Michael Aglen

Established and led a support and delivery organization from inception, ensuring stable IT operations for critical core business functions and enhancing overall system reliability.

Managed ITIL-based processes (Incident, Problem, Change), implementing data-driven improvements that significantly enhanced SLA adherence and KPI performance.

Developed comprehensive, user-friendly documentation and training materials in Confluence and SharePoint, alongside rigorous application testing, to elevate quality and user adoption.

Contributed to sales processes and key client relationships, including direct engagement with major clients like Mesta and COWI, supporting business growth and client satisfaction.

Played a central role in the development and successful launch of key services, SCS Construction and SCS Mining, expanding the company's service offerings and market reach.

Served as a key contributor in establishing and evolving the HMS-card customer center, significantly improving support processes and managing escalations for enhanced customer satisfaction.

Provided 24/7 critical support for bank card services, effectively troubleshooting complex issues and facilitating seamless communication between customers, banks, and card companies.

Collaborated on cross-functional projects focused on service enhancement, leading to the efficient implementation of new solutions and improved operational workflows.

Contributed to the optimization of internal routines and contractual agreements through close collaboration with internal and external stakeholders, improving operational efficiency and compliance.