SARA DJUROVIC

As an Implementation Manager at Numa Group, responsible for overseeing the integration of Apaleo software and the Glutz Keysystem, my role centers on driving the transformation of the organizational culture, structure, and workflows to enhance both employee and customer experiences. I provide strategic guidance to implement changes in work approaches and strategies, ensuring excellent customer outcomes.

By leading through example and embodying an effective working style, I foster a culture of collaboration, open communication, and creativity within the Customer Success and Service teams, as well as in collaboration with other departments. My goal is to contribute to the transformation of Numa Group’s corporate culture within Customer Success and Service, ensuring seamless cooperation across various functions to deliver the best possible customer experience.

Establishing Scalable Onboarding Processes and Programs.

I establish scalable onboarding processes and methods that empower customers with the skills and confidence to use our solutions independently and effectively. I develop programs that enable a quick time-to-value, are aligned with customer success expectations, and ensure sustainable profitability for Numa Group through optimized resource utilization.

Project Management Integration Across Divisions

I lead the integration of project management teams from both in-house and external entities, including subsidiaries, and position project management as an independent, customer-focused function within Numa Group. This is aimed at delivering consistent, scalable, and efficient project execution.

Building and Leading High-Performance Teams

I am responsible for building, leading, and mentoring a high-performing team to ensure consistent, scalable, and efficient project implementation. This includes fostering a culture of collaboration and alignment across different departments.

Resource Planning, Forecasting, and Strategic Alignment

I develop scalable frameworks for resource planning, revenue, and capacity forecasting. I strategically plan for long-term resource needs in collaboration with customer onboarding, sales, and finance teams, ensuring alignment with broader business goals.

Software Implementation and Customer Success

I am responsible for the planning, management, and execution of software implementation projects, defining project goals, success criteria, and key milestones to ensure customer satisfaction and business success for Customer Onboarding. My work aligns with our customer’s desired outcomes and ensures the successful realization of value from their investments in Apaleo and Glutz Keysystem solutions.

Clear Guidelines and KPIs for Successful Implementation

I create clear guidelines and KPIs that guide our customers towards successful implementation, helping them achieve the maximum benefit and sustainable value from their investments in MD solutions.

Transformation and Digitalization: Process Efficiency and Tool Adoption

I spearhead the development and implementation of modern, digital processes to improve project management efficiency. This includes advancing and adopting project management tools, as well as client-facing technologies—especially AI-based tools—that enhance overall effectiveness.

Strategic Liaison and Communication Management

As the primary point of contact for strategically important clients and internal stakeholders, I ensure effective communication and manage expectations throughout the project lifecycle. I actively support the smooth execution of projects and maintain strong relationships with all relevant parties.

Risk Management and Problem Solving

I proactively identify, assess, and manage potential project risks, developing and implementing mitigation strategies. I take a solution-oriented approach to managing challenges and escalations, ensuring project success even in the face of obstacles.

• Company Overview: Ariane Systems is the world leader in providing selfcheck-in and out solutions for the hotel industry with more than 3.000 installations
• They enable Mobile and Kiosk self-service solutions, including all required hardware, consultancy and support for services that integrate to the hotels PMS, keycard system and secure card payment
• All self-service solutions from Ariane are cloud based
• Responding to hotels on any technical issues in German, French and English that they may encounter in order for guests to check in
• Understanding of the PMS-System (Fidelio, Protel, HS/3, Hotline, Oracle, Opera)
• Understanding of payment systems like SIX Payments, Verifone, Concardis, CCV
• Remote control of the kiosks to solve the problem
• Repair of printers
• Verification of settings in Allegro software
• Remote assembly and disassembly with the customer
• Verification and troubleshooting of key systems like Onity, Salto, when cards are not encoded
• Responsibility and report of the week
• Liaison point between France and the DACH region
• Knowledge of relational databases and SQL as well as PL/SQL
• Accompany users with the onboarding & first use of the self check-in kiosk
• Analyze log files, XML Files and snapshots of the software users and identify occurring bugs and errors
• Check network connectivity issues: needs to analyze it and propose a solution
• It could be a simple pocket drops or inconvenient route
• Server isn't working: troubleshooting
• API cases: some clients have issues with API, needs to check if a request is correct and help
• High CPU steal: need to check and find the reason + migrate to another node if needed
• Server administration: need to provide a consultation how do that/this
• Application is not functioning correctly, the application writes logs: analyze the logs for errors
• Maintenance of Windows & Linux Clients/Server
• Ariane Systems is the world leader in providing selfcheck-in and out solutions for the hotel industry with more than 3.000 installations
• They enable Mobile and Kiosk self-service solutions, including all required hardware, consultancy and support for services that integrate to the hotels PMS, keycard system and secure card payment
• All self-service solutions from Ariane are cloud based
• Beyond Trust
• VNC
• Team Viewer
• Bomgar
• Salesforce VPN Configuration
• IT Hardware and Software Support
• User Administration
• Troubleshooting
• Created detailed technical documentation including flowcharts, diagrams, and process maps.
• Analyzed system logs and identified areas for improvement in terms of efficiency or security measures.
• Identified root causes of application errors and implemented solutions to prevent recurrence.
• Contributed to technical support documentation by updating literature based on common support interactions and known issues with software.
• Interfaced with third party vendors when necessary for resolution of escalated issues.

• Troubleshooting - IT Hardware and Software Support - Zendesk - Windows - MacOS - Linux - Excel - Word - MS-Outlook - PowerPoint - Teams - Slack - Reporting - VNC - VMware - Skype Enterprise - Zoom - TCP/IP
• Monitoring and reporting any IT malfunctions.
• IT support with focus on Windows network, Microsoft client and server operating systems and Active Directory
• Prioritization and resolution of incoming IT incidents
• Company Overview: Fujitsu Global in the project Legrand - Spécialiste des infrastructures électriques et numériques du bâtiment
• System Monitoring
• Network Monitoring Tools
• Technical Support
• BMC Remedy Ticketing System
• Jira Service Desk
• Dollar Universe
• Nagios
• Centreon
• Windows Sharepoint Services
• Linux
• Unix
• Windows Server
• Wintel
• Networking
• Virtualization
• Help Desk Support
• Ticket handling under consideration of SLA's
• Recording, analysis and elimination of technical problems and IT malfunctions in the area of hardware/software
• First point of contact for users requiring assistance with IT issues and problems
• User Administration
• Perfect understanding of monitoring tools such as Nagios, Operation Manual, $ Universe, Vangeel applications, JDA Fulfillment and other applications
• Working night shift with 12 hours shift duration
• Attend daily meeting with other teams
• Fujitsu Global in the project Legrand - Spécialiste des infrastructures électriques et numériques du bâtiment
• Performed regular maintenance checks on servers, workstations and other devices connected to the network.
• Supported customers with online billing, access, and account issues.
• Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
• Managed the configuration and setup of customer accounts and systems.
• Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
• Troubleshot system errors and identified potential solutions.

• Work with customers stakeholders to understand their goals, assess their capabilities and assist with recommendations
• Understanding and knowledge of Mews products
• Guide customer on org strategy, governance and change management, best practices based on customers’ needs
• Working alongside the project management team in assisting with planning and delivery of tasks
• Build a relationship with the customers’ IT and business leadership
• Working collaboratively across different teams, working with internal stakeholders and effectively communicating customers’ needs with product teams
• Assistance with cross-department requests, Asana tasks and projects in cross-departments