Pawel Cygan

• Creating and obtaining buy-in for the structure of the Service Level Agreements.
• Negotiating Service Level Requirement and Service Level Agreements with Customers.
• Ensuring Service Level Targets / Service Level Objectives within the SLA is met.
• Ensuring that all templates for the Service Level Management process are up to date.
• Ensuring all backend agreements for SLA’s are established, including Operational Level Agreements,
• Underpinning Contracts and also agreements for the IT Service Management processes.
• Measuring and Service Level Reporting for IT Services.
• Incident, problem and change management process control.
• Maintaining the Service Catalogue and / or Service Portfolio.
• Building strong relationships with external Customer groups and other ITIL processes in particular Contract management, Supplier Management, Change Management, Incident Management and IT Service Management.
• Planning Service Reviews and facilitating meetings.
• Creating Service Level Reports for IT Services.
• Identification of stakeholders, customers, key users.
• Establishing and setting requirements for tools to underpin the process, such as SLA and Service Catalogue / Service Portfolio tools.

• Implement issues Management strategy
• Update EARs (Incident Tracking tool or similar) with current state of Issues/Incidents affecting the Roll Out
• Coordinate activities between multiple support teams across geographical locations
• Review and report on Issues/incidents
• Coordinator for any affecting issues, implementation and deployment
• Monitor and maintain issues list affecting the Roll Out
• Chair, Schedule & run issue/incident management calls
• Emphasis on identifying issues raised by support teams
• Document work around or course of action to be taken
• Raise Change requests/records as required and push through the require system for approvals
• Update planning and Scheduling team of possible impact to the Roll Out Schedule

• Management of all customer incidents through to resolution
• Management of all open incidents against Service Level Agreements and contracts
• Incident ownership, monitoring, tracking and communication
• Escalation to Service Delivery Managers / Resolving Teams where incidents may or have been breached
• Interfacing appropriately with Problem Management for Major Incidents and escalating accordingly
• Regular conference calls with Service Delivery Managers / Resolving Teams
• Management Information - obtaining management information from Incident and Problem Data
• Establish incident framework management

• Undertaking initial diagnostics of the incident, using the tools available and resolving as many as possible on initial contact
• Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages
• Proactive flagging incidents where no knowledge solution was found
• Meeting or exceeding the level of Service when responding to all incoming incidents
• Accurate and timely hand off to other resolving teams

• Management of all production processes
• Coordinating responsibilities with Engineers, Production Leaders and Laboratory members
• Responsibility of Process Operators training
• Direct report to Production Managers
• Regular Management meetings
• Coordinating all changes in Process Department – equipment and software installations etc.

• Direct coordination with Process Technicians and Engineer department
• Responsibilities of Processing and Pasteurization
• Maintaining SCADA 1&2 controlling systems
• Coordinating and reloading of incoming goods
• Execution of laboratory tests and passing results to production staff