Adrian Dulawa

- Owning service strategy - design, documentation & implementation of new services within the CERT domain
- Leading a team of 30+ IT architects and engineers scattered across the globe
- Accountable for global service setup including portfolio service documentation and pricing model, new client offerings and onboardings, structured and auditable service delivery
- Growing portfolio of 40+ clients including client relationship mgmt and daily collaboration with business strategic stakeholders
- Vendor management including license management and MSSP contract negotiations
- Vendor agnostic approach and quality focused service organization

- Leading a team of 30+ IT architects and engineers scattered across the globe.
- Accountable for global service setup including portfolio service documentation and pricing model, new client offerings and onboardings, structured and auditable service delivery.
- Growing portfolio of 40+ clients including client relationship mgmt. and daily collaboration with business strategic stakeholders.
- Vendor management including license management and MSSP contract negotiations.
- Identifying gaps in E2E Vulnerability Management Lifecycle I’ve enabled creation of a new service offering. Successful POV implementation for two strategic clients in 2022 effected with additional clients contracted same year.
- Vendor agnostic approach and quality focused service reorganization in 2021 allowed to win new clients and growth service revenue.

Global Vulnerability Management Service Operations:
- One Team service operations managing geographically dispersed resources
- Service Finance controls including end to end P&L management
- Vendor license management

Account lead with primary focus on Governance areas QA, Audit, Risk & Issues, CSI, SLM
• QA: Service Management Maturity Model - implement account management model in line with global best practices to meet internal audit requirements
• Audit: account lead for Atos internal and client audits
• Risks and Issues Management - lead the RAID reviews both internal and client facing
• CSI: Continues Service Improvement - managing client contractual requirements; building the account annual plan for improvements and innovations
• SLM: Service Level Management - Leading the SLA reporting process towards Client as well as internal organization; Managing "return to green" actions
• Taking ownership of any customer escalations until positive resolution

ITIL Service Management with focus on:
- Transition & Transformation tower lead
- Solution design
- BID service offer calculations
- Client on-boarding - regional process owner

Service Delivery
Service Quality and Improvement
Financial control and support
SLA Implementation/Performance Reporting
Client Relations and Service Development

As a client facing SDM I was directly responsible for all contracted SLAs:
Infrastructure, Network, Workplace, Application Management and Service Desk

- Co-leading mutualised service desk team of 100+ employees providing tier1, tier2, tier3 and tier4 support in 7 languages for end users from 15 European countries.
- Responsible for Back Office (tier2, teir3, tier4) team of 45 employees.
- Cooperation with supporting departments like account, HR and finance.
- Making sure all policies and procedures are followed
- Using Lean Principles for Effective Continual Service Improvement
- Service Level and KPI’s Reporting

- recruit, direct, control, motivate and develop team members
- providing a first point of escalation for the team in respect of service/delivery issues
- responsible for Tier2 and Incident Management teams

- recruit, direct, control, motivate and develop team members
- managing a team o 15 members supporting customers from 6 countries in 3 languages

Program Unii Europejskiej Leonardo da Vinci
Praktyka zawodowa w projekcie Politechniki Opolskiej, pt.: Europejskie staże zawodowe jako element kształcenia zawodowego
Za udział w programie uzyskano certyfikat EUROPASS-Mobilność