Bartosz Wydymus

Fully independent ITIL certified Service Manager
Katowice, śląskie

Języki

angielski
biegły
hiszpański
podstawowy

Doświadczenie zawodowe

IBM Global Services Delivery Centre Polska
Service Lead SM
- Escalation point for 5 services
- Cooperation with Infrastructure and Application Service managers
- Building and maintaining the finance forecasts for services
- Implementing service improvements
- Single point of contact for customers
- Overseeing the projects and changes related to dependant services
- Owning and delivering the service targets
IBM Global Services Delivery Centre Polska
Service Delivery Manager
- Single point of contact in service delivery
- Supervising the activities of all teams in relation to the managed service.
- Risk management and compliance overseeing.
- Participating in cross-functional meetings regarding service offerings.
- Managing the transition of service into BAU.
- Matrix reporting across the functional managers in global and local structures
- Reporting and overseeing the finance of the service
- Analysis of cost related to service
- Building the finance forecasts for the service
- Holding conference bridges in case of incidents
- Building and maintaining relations with account representatives
- Single point of responsibility for the service SLA and KPI
- Analysis of workload among the designated support teams
- New accounts boarding coordination
- Division of duties among dedicated service coordinators
Capgemini Polska Sp. z o.o.
Smart Meter Technology Team Lead
Managing the multi role team consisting of:
- SPOC team for the engineers and customer queries
- Data Collection technicians
- Incident and Knowledge Manager
- Logistics Specialist
Responsibility for:
- Correct data collection and reporting
- Coordinating the communication among vendors, client and internal resolvers
- Interactions with the application management and database responsible team leaders
- Contacts with the customer representatives
- Creation of direct reports to customer management
Capgemini Polska Sp. z o.o.
Team Leader
involvement in Project Transition from UK,
Involvement in on-site trainings in UK,
Managing group of 24 employees,
Recruitment processes,
Responsibility for:
- Maintaining high level of service (by SLA’s/KPI’s)
- Client satisfaction level (by customer survey targets),
- Administrative side of service (in accordance to internal procedures),
- Maintaining high motivation among employees (low attrition levels),
- Reporting on Team performance (from various sources),
- Labor Law requirements,
Continuous Improvement Plan coordination,
Contact with clients representatives,
Capgemini Polska Sp. z o.o.
High priority Incident Manager
Managing the high priority incidents,
Single point of contact for all issues related to high risk problems,
Contact with client regarding outages,
Responsibility for:
- Resolution time of outages/incidents
- Timely reporting
- Service continuity
- Correct cooperation among resolving teams
Capgemini Polska Sp. z o.o.
Customer Service Advisor
Handling incidents reported by customer,
Orange Polska S.A.
Telemarketer
Salesperson - telephony plans and broadband internet connections.

Szkolenia i kursy

ITIL Foundation v3 certificate
Situation Management
Manager effectiveness
Conflict Management
Communication and influencing
Customer care
Basic IT trainings:
- MS Outlook,
- MS Windows (XP, Vista)
- MS Power Point
- MS Word
- Networking
- Remedy Action Request System
- Citrix environment

Edukacja

Logo
Socrates-Erasmus - management and marketing, magisterskie
Universidad de Alicante - Spain
Logo
Management and Marketing - International Business, magisterskie
Uniwersytet Ekonomiczny w Katowicach

Specjalizacje

Call Center
Zarządzanie Call Center
IT - Administracja
Wsparcie techniczne/Helpdesk
IT - Administracja
Zarządzanie usługami

Zainteresowania

Fishing