Języki
angielski
biegły
hiszpański
podstawowy
Doświadczenie zawodowe
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
- 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
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
- 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
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
- 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
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,
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,
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
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
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
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
Specjalizacje
Call Center
Zarządzanie Call Center
IT - Administracja
Wsparcie techniczne/Helpdesk
IT - Administracja
Zarządzanie usługami
Zainteresowania
Fishing