Dariusz Sroka

General responsibility: Hemmersbach Poland IT projects management, Service Desk Global projects management


MAIN DUTIES AND RESPONSIBILITIES:

Business
• Acting as the focal point for all operational issues relevant to the account / project that they are aligned to within the area of responsibility.
• Support the company in its development of business opportunities within the customer account.
• Support the operation, to ensure that the business is delivered in accordance with the customer contract.
• Responsible for cascading to their teams, strategic messages from senior Hemmersbach team. Ensuring actions from their teams which fall outside of strategic business plan are corrected.
• Attend fortnightly performance management meetings
• Taking ownership of escalated issues and managing to successful conclusion, ensuring clear communication throughout the company, to the customer and management team within Hemmersbach.
• To support cost effective delivery of the business.
• Align themselves to customer sites within their area with 2 onsite visits per month.
• Identify revenue generating opportunities whilst increasing service delivery levels to the customer.
• Responsible for design and sign off of service and change requests and following through on implementing changes into their areas of responsibility

Customer Satisfaction
• Acting as the main point of contact for all customer interactions
• Helping to ensure that Hemmersbach delivers a high level of customer satisfaction, which also meets the business goals.
• Ensuring regular operational performance reviews take place with the customer (as appropriate)
• Gain awareness of your customer’s business environment, understanding and being sensitive to the effects operational activities and decisions have on profit and loss for them.
• To ensure new customer needs are also met by ensuring their own areas can deliver on time, and in balance with existing contractual needs

Reporting
• Ensure that reports (as contracted) are produced and supplied in a timely manner - with data, which is accurate.
• Reports are required for:
o Weekly performance/escalation management conference calls
o Monthly service review meetings
o Monthly management meetings
o Productivity and Utilisation
o Daily RCA’s
• To proactively use reports to identify tasks undertaken outside of Statement of Work and liaise with customers to resolve this

Vendor Management
• Supply feedback to the Country Operations Manager, with respect to operational performance of 3rd party suppliers, including operational performance issues between 3rd party suppliers and the business requirements.

Quality

• Ensuring all work is delivered consistently and in accordance with Statement of Work
• Ensure work is carried out in accordance with Hemmersbach Management System requirements.
• Ensuring all procedures are followed correctly – Local, Customer Services and Corporate.
• Using the Quality Management System (Corrective Actions, Customer Complaints etc) to generate continuous improvement.
• Work in accordance with suppliers and customer’s site rules and regulations for the purposes of health and safety.
• Identifying and dealing with or escalating as necessary, any risks related to any quality or service aspect
• Focuses solutions to issues on the long term as well as short term fixes.

People Management
• To manage team of employees, including responsibility for absence, disciplinary & grievance matters in partnership with HR.
• To engage Site Leads informing them of business KPI’s and the importance of achievement. Ensure Site Leads deliver in accordance with KPI’s.


Experience, Personal Skills and Abilities
• Over 4 years experience of managing teams
• Experience of dealing, managing and delivering in line with business Statement of Works
• Experienced in utilisation of engineering resources
• Experience in dealing with complex escalation procedures
• Experience with ITIL, particularly the concept of change and asset management
• Experience of identifying and resolving complex problems
• Familiar with hardware replacement / refresh processes
• Ability to make necessary judgement and decisions in the area of technical and process change.
• Strong ability and experience of representing organisation and feeding back to customers with confidence
• Ability to work with internal teams, customer and end users to coordinate effectively all actions
• Ability to analyse complex data, and processes and planning project accordingly
• Able to work under pressure and to deadline whilst maintaining quality
• Demonstrates customer orientated approach placing the customer at centre of all actions
• Ability to engage and influence senior managers and colleagues
• Ability to use initiative and work autonomously
• Demonstrates solution orientated method of operation
• Tactful and clear communicator
• Excellent verbal and written presentation skills
• Effective time manager, able to manage projects within deadlines

Wsparcie informatyczne użytkowników w centralnym oddziale Suedzucker Polska.