Krzysztof Adamczyk

Responsible for:
- operational management
- contract fulfillment
- customer SLAs
- customer satisfaction
- delivery quality,
- customer reports
- operational governance meetings and continuous improvement plan.

Accountable for cost of delivery.
Communicates changes in processes and responsibilities in operation.
Managing Incident and Change processes.

Close cooperation with
- Delivery Executive
- Service Delivery Managers
- Service Managers
- Customer

Responsible for incident management within customer delivery.
• understand any incident/fault on a basic level in order to use the appropriate competences (resources)
• follow cases and support knowledge and information exchange between technical teams to start an analysis
• maintain a general overview of the incident (keeping the focus on the restoration via a workaround)

• build good cooperation environment to be able to obtain guidance on priorities to the teams who could start the immediate urgent unexpected recovery work if needed

Initiate incident management improvement activities
• Improve the SLA achievements
• Improve Incident handling quality
• Reduce the amount of Incidents e.g. by utilising Problem Management

Close cooperation with
• Continuous Service Managers (CSM)
• Service Delivery Managers (SDM)
• Service Managers (SM)

Monitor process performance and do continuous improvement activities for customer’s Incident flow and Incident handling
Coordinate and systematically address process/procedure gaps to all tiers, line managers and Process Management organization
Find and identify bottlenecks bothering the service delivery and Incident flow (ICM process)
Find the reasons for bottlenecks

 
Analyse the underlying cause and corrective actions for the reason inflicting the bottleneck
Assign the corrective actions and follow-up the execution

Supervising and allocating resources
Supervise and allocate resources in co-operation with line managers and IM’s
Escalate permanent resource bottlenecks to line manager if the situation results in SLA violations or quality decrease