пропозиції роботи
Zbigniew Pazdan
Service Delivery Manager - Capgemini Polska
Kraków,
małopolskie
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Umiejętności
Apple
Oprogramowanie BMC
BPO
Citrix
Coaching
Zarządzanie zespołem rozproszonym
DJ
GTD
Zarządzanie incydentami
Infrastruktura
Innowacja
Zarządzanie zasobami IT
IT Hardware Support
IT Operations
Outsourcing IT
Zarządzanie usługami IT
Strategia IT
ITIL
Certyfikat ITIL
ITSMF
Linux
Microsoft Excel
Microsoft Office
zarządzanie operacyjne
Outsourcing
Zarządzanie problemami
Zarządzanie cyklem życia produktu
Project Management
dostarczanie usług
Service Desk
Sla
Budowanie zepołu
VDI
Visual Basic
VMware
Windows 7
Zarządzanie zespołem
Microsoft Project
Citrix XenDesktop
ITSM
Zarządzanie projektami metodą PMI
Smartsheet
Thin Client
PCoIP
Języki
angielski
biegły
niemiecki
biegły
Doświadczenie zawodowe
Service Delivery Manager
- Accountable for end-to-end contractual compliance of the run services delivered to the client by all Service lines;
- Accountable for contract revenue, CM% and OTACE (client satisfaction) on the account;
- Manages his team of resources deployed from the Sub Servicelines for client-specific delivery
- Coordinates all services delivered to the customer, in compliance with the contract;
- Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfill the demand;
- Proactively manages the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction;
- Has a substantial input in the development of contractual schedules and Service Level Agreements in line with the current service line aspirations;
- Ensure timely delivery and accuracy of regular (monthly) management reports for client and attends review meetings (if applicable);
- Financial control (billing, WIP, AR, forecasting);
- Forecasts revenue and costs for the assigned project codes;
- Maintains compliance to regulatory obligations and ensures that operations are delivered securely.
- Works with Operations and Vendors to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales;
- Assess quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information;
- Provides feedback and coaching to avoid reoccurring errors;
- Acts as an escalation point for client issues, escalations and complaints;
- Accountable for contract revenue, CM% and OTACE (client satisfaction) on the account;
- Manages his team of resources deployed from the Sub Servicelines for client-specific delivery
- Coordinates all services delivered to the customer, in compliance with the contract;
- Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfill the demand;
- Proactively manages the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction;
- Has a substantial input in the development of contractual schedules and Service Level Agreements in line with the current service line aspirations;
- Ensure timely delivery and accuracy of regular (monthly) management reports for client and attends review meetings (if applicable);
- Financial control (billing, WIP, AR, forecasting);
- Forecasts revenue and costs for the assigned project codes;
- Maintains compliance to regulatory obligations and ensures that operations are delivered securely.
- Works with Operations and Vendors to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales;
- Assess quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information;
- Provides feedback and coaching to avoid reoccurring errors;
- Acts as an escalation point for client issues, escalations and complaints;
Manager - Global Personal Productivity Tools
Responsible for the design and implementation of global Personal Productivity standards which adequately support the enterprise infrastructure of Capgemini BPO:
- Design and implementation of a global, data-less Desktop Client solution and SOE for end users
- Management and coordination of medium to large sized IT projects
- Migration of approx. 17k users worldwide to MS Exchange Online/Office 365 solution
- Testing and implementation of new technologies in a corporate environment (Microsoft and Google Cloud solutions, DaaS, SaaS)
- IT Infrastructure consultancy during pre- and post-sales activities
- Directing and overseeing the operational aspects of the organization's end user productivity tools, ensuring their accessibility, business value and scalability.
- Design and implementation of a global, data-less Desktop Client solution and SOE for end users
- Management and coordination of medium to large sized IT projects
- Migration of approx. 17k users worldwide to MS Exchange Online/Office 365 solution
- Testing and implementation of new technologies in a corporate environment (Microsoft and Google Cloud solutions, DaaS, SaaS)
- IT Infrastructure consultancy during pre- and post-sales activities
- Directing and overseeing the operational aspects of the organization's end user productivity tools, ensuring their accessibility, business value and scalability.
Operations Manager
- Transitioned 9 resources from the US and formed a permanent Project Analysts team responsible
for coordinating a 4 year Windows 7 roll-out and Desktop refresh project throughout all of our
clients’ sites resulting in the successful deployment of 3000+ machines in 2012.
- Successfully estimated, planned and implemented the extension of the service to a different
account as a temporary project, resulting in the successful and timely refresh of 900+ machines
over a period of 3 months.
- Was involved in the service design and scope definition, performed due diligence and knowledge
transfer in the US. Appointed as the receiving manager for the team with full operational and
financial governance and responsibility for the service (staffing, SLA accountability, billing,
forecasting, etc.)
- Responsible for streamlining and improving the current processes used by the client
for coordinating a 4 year Windows 7 roll-out and Desktop refresh project throughout all of our
clients’ sites resulting in the successful deployment of 3000+ machines in 2012.
- Successfully estimated, planned and implemented the extension of the service to a different
account as a temporary project, resulting in the successful and timely refresh of 900+ machines
over a period of 3 months.
- Was involved in the service design and scope definition, performed due diligence and knowledge
transfer in the US. Appointed as the receiving manager for the team with full operational and
financial governance and responsibility for the service (staffing, SLA accountability, billing,
forecasting, etc.)
- Responsible for streamlining and improving the current processes used by the client
Team Leader
- Maintain SLA requirements by monitoring team performance and activity
- Facilitate problem solving and collaboration
- Familiarize the team with the customer needs, specifications, design targets, design
standards, techniques and tools to support task performance
- Ensure deliverables are prepared to satisfy the project requirements, cost and
schedule
- Provide status reporting of team activities against the program plan or schedule
- Serve as a focal point to communicate and resolve interface and integration issues
with other teams
- Provide guidance to the team based on management direction
- Manage team conflicts and ensuring that problems are resolved constructively
- Delegate team tasks as needed
- Handling escalations
- New joiners recruitment
- Facilitate problem solving and collaboration
- Familiarize the team with the customer needs, specifications, design targets, design
standards, techniques and tools to support task performance
- Ensure deliverables are prepared to satisfy the project requirements, cost and
schedule
- Provide status reporting of team activities against the program plan or schedule
- Serve as a focal point to communicate and resolve interface and integration issues
with other teams
- Provide guidance to the team based on management direction
- Manage team conflicts and ensuring that problems are resolved constructively
- Delegate team tasks as needed
- Handling escalations
- New joiners recruitment
Customer Service Specjalist
- Working as part of a global team solving technology issues
- Act as the first point of contact for a wide range of infrastructure and business service support issues, both reactively to resolve incidents and proactively to manage scheduled service outages,
- High quality customer support in terms of communication phone calls,
- Troubleshooting problems with computer systems, networks and specific applications for the users,
- Acting as a technical resource in assisting users to resolve problems with equipment and data,
- Support Knowledge Management team, preparing new solutions and check technical content of existing articles in Knowledge Base,
- Act as the first point of contact for 1st line of support and less experienced team members, proactive support for other Tier 1 agents, additional training with new joiners in company, preparing documentation and method statements materials – best practices for Tier 1 agents.
- Act as the first point of contact for a wide range of infrastructure and business service support issues, both reactively to resolve incidents and proactively to manage scheduled service outages,
- High quality customer support in terms of communication phone calls,
- Troubleshooting problems with computer systems, networks and specific applications for the users,
- Acting as a technical resource in assisting users to resolve problems with equipment and data,
- Support Knowledge Management team, preparing new solutions and check technical content of existing articles in Knowledge Base,
- Act as the first point of contact for 1st line of support and less experienced team members, proactive support for other Tier 1 agents, additional training with new joiners in company, preparing documentation and method statements materials – best practices for Tier 1 agents.
Customer Service Advisor
* Supporting English speaking customers across Europe, Middle East and Africa.
* Providing the specified grade of service while responding to incoming user telephone calls, e-mails or web-based contacts.
* Recording and classifying incoming incidents on Remedy with appropriate priority and detailed description.
* Resolving incidents according to 1st Line resolution standards.
* Redirecting the incidents that cannot be resolved by 1st line to appropriate 2nd or 3rd Line support group.
* Closing all incidents that have been resolved.
* Providing Customer Satisfaction Survey
* Peforming Quality Checks
* Providing the specified grade of service while responding to incoming user telephone calls, e-mails or web-based contacts.
* Recording and classifying incoming incidents on Remedy with appropriate priority and detailed description.
* Resolving incidents according to 1st Line resolution standards.
* Redirecting the incidents that cannot be resolved by 1st line to appropriate 2nd or 3rd Line support group.
* Closing all incidents that have been resolved.
* Providing Customer Satisfaction Survey
* Peforming Quality Checks
Freelance translator
Biuro tłumaczeń
Freelance Translator - German language.
IT Technician
PIOX - Systemy Komputerowe
Hardware and Software issue resolution
Network design and implementation (physical networking of buildings)
Computer Refresh Project delivery at the Kraków Town Hall.
Network design and implementation (physical networking of buildings)
Computer Refresh Project delivery at the Kraków Town Hall.
Customer Relations Specialist
Import/Export management
International Supplier management
Off-site meetings with potential suppliers an buyers.
International Supplier management
Off-site meetings with potential suppliers an buyers.
Szkolenia i kursy
ITIL V3 Foundation
ITIL V3 Intermediate - Service Operation
ITIL V3 Intermediate - Continual Service Improvement
Communication in results oriented management
Inspiring Leadership and motivation of employees
Situational Leadership
Behavior correction
Getting Things Done®
Coaching
Project Management (PMBOK, UPM)
Labor Law
ITIL V3 Intermediate - Service Operation
ITIL V3 Intermediate - Continual Service Improvement
Communication in results oriented management
Inspiring Leadership and motivation of employees
Situational Leadership
Behavior correction
Getting Things Done®
Coaching
Project Management (PMBOK, UPM)
Labor Law
Edukacja
Zarządzanie - Psychologia w biznesie, licencjackie
Wyższa Szkoła Ekonomii i Informatyki w Krakowie
Filologia - specjalność język niemiecki, licencjackie
Akademia Pedagogiczna im. Komisji Edukacji Narodowej w Krakowie
Specjalizacje
Call Center
Zarządzanie Call Center
Zainteresowania
IT, Telco, Psychology.
Visual Basic for Applications, Excel.
Music, DJ'ing, Production.
Sport, in-line skating, snowboard.
Visual Basic for Applications, Excel.
Music, DJ'ing, Production.
Sport, in-line skating, snowboard.
Grupy
Business IT
Grupa firm branży IT / INTERNET. Liderzy i Eksperci. Wydarzenia branżowe rynku IT (B2B). Zarządzanie IT, badanie IT, startupy IT, technologia IT, internet IT, ebiznes IT.
Deutschliebhaber ;-)
Grupa dla wszystkich, którzy lubią język niemiecki, interesują się kulturą Niemiec, pracowali lub pracują w Niemczech itd.
Federico Mahora Group
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Kraków
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LEADERSHIP TRAINING
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