Anna Tomaszewska

• Serve as focal point for the respective business area for all IT needs and translate them into the IT local/regional/Global roadmap for prioritization and solution proposals using agreed appropriate IT systems and processes, including innovative ideas.
• Consulting the management on business opportunities enabled through technology
• Successful local execution of the IT Roadmap – deployment support for new global systems
• Maintaining Customer satisfaction and triggering corrective actions if deviations are recognized (escalation point)
• (Co-) Managing projects to assure benefits are met and potential bottlenecks or failures are identified and solved in due time
• Effective collaboration between the Global/Regional IT functions and delivery teams
• Consulting the management on business opportunities enabled through technology; intake of new business demand for future projects / AOP
• Local IT lead, coordinating MSPs (deskside services)
• Managing risks for the company where there is a local data and/or technology component (e.g. partner with MD/Legal in case of dawn raid, manage local business continuity plan)
• Partnering with IT Portfolio Manager in cross-functional IT International AOP planning process. Manages diligently local project and operational budget
• Serve as focal point for the respective business area for all IT needs and translate them into the IT local/regional/Global roadmap for prioritization and solution proposals using agreed appropriate IT systems and processes, including innovative ideas. • Consulting the management on business opportunities enabled through technology • Successful local execution of the IT Roadmap – deployment support for new global systems • Maintaining Customer satisfaction and triggering corrective actions if deviations are recognized (escalation point) • (Co-) Managing projects to assure benefits are met and potential bottlenecks or failures are identified and solved in due time • Effective collaboration between the Global/Regional IT functions and delivery teams • Consulting the management on business opportunities enabled through technology; intake of new business demand for future projects / AOP • Local IT lead, coordinating MSPs (deskside services) • Managing risks for the company where there is a local data and/or technology component (e.g. partner with MD/Legal in case of dawn raid, manage local business continuity plan) • Partnering with IT Portfolio Manager in cross-functional IT International AOP planning process. Manages diligently local project and operational budget
Skills: Communication · Stakeholder Management · Team Spirit · Cross-functional Team Leadership · Team Building · Team Leadership · IT Governance

Ownership and management of services and projects. Service delivery according to the SLA/OLA agreements. Management of services in different models of delivery - managed service, body leasing, technical center and sourcing. Functional and line management of technical teams (specialists, developers, testers). Demand and budget management. Continuous improvements implementation.

• Line management of 15 people, representing different IT skills,
• Functional management of 30+, representing different IT skills,
• Ensure the services delivery according to the OLA agreements,
• Ensure the projects delivery according to the WO agreements,
• Supervise daily activities for the managed services and projects,
• Build knowledge base required for the managed services and projects,
• Provide data necessary to measure the services against OLA,
• Participate in the service delivery process providing business knowledge and technical skills,
• Primary point of contact for the Clients and Vendors,
• Monitor the service delivery against the KPIs agreed in the OLA,
• Coordinate tasks allocation within the scope of managed services and projects,

Responsible for registering and solving issues from SAP users regarding the authorisations and profiles changing, sessions killing, reseting and adding new passwords. I was also responsible for calls assigning to proper SAP Level 2 and Level 3 consultants. Translating calls’ descriptions into the English, assisting with conference calls between consultants in India and polish users. I contact the users and consultants via email and phone

Registering, solving and contacting with the iScala ERP system users from EMEA region. Deciding whether the issue was an user mistake or lack of knowledge and inform him about the solution or if it was system bug, in which cases it was assigned to Research and Development Team for correction

Reception and solving bank customers’ complaints reported via internet platform. Contact with the customers (by the phone, or written response) to present the bank standpoint and possible solution.The complaints concerned following bank products: loans, credit cards, personal accounts and insurance products