Karol Mankowski

• Established and maintained high-quality relationships with business process owners, business relationship manager, key users and with external partners (vendors and service providers).
• Anticipating, recommending and deploying technical solutions to business needs and problems (new system functionalities, new technical design).
• Accountable for effectiveness of systems solutions in line with business requirements.
• Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
• Managing providers and contractors responsible for implementing and deploying solutions.
• Full responsibility for service management, including processes such as: account management, incident and problem management, change management, document management, release management and disaster recovery testing.
• Managing the team and ensuring necessary resources are available to meet the daily operational demands of the area.
• Continually look for opportunities for cost reductions and cost avoidance (e.g. move of project management from BRM to service delivery).
• Keep up-to-data with new developments, industry trends, best practices, and developments (co-responsibility for the “Phase 0” project).
• Full responsibility for aligning various project elements with the vision and strategy.

• Applied complex procedures and defined standards to meet current business and customer needs, technical requirements. Lead others in resolution of complex problems (e.g. co-responsible for implementation of global service management tool – HPSM).
• Implemented innovation and optimized processes and methods within the domain to meet system or user requirements and develop new functionality. (e.g. Designed unique training program for „eMonitor” project).
• Plan and implement processes where required, and provide technical leadership to specialist staff (e.g. Implemented Change Management process in the CDC Service).
• Lead specialist resources on technical issues within the services on content and provide detailed analysis of the operations to minimize risks and opportunities for improvement.
• Management all changes and improvements in domain services.

• Management of all operational releases in scope of the CTMS (Clinical Trial Management System) program.
• Solution Lifecycle manager role mainly for the Data Maintenance process. (e.g. number of re-occurring issues was reduced by 30% in the first year).
• Introducing enhancements for Change, Problem and Incident Management processes. (e.g. implemented ‘Technical change’ process to speed-up implementation of pure technical improvements).
• Providing time and effort estimations for business and technical CRs (Change Requests).
• Proactively ensuring provided services are continually evolved to meet new delivery methods, practices and business requirements.
• Ensuring that processes and procedures are successfully implemented and maintained.
• Point of escalation for operational issues and problems.
• Providing high quality support for CTMS Service according to ITIL standard.

• Implementation and development of Business Intelligence based on Siebel Analytics 7.X.
• Creation and analyzing new users’ requirements related to strategic and current business decisions.
• Providing high quality reports sets for all business levels.
• Responsible for continually Business Intelligence solution improvement.
• Integrated different data sources in analytical module.
• Constant cooperation with COMPETENCE CENTRE in Belgium and external customers.
• Participation in Siebel CRM 7.X implementation in Poland.