Mateusz Góra

Managing Business Unit with profit and loss center (60+employees) providing various services for 20+ customers in Europe, Middle East, and Latin America.

Scope of services covered by teams in Managed Services Department:
- Service Level Managers - accountable for contracts with the biggest customers,
- Support - first line of support for BSS solution, running in 24x7 mode. In charge of Incident Management.
- Business Operations team responsible for Request Fulfillment. Team also focus on providing outsourcing of crucial business process for Telecom Operators.
- Application Management responsible Monitoring of application and business processes and for proactive Problem management
- Service Warranty dedicated team for Information Security Management, Availability and Continuity, Capacity Management

Department responsibilities:
- maintaining relations with customers (contract negotiations, service reporting)
- accountability for long term contracts with 20+ Telco Operators,
- financial management (profit and loss center)
- HR activities

IT Service Operation Management for several telecom operators whole over the world:
• Maintaining relations with customers
• Responsibility for areas :
- Incident and Problem Management,
- Request Fulfilment,
- Event Management,
- Access Management
• Monitoring quality of services delivered by team
• Addressing customer complaints in a professional and quick manner

HR responsibilities
• Hiring new employees
• Defining and managing roles & responsibilities
• Performing yearly review including setting goals for next period
• Coaching & motivating team members to deliver expected results
• Training and adaptation process for new employees

Pre-sales activities:
• Preparation offers for Managed Servies
• Conducting presentations to potential customers
• Constructing agreements between telecoms and Comarch Managed Services

Designing and developing business processes (based on ITIL)
Coordination of the team's tasks
Ensuring adequate level of service delivered to customers
Handling monthly released business projects
Managing incidents and problems related to business processes

Designing and developing business processes (based on ITIL)
Handling monthly released business projects.

Operations and support for several telecom operators in Billing systems.
System administration and development.
Solving incidents, problems and Service Requests

Operations and support for several telecom operators in Billing systems.
System administration, customer care.
Solving incidents, problems and Service Requests
Handling monthly released business projects

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Finalista polskiej edycji programu "I have a dream"