Michal Kowalczuk

From April 2008 I stepped into role of internal HP ITSM Consultant. This was strongly backed by ITIL v2 Managers Certificate in IT Service Management with double distinction (obtained October 2007) as well as ITIL v3 Expert Certificate (obtained in June 2010).

The role, played alongside with role of Team Leader, involved variety of projects, covering:
- Solutioning and startup of a new services
- Service delivery model planning and costing in presales phase - together with sales teams
- ITSM processes implementation
- ITSM Process improvements (LeanSigma method)
- Assistance in ITSM processes design for external customers
- Reviews, assessments and audits of service delivery solutions
- Management of service delivery relocation - on-shore => off-shore

The results were were: new services won by HP both in Poland and on European market, new and enhanced processes withing existing customers, timely and quality relocated services, etc.

Responsible for:

1) day-to-day management of 2nd level Support Team employees, setting goals, tracking perfromance, perfroming assesment of employees

2) acting as an representative in all interactions with customer, negotiating support deals, pefroming escalation management

3) creation of work effor estimations and negotiation with customers appropriate staffing levels

4) perfroming recruitement process - describing positions, interviewing candidates, hiring best ones

5) working in bid-support organization, preparing service proposals to external and internal customers, with special focus on Support part

Responsible for:

1) day-to-day incident management for global customer as a 2nd level support team member

2) monitoring and incident resolution

3) Ownership of Incident Management proces and Total Quality Management process - defining process, implementation and ongoing maintenance; perfroming trainings, tracking process key perfromance indicators, imporving process

4) running 3 projects of work reallocation from Europe to offshore locations

5) Implementing completly new support service for global customer