Michal Leszczynski

Acting as primary contact between the DPE and delivery support organization
Leading and directing the delivery teams to ensure the services are delivered in line with contractual obligations
Optimizing the availability of IT infrastructure, systems and services to meet the commitments made to commercial accounts
Ensuring quality of service and managing cost of delivery by looking at better ways to provide service in a cost-effective manner
Actively participating in projects as well as in incident, problem and change management processes
Supporting DPE in the management of service related issues
Ensuring compliance of IT infrastructure, systems and services with security policies and standards
Risk managing threats within IT infrastructure, systems and services
Providing incident, problem and change reporting & analysis to identify issues and trends and develop action plans

The Operations Manager is responsible for delivery of the services as described under the Inter-Company Agreement (ICA) or direct contract with the client in collaboration with the Capgemini’s Service Delivery Manager (SDM) and Eastern European Service Centre management team. This role priorities are; assurance that appropriately skilled and trained resources are deployed into the service and that they are working in accordance with agreed internal and customer procedures and standards.
The overall objective of the Operations Manager is to manage the service effectively in such a way that the services supplied to the clients satisfy the requirements and meet contractual commitments.
The Operations Manager acts as a focal point of contact for all Service Centre related activities and duties associated with the service provisioning working directly with the Service Delivery Account Team, the client and other stakeholders at a senior management level.

Managing a team of Back Office specialist and project consultants;
Managing team's development and planning team's training;
Motivate team members to provide excellent client service and improve their abilities;
Proactively managing team performance / production of deliverable, aiming to exceed SLA targets, recommending and implementing action plans as appropriate to address any shortfalls;
Daily and hourly management of resources and work schedule;
Providing a first point of escalation for the team in respect of service/delivery issues;
Assisting in the planning and implementation of agreed changes to the delivered services;
Monitors and ensures quality of customer service and proper ticket handling;
Managing CSIP (Continual Service Improvement process) items and reporting directly to UK Management (Capgemini and Client);
Supporting the Service Transition to the delivery center;
Managing and coordinating Project Work resources and activities.
Managing project's knowledge base and support documentation;
Identifying knowledge gaps and executing corrective actions;
Managing Knowledge Transfer and Shift Left.

Providing a point of escalation for client, resolving teams and UK placed management; Monitoring and maintaining progress of incidents through to resolution;
Providing Major Incident Management service and participating in RCA (Root Cause Analysis) process;
Chairing day to day conference calls for UK placed Management;
Recommending action plans as appropriate to address any shortfalls;
Development and implementation of internal procedures;
Undertaking customer satisfaction surveys;

Undertaking initial diagnostics of the incident, using the tools available and resolving as many as possible on initial contact;
Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages;
Proactive flagging incidents where no knowledge solution was found;
Meeting or exceeding the level of Service when responding to all incoming incidents;
Accurate and timely hand off to other resolving teams;