пропозиції роботи
Piotr Krawczyk
IBM
Wrocław,
dolnośląskie
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Umiejętności
Change Process
Coordination Of Projects
Event Management
ITIL
Maximo
Microsoft Excel
Microsoft Office
Microsoft Word
Project Management
Services Delivery
Microsoft PowerPoint
Zarządzanie zespołem
Client Service
Certyfikat ITIL v3
People Management
IBM Lotus Notes
Change Management (Zarządzanie Zmianą)
Manager
Service Now
Outsourcing IT
Delivery mangement
Incident Managment
Customer Relationship Management
Microsfot Windows 7
Remedy
Customer Focus
Disaster Recovery (DR)
Service Delivery Manager
Customer orientation
Backup and recovery
Języki
angielski
biegły
polski
biegły
rosyjski
dobry
niemiecki
podstawowy
łaciński
podstawowy
Doświadczenie zawodowe
Service Delivery Manager
- Primary contact between the DPE (Delivery Project Executive) and delivery support organization
- Acting as DPE backup during his absence
- Primary contact and escalation point for client / business
- Provide leadership and direction to the Service Delivery teams globally (150+ people)
- Account planning and delivery support strategy
- Client satisfaction and client relationship management
- Supervision on daily basis over On Time Service Delivery for customer
- Own Disaster Recovery plan
- Manage Service Level by SLA, SLO, DOU, Consumption monitoring, validation and reporting
- KPI monitoring and analysis
- Defect prevention, risk mitigation and contingency planning
- Proactively monitor the problem and change process and manage problem and change issues and
alerts as needed
- Drive / participate and coordinate crisis management
- RCA validation and delivery
- Problem resolution
- Major Incident Management and Manager on Duty (MoD) responsibilities
- Drive / participate and coordinate audit readiness and compliance
- Access rights handling
- Escalation management
- Hosting annual customer’s visits, providing all support required
- Acting as DPE backup during his absence
- Primary contact and escalation point for client / business
- Provide leadership and direction to the Service Delivery teams globally (150+ people)
- Account planning and delivery support strategy
- Client satisfaction and client relationship management
- Supervision on daily basis over On Time Service Delivery for customer
- Own Disaster Recovery plan
- Manage Service Level by SLA, SLO, DOU, Consumption monitoring, validation and reporting
- KPI monitoring and analysis
- Defect prevention, risk mitigation and contingency planning
- Proactively monitor the problem and change process and manage problem and change issues and
alerts as needed
- Drive / participate and coordinate crisis management
- RCA validation and delivery
- Problem resolution
- Major Incident Management and Manager on Duty (MoD) responsibilities
- Drive / participate and coordinate audit readiness and compliance
- Access rights handling
- Escalation management
- Hosting annual customer’s visits, providing all support required
Team Leader
- Management of workload handled by 30 team members fairly and effectively, coordination, monitoring of progress
- Plan rosters, attendance and vacations of team members to assure required service coverage
- Directly participate in solving of complex problems and demonstrate seniority and expertise
- Control service quality and drive corrective actions, when appropriate
- Participate actively in planning and execution of workload transfers to the team
- Review education plans and support planning of skills transfers for new team members
- Support hiring of new team members
- Support of first line manager on daily basis
- Act as focal point for given part of the service towards the manager
- Act as a first escalation point for issues
- Monitoring of overall climate and managing positive atmosphere and cooperation in the team
- Providing directions and advice to other colleagues when appropriate
- Supporting evaluation of individual's performance by giving appropriate feedback to manager
- Encouraging employee initiatives leading to support IBM Foundational Competencies
- Acting as Global Delivery Framework (GDF - IBM's version of Sig Sigma) Focal Point for the team
- Serving as primary contact for customer in cases related to every day work of the team
- Supervision on daily basis over On Time Service Delivery for customer
- Escalation management
- Reporting
- Plan rosters, attendance and vacations of team members to assure required service coverage
- Directly participate in solving of complex problems and demonstrate seniority and expertise
- Control service quality and drive corrective actions, when appropriate
- Participate actively in planning and execution of workload transfers to the team
- Review education plans and support planning of skills transfers for new team members
- Support hiring of new team members
- Support of first line manager on daily basis
- Act as focal point for given part of the service towards the manager
- Act as a first escalation point for issues
- Monitoring of overall climate and managing positive atmosphere and cooperation in the team
- Providing directions and advice to other colleagues when appropriate
- Supporting evaluation of individual's performance by giving appropriate feedback to manager
- Encouraging employee initiatives leading to support IBM Foundational Competencies
- Acting as Global Delivery Framework (GDF - IBM's version of Sig Sigma) Focal Point for the team
- Serving as primary contact for customer in cases related to every day work of the team
- Supervision on daily basis over On Time Service Delivery for customer
- Escalation management
- Reporting
Customer Technical Leader
- Daily cooperation with Customer Focal Point, Service Delivery Manager, and service 1st line
managers
- Gathering information and if necessary, providing investigation regardless priority or escalated
orders / requests
- Creating and providing daily reports for IBM top management (PE, DPE) regardless priority orders status (software & hardware)
- Leadership over E2E Service coordinator team (15+ people) responsibilities
- Participation in management global meetings (conference calls), providing information and analysis
related to IT process delivery
- finding gaps in IT service delivery process
- escalation management
- knowledge transfer and coaching of IBM E2E Service Coordinator team
managers
- Gathering information and if necessary, providing investigation regardless priority or escalated
orders / requests
- Creating and providing daily reports for IBM top management (PE, DPE) regardless priority orders status (software & hardware)
- Leadership over E2E Service coordinator team (15+ people) responsibilities
- Participation in management global meetings (conference calls), providing information and analysis
related to IT process delivery
- finding gaps in IT service delivery process
- escalation management
- knowledge transfer and coaching of IBM E2E Service Coordinator team
Service Coordinator
- Supervision of business processes related to delivery of IT services (Software and Hardware)
- Work planning and control of resources (also human resources) needed to fulfill customer’s orders
- Customer support and contact point
- Lead projects related to implementation of new organizational and technical solutions for the
customer
- Analyze the projects and propose new ways of process improvement
- finding gaps in IT service delivery
- maintaining good relations with customers and IBM teams supporting IT service delivery; acting as focal point for both sides
- escalation management
- Work planning and control of resources (also human resources) needed to fulfill customer’s orders
- Customer support and contact point
- Lead projects related to implementation of new organizational and technical solutions for the
customer
- Analyze the projects and propose new ways of process improvement
- finding gaps in IT service delivery
- maintaining good relations with customers and IBM teams supporting IT service delivery; acting as focal point for both sides
- escalation management
Sales and Marketing Specialist
QL24 Europa Publishing House
- supervision over IT education portal and platform
- communication with customers
- maitaining good relations with the customers
- customers data protection
- customers educational trainings
- taking part in business planning
- reporting
- social media reasarch
- web advertisement
- portal admin responsibilities
- communication with customers
- maitaining good relations with the customers
- customers data protection
- customers educational trainings
- taking part in business planning
- reporting
- social media reasarch
- web advertisement
- portal admin responsibilities
Sales and Marketing Specialist
- advertising sales
- communication with customers
- maintaining good relations with the customers
- customer's data protection
- reporting
- communication with customers
- maintaining good relations with the customers
- customer's data protection
- reporting
teacher and tutor
Primary School No.68
- history teacher
- tutor
- communication with disciple's parents
- reporting
- education planning
- leading occassional events
- tutor
- communication with disciple's parents
- reporting
- education planning
- leading occassional events
Junior Secondary School No.13
teacher and tutor
- history teacher
- tutor
- communication with disciple's parents
- reporting
- education planning
- leading occassional events
- tutor
- communication with disciple's parents
- reporting
- education planning
- leading occassional events
Szkolenia i kursy
ITIL v3 Foundations GR750105102PK
ITIL v3 Intermidiate - Service Operations 02935885-01-KUBV
Leadership in a Project Team Enviroment
ITIL v3 Intermidiate - Service Operations 02935885-01-KUBV
Leadership in a Project Team Enviroment
Edukacja
history, magisterskie
Uniwersytet Wrocławski
Specjalizacje
Administracja biurowa
Wprowadzanie/Przetwarzanie danych
Internet/e-Commerce/Nowe media
Zarządzanie produktem
IT - Administracja
Zarządzanie usługami
Obsługa klienta
IT/Telekomunikacja
Public Relations
Zewnętrzny PR
Zainteresowania
history, martial arts, gym, basketball, football, rock music, books, computer games, internet
Inne
Computer: MS Office, Lotus Domino platform, Maximo, ARS Remedy, Service Now, XHTML basics
Driving license: Category B
Personal qualities: very good communication skills, strong leadership, adaptable, well organized, quick learner, strong interpersonal skills, ability to work well under stress, good sense of humor
Publications: The Monography of Primary School No.68 in Wroclaw, Wiking Publishing House, Wrocław 2008, ISBN 978-83-7346-070-6
Driving license: Category B
Personal qualities: very good communication skills, strong leadership, adaptable, well organized, quick learner, strong interpersonal skills, ability to work well under stress, good sense of humor
Publications: The Monography of Primary School No.68 in Wroclaw, Wiking Publishing House, Wrocław 2008, ISBN 978-83-7346-070-6
