Radosław Rutkowski

As a Service Availability Manager for ISM Maximo application I’m responsible for delivery of the strategic ticketing and configuration management tool to French customers according to Service Level Agreement targets and compliance policies.

My responsibilities include:
• Managing relationship with customers, technical support and process teams.
• Request fulfilment: Reviewing and implementing customer service requests including handling customer escalations.
• Incident management: Coordinating work of technical teams to restore service as quickly as possible. Communicating incident impact to customers via service bulletins and executive alerts. 24x7 on-call support for major incidents.
• Problem management: Overall accountability for Root Cause Analysis documents for problems. Implementing service improvement actions.
• Change management: Overall accountability for planning, resourcing, and coordinating change implementation. Customer communication.
• Providing leadership and sharing knowledge with both technical (application, database, middleware) and process (incident, change, compliance management) teams
• Certificate management: Overall accountability for renewing SSL certificates as needed.
• Performing project activities in service-related projects.
• Service-oriented executive reporting.
• Negotiating with customer and the teams.
• Managing conflict to achieve maximum results and minimum service impact.
• Continuously seeking for service improvements and implementing improvement actions in a controlled manner.

As an Infrastructure Service Delivery Manager I was responsible for delivery of the IT service infrastructure components as well as applications to both internal customers and application owners (UK-based) according to Service Level Agreement targets and compliance policies.

My responsibilities included:
• Contract management: Signing, reviewing, renewing and terminating contracts and agreements with service support units and external suppliers
• Software license management: Overall accountability for procuring, renewing and terminating software licenses for infrastructure software components from the vendors.
• Request fulfilment: Reviewing and implementing customer service requests.
• Providing leadership and sharing knowledge with both technical (data center engineers, operating system/middleware/application support) and process (incident, change, compliance management) teams
• Incident management: Coordinating work of technical teams to restore service as quickly as possible. 24x7 on-call support for major incidents.
• Problem management: Overall accountability for Root Cause Analysis documents for problems. Implementing service improvement actions.
• Change management: Planning, resourcing, approving and coordinating change implementation. Customer communication
• Compliance management: Overall accountability for identifying and mitigating compliance issues. Implementing security patches via change process.
• Project management. Performing project activities in service-related projects.
• Service-oriented executive reporting.
• Financial management: Reviewing and controlling service related costs (including labor) and service recoveries
• Managing relationship with customers, technical and process teams.
• Negotiating with customer and the teams.
• Managing conflict to achieve maximum results and minimum service impact.
• Continuously seeking for service improvements and implementing improvement actions in a controlled manner.

• Creating customer documentation in system and entity projects according to given deadline and scope.
• Initiating documentation updates.
• Responding to change requests and fault reports within the given time frame.
• Proactively searching for feedback from document end-users (customers and internal personnel) and defining improvement actions.
• Ensuring top documentation quality, through continuous cooperation with editors, engineers, and R&D experts.
• Finding most relevant R&D contacts, and testers for assigned documents.
• Preparing the network in the lab environment to be ready for document testing.