Sebastian Kowalczyk

• Managing the daily operations of the IT Service teams
o Service Desk
o Service Desk BackOffice
o Blackberry Administration
o Security Operations
o Quality Assurance
o IT Service Management (Incident, Problem, Change,
Knowledge Management)
o Procurement Services
o Telecom Administration
• Managing the Account effectively in such a way that the services supplied to the client satisfy the requirements of the Service Delivery Account Team and meet contractual commitments. Ensuring high quality of service.
• Managing the transition process for inward-bound client services, ensuring that all practices and procedures are implemented and maintained in accordance with service centre best practices.
• Managing teams’ performance and aiming to exceed SLA targets. Recommending and implementing action plans as appropriate to address any shortfalls.
• Financial Reporting - reporting on forecasts and actuals, explaining variances & subsequently improving the process.
• Managing cost-saving and revenue enhancement initiatives.

• Leading and supporting development, implementation and maintenance of Best Practice standards and the management of the delivery process to those standards.
• Project managing service improvement initiatives from conception through to implementation.
• Assisting with the transition process for inward-bound client services.
• Ensuring consistency in implementation and use of all available systems and tools as well as service processes and procedures.
• Planning and implementing internal (not customer-faced) operational and procedural changes according to the Continual Improvement Plan.
• Coordinating implementation of new processes.

• Service Delivery Management.
• Providing performance metrics for the project team.
• Quality checking to ensure service levels are met at all times.
• Maintaining service levels by regular monitoring and performance reviews.
• Problem monitoring, resolution and escalation.
• Recruitment, work time planning, HR and administrative support.
• Project Management – due diligence, transition.

• Providing guidance on KM best practices
• Daily housekeeping and administration to ensure the efficient running of the
Knowledge Base
• Maintaining documentation to both company and client standards
• Project management – due diligence, transition

• Taking over Incidents which cannot be solved immediately with the means of 1st Level
Support
• SLA & KPI reporting;
• Accurately record and classify all incoming Incidents with appropriate priority, category and incident summary details

• Undertaking initial diagnostics of the incident, using the tools available and resolving as many as possible on initial contact
• Registering and classifying received Incidents and undertake an immediate effort in
order to restore a failed IT Service.
• Transferring Incidents to expert Technical Support Groups (2nd Level Support)