Tomasz Malinowski

Area: Renewable Energy

• Create and deploy industry benchmark SIAM (Service Integration and Management) framework and practices for Service Level Management and Release Management, interfacing other processes
• Identify stakeholders, existing processes and dependencies and integrate them into SIAM practices
• Assume and maintain ownership of the process and service
• Drive clarity on process and service definition, components, measurements and management
• Manage assigned process and service from an end-to-end perspective and across the lifecycle
• Drive projects and quality management practices across internal IT and Suppliers
• Integrate, led by example and act as change agent during transformation
• ServiceNow, MS Office, MS Visio

2019
• Area: Pharmaceuticals, Vaccines and Consumer Healthcare (one of Pharma global leaders, located in Poznan, Greater Poland District)
• Designing and managing a new service transition, partial onboarding management, including Confluence site design and creation
2020
• Occasional activity

Business and IT consultancy in regards to Strategy, Analysis, Processes (Business or IT) and advisory

• Business Analysis, requirements collection, solution selection and adjustment, support
• Business Processes Design, implementation, transition, handover to operations
• IT/ITSM Processes design, implementation, transition, handover to operations
• Dependency Management, Services / Components, Dependency Map
• Resources Management (Demand & Supply, Roles, Utilization Management)
• Business and IT Operation Support, dependency, interface
• BID Management and Pricing, Service Estimation, Service Calculation, Resources Utilization
• Request for Information (RfI) and Request for Proposal (RfP) Consultancy
• Continual Service Improvement, organizational change, improvement habit
• Business Support and Consultancy
• IT / ITSM Support and Consultancy
• Services Transitions and Transformations

• Area: FMCG (one of FMCG global leaders, located in Warsaw, Masovian District)
• Service Level Manager / Service Transition Manager, Service Transition Process Owner
• Service Transition process creation, implementation, setup, management, reporting, continuous improvement
• Connecting DevOps and Agile to ITIL
• MS Azure, ADO, AaaS, ServiceNow, Confluence, MS Office, Teams

Consultancy within IT projects and services in range of design, implementation, service operations, continual improvement and monitoring of IT systems - internal and for external partners and clients. Driving clients' needs and requirements.

Banking

• Continual Service Improvement (CSI): design, implementation and management of CSI process within standard tooling framework. Sharing CSI habits and assisting in performing positive organizational changes. Participating in various initiatives, which improves overall services maturity.
• Global IT compliance check: drive Global IT maturity checks and quality improvements across different Business and IT areas. Creating an opportunity to learn and grow in the expanding support area. Working with operational processes and projects and following up on the performance of those.

Main duties are around facing customer business ideas. Responsible for understanding customer needs and requirements and translate those to service solution from scratch, basing on Atos Technology Framework, which includes ITSM processes in accordance to Atos Service Management Model (ITIL based). Main activities
• Identification of customer's environment and understanding its business in order to better understand the needs and requirements to deliver adequate and suitable solution, offer and finally support
• Solution Management support, solution proposal basing on Atos Technology Framework, specifically ITIL framework and tooling areas
• BID support, effort estimation and service cost calculation due to solution chosen and ITIL framework selection
• Transition Management support, transition and implementation of new, prolonged or extended services including offshoring options
• Heavily involved in process evolution, to develop and implement a Continual Service Improvement (CSI) cycle across all processes for overall service (E2E perspective)
• CCA Process Owner and driver for CEE Region - continuous control assurance (quality assurance, compliance check, maturity assessment)
• Provide effective mentoring and advice to more junior colleagues which engages, motivates them and develops an excellence culture in ITIL process management
• Building and managing professional relationships with key business partners and peers within various services

Main duties are around Service Desk staff, IT processes and services as well as Continual Service
Improvement for IT services as a whole from end-to-end perspective. Plan, coordinate and supervise the execution of operational assignments as well as projects and transitions. Workload control and future work projection. Ensure performance metrics and KPIs fulfillment together with corrective and preventive actions. Ensure team challenges. Knowledge sharing plans between Service Desk and 2LS Teams with regular Operational meetings.

Team Management in day-to-day duties
• Plan, coordinate, and supervise the execution of work assignments, workload and projects for
Service Desk personnel
• Analyze workflow, process, goals and policies to continually improve the quality of customer
service provided to the business
• Ensure adherence to policy and procedures using reports on Service Desk activities,
performance, and operational issues
• Regular review and driving of Key Performance Metrics
• Meet regularly with Service Desk staff on a one-on-one basis
• Work with second and third level resources to coordinate transfer of knowledge regarding
ongoing and future projects that impact Service Desk
• Ensure understanding of Global IT structure and business lines for better support and
recommendations
• Ensure understand and deliver Global IT Service Management processes for better alignment
with the Business
• Intake and triage of Incidents and Requests
• Collect and manage users’ concerns

People Management
• Planning schedule and shifts
• Interviewing of potential candidates
• Training of new Service Desk analysts
• Holding performance reviews with feedback and action/development plans for analysts
• Holding regular team meetings and F2F meetings with analysts, collecting action points
• Performance reviews and annual appraisals
• Development plans for SD Agents
• Virtual Team(s) Management across different locations in Europe.
• Team motivation to deliver top-quality service

Responsible for Internal IT contract service improvement (CSI) including end-to-end process chain
setting (Service Delivery Model), through all company departments and 3rd parties.
• Building a CSI process with interfaces to other processes – I/O alignments within the chain
• Building a supply chain management vision for services
• Managing CSI Register
• Managing virtual teams for CSI actions execution
• Building awareness and implementing pro-active mindset for quality improvement
• Defining KPI and operational reporting

Continual Service Improvement Regional Process Owner (RGPO) for Atos Internal IT

Atos Service Management Centre manages processes for whole company. Acting mainly as a Problem Manager. Responsible for process design and implementation, maintaining and managing process, ensuring process agreed quality (KPIs) and continual improvement (CSI). Managing root causes investigations (RCA) and Proactive problems analysis, defining corrective actions. Coordinating cross-departments team working. I'm also working in/with or close to:
• Incident Managenet (IM)
• Problem Management (PRBM)
• Change Management (CxM)
• Capacity Management (CAP)
• Availability Management (AVM)
• Continual Service Improvement (CSI)
• Service level management (SLM)
Building business continuity plans. Being a SPoC for NL contracts in Service Management Center area For now supporting Atos IT contract.
In parallel I’m a part of Service Point, preparing solutions for new services or service extension queries (BIDs). Preparing service calculations including staffing, service type, financial aspects, risks etc. Preparing and handling transitions.
Currently sharing a vision and trying to implement an IT chain management.

Problem Management Regional Process Owner (RGPO) for Atos Internal IT

Network & Security Services department Incident & Problem Coordinator. Responsible for high priority Incidents and Problems coordination, leadership within 'network and security' department in consist of 1st, 2nd and 3rd Line Support. Involved services are Monitoring (24x7), WAN, LAN, DCLAN, Voice and Security. Support to local and global services. Keeping an eye on high priority Incidents and Problems, including Crisis's, driving hardest cases personally. Making analysis and decisions in running (production) environment and responsibility taking.
Updating existing and creating new processes. Arranging KPIs, improving services. Organizing regular meetings with teams. Participating in projects, taking over existing and setting up new services. Modifying and creating processes and documentation. Meetings organization, Crisis’s meetings leadership. Service improvement.

Become a Team Leader of Network Operations Centre group, leading 10+ people, participating in taking over new responsibilities (service extensions), preparing a Work Instructions according to processes, participating in service improvement, taking over new contracts (transition), assisting to a manger. (members number still increasing, creating sub-teams). Being first level of possible escalations. Decision making within high priority incidents and problems. Taking part in crisis meetings.

Network Operations Centre group member, working on shifts of 24x7 services, monitoring a company network and clients' networks connected, performing a monitoring and first line support engineering. Being a part of information centre.