Experience

• 

  Capgemini

  Sept 2011 - Mar 2013

  • IT Support Specialist (Customer Service Specialist)

    Jun 2012 - Mar 2013

  • IT Support Analyst (Customer Service Advisor)

    Sept 2011 - Jun 2012
• 

  Capgemini

  Jun 2013 - Dec 2015

  Change manager

  Service Delivery• Drive actions that increase the percentage of changes that are implemented correctly first time;• Ensure that change implementation risk is understood and mitigated to increase the likelihood of successful implementation at first attempt;• Ensure that all changes are managed as planned within the timescales agreed with the change requester;• Ensure all changes comply with internal controls and customer/regulatory controls;• Ensure agreed Request for Change (RFC) are entered correctly in the Change Control System;• Organize Change Advisory Board Meetings (CAB), ensure agenda and papers are issued to participants in good time;• Review, monitor and communicate the progress and final outcome of changes to all relevant parties;• Ensure a back-out plan is in evidence and has been considered within the overall implementation plan to minimize impact to service availability;• Ensure configuration items (CI) are liked to the change;• Ensure that full approval is granted prior to implementing changes;• Ensure change related documentation is completed and updated;• Ensure global process for Change Management is utilized.Customer/Supplier Relationship• Drive actions that minimize disruption to our customer’s environments due to changes;• Keep costs of change activities down;• Establish credibility with the client, delivery teams and 3rd party suppliers;• Understand the clients business and the impact of changes you manage on their environment.Service Excellence• Prioritizing of own work to meet internal/external deadlines; Show less

• 

  Rr donnelley polska

  Jan 2016 - Mar 2018

  It service support coordinator (change, incident & problem management)

  KEY RESPONSIBILITIES- Manage incidents, problems and changes according to agreed processes and inresponse to volumes and priorities. This includes being part of a 24x7 incidentmanagement rota - Engage relevant technical / business resources as necessary to ensure incidentsproblems and changes are progressed efficiently and effectively - Chair incident bridge calls, CAB calls, and Problem Review Boards to ensure effectivegovernance for each process - Manage communications as per process requirements with content appropriate to thetarget audience - Escalate issues to technical managers as necessary to ensure service levels are met - Provide analysis of trends / volumes / process compliance and associated reporting - Identify and facilitate opportunities for continuous improvement in the performance of theIT Service Desk and incident / problem / change processes, and provide input at formalreview points- Ensure all documentation and centralised tracking and logging systems are kept up todate - Provide subject matter expert advice, guidance and assistance to colleagues Show less

• 

  Hitachi vantara

  Apr 2018 - Jun 2024

  Responsible for leading multiple IT projects simultaneously in a fast-paced global environment. The responsibilities include defining, planning and executing projects according to set deadlines, specific budget, scope and technical standards. This includes identifying resources, coordinating the efforts of IT team members, internal business partners, Real Estate staff and associated regional vendors and third-party contractor or consultants in order to deliver projects according to plan.Additionally I am:- Assuring clear alignment of the project's objective to the long-term goals across all the stakeholders- Setting the pace and operating rhythm of the project in line with delivery approach, driving a culture of achievement, and ensures pace by identifying and removing barriers to project success- Building positive stakeholder relationships providing regular updates to resolve high-priority issues affecting the project- Understanding the business case drivers and collaborating with business stakeholders to deliver a scalable and future proofed solution- Developing a flexible delivery approach tailored to the business challenge for each project Show less Key Reponsibilities - Understand the services and represent them to the customers (serve as point of contact for escalated customer issues/resolution) - Be ready to advise on the available standards, methods, tools and applications related to the service being provided - Monitor incident queues and collaborate with service owners/organization to deliver expected services - Ensure the service meets agreed requirements by monitoring performance against Client Service Levels - Support incident and problem management processes - Coordinate change management and support developments- Prepare reports for meetings and monthly client reports for service levels- Responsible for the service management processes to serve the business requirements by forwarding and following the requests on the operation side- Drive continuous improvement of change, incident and problem management process and methodology- Work with internal and external parties to maintain IT systems and applications stability, keep service level and minimize risk during change implementation- Analyze change, incident and problem records to determine trends and define underlying causes, analyses service and customer impact, collect lessons learnt and take actions if needed- Proactively communicate with the manager regarding all issues and/or ongoing developments that may impact service quality to users, operational effectiveness or efficiency- Deliver regular, clear and transparent reporting on services under the scope of responsibility Show less

  • IT Project Manager

    Apr 2020 - Jun 2024

  • IT Service Delivery Manager

    Apr 2018 - Apr 2020
• 

  Canpack group

  Jun 2024 - now

  It project manager