Blazej M.

Experience

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  LG Electronics

  Jan 2007 - Jun 2010

  Customer Service Engineer

  SVC Parts -Section Leader, Innovations Leader, G-ERP kay user.

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  IBM

  Jun 2010 - Nov 2021

  - Leadership of the application services delivery team and direct teams (74+ FTE) to develop program, project, product, and business strategies, implementing resulting solutions to meet contract deliverables. - Product/ Application owner for 8 ITSM tools supporting 600+ accounts across Europe and Customers located over the world with yearly revenue on 10M$ level- Build client satisfaction through formulation, development, implementation, and delivery of application services responding to client requirements as specified in the contract or Statement of Work (SOW)- Manage and direct IBM resources to deliver services and solutions to support client organization, coaching, mentoring and managing a diverse team- Own quality for service provided by the delivery organization and are responsible for tracking and reporting on service level performance- Control portfolio costs in-line with budget/forecast- Conduct weekly reviews of various Service Delivery domains including Application domain to ensure the team is guided to achieve & maintain the required service quality.- Last escalation point for the ISM Europe customers located around the world, management of complex escalations.- Hiring and Demand Management, new ISM Members recruitment to fulfill business demands Exibir menos - Day-to-day management and leadership of Service Delivery Managers, Infrastructure Service Managers, Incidents Managers, Change Managers and Problem Managers, supporting ISM SCCD (Maximo) applications in use of 600+ accounts across Europe and customers located over the world to ensure that business expectations are meet - Acting as Service Management Consultant for new SCCD applications based on Softlayer technology to release full operational environment to BAU, which guaranty service availability on agreed level- Collaborating with ISM Europe Global DPE & UK, DE, PL HUB DPEs. - Leader of weekly interlocks and weekly/monthly service performance reviews to ensure proper service execution with the respect to the contracted obligations- Hiring and Demand Management, new ISM Members recruitment to fulfill business requirements- Processes improvement by applying the best work practices like ITIL , ITUP to guaranty the service operations continuity and proactive elimination of risks- Monitoring and Service Continual Improvement implementation for SLA / SLO executions to ensure agreed targets are meet and high quality service delivered to the accounts - Second escalation point for the ISM Europe customers located around the world, management of complex escalations (on call 24/7)- Ensuring that ISM processes documentation is accurate and up to date according to the organization process changes, responsible for each process documents validation- Managing and driving expectations, compliance, security with regards to the Customer’s selected Service and Support tier. Exibir menos - Major Incidents management with the respect to the service outage described in SLA- Manager on Duty (MoD), on call support for major incidents 24/7- First escalation point for the 100+ accounts located in Europe.- Management of relationship with customers.- Problem management support for ISM application environment (WAS, DB2)- Responsibility for service delivered for customer according to contract.- Definition, establishment, quality, compliance and continuous improvementof delivery processes and development of Best-Practices, delivery models.- Responsibility for compliance of SLAs (KPIs, OLAs), which were agreed with the customer, aswell as the responsibility for customer’s satisfaction.- Service Reporting (internal and to the customer) in accordance with the contract.- Control of budget (project expenses, indirect expenses, etc.).- Continuous efficiency increase, project expenses reduction as well as optimization of theutilization of the involved center organization.- Project-oriented leadership of customer teams from different locations.- Escalation authority concerning prioritizing.- Integration in IBM-wide organization.- Support drive of profitable revenue growth.- Continually identify ways to reduce costs of delivering the services. Exibir menos - Lead Service Delivery Manager and Functional Lead for Service Desk Service Delivery Managers. - Management of relationship with customer.- Responsibility for service delivered for customer according to contract.- Definition, establishment, quality, compliance and continuous improvement of delivery processes and development of Best-Practices, delivery models.- Responsibility for compliance of SLAs (KPIs, OLAs), which were agreed with the customer, as well as the responsibility for customer’s satisfaction.- Service Reporting (internal and to the customer) in accordance with the contract.- Control of budget (project expenses, indirect expenses, etc.).- Continuous efficiency increase, project expenses reduction as well as optimization of the utilization of the involved center organization.- Project-oriented leadership of customer teams from different locations.- Escalation authority concerning prioritizing.- Integration in IBM-wide organization.- First escalation point for the customer.- Support drive of profitable revenue growth.- Continually identify ways to reduce costs of delivering the services. Exibir menos - Discharges management responsibilities common to IBM managers.- Provides leadership over IBM’s framework of internal control including key elements such as the quarterly cadence of key controls testing, proactive risk assessment and review, Management Self-Assessment of Control (MSAC). Uses in-depth knowledge of the framework to ensure the required controls mechanisms are in place. Promotes understanding by line management and assesses whether the framework is employed appropriately to identify and mitigate controls and business risk.- Acting as a Trusted Business Advisor by collaborating with business leaders to build a risk-aware culture and enhance risk management practices to identify and mitigate controls risks and continuously improve the control posture of the company. Demonstrates knowledge of the client’s current business goals and requirements when developing assessments and recommendations. Provides advice, counsel, and support targeted to adding value, e.g., reduce complexity, add efficiency, reduce risk.- Teams with Internal Audit, Risk Management and Trust and Compliance to proactively consider IBM’s changing global footprint to assess emerging risks and the adequacy of controls. Collaborates with a network of key influences on common goals and seeks to identify and mitigate known risks or conflicting interests to achievement of business goals.- Leading the staff to deliver higher value through analytics, process improvement, and the development of a vibrant community. Leads team/project efforts utilizing data analytics across a wide array of internal and external sources to proactively assess design and effectiveness of processes and controls.- Insures all risk-based controls analysis, reporting and advisory support delivered by the staff are accurate and timely; highlights problem areas and recommends corrective action. Provides advice and counsel to high-level staff and subject matter experts. Exibir menos - Establishing and maintaining Customer context to align the Services organizations efforts, while providing quality scoping of Customer requirements so that multiple areas of the business can fulfill with ease.- Acting as a primary point of contact for a Customer, engaging the right resources within IBM to both manage and escalate business issues.- Serve as an escalation point for all Customer related Service issues.- Managing and driving expectations and compliance with regard to the Customer’s selectedService and Support tier,- Perform as an active contributor to Global Customer programs.- Accomplish KPI targets set around responsiveness, proactivity, quality and compliance.- Remain focused, at all times, on the Customer experience and satisfaction impact, advocating the Customer requirements and expectations within IBM Exibir menos

  • IBM Control Desk Europe Delivery Partner Executive

    Jan 2017 - Nov 2021

  • ICD Europe Service Management Lead

    Jan 2015 - Jan 2017

  • Advisory Service IT Delivery Manager - ISM Europe

    Mar 2014 - Jan 2015

  • IT Service Delivery Manager - BP (Brithis Petroleum) ISD

    Jan 2013 - Jan 2014

  • IT Business Controls Service Manager - BP (Brithis Petroleum) ISD

    Jan 2012 - Jan 2013

  • Client Support Manager

    Jun 2010 - Jan 2012
• 

  Kyndryl

  Nov 2021 - now

  • GLPI EMEA Delivery Partner Executive

    Jan 2024 - now

  • IBM Control Desk Europe Delivery Partner Executive

    Nov 2021 - now