Service Delivery Manager
DXC Technology
05.2008 - Current
Hi, I’m
Agata Rogalska
Service Delivery Manager
„The function of leadership is to produce more leaders, not more followers.”
Ralph Nader
Timeline
Politechnika Łódzka
09.2003 - 06.2006
Work History
DXC Technology
Service Delivery Manager
05.2008 - Current
Job overview
- Assisted in coordinating service delivery processes to enhance customer satisfaction.
- Supported implementation of service management tools to streamline operations.
- Collaborated with team members to troubleshoot service-related issues effectively.
- Maintained accurate records of service requests and resolutions for reporting purposes.
- Engaged with stakeholders to gather feedback and improve service offerings.
- Helped develop training materials for new staff on service delivery best practices.
- Contributed to continuous improvement initiatives by identifying areas for efficiency gains.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated new hire recruitment, training and development.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Supervised operations of 24-hour customer service desk staffed by 5 team members.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Managed third-party contracts to drive delivery of required services.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
Overview
17
years of professional experience
3
years of post-secondary education
Education
Politechnika Łódzka
09.2003 - 06.2006
Skills
Data analytics
Incident investigation
Customer satisfaction
Case documentation
Client needs assessments
Client relationship management
Training and coaching
Client relationships
Incident management
Performance improvement
Schedule coordination
Service level agreement management
Quality monitoring
Service desk oversight
Service solution development
Effective listening and communication
Problem-solving
Attention to detail
Problem-solving abilities
Critical thinking
Team leadership
Daily operations management
Logistics analysis
Summary
Service delivery professional with proven track record in managing complex projects and improving client satisfaction. Skilled in resource allocation, process optimization, and risk management. Focused on fostering team collaboration and aligning with organizational goals to drive success. Known for flexibility in adapting to changing needs and consistently delivering results. Experienced with managing service delivery operations, ensuring seamless service integration. Utilizes strategic planning and stakeholder management to enhance service efficiency and client satisfaction. Track record of implementing process improvements and leading high-performing teams. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Languages
English
Advanced (C1)
Polish
Bilingual or Proficient (C2)
Interests
Process Optimization
Digital Transformation & Innovation
Artificial Intelligence
Emotional Intelligence & Personal Growth
Animal Welfare (especially dogs 🐾)
Psychology of Human Behavior