Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Dorota Olkowicz

Dorota Olkowicz

Mysłowice

Summary

Over 15 years of experience in IT specializing in Service Request Management, Catalog, and Portal solutions. Proven track record in leading service transitions, process design, ITSM tool migrations (e.g., Remedy to ServiceNow MSP), and platform enhancements. Skilled in stakeholder collaboration, SLA compliance, dashboarding, and solution consulting. Known for customer-centric mindset, strong analytical skills, and proactive approach to continuous improvement.

Overview

19
19
years of professional experience
1
1
Certification

Work History

IT Service Manager and Process Owner

Capgemini
04.2020 - Current
  • Key Responsibilities:
  • Service Request and Catalogue Management processes: process policies, procedures and KPIs design, implementation & management, contractors/ vendors/ STPs compliance, data quality, audit, reporting and SLAs; handling complaints and escalations, analysis of CSAT results; team task prioritization & division.
  • Procurement services: ensuring supply chains and procedures, item stock management based on forecast and feeding to catalogue product changes.
  • IT Catalogue and Portal- continual catalogue extension with new products & services; maintenance of Portal and Catalogue information. Main responsibilities included: gather requirements, build user stories, design, build & test catalogue items, process flows and fulfilment task automations - close work with ServiceNow developers, client Product Owners & Procurement teams.
  • Process and tooling improvements: gather requirements and create business case, work with developers & vendors on solution; design and test Solutions considering multi-tenant platform limitations; handle & monitor ITSM tooling issues; enhancements effort estimation.

Service Management Consultant

Capgemini
11.2015 - 03.2020
  • Process KPIs, SRM reports, SI activities including oversight of supplier's & contractors' performance and resolution of process gaps & process disputes; design and review of SRM procedures; consult and build Service Request Models and translate them to usable ITSM Work Order and Task Templates; document and maintain request knowledge base; work with project and service introduction teams on the new SRDs.

Service Management Analyst

Capgemini
10.2014 - 10.2015
  • The IT ecosystem (internal and external suppliers and vendors) performance and KPIs and regular and ad-hoc reporting. Ensure the process is adhered to and followed by IT Ecosystem suppliers.

Release Analyst and Change Manager

Capgemini
10.2013 - 09.2014
  • Release Analyst: Estimate SD effort in project participation, oversee and coordinate SD project activities for accomplished deliverables, work closely with PMO office on new project demands and report on project progress.
  • Change Manager: management of RFCs and escalation point for change management team for the process related issues.

Team Leader and Change Manager (Secondment)

Capgemini
04.2013 - 09.2013
  • Oversee performance of Change, SRM and IMAC Procurement Teams, implement improvement plans and initiatives for the processes. Work with client on the initiatives to improve SRM Portal.

Change Coordinator

Capgemini
04.2011 - 09.2013
  • Day-to-day close monitoring of changes and ensuring they are correctly raised, reviewed, scheduled, timely approved, implemented or backed-out if necessary.

Customer Care Specialist and SRM Analyst

Capgemini
01.2009 - 03.2011
  • Customer Satisfaction Surveys and re-opening incorrectly implemented cases. Ensure SRs are correctly raised, implemented and closed. Coordinate the complex and problematic requests if required.

Lector and translator of English in 2 Language Schools

Domena’ and Proteuss’ Language Schools
09.2006 - 12.2008
  • Teaching Foreign Language the children of various age profiles; doing random translations of leaflets and instruction materials.

Education

High School Diploma -

Tadeusz Kościuszko General Secondary School
Mysłowice, Poland
06.2002

Bachelor of Arts - Methodology

Foreign Language Teacher Training College
Sosnowiec, Poland
06.2006

Master of Arts - English Literature

University of Silesia
Katowice, Poland
06.2008

Skills

  • IT service management expertise

  • Integration and Supplier Management

  • SRM / Catalogue Management

  • Procurement management

  • Change management

  • IT service management tools

  • Task prioritization

  • ServiceNow

  • Service portal management

  • Design, Planning and Testing

  • Reporting and Data analysis

  • Translating requirements into a business case

  • Build user stories for system adjustments

  • System Enhancements

  • Business analysis

  • SLA management

  • Staff Management

  • Process improvement solutions

  • Decision-Making

  • Tenacious work ethics

  • ITIL expertise

  • Documentation creation and management

  • Teamwork and collaboration

  • Attention to detail

  • Problem-solving abilities

  • Multitasking Abilities

  • Reliability

  • User experience design

  • Organizational skills

  • Effective communication

Certification

  • 2015-11 ITIL Foundation Certificate in IT Service Management, AXELOS Global Best Practice
  • 2016-11 ITIL Intermediate Certificate in IT Release, Control and Validation, AXELOS Global Best Practice
  • 2017-11 ITIL Intermediate Certificate in IT Operational Support and Analysis, AXELOS Global Best Practice
  • 2024-07 ChatGPT Unleashed: Master GPT-4 & Prompt Engineering
  • 2024-12 ServiceNow courses completion badges, ServiceNow My Learning Platform

Languages

English - C2
Polish - C2
German - A2
French - A1

Timeline

IT Service Manager and Process Owner

Capgemini
04.2020 - Current

Service Management Consultant

Capgemini
11.2015 - 03.2020

Service Management Analyst

Capgemini
10.2014 - 10.2015

Release Analyst and Change Manager

Capgemini
10.2013 - 09.2014

Team Leader and Change Manager (Secondment)

Capgemini
04.2013 - 09.2013

Change Coordinator

Capgemini
04.2011 - 09.2013

Customer Care Specialist and SRM Analyst

Capgemini
01.2009 - 03.2011

Lector and translator of English in 2 Language Schools

Domena’ and Proteuss’ Language Schools
09.2006 - 12.2008

High School Diploma -

Tadeusz Kościuszko General Secondary School

Bachelor of Arts - Methodology

Foreign Language Teacher Training College

Master of Arts - English Literature

University of Silesia

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Dorota Olkowicz