Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Additional Information
Generic

Emily Mungai

Warsaw

Summary

Experienced IT Service Management professional with over 7 years in the IT sector, specializing in Change Enablement and Release & Deployment processes. Adept at driving process standardization, implementing ITIL best practices, and fostering continuous improvement within Agile and DevSecOps environments. Proven ability to lead ITSM projects, enforce compliance, and collaborate effectively with both technical and business stakeholders. Fluent in English with basic proficiency in German.

Overview

4
4
years of professional experience
1
1
Certificate

Work History

Team Lead

Relativity
Krakow
10.2021 - Current
  • Led a team of 50-80 IT professionals, evaluating skills and target attainments monthly, and delivering high-quality IT services and support.
  • Organized the team's work, ensuring the provision of appropriate tools and resources.
  • Planned and supervised the implementation of tasks to ensure adherence to incident policies and contracted SLAs, achieving a 95% SLA compliance rate.
  • Identified areas for process optimization, implementing improvements that increased efficiency by 20%.
  • Handled team issues, creating better methods of conflict resolution within the team.
  • Addressed team issues, developing effective conflict resolution methods.
  • Fostered team development through training and mentorship.
  • Engaged in requirements engineering for ITSM enablement platforms, collaborating closely with technical teams on refinement, planning, testing, and production rollout.
  • Worked with technical teams on service reviews and process KPIs, promoting automation and digitalization of services.

Knowledge Manager

IBM
Wroclaw
04.2021 - 10.2021
  • Led projects to implement business process monitoring tools, enhancing IT-supported processes.
  • Developed a knowledge base for IT assets, integrating operational considerations into new initiatives.
  • Improved documentation readability and accessibility, increasing customer feedback positivity by 37%.
  • Provided process guidance and training to internal and external stakeholders, ensuring process compliance.

IT Service Coordinator

IBM
Wroclaw
05.2020 - 04.2021
  • Integrated customer-centric approaches to enhance service delivery.
  • Conducted regular service performance reviews, identifying optimization opportunities.
  • Implemented ITIL best practices for incident management.
  • Utilized ServiceNow and Jira for performance and quality monitoring.
  • Developed strong relationships with internal customers, addressing needs effectively.
  • Established and monitored process KPIs, producing regular management reports and driving continuous improvement initiatives.

Education

Master of Arts - International Studies

Akademia Humanistyczno-Ekonomiczna

Bachelor of Science - Bachelor of Business Information Technology

Strathmore University

Skills

  • ITIL Best Practices
  • Project Management
  • Agile/DevSecOps Practices
  • IT Service Management (ITSM)
  • KPI Development and Reporting
  • Team Leadership and Collaboration
  • Process Development and Optimization
  • Technical and Business Stakeholder Communication
  • Tools: OpenAir, Salesforce, Jira, ServiceNow, Service Desk Plus, Confluence, ASANA

Certification

  • Project Management Foundations 2024
  • Monitoring and Evaluation 2024
  • Foundation of Business Intelligence 2024
  • Business Analysis Foundations 2024
  • Scrum Master Prep 2024
  • Software Development Life Cycle SDLC 2022
  • McKinsey Leadership Edge 2021
  • ITIL V4 2020
  • Associate of Chartered Certified Accounting 2016
  • Cisco Certified Networking 2017

Languages

English
Native language
German
Intermediate
B1

Timeline

Team Lead

Relativity
10.2021 - Current

Knowledge Manager

IBM
04.2021 - 10.2021

IT Service Coordinator

IBM
05.2020 - 04.2021

Master of Arts - International Studies

Akademia Humanistyczno-Ekonomiczna

Bachelor of Science - Bachelor of Business Information Technology

Strathmore University

Additional Information

Available upon request

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Emily Mungai