Krystian Margas
Krakow
Summary
Over 8 years of experience in Service Management. Strong expertise in building Service Value Systems. Passionate about ITIL, Scrum Development, and Lean Six Sigma methodologies. ServiceNow expert. Jira road-mapping and productivity enthusiast. Certified Blue Team specialist.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Integrator - IT Operations
Philip Morris International
12.2023 - Current
- Contributes to a strategic lean finance project, achieving USD 250K+ YoY savings in 2024 across assigned portfolio.
- Built agile delivery framework (Jira).
- Acts as a cost representative for IT Operations towards PMI’s strategic IT Vendor.
- Manages IT vendors within portfolio of 35 services, including Global Leaf Department.
- Partners with 13 external Service Managers with aim to enhance service delivery for internal stakeholders.
- Drives continuous improvement and cost optimization initiatives.
- Supports and mentors colleagues to strengthen their understanding of IT service value creation.
Service Delivery Manager
TietoEvry
11.2022 - 10.2023
- Managed infrastructure service for 15 Swedish clients.
- Increased efficiency of IT Operations by removing operational bottlenecks and gaps.
- Effectively resolved escalations to maintain a high level of customer satisfaction.
Problem Manager
Cisco
02.2021 - 11.2022
- Improved reliability of customer affiliates via proactive and reactive problem management delivery.
- Led cross-functional teams to streamline problem management by teaching problem-solving techniques and setting Continuous Improvement mindset.
- Contributed to improve global problem management process.
Technical Specialist Middleware
TietoEvry
07.2020 - 02.2021
Incident and Problem Manager
TietoEvry
02.2019 - 07.2020
- Dedicated manager assigned to lead incident and problem management for two strategic partners.
Customer Support Specialist
TietoEvry
02.2018 - 02.2019
- Lead agent on Service Desk consisting of 20-25 SD agents.
Skills
- ServiceNow & Jira Process Development
- Service Governance
- Customer and Product Success
- Excellent Leadership Skills
- Strategic Thinking & Continuous Service Improvement
Websites
Certification
- Certified Blue Team Specialist, Jagiellonian University
- Lean Six Sigma White Belt Certification, AIGPE
- ITIL4 Foundation Certificate in IT Service Management, PeopleCert
- ITIL3 Foundation Certificate in IT Service Management, PeopleCert
Timeline
Service Integrator - IT Operations
Philip Morris International
12.2023 - Current
Service Delivery Manager
TietoEvry
11.2022 - 10.2023
Problem Manager
Cisco
02.2021 - 11.2022
Technical Specialist Middleware
TietoEvry
07.2020 - 02.2021
Incident and Problem Manager
TietoEvry
02.2019 - 07.2020
Customer Support Specialist
TietoEvry
02.2018 - 02.2019
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