Magdalena Randak

Govern business and IT services aligning with ITIL, driving successful Service Transition and complex service migration projects. Serve as SPOC for clients, ensuring on-time, on-budget, and high-quality execution of service takeovers in line with SLAs, reliability, and cost-efficient delivery. Focus on Continuous Service Improvement (CSI), agile frameworks, and strategic stakeholder alignment to deliver seamless technology transitions.
Main Responsibilities
• Own and manage the full lifecycle of business and IT services, leveraging ITIL-aligned CSI frameworks to initiate, plan, and execute significant process improvements.
• Lead end-to-end Service Transition and service migration projects, managing the structured transition of services from incumbent vendors or internal client teams into the target operational model.
• Drive project execution using Agile methodologies (Scrum/Kanban), facilitating sprint planning, backlog refinement, and cross-functional collaboration to ensure iterative and transparent transition delivery.
• Monitor, maintain, and exceed SLA metrics and transition milestones, ensuring reliable, high-quality service readiness and proactive performance tracking.
• Govern vendor performance and multi-vendor delivery teams, ensuring contract compliance, optimal resource allocation during migrations, and serving as the primary escalation point.
• Act as SPOC for key enterprise clients, managing expectations, building long-term trust, and maintaining high customer satisfaction through robust stakeholder management.
• Lead Service and Project Review Meetings (Steering Committees), presenting KPI/SLA dashboards and transition readiness reports (Go/No-Go checkpoints) to realign expectations.
• Conduct root-cause analysis (RCA) and risk mitigation planning to resolve recurring issues, protect transition timelines, and ensure long-term service reliability.
• Provide financial oversight of project and operational budgets (P&L), tracking cost variances to keep service migrations and operational delivery highly cost-effective.
• Bridge the gap between project delivery and operational readiness, ensuring all operational readiness criteria (documentation, training, tool integration) are met before formal sign-off.

• Advise clients on IT to meet business goals, resolve challenges, and enhance operations. Provide strategic guidance on IT infrastructure, improving system efficiency and supporting key business processes.
• Main Responsibilities
• Gather client requirements, define project scope and plan timescales and resources
• Clarify system specifications by understanding the client's work practices, business, and operating environment, liaising with stakeholders at all levels
• Analyze IT requirements and provide independent, objective advice on software, hardware, and network needs
• Develop and implement agreed solutions
• Present solutions and progress reports to client stakeholders, aligning delivery decisions with business requirements and project scope
• Deliver training for users and fellow consultants

Led IT Change Management and Knowledge Management, focusing on Service Transition and Continual Service Improvement (CSI). Designed end-to-end change and knowledge processes, supporting tools, and comprehensive reporting dashboards. Acted as process owner and key stakeholder in client improvement initiatives, driving operational excellence and structured knowledge retention.

Main Responsibilities
IT Change Management:
• Built and embedded IT Change Management processes end to end — redesigning key CHM phases (implementation planning, approvals, risk & impact assessment, PIR, notifications) and driving tool development for the new RFC lifecycle.
• Redefined weekly and monthly reporting and KPIs, and represented the process in client CSI meetings, converting business needs into actionable improvements.
Knowledge Management:
• Established Knowledge Management framework aligned directly with Capgemini UK standards to ensure seamless knowledge retention and transfer.
• Designed and optimized the end-to-end KEDB (Known Error Database) and Knowledge Base structures, improving incident resolution times and self-service capabilities.
• Governed the creation, review, and lifecycle management of Standard Operating Procedures (SOPs) and technical documentation across cross-functional delivery teams.
• Facilitated knowledge transfer and transition coordination during service onboarding, ensuring zero knowledge gaps between project teams and operations.
• Defined Knowledge Management metrics and KPIs (e.g., article utilization, accurate search rates, documentation currency) to measure process health and value.
• Conducted regular audits of knowledge repositories to identify obsolete data, driving continuous content refreshment and structural compliance.

Fulfilled the Global Change Manager remit, owning the end-to-end change process across the entire global account. Ensured change quality, compliance, and strict governance by working closely with Change Owners, Approvers, and Requesters, and by chairing the formal approval forums.
Main Responsibilities & Achievements
• Owned and governed the global Request for Change (RFC) lifecycle, ensuring all modifications to the IT infrastructure followed standardized risk evaluation and impact assessment procedures.
• Chaired the Change Advisory Board (CAB) and Emergency CAB (ECAB), facilitating technical alignment and securing business sign-off for high-impact global deployments.
• Minimized business disruption and safeguarded service availability by effectively managing change schedules, resolving scheduling conflicts, and maintaining a comprehensive Forward Schedule of Change (FSC).
• Acted as a trusted advisor to senior stakeholders and delivery teams, fostering a culture of compliance and continuously coaching Change Owners to improve the quality of implementation plans and rollback strategies.
• Driven process improvements and automation within the ITSM tool to streamline approval workflows, reduce lead times for standard changes, and eliminate process bottlenecks.
• Monitored process health through KPIs (e.g., Change Success Rate, Unauthorized Change incidents), utilizing Post-Implementation Reviews (PIR) to convert failed changes into actionable lessons learned.

Coordinated end-to-end change delivery within a complex, international, multi-vendor environment. Chaired the change approval forums and strictly validated incoming requests against stringent legal and country-specific compliance requirements. Contributed to the continuous improvement of the global change management process and ensured operational stability through dedicated on-call support duties.
Main Responsibilities & Key Contributions
• Managed the end-to-end Request for Change (RFC) workflow, tracking changes from submission through technical validation, scheduling, and deployment across diverse geographical regions.
• Chaired regional and global change review meetings, alignment sessions, and approval forums to secure agreement among international stakeholders and multi-vendor delivery teams.
• Enforced strict risk and impact assessments, verifying that all implementation plans included rigorous testing procedures and robust back-out (rollback) strategies to mitigate service downtime.
• Navigated complex regulatory landscapes, ensuring all infrastructure and software changes adhered to local legal frameworks, data privacy laws (e.g., GDPR), and country-specific IT security policies.
• Orchestrated collaboration between multiple external vendors and internal teams, aligning disparate timelines and resolving scheduling conflicts to maintain a smooth Forward Schedule of Change (FSC).
• Supported 24/7 production stability by participating in on-call rotations, efficiently managing emergency changes, and addressing urgent deployment issues in real-time.
• Contributed actively to Continual Service Improvement (CSI) initiatives, identifying process bottlenecks within the ITSM toolset and proposing workflow optimizations to reduce change lead times.