Summary
Overview
Work History
Education
Skills
Volunteer Experience
Systems And Processes
Trainings And Certificates
Language Skills
Hobbies and Interests
GDPR Consent
Timeline
Generic
MAREK KARWETA

MAREK KARWETA

Summary

IT Operations Manager with a proven track record at Fujitsu Technology Solutions, excelling in KPI tracking, operational risk management and transformation to different model of operations. Adept at driving innovation and customer satisfaction, I leverage strong organizational skills and a proactive approach to lead teams in delivering exceptional service.

Overview

12
12
years of professional experience

Work History

IT Operations Manager & IT Operations Team Manager

Fujitsu Technology Solutions
07.2018 - Current
  • Responsibility for customer satisfaction and accurate invoicing
  • Managing team of team managers and process leads
  • Accountability for SLAs and KPIs delivery
  • Acting as SPOC for the customer`s ITSM
  • Innovation & CSI delivery
  • Responsibility for global transformation of service
  • Business line SPOC for operational risk management

Service Desk Team Manager

Fujitsu Technology Solutions
03.2020 - 06.2022
  • People management including personal development
  • Contacting the customer's resolvers.arties
  • Risk management
  • SPOC for escalations

Service Process Controller

Fujitsu Technology Solutions
03.2019 - 02.2020
  • Reporting and data analysis
  • Contacting the client & management
  • Delivering trainings within internal training program

Service Desk Agent

Fujitsu Technology Solutions
07.2018 - 02.2019
  • Responsibility for 1st line contact with end users, registering and resolving their issues

Customer Service Processes Specialist

Unilever Services Poland sp. z o.o.
09.2014 - 06.2018
  • Understanding of Order-to-Cash process
  • Transformation to a new operational model

Customer Service Advisor

Capgemini Polska sp. z o.o.
11.2013 - 08.2014
  • Responsibility for 1st line contact with end users, registering and resolving their issues

Education

Logistics - postgraduate studies

Silesian University of Technology (Politechnika Śląska)
01.2013

B.A. & M.A. - Slavonic Philology, Slovak translation specialization

University of Silesia in Katowice (Uniwersytet Śląski)
01.2013

Skills

  • Organizational skills
  • Proactive approach
  • KPI tracking
  • Problem solving
  • Operational risk management
  • Presentation delivery
  • Training and development
  • Nonviolent communication (NVC)

Volunteer Experience

Polish Tourist and Sightseeing Society (PTTK), President of branch, 01/01/15, taking care of its finance and operations outside of my working hours

Systems And Processes

  • MS Office
  • ServiceNow
  • SAP
  • Theory of Constraints
  • Lean understanding

Trainings And Certificates

  • AgilePM Foundations Certificate
  • Leader of Leaders by Leadership Pipeline Institute
  • Upselling/SPIN Selling by Certes
  • Negotiation skills by Certes
  • Building relations by Certes
  • Do it now by Altkom Akademia
  • Managing yourself in time by Altkom Akademia

Language Skills

Polish
First Language
English
Advanced (C1)
C1
Slovak
Advanced (C1)
C1
Czech
Elementary (A2)
A2

Hobbies and Interests

  • Mid- and long distance mountain runs
  • Mountain hiking
  • Reading books and maps
  • Cooking

GDPR Consent

I hereby give consent for my personal data to be processed for the purpose of conducting recruitment processes, in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (General Data Protection Regulation – GDPR), and the Polish Personal Data Protection Act of 10 May 2018. I also consent to the processing of my personal data for the purposes of future recruitment processes.

Timeline

Service Desk Team Manager

Fujitsu Technology Solutions
03.2020 - 06.2022

Service Process Controller

Fujitsu Technology Solutions
03.2019 - 02.2020

IT Operations Manager & IT Operations Team Manager

Fujitsu Technology Solutions
07.2018 - Current

Service Desk Agent

Fujitsu Technology Solutions
07.2018 - 02.2019

Customer Service Processes Specialist

Unilever Services Poland sp. z o.o.
09.2014 - 06.2018

Customer Service Advisor

Capgemini Polska sp. z o.o.
11.2013 - 08.2014

Logistics - postgraduate studies

Silesian University of Technology (Politechnika Śląska)

B.A. & M.A. - Slavonic Philology, Slovak translation specialization

University of Silesia in Katowice (Uniwersytet Śląski)
MAREK KARWETA