Mikołaj Góralski
Lodz
Summary
Dedicated Service Delivery Manager with 7 years of experience in IT. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.
Overview
2024
2024
years of professional experience
Work History
Service Delivery Manager
Atos Poland Global Services/ Eviden Polska S.A
06.2022 - Current
- Attended staff and client meetings and served as liaison to manage operations for account.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Coordinated and led internal and external site team meetings.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
ITIL Process Lead
Fujitsu Technology Solutions Sp. Z.o.o
09.2019 - 05.2022
- Ownership of Service Asset and Configuration and Capacity Availability Demand process also Problem Mgt back-up
- Ensuring all SLAs and KPIs set up by the customer are being delivered - documentation: process, procedure, work instruction, configuration management plan
- Audits handling (internal and external) - automatization and optimizations in processes area
- Reporting: capacity, availability monthly, reports
- Monitoring, forecasting & trend analysis: quarterly capacity & availability plans
- Recruitment
Process Controller
Fujitsu Technology Solutions Sp. Z.o.o
06.2018 - 09.2019
- Preparation of monthly license reports.
- Manual creation/modification of Ci’s and assets in various ITSM tools.
- Monthly CMDB accuracy and plausibility check and its optimization.
- Described engineering-related information in terms that could be easily understood by non-technical personnel.
Service desk agent
Fujitsu Technology Solutions Sp. Z.o.o
03.2016 - 02.2017
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
1 1 - 01.1990
Education
Master of Science - Cultural, Film Theory & History
University of Lodz
Poland10.2015
Master of Science - European Studies
University of Lodz
Poland09.2014
Skills
- Operations Support
- Client Meetings
- Operational Efficiency
- Risk Mitigation
- Cost Control
- Client Needs Assessment
- Incident Investigation
- Continuous Improvement Projects
Languages
Polish
Native language
English
Proficient
C2
Timeline
Service Delivery Manager
Atos Poland Global Services/ Eviden Polska S.A
06.2022 - Current
ITIL Process Lead
Fujitsu Technology Solutions Sp. Z.o.o
09.2019 - 05.2022
Process Controller
Fujitsu Technology Solutions Sp. Z.o.o
06.2018 - 09.2019
Service desk agent
Fujitsu Technology Solutions Sp. Z.o.o
03.2016 - 02.2017
Master of Science - Cultural, Film Theory & History
University of Lodz
Master of Science - European Studies
University of Lodz
1 1 - 01.1990
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