Summary
Overview
Work History
Education
Skills
Timeline
Generic
Olga Pozniak

Olga Pozniak

Lodz

Summary

Dedicated Service Delivery Manager with proven track of achieving client goals and coordinating and mentoring technical teams. Reliable critical thinker with an excellent reputation of problem-solving and improving customer satisfaction. Successful in managing multiple priorities with a positive attitude and providing smooth business operations.

Multilingual individual with fluent English, Russian and Polish and a good command of Italian language.

Overview

8
8
years of professional experience

Work History

Service Delivery Manager

Seargin Sp. z o.o
04.2022 - 12.2022
  • Co-leaded a Managed Service in SAP SRM/SLC/CLM environments for an international pharmaceutical company, ensuring a consistently high level of service.
  • Designed and launched a Training Project for upgrading skills of internal employees.
  • Created new Service Offering documentation, targeting customer needs and supporting internal marketing goals.
  • Day-to-day tasks: contract management, staff and client meetings, administration of learning paths and certification activities, supervision of resource availability, allocation and access management. Acted as a trainer when required.

Associate Service Delivery Manager

Fujitsu Technology Solutions Sp. z o.o
09.2021 - 03.2022
  • Coordinated network installation activities in new store openings for a multinational chain of coffeehouses.
  • Managed relationship with internal suppliers and third-party telecom vendors, ensuring that network services were delivered against contractual requirements.
  • Participated in drafting service budgeting, contributing to forecasting and management of the account P&L.
  • Conducted team meetings to review scope, prioritize projects, mitigate escalations and control risks.
  • Contributed to internal and external account and performance reviews.

Process Manager

Fujitsu Technology Solutions Sp. z o.o
04.2018 - 09.2021
  • Held ownership of repetitive and complex issues from detection, prioritization and classification to root cause identification and resolution.
  • Managed problem-solving activities of internal technical teams (Windows/Unix, database, network/firewall, O365, mobile), as well as external providers. Conducted brainstorming sessions.
  • Maintained positive relationship with customer through regular service review and ad-hoc meetings.
  • Prepared Monthly Service Review reports and maintained Known Error Database.
  • Acted in close cooperation with Major, Incident, Change, Configuration and Knowledge Management teams in problem resolution, contributed to decrease of Major and reoccurring incidents.
  • Contributed to Risk Management.

Service Desk Expert

Fujitsu Technology Solutions Sp. z o.o
12.2015 - 03.2018
  • Supported daily operations of the Service Desk by helping with complex queries and routing tickets to the correct resolver groups.
  • Coordinated and delivered trainings for Service Desk agents regarding internal/customer’s systems. Performed new employees onboarding/offboarding.
  • Tested new services and releases. Ran and logged technical diagnostics and provided result reports.
  • Resolved routine customer enquiries and proposed improvements in service delivery process.
  • Assisted with escalations and major incidents.
  • Built technical knowledge about new systems and updated Knowledge Database.

Service Desk Agent

Fujitsu Technology Solutions Sp. z o.o
10.2014 - 12.2015
  • Provided technical support to incoming calls and emails from customers experiencing issues with their IT infrastructure.
  • Logged incident and ran diagnostics. Provided end to end management of customer incidents.
  • Prioritized and classified incidents and assigned them to correct resolver groups.

Education

Bachelor of Modern Foreign Languages - Computational Linguistics

Minsk State Linguistic University
Minsk, Belarus

Skills

  • Collaborative Environments
  • Operations Support
  • Service Documentation
  • Service Provider Communication
  • Problem-solving
  • Prevention Strategies
  • Risk Management
  • Client Meetings

Timeline

Service Delivery Manager

Seargin Sp. z o.o
04.2022 - 12.2022

Associate Service Delivery Manager

Fujitsu Technology Solutions Sp. z o.o
09.2021 - 03.2022

Process Manager

Fujitsu Technology Solutions Sp. z o.o
04.2018 - 09.2021

Service Desk Expert

Fujitsu Technology Solutions Sp. z o.o
12.2015 - 03.2018

Service Desk Agent

Fujitsu Technology Solutions Sp. z o.o
10.2014 - 12.2015

Bachelor of Modern Foreign Languages - Computational Linguistics

Minsk State Linguistic University

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Olga Pozniak