Przemysław Janczewski

- Reporting directly to Director of Operations, CEO and Board Members,

- Service and Implementation Team Manager consisting of Junior, Regular and Senior Support Engineers (from 1st to 3rd Line IT Support) and a Technical Team Leader,

- People Management - ensuring Teams SLA and KPI delivery, resolving disputes, promotions, contract terminations/renewals, performance evaluation, hiring new employees, ensuring individual growth within the organization,

- Budget Management - responsible for Team's profitability, cost reduction, e.g. creating a full cost report for period from 31.12.2023-31.12.2024 and forecasting changes until 31.12.2024 - full ownership of the employee, tools and services costs within the Department,

- Escalation Management - responding 24/7 to critical customer issues and allocating resources in order to minimize impact and ensure service stability,

- Incident Management - gathering and analyzing statistics, taking action on identified points of failure,

- Service Delivery Management - weekly meetings with customers (Project Managers, Product Managers, Development Managers and Business Owners) to gather feedback, learn and share about new development plans, agree on implementation deadlines and consult escalation cases (along with providing Root Cause Analysis),

- VIP client support - direct contact with VIP Customers - Directors, Board Members and Owners,

- Business Analysis - verifying and approving quotations and order requests from customers prepared by the Service Team before passing them to the Development Team,

- Strong cooperation with the Development Team and Quality Assurance Team - both for resolving existing customer queries and delivering new solutions according to their needs,

- Proposing and implementing improvements to processes across my Team as well as Development and Quality Assurance Team,

- Knowledge Management - building stable Knowledge Base and expanding Team's capabilities,

- Project Management - coordinating new AI tools introduction and development process and standardization within the organization,

- Change Management - identifying needs, consulting with Board of Directors, planning, preparing the Team and finally introducing changes along with continues monitoring; e.g. ITIL methodology introduction within the organization.

- Managing two separate Service Desk Team (22 FTEs),

- Deputy Manager for additional two Teams - one Service Desk Team and Experts Team (in total of 55 FTEs),

- Responsible for meeting SLA and KPI,

- Escalation Management,

- Incident Management,

- Service Delivery Management,

- People Management,

- Change Management.

- Acting Deputy Manager for Service Desk Team,

- Process Control - verifying time efficiency withing the Team, quality checks, identifying Major and Global Incidents and taking ownership of their lifecycle and resolution with SLA, enlarging existing Knowledge Base, training new employees,

- Service Monitoring and proactive responses to potential customer issues.

- Customer Support - on-call, via ticketing tools (ServiceNow, Remedy, Jira) and email,

- Troubleshooting - POS stations, peripherals, scanners, tablets -software and hardware issues,

- Resolving or delegating to dedicated Teams cases within SLA agreement taking ownership of their lifecycle until the resolution is accepted by the end user.