Roma Piełowska
Niwy,04
Summary
Results-driven management professional with ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Atos Global Delivery Center Polska Sp. Z O.o. Sp. K
07.2025 - Current
- Maintaining positive relationships with the German customer
- Identifying customer needs and overseeing service delivery within the business context
- Managing finances and budgets
- Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise
- Holding daily meetings with the customer
- Holding the weekly service reviews with the customer
Team Manager
Atos Global Delivery Center Polska Sp. Z O.o. Sp. K
11.2021 - 06.2025
- Managing the team of approximately 40 Mainframe Administrators
- Defining performance objectives and employees’ performance assessment
- Promoting, rewarding employees', making decisions about their contract changes
- Recruiting new employees
- Participation in determining the scope of services and ensuring an adequate number of human resources
- Controlling and calculating costs of services delivered by the team
ICT Engineer
Atos Global Delivery Center Polska Sp. Z O.o. Sp. K
08.2017 - 11.2021
- Accountability for the quality and performance of 1st Level Support team
- Supporting transitions of new services and managing the knowledge transfers
- Handling escalations and complaints (internal and external)
- Managing the team's shift schedule and holidays schedule
- Supporting the management in hiring and training, keeping them updated on team performance
Junior ICT Engineer
Atos Global Delivery Center Polska Sp. Z O.o. Sp. K
05.2016 - 08.2017
- Registering, dispatching issues, related to Microsoft Windows /Unix/Linux servers, Network Infrastructure, Databases, Access management as 1st Line Support
- Monitoring activities on IT infrastructure (reacting on alerts generated by monitoring tools - ServiceNow, Nagios)
- Resolving the incidents based on work instructions
- Performing daily system checks
- Maintaining the documentation of service operations
- Communication with various multinational teams
- Onboarding and training of new employee
Education
Postgraduate Studies - Integrated Management in IT
University of Business And Administration
Gdynia, Poland06-2019
Master of Arts - International Economy of Management Specialization
University of Gdańsk
Gdansk, Poland03-2019
Bachelor of Arts - International Business
University of Gdańsk
Gdansk, Poland10-2015
No Degree - Business Administration
University of Mannheim
Mannheim02-2015
Skills
- Microsoft Office (PowerPoint, Excel, Word, Sharepoint)
- ServiceNow (reports, ticketing)
- Technical translations (German-English)
- Training and couching
- Workload management
- Incident management
- ITIL framework
- Client relationship
Certification
- ITIL Foundation v4 - December 2021, PeopleCert
- ITIL Foundation v3 - June 2017, PeopleCert
- Prince2 Foundation - January 2019, PeopleCert
- Agile PM Foundation - March 2019, APMG International
Hobbies
- Running
- Travelling
- Healthy lifestyle
Languages
English
Full Professional
German
Professional Working
Timeline
Service Delivery Manager
Atos Global Delivery Center Polska Sp. Z O.o. Sp. K
07.2025 - Current
Team Manager
Atos Global Delivery Center Polska Sp. Z O.o. Sp. K
11.2021 - 06.2025
ICT Engineer
Atos Global Delivery Center Polska Sp. Z O.o. Sp. K
08.2017 - 11.2021
Junior ICT Engineer
Atos Global Delivery Center Polska Sp. Z O.o. Sp. K
05.2016 - 08.2017
Postgraduate Studies - Integrated Management in IT
University of Business And Administration
Master of Arts - International Economy of Management Specialization
University of Gdańsk
Bachelor of Arts - International Business
University of Gdańsk
No Degree - Business Administration
University of Mannheim