Dariusz Patryarcha Email & Phone Number

Reading, Gb

Reading, England, United Kingdom

- Lead and manage operational performance and delivery of contracted services within the Region, liaising closely with key stakeholders to ensure that the quality of service meets or exceeds contractual obligations and customer satisfaction- Working with Senior Management to contribute to ESP’s Operations strategy for growth, focusing on the expansion of ESP’s footprint across new customers,- Manage the delivery of all services to all agreed financial targets and business objectives, to include identifying opportunities to deliver contractual services through direct hiring - Working with Service Delivery Managers and the Supply Chain Management Team, reviewing the performance of Local Services Providers ensuring KPIs and SLAs- Review and analyse all Key Performance Indicators within ESP systems, including Incident Volumes, SLA’s rates, First Time Fix rates and identify and proactively address all issues- Provide leadership, management and support to all Field Services resources delivering service to ESP contracts within any assigned countries, ensuring contractual obligations are met and high levels of customer satisfaction are maintained- Support other functions within ESP to include both the Sales Team and Project Managers and required to contribute operational expertise on any new sales opportunities, projects and transitioning on new contracts delivered in region- Working alongside key stakeholders within operations, manage and resolve any issues, problems or complaints identified or escalated by the customer, including the preparation of action plans for problem rectification and escalation management and providing timely and appropriate escalations to Senior Management- Develop and communicate plans to others in the region promoting excellent two-way communication within the team, including chairing team meetings to discuss the understanding of job requirements, business updates, new customer information system and process improvements

Reading, United Kingdom

• Operational management of the delivery of contracted services to all customers in sub-region ensuring quality of service, customer satisfaction and contractual SLAs are met• Direct line management for all FTE within sub-region• Ongoing monitoring / operational analysis of geographical footprint / mix of direct ESP staff and partners to deliver the most cost effective solution for ESP• Proven people management skills, • Managing international Team of IT resource 90+ • Manage the relationship between all internal ESP departments and regional field operations• Manage the successful implementation of new services and customer contracts, ensuring that customers are satisfied with all aspects of newly delivered services

Reading, United Kingdom

• Own and manage the P&L for the EMEA region, ensuring delivery to the agreed financial targets and business objectives• Monitor and maintain the correct mix in country between ESP staff and partners to deliver the most cost effective solution for ESP • Deliver business cases to underpin any change of mix of staff and supplier due to operational changes in countries• Research and investigate potential suppliers through liaison with the Bid team and the Service teams• Produce and issue generic, service-related, Statements of Requirement which will further define the requirement and explore in depth the suppliers credibility, capabilities and prices • Analyse and score supplier responses to gain an objective view of their competencies and professionalism • Identify and engage chosen partners and assist with negotiation of contract terms and conditions • Establish supplier interfaces for pricing, operations, service management and billing• Communicate internally the selection of a new supplier and distribute primary contact points • Manage on-going supplier relationship through monitoring of business levels, operational performance, service reviews and benchmarking exercises • Drive through corrective action plans where service falls below acceptable levels • Ensure ongoing communication of supplier engagement processes and key contact points • Assist suppliers in promoting their capabilities and in engaging with key ESP personnel • Provide input to complex bids involving calculation of engineering resource, developing sparing models, confirmation of supplier costs, review of solution design and examination of operational processes

Reading, United Kingdom

• Support the Bid Team with Customer quotations requiring support from Service Partners• Effectively manage Change Control process for Service Partners Contracts• Engage Service Partners for the support of Customer contracted services • Provide administrative support to Head of Regional Operations • Maintain the correct mix in country between ESP staff and service providers to deliver cost effective solutions• Deliver business cases to underpin any change of mix of staff and service providers due for change• Research and investigate potential service providers through liaison with the Bid team and the Service teams• Issue generic Statement of Requirements to define and explore service provider credibility, capabilities and pricing• Analyse and score service provider responses to gain an objective view of their competencies and professionalism• Identify and engage chosen service providers and assist with negotiation of contract terms and conditions• Establish service provider interfaces for pricing, operations, service management and billing by CRM• Manage on-going service provider relationships through monitoring of operational performance and service reviews using Tableau• Assist service providers in promoting their capabilities and in engaging with key ESP personnel• Provide input to complex sales bids and opportunities presented to the business

Reading, United Kingdom

• Log and process each customer ticket and follow agreed processes• Identify the correct SLA for each customer ticket • Monitor resolution progress to ensure that the SLA is met for each ticket• Own and monitor the progress for each customer to ensure that they are kept fully updated throughout its lifecycle • Maintain a high level of customer service at all time in order to provide an excellent customer experience• Following all calls to completion and contacting Customers after call been closed

• Develop and sustain excellent customer relationship within the constraints of primarily office• Network and email accounts administration• Daily check tasks• Taking part in various projects• Ensure the appropriate documentations is created and managed for identified accounts• Provide monthly standard reports for performance on specified accounts

Reading, United Kingdom

-Implementation of strategies the reinforcement and improvement of the Quality of the corporate image -Planning marketing activities as part of the entire portfolio of products and services of the organization -Stood service of key accounts -Building long-term relations with customers -Preparing evaluations and cost estimates of works

-Building and sustaining long-term business relationships -Caring about the positive corporate image -Handling key customers-Accomplishment of sale plans -Negotiating trade conditions -Monitoring financial settlements -Widening the merchant market sale