Michal Filipek Email & Phone Number

Warsaw, Mazowieckie, Poland / Riyadh, Saudi Arabia

Our Client is building a digital challenger bank in Saudi Arabia and is applying for a digital-only banking license from the Saudi Central Bank. My responsibility is focused on defining and implementing ITSM and ITIL best practices, including creating baseline processes and tools. In addition, I am responsible for establishing the IT operations KPIs and defining the support model to ensure the seamless execution of environment upgrades. Effective communication with stakeholders about progress, issues, resolutions, and potential plan adjustments is crucial to my role. By implementing these best practices and processes, I am working towards ensuring that the client obtains a digital-only banking license from the Saudi Central Bank, while also providing reliable and efficient IT services.

Warsaw

My primary responsibility was to drive business optimization through the transformation of IT operationsby implementing ITIL best practices. I oversaw end-to-end delivery of digital solution operations andmaintained strong relationships with business teams, solution teams, and external service providers.With more than 10 external vendor relationships to manage, I ensured budget, contracts, and resourceswere optimally used to maintain, operate, and enhance Direct to Consumer systems, while drivingcontinuous improvement in user experience. Proactive monitoring was activated to identify and resolvebottlenecks and issues impacting consumers, ensuring sufficient governance and compliance acrossfunctions and work teams.As the leader of the DTC Operations Team, I focused on delivering critical and cutting-edge capabilitiesfor the growing and expanding P&G DTC business, with a focus on North American business while alsocovering Asia markets. I oversaw applications and solutions that were used directly by P&G onlineconsumers, providing significant insights into online business operations.Under my leadership, the central IT operations were extended from 5 to almost 30 DTC stores such asolay.com, oralB.com, and gillette.com. I led the IT Operations improvement plan that resulted in the99.7% availability of the DTC sites. To enable real-time consumer critical journey monitoring for the DTCstores, I introduced an OTR (Observability, Traceability, Recoverability) solution that ensured 24/7monitoring of key DTC platforms and applications, preventing, and minimizing unexpected servicedisruptions. In the fiscal year 2019/20, I successfully led the migration of the DTC platform from Salesforce Commerce Cloud to the BigCommerce platform, including the transition of Operations Support. My expertise in ITIL and ITSM transformation enabled me to drive business optimization, ensuring seamless and efficient IT operations that added value to the organization.

Warsaw, Masovian District, Poland

As a Business Analyst, I was responsible for engaging with stakeholders across the organization, analyzing and documenting requirements for IT requests and projects. I worked closely with IT and the wider business to ensure that the requirements were understood, agreed upon, and formed the basis ofexecution within IT.I began as a Data Migration Analyst and was later promoted to an Enterprise Business Analyst in a projectthat aimed to standardize CRM – migrating 30+ legacy CRMs into a Salesforce platform. In this role, Iperformed analysis and modeling of business processes, dealt with senior stakeholders and IT teams, and coordinated other BAs on the project.During my involvement in a global Quote to Cash project, I gathered and documented business needsinto meaningful technical requirements and test cases. I provided information that supported thebusiness case for the project rollout and collaborated with business teams across the world, fromAustralia, across Europe and Africa to the US.

Warsaw, Masovian District, Poland

As a Product Manager, I was responsible for B2B telecom and internet products and features thatempowered NASK S.A. to better monetize their networks, increase the efficiency of network assets, andprovide a better quality of experience for customers.I wrote product requirements and user stories, reviewed engineering specs and deliverables to confirmthey met product needs and took ownership of the product through all phases of the developmentprocess, including internal product release gates.Additionally, I played a key role in stakeholder communication, regularly updating and engaging withboth internal and external stakeholders. By driving innovation and enabling new services, I helpedposition NASK S.A. as a leader in the industry and ensured that our products and features met theevolving needs of our customers.

Warsaw Area, Poland

As the IT Operations Manager, I managed Shell's eRouter application landscape, an eCommerce EDI platform on SAP. Oversaw 1000+ interfaces and configurations globally, managing a complex service portfolio with diverse integrations, messaging standards, data files, and connectivity types, including security.Managed eRouter interfaces with internal systems (SAP, BizTalk) and external service providers (Liaison Technologies, AT&T, T-system) to ensure service delivery met operating level agreements. Monitored, tracked, and communicated application performance and SLA compliance. Coordinated Change Request process and user acceptance testing.Reviewed monthly scorecard reports to evaluate team performance, reporting to Leadership Team and stakeholders. I managed an offshore team and provided coaching and mentoring resulting in 18+ months of incident-free operations.Collaborated with global business and IT stakeholders, acting as subject matter expert for EDI processes. Addressed business needs, implemented solutions, and improved business processes in compliance with Shell's standards and regulations.Developed and enhanced interface inventory database, a critical tool for reporting and tracking. Analyzed data to drive business decisions and cost savings.Worked with eCommerce Centre of Excellence, project teams, and third-party companies to facilitate smooth onboarding of new interfaces. Monitored migration to a cloud-based solution, Liaison Technologies, addressing process gaps and ensuring data usability for monitoring and support in the new environment.Implemented ITIL best practices, ensuring efficient incident and problem management. Led cross-functional teams, fostering collaboration and achieving operational excellence. Leveraged expertise in EDI processes to drive continuous improvement and deliver value to the organization.

Managed the effectiveness and quality of support for the eServe/eHaulier application landscape inEurope – B2B eCommerce web-based application. Globally managed end-to-end support throughensuring the appropriate operating agreements and SLAs are in place with internal and external supportproviders & partners.Arranged appropriate relationships with key business stakeholders globally. Responsible forcommunication and day-to-day contacts with stakeholders in 30 countries, that represented differentlines of business and different organization levels. Explaining technical solutions to business stakeholdersin business terms as well as communicating business impact to IT stakeholders.Monitored, tracked, and communicated the performance of the application according to SLA, as well asthe performance of all the delivery sub-components. Restored application operation with minimalbusiness impact if problems occurred. Reviewed and recommended ITIL process improvements.As part of the Application Improvement process, using external vendor technology, I developed anapplication monitoring system that helped to identify and eliminate performance issues. Enabledautomated 24/7 health check of application, which improved stability and had a direct impact on increasing the Customer Satisfaction Index.Collaborated with a wide range of stakeholders on the development of the system. Supervisedgovernance and design of application changes that were developed by the technical team.Rolled out the application together with the Global SAP implementation. Performed Transition toSupport processes. Provided support for country go-lives and retrofits, delivering onsite support.Collaborated with the Project team. Set up end-to-end support for new Releases as well as ImprovementBundles. Acted with different central and in-country project teams.

As a Security Database Analyst, I was part of the Application Information Security Improvement Programwhere I acted as the subject matter expert in Database Security. My responsibilities included performinginitial assessments, remediation, and step-out processes in all European countries. I provided Transitionto Support training, as well as consistent and accurate information to stakeholders, managing theirexpectations throughout the process.

As the Project Manager, I was responsible for implementing innovative EDI-automated e-bankingsolutions in Central and Eastern Europe countries. I managed relationships with a diverse set of internalstakeholders from Shell Finance and external stakeholders from various bank IT representatives. Iproposed and implemented solutions to resolve Accounts Payable and Receivable business challenges.As the Business Analyst, I executed the development and implementation of the Segregation of DutiesAudit Tool for SUN ERP in CEE countries. Within the Finance community, I reviewed and adopted CEEbusiness applications and processes to ensure compliance with the Company's Global Standards. Idelivered end-to-end support for financial applications and provided training to various groups ofstakeholders.

I was responsible for systematizing the existing Shell Polska application portfolio to meet new GlobalInfrastructure standards. This involved coordinating and performing application testing activities toensure all applications were compliant with ITIL best practices. I also acted as the go-to person for themaintenance, development, and end-to-end support of all business applications.To increase the effectiveness and productivity of the local IT support team, I created and implementedan application Support Desk toolkit and processes in line with ITIL standards.I was also responsible for the support of the first Customer Loyalty Program in Poland - Shell SMART(Loyalty Competence Center). This involved coordinating post-implementation problem-solving activitiesand implementing system improvements to ensure the program's success. Additionally, I developed SQL-based reporting solutions to provide critical insights into the program's performance.

Memeber of the independent non-profit professional association serving the growing field of Business Analysis.

Delivered IT support and consultancy for various companies on the Polish market, and acted as a database programmer.McKinsey & Company and Deutsche Bank acted as a programmer, helping those companies to introduce new sales system components.Shell Poland performed the pre-year 2000 Business Application health-check process.