Igor Jawor Email & Phone Number

London Area, United Kingdom

As a Service Management Manager I oversee the end-to-end service delivery process, ensuring efficient and effective operations aligned with organizational goals. My responsibilities include developing and implementing service management strategies, improving service performance, and ensuring compliance with industry standards and best practices (ITSM aligned with ITIL framework). I lead a team of service management professionals, providing guidance and support to achieve high levels of customer satisfaction. My role involves monitoring service metrics, analyzing data to identify trends, and driving continuous improvement initiatives. I collaborate with cross-functional teams to resolve issues, enhance service offerings, and optimize resource allocation. Strategic planning and execution of service management programs is essential, alongside maintaining strong relationships with key stakeholders. I possess excellent problem-solving skills, a deep understanding of ITIL processes, and a proven track record of managing complex service environments.

London, England, United Kingdom

As a Service Manager, I integrate service design, service operations, and service strategy to deliver seamless and innovative service experiences in a tech company. My primary responsibility is to design and implement service solutions that meet customer needs while aligning with business objectives. I oversee the operational aspects of service delivery, ensuring high performance, reliability, and efficiency. Strategic planning is a key part of my role, involving the development and execution of long-term service improvement plans. I lead a team, manage budgets, and optimize processes to enhance service quality. Collaborating with product development, customer support, and other departments is essential to ensure cohesive service offerings. I also analyze service performance data, identify opportunities for innovation, and drive continuous improvement initiatives. With strong leadership abilities, experience in service lifecycle management, and a deep understanding of ITIL and service design principles, I strive to achieve excellence in service management.

London, United Kingdom

 Managing service delivery to customers in order to deliver contracted service commitments & continual service improvements, Actively owning service risks, controling service costs & improving productivity of contractsfor customers & Ricoh in order to improve cost effectiveness, Stimulating & defining requirements for new services as part of an IT Service Strategy, Proactively managing Ricoh Operating Companies & other suppliers in a service partnership as ‘one service team’, Contributing to the continual improvement of Service Delivery standards & practices for the customer & SDM community, Monitoring service performance & availability against agreed SLA Targets, Driving customer satisfaction, Collaborating with other Teams to implement internal service improvements: ITIL processes, removal of wastes (Lean) and smarter working (Microsoft PowerApps & full utilization of SharePoint & Teams capabilities), Responsible for account financial situation, Working with teams & SMEs from other Line of Business to introduce potential new services & improvements to customer portfolio.

London, United Kingdom

 Providing senior business support to the IT services team across the NHS Trust – taking ownership in difficult situations, solving complicated cases, counseling or reassessing requests when needed. Developing, automating and modifying all processes and procedures, so they would be aligned to ITIL framework (Service Design) – currently working on: ICT equipment disposal & delivery process, recreating Asset Management Databases, implementing ticket dispatch model, creating Knowledge Database & Service Catalogue Being the engagement point between clinical/operational services and IT service support areas – working as a single point of contact (SPOC) in cases of escalation or request with highest priority (usually big request treated as small internal projects) Representing Service Management in some of on-going projects – giving professional insights into projects that are in the early phase and advising during the transition from service design to the operational phase Responsible for the performance & supply of IT services - coordinating internal stakeholders and liaising with external parties, so the service will be provided in a continuous and smooth manner according to SLAs and meeting all KPIs (constant monitoring and proactive checking) Monitoring financial information related to IT service delivery – coordinating with internal teams and 3rdy party credit controllers when a financial issue occurs (invoices doesn’t matches the PO or when we are wrongly billed for outsourced service) Mentoring junior members of the service delivery staff (and from other teams if required) – enabling people to expand their knowledge in an easy and approachable way. Teaching new technics of problems/ issues solving and checking if current ways of performing service related tasks are still valid/ correct.

Londyn, Zjednoczone Królestwo

 Restructuring the Service Management reporting process – creating a whole new process of automated reporting for all customers, so the input from Service Manager is minimal (Setting up the process & BI model from scratch, creating new global reporting templates, VBA & SQL implementation, multi-tool integration), Part of designated team responsible for setting up the official Problem Management process within the company – working with internal (Service Desk, 1st & 2nd line Support, TAs) & external teams (vendors/ 3rd party companies) to create a global baseline for this process and understand all challenges that we will face within this starting phase, Creating, updating, monitoring & maintaining customer facing dashboards with daily/ weekly SLA/ OLA/ KPI data – also direct reporting current situation to the customer and modifying the SLAs/OLAs/KPIs if necessary (so they would be better aligned to the service and could bring added value to both sides when analyzing them) Hosting service meetings with customers (video/ phone conferences, face-to-face meetings) – reviewing current operational status, discussing incidents, changes, problems that occurred during reporting period, planning future actions (capacity checks, DR tests, patching schedules, etc.) and service improvement opportunities, Daily review of customer support cases to ensure adherence to SLA – reviewing & approving changes, preparing RCA for major incidents, creating new problem records or service improvement plans, Coordinating incidents across the operational teams to resolve problems/ issues with clients – ad hoc actions connected mainly to major incidents/ problems where Service Management support is crucial to quickly solve the issue, Carrying out analysis of improvement opportunities for the client or the company – hosting brainstorming sessions with people that are engaged in service delivery, so we could improve the processes and provide a better quality of service.

Wrocław, Woj. Dolnośląskie, Polska

 Managing a portfolio that consist of 6 main services (End-user client backup, Cloud based software distribution, Global end-user Internet Print, Collaboration Tools, End-user OS Image development and Antivirus Protection) which is based on 200 servers (AIX/ Red Hat/ Windows) and 100 storage devices that provide functional services to all IBM EMEA employees (end-users are counted in thousands and the number is constantly growing), Managed to keep the main SLA (service availability) for all services on 99.5% level, As an improvement activity I’ve automatized most of manually created excel reports (VBA implementation), so the whole Service Management Team can focus on more important tasks (counted as 0.2 FTE reduction), During 1st phase of Cost Takeout Project we decreased the service expenses by 5% (ex.: consolidation of low usage locations. Thanks to this we were able to remove not needed HW – reduction of BAU costs), Driving severity 1(major) incidents that are connected to the service – acting as the main contact(accountable and responsible person). Coordinating work of global teams that work on quick resolution of incidents (ex.: fixing server breakdowns or application failures), Mentoring the whole service support staff and acting as the main process SME (~ 80 people that includes: Service Lifecycle Managers, Service Architects, L1/ L2/ L3 OS/ Apps support, SM Leads, Reporting and Compliance teams), Maintaining, improving and updating service documentation (Document of Understanding/ Contracts, Service and Support Guides, Project documentation), Monitoring the OS/ App licenses and if it’s needed renewing them or ordering new ones, Performing trainings for rest of IBM Service Management team (SDMs and Service coordinators assigned also to other projects/ services) – technical trainings that help improve daily work (Excel, programming in MS VBA, etc.).

Wrocław, Woj. Dolnośląskie, Polska

 Responsible for standard and complex Customer orders (Working with the most difficult orders that require heavy focus), Accountable for keeping the main SLA(timely delivery - OTD). Average OTD was above 90% for my orders, First contact line for customer for all types of inquiries sent via e-mail, phone or communicator. My longest response time for challenging inquiries was ~5h (the SLA response time was set to max. 24h), Resolving all kind of issues reported by the customer, PMs, DPEs, SDMs and from internal Service Lines that were inflicting the final order delivery or it’s quality, Coaching, advising and supporting rest of Client Support staff (VBA and Excel Trainings, Soft skills trainings, new employees boarding), Active backup of orders dispatcher, a Focal Point (SME role) and Priority orders coordinator.

Wrocław, Woj. Dolnośląskie, Polska

 Daily contact with EU & Non-EU LGE Demand Planers (PO Suggestion, Support, Supply reports, etc.) Active support to Demand Planners on forecasting demand on Home Appliance products Driving monthly sales result by upselling and delivering 100% of demanded goods. Accountable for on-time dispatches and I was responsible for smooth cooperation with all related departments in LGE (production, quality, logistics, SCM, etc.), Production planning accordingly to materials availability, production line capacity, manpower and forecasted demand, Controlling manpower in our HA plant (reducing or transferring workers to other positions for cost improvements and better skill allocation), Implementing improvements in my dept. (creating VBA scripts, changing tools, improving work habits, etc.), Training of new employees (both on Sales & Production Planning part), Handling complaints and driving Root Cause Analysis, so the overall quality of goods and service would not suffer.

Master Of Economics, International Relations And Affairs

Sport Instructor, Basketball

It Systems In Logistics

Postgraduate studies