Karolina Kaprzyk Email & Phone Number

Hamburg Area, Germany

- Creating and managing all required project documents for approval by the business stakeholders/PRB such as project briefs, problem statements, options considered, business cases, purpose and goal of the project, WBS, test plans, quality indicators or project timelines- Developing and coordinating of approved concepts into requirements definitions- Executing project plans according to the used methodologies, such as Agile or Prince2- Leading and guiding project teams- Coordinating stakeholder communication, managing interests of involved businesses, groups & related stakeholders.- Representing project teams in overall projects.- Controlling execution of projects within project objectives: Scope, Budget, Time and Quality- Identifying risks and developing scenarios to mitigate or overcome these risks- Preparing and driving actionable decisions on out of bounds situations and change requests- Managing transparent communication to PRBs and all project stakeholders - Reporting progress of all activities to the PRBs

- Day to day leadership of operational service delivery for customers- Managing and delivering data keys for multiple customers- Managing and guiding of external customers for alignment with internal Secure Data Key Procedures- Focusing on implementation of SLAs and KPIs- Ensuring delivery on the agreed service level and response time- Implementing and optimizing internal Service Delivery Processes- Owning processes, documentation and work instructions- Supporting team during solution/product development- Coordinating solution handover from development to operational stage- Project Management, identifying stakeholders and driving projects in Operations team- Automation and industrialization solutions previously implemented- Qualificating, escalating and cooperating in case of Problem Management- Implementing elements of ITIL v3.; Incident, Change, Problem Management- Centralizing service delivery in cross of multiple business unites- Raising awarness programs of supported solutions for the other teams of product cycle

Vienna, Austria

- Leading Operations Team, 8 headcounts located in Austria and Singapore- Establishing and providing 1st & 2nd line support for Issuing Solutions (Website, Applications, Terminals, POS Integration) to merchants and internal/external partners- Resourcing, professional development and performance evaluation of Team members- Owning departments‘ processes related to provided IS- Ultimate Customers: Measuring and monitoring internal KPIs and SLAs, partner relationship- Establishing, owning and maintaining the Issuing Solution Inventory- Owning handover process of IS between Implementation and Operations Team- Implementing service delivery via ITIL- Implementing and maintaining reporting structure for department- Driving operational and strategic changes for IS- Supporting onsite support teams and other internal IT teams- Supporting Remedy 8.1 implementation from Merchant Solution department perspective- Cooperating with Managers/Team Leaders of other teams to promote service quality for the services provided by Global Blue to Merchants- Dealing with escalation issues raised by Merchants/International Key Account Managers/Country Managers/Field Service Managers- Improving processes to make them more efficient- Driving User Acceptance Test and be part of release process

- Single point of communication for Customer, IMT mgrs, account mgrs and DPEs- Providing account specific information and direction to the Delivery Centre- Coordinating delivery of agreed day to day Delivery Center services for client- Developing and implementing the account management system with interlink to Delivery Centre and competency manager system- Managing changes, driving emergency changes and secure change approvals- Driving proactively internal and external customer satisfaction- Making recommendations for processes, procedures and tool improvements- Reviewing, monitoring and managing service performance and capacity; negotiate and implement resolution plans- Establishing and providing regular account services communication and reporting including KPIs- Ensuring cost, claim and efficiency management and measurements- Ensuring achievement of 100% satisfaction results in all security and process compliance reviews/audits- Ensuring account BC/DR management within a Delivery Centre Brno

Brno, Czech Republic

- Day to day leadership of operational delivery for dedicated customers- Primarily focusing on the attainment of defined SLA/ SLO and KPIs targets- Driving Service/Continuous improvement plans SIP/CIP- Keeping under control Account Compliance Management, IT Security and Business Control as defined in SSOW, Services Delivery Processes- Managing cost (budget) for leaded accounts- Managing business (analysing, developing and assisting in implementing ideas for improving efficiency in problem identification and resolution, system or application changes, and automated tools) – taking the IBM business forward- Delivering of competency metrics and customer SLA’s- Ensuring that targets are being met by driving and owning associated plans- Developing and agreeing internal SLO’s to enhance business performance- Preparing and implementing of RCA’s for missed SLA/SLO’s and improving area’s- Mentoring, coaching and leading Team Leaders to ensure leverage best of breed practices to realize Vision and Mission of the department- Working with Team Leaders to deliver contract performance standards and promote service quality to keep customer satisfaction on the high level- Driving customer satisfaction by implementing innovative ideas and concepts that lead to improvement in quality and productivity- Promoting and developing resource sharing- Customer Relationship Management- Driving/Managing audit readiness for customers managed- Analyzing 1st level service delivery escalation issues- Driving consolidation of relationships with Service Management, Customer and other suppliers- Preparing and presenting monthly business review packs- Communications: Consolidate relationships with Service Management, Customer Teams, and other Delivery Centre teams as required

Brno, Czech Republic

- Leading four teams, in total 25 headcounts- 1 to1 meetings, performance evaluation - Cross skilling between teams- Coaching team members and increasing their professional skills- Shift Plan covering to fulfill successfully service needs, back up plan for staffing - Checking and validating security compliance- Providing a feedback as one of inputs for people evaluation- Proper escalation and communication of high critical problem to management- Process controling, preparing and implementing in team- Analyzing and creating RCAs, implementing necessary actions- Communicating team requirements/technical problems/need- Quality conf-calls leading- Leading service complains discussions and conf-calls- Coordinating workload transfer the team - Production conf-calls leading (with all the necessary representatives)- The customer activity report ensuring- Taking care of the all needed accesses to the systems for the team- Delivering daily and monthly reports, BCDR- Ensuring cost booking in the right way by Team- Acting as communication focal point for technical area- Proposing, implementing and controling new processes, standardization, work instructions- Compliance : WINs, SSOW, CTM, R&R

Brno, Czech Republic

- Creating/ modifying/ deleting user accounts- Problem determinating, solving or passing it to next level support- Activating the defined escalation path when needed- Following documentation and processes, doing regular updating it- Responding to Execute of approved change- Checking the quality of service- Web Request tool – testing and implementation

Horizon Project ( Pilot and Wave 1) The purpose of the project was to transfer activity from ITD France and IDC Brno to GDC India. The project was to move app 100 FTEs to India. My responsibility is to coordinate the transfer Pilot (UAR Team) and Wave 1 (DCS Team). I am the main contact point between teams, taking care of solving problems which appear during the transfer. During the parallel production I am 6 weeks on transition and helping the receiving team to manage workload in the queues by showing how to dispatch work in the team to have good results. Training plan and necessary work instruction have been prepared by me. The project is going to the end for Pilot and Wave 1, I expect to be success.

Master’S Degree, Marketing And Management, Mag. Ing.

High School, Accounting & Finance, Tech Economist