**Key Responsibilities:**• Lead strategy, innovation, and tooling initiatives to deliver best-in-class support services• Establish and manage continuous improvement programs aligned with industry best practices• Develop strategic relationships with internal and external stakeholders• Stay abreast of industry developments to proactively address service delivery impacts**Key Achievements:**• Implemented support automation using GenAI, reducing repetitive tasks by 15%• Led "shift left" initiative, optimising support costs through AI Bots and GenAI• Developed "Control Center" dashboard, improving real-time application health monitoring• Created "Support Co-Pilot", an AI-powered assistant for engineers, increasing efficiency by 25%• Optimised external vendor operations, resulting in 13% cost savings (annually)• Conducted AI knowledge sharing sessions, training over 1000 employees in machine learning and prompt engineering**Impact:**• Reduced average resolution time for support tickets by 16%• Increased operational efficiency leading to 25% in cost savings

**Key Responsibilities:**• Managed service quality delivered by external vendors, ensuring adherence to contractual obligations and service level agreements.• Developed and implemented service improvement plans, enhancing service delivery and customer satisfaction.• Provided detailed reporting and analysis to senior management, facilitating informed decision-making.• Monitored performance metrics to ensure continuous improvement and operational efficiency.**Key Achievements:**• Conducted comprehensive vendor analysis and optimisation, resulting in a 15% reduction in service costs.• Developed a centralised dashboard for real-time tracking of ongoing projects and resource utilisation, improving project management efficiency.• Implemented a vendor scoring process and template, standardising vendor performance evaluations and enhancing transparency.**Impact:**• Improved vendor performance and service quality, leading to a 20% increase in customer satisfaction scores.• Enhanced operational efficiency through streamlined reporting and performance monitoring processes.• Achieved significant cost savings and optimised resource allocation through effective vendor management and project oversight.

**Key Responsibilities:*** Designed and delivered workshops on innovation, AI, Machine Learning, and Design Thinking.* Created the original workshop "My Little Pony and the Quest to Teach People Machine Learning," which trained over 4000 participants.**Key Achievements:*** Trained over 4000 people in innovation skills, significantly enhancing their capabilities in AI, Machine Learning, and Design Thinking.* Developed and led workshops that received high satisfaction ratings and positive feedback from participants.* Mentored and coached participants, fostering a culture of continuous learning and innovation.**Impact:*** Increased participants' proficiency in AI and Machine Learning, leading to practical applications in their respective fields.* Promoted a deeper understanding of Design Thinking, resulting in more innovative problem-solving approaches.* Enhanced communication and mentoring skills among participants, contributing to their professional growth.

**Key Responsibilities:****Workforce Capacity Manager:*** Established best practices and developed recommendations to improve demand forecasting, capacity planning, and employee utilisation.* Developed and maintained high-quality daily, weekly, and monthly reports for senior and top management.**Data Engineer:*** Produced ad hoc reports and analysis to support business needs using tools such as PowerBi, Power Apps, Python, Power Query, MS Excel, and SQL.**Key Achievements:*** Led the development of a crisis management dashboard for country leadership during COVID-19, enhancing decision-making capabilities.* Improved demand forecasting accuracy by 15%, optimising resource allocation.* Streamlined reporting processes, reducing report generation time by 30%.**Impact:*** Enhanced operational efficiency and resource utilisation, resulting in cost savings.* Provided critical insights through data analysis, supporting strategic business decisions.* Increased management's ability to respond to crises effectively through the implementation of the crisis management dashboard.

**Key Responsibilities:*** Implemented global CSR strategy at the Wroclaw site, aligning local initiatives with corporate goals.* Identified and prioritised CSR initiatives, ensuring alignment with organisational values and community needs.* Collaborated with internal departments to integrate CSR initiatives into the overall organisational strategy.* Monitored and reported on CSR performance, ensuring compliance with CSR standards and regulations.* Communicated CSR initiatives and achievements to stakeholders, enhancing transparency and engagement.**Key Achievements:*** Led the "Stop, Look, Wave" program in Group IT Wroclaw, promoting road safety awareness.* Coordinated the "Future Leaders" initiative in collaboration with the WrOpenUp Foundation, fostering leadership skills among youth.**Impact:*** Enhanced community engagement and corporate reputation through effective CSR initiatives.* Improved employee engagement and morale by integrating CSR activities into the workplace.* Achieved compliance with global CSR standards, contributing to the organisation's sustainability goals.

**Key Responsibilities:*** Managed a team of Change Managers and Business Consultants within the Consulting and Change Management (CCM) Center of Excellence.* Served as the Single Point of Contact (SPOC) for business in the area of CCM.* Oversaw the entire employee lifecycle, including attraction, recruitment, onboarding, development, retention, and separation.* Managed employee performance, ensuring alignment with organizational goals.* Implemented global mission and objectives for the Change Management CoE in Poland.* Developed and delivered training programs in Change Management (CM) and Business Analysis.* Established and monitored metrics and KPIs to track progress and performance.* Managed relationships with clients, ensuring satisfaction and alignment with business objectives.**Key Achievements:*** Successfully implemented a global mission and objectives for the Change Management CoE, enhancing organizational change capabilities.* Developed and delivered training programs that improved employee skills in CM and Business Analysis.* Established metrics and KPIs that provided clear visibility into performance and progress.**Impact:*** Improved employee engagement and performance through effective lifecycle management and training programs.* Enhanced client satisfaction by effectively managing relationships and delivering high-quality consulting services.* Contributed to the organisation's strategic goals by implementing a robust Change Management framework.

**Key Responsibilities:*** Managed a team of 25+ IT professionals, including application developers, IT architects, and application supporters.* Oversaw a group of 15+ external contractors and students, ensuring seamless integration and performance.* Directed the employee lifecycle, including attraction, recruitment, onboarding, development, retention, and separation.* Managed employee performance, aligning individual goals with organizational objectives.* Collaborated with providers of professional services, managing contractor ramp-up/down, performance monitoring, and implementing various outsourcing models (managed services, team leasing, etc.).**Key Achievements:*** Successfully managed a diverse team, enhancing collaboration and productivity.* Implemented effective performance management strategies, resulting in improved employee performance and retention.* Established and maintained strong relationships with external vendors, optimizing service delivery and cost efficiency.**Impact:*** Improved team performance and productivity through effective leadership and management practices.* Achieved cost savings and operational efficiency by implementing optimized outsourcing models.* Enhanced employee engagement and development, contributing to overall organizational success.

**Key Responsibilities:*** Served as Request Office Coordinator (RO, EMEA Region), managing external contractors based in Poland.* Led the Request Management EMEA team, overseeing a team of 6 people across Sweden, Poland, and France.* Managed the employee life-cycle, including attraction, recruitment, on-boarding, development, retention, and separation.* Directed employee performance management to ensure alignment with organisational goals.* Collaborated with vendors to manage contractor ramp-up/down, performance monitoring, and implemented various outsourcing models (managed services, team leasing, etc.).**Key Achievements:*** Recognised and awarded globally for leading activities that resulted in a 40% increase in data quality for senior and executive management reports.* Drove automation procedures within RO EMEA, enhancing efficiency and productivity.* Led purchasing activities in Poland, optimising supplier management and cost efficiency.**Impact:*** Improved data quality and reporting accuracy, supporting better decision-making at senior levels.* Enhanced operational efficiency through the implementation of automation procedures.* Achieved cost savings and improved supplier relationships through effective purchasing management.