Responsible for hybrid cloud service delivery for a global customer from security industry. • Leading service delivery to customer in order to deliver contracted service commitments & continual service improvements• Developing effective relationships with customer senior management team. • In conjunction with the customer identifying & defining requirements for new services. Ensuring such services are professionally introduced & accepted into service. • leading internal and external suppliers in a service partnership as ‘one service team’ • Leading the continual improvement of Service Delivery standards & practices • Managing the service delivery team of Process Managers, SDMs and Specialists delivering to the customer(s), driving development and effectiveness.• Identifying opportunities for new business and account growth • Working independently, or with Account Management Team, to develop new business within the account, where appropriate, leading on new business such as renewals.

Responsibilities:- Operational management of the Service Desk providing leadership and direction to the teams - Identifying and recruiting appropriate people. - Managing different types of resources and within budgetary constraints- Ensuring that the team achieve their objectives & to constantly improve quality & interworking- Identifying and developing people with management potential- Owning and accepting responsibility for escalation of Service Desk capability issues - Building and enhancing relationships with Account Service Governance, Service Management Centre and Capability Units - Managing SLA performance through monitoring activities - Contributing to the continual improvement of Service support standards & practices for the customer contract & community - Owning risk and productivity improvements to support operations - Ensuring best practices are deployed upon the team and requirements are clear and understood.- Establishing development and delivery plans and agreeing them with relevant parties. - Establishing and implementing reports, reviews and change control processes- Monitoring work and reports on progress against service level, cost, time, specification, as appropriate. Intervening to achieve required result. - Accounting for client satisfaction.

Responsible for:- Identifying and recruiting team members on different level- Deploying work packages/objectives appropriately, ensuring that service requirements are clear and understood- Leading and motivating, developing skills and technical coaching to all his team members- Identifying and developing people with technical or management potential- Managing processes, contributing to their definitions and improvements- Planning to achieve cost effective results- Understanding what needs to be done to meet requirements and achieve SLA’s.- Monitoring work and reports on progress against service level, cost, time, specification, as appropriate. Intervening to achieve required result- Leading transitions of new services / new customers- worked on 3 different accounts with full ITIL scope of service (incident, change, problem, request) managing individually and in a teamAdditionally as Logistics TM:- working closely with Service Delivery Management conducting monthly and quarter audits with customer in UK- Responsible for supplier liaison and accountable for customer's stock management

- Responsible for developing understanding of the customers’ environment and service delivery requirements - Following established processes and systems, recommending improvements to these as appropriate to resolve customer enquiries; documenting actions taken- Taking ownership for documenting and monitoring adherence to all account related processes; ensuring the processes in place are aligned with the contractual requirements - Acting as point of escalation and owning management of the processes leading to successful resolution of the escalated issue- Escalating issues as necessary to deliver required service level and meet customer expectations/SLA- Monitoring performance through statistical reporting and analysis- Acting as a role model and team player being viewed by colleagues as an effective and helpful member of the team- Demonstrating personal leadership and initiative, able to supervise other team members in areas concerning service delivery

- Assisting in organizing seminars and educational projects for teachers, headmasters and students in Poland, Germany and Austria- Translating during seminars and meetings (German – Polish; Polish – German)

- Responsible for assisting in creating agendas for interviews and group discussions- Participating at group discussion’s part on interviews- Preparing training materials and guides for new employees- Maintaining HR documentation of all employees- Creating Evaluation Reports of all trainings

- Responsible for handling reservations enquiries- Dealing with customers on arrival and departure with or without advance bookings- Preparing and maintaining customers accounts, dealing with cash and credit payments- Handling all guests queries in person or telephone during their stay at the hotel- Ensuring all professional operation of the back office- monitoring the delivery of guest mail, faxes, personal belongings- Communicating with all other departments of the hotel in order to ensure that all guests’needs are being fulfilled