Martin Klimeš Email and Phone Number

- Leading team of ITSM process owners as well as ITSM tools teams towards agreed goals in line with bank’s strategic direction.- Overseeing and coordinating change initiatives to implement or improve ITSM processes (Demand, Service Portfolio, Event, Incident, Problem, Change, Release, Configuration, Service Level, Service Catalogue, Knowledge, Service Request Management) while reflecting on relevant trends (productization and agile ways of working, DevOps, cloud services, etc.). Together with ITSM process owners ensuring proper awareness and adoption of in scope ITSM processes. Overseeing effectiveness and efficiency of in scope ITSM practices and ensuring respective reporting (internal and external).- Owning and maintaining ITSM tools architecture to ensure use of suitable supporting tools, utilization of its out of the box features as much as possible, to ensure suitable integration and automation and to avoid duplicating features. Iteratively enhancing current ITSM tools in line with defined goals and direction.

Client (Novartis) role:- Accountability for SLM framework and ServiceNow measurement solution and its further enhancements for all IT functions.- Designing concept of E2E Service Monitoring product (~dashboard), managing product roadmap and consulting during its implementation as member of Scrum team.- Designing concept for ServiceNow E2E service modelling, enhancements to SLM framework and Measurement solution (including focus on end-to-end SLAs, and OLAs), and for other process pre-requisites for E2E Service monitoring.- Service Level Management (SLM) process co-owner in multi-year IT Operating Model program: designing and documenting SLM process and SLM framework; defining user stories for ServiceNow product to support SLM process and Measurement solution, consulting solution; ensuring Measurement solution deployment readiness (training, data gathering templates, consultation); participating in service models deployment.- Supplier Mgmt and Service Request Mgmt: defining performance metrics in underpinning contracts; ensuring proper measurement setup in Remedy and other tools; ensuring reporting; providing inputs and participating in supplier service review meetings; defining and managing service / process improvements.Employer role:- Initially joining as Senior consultant in CZ Consulting practice.- In 2017 taking role of Lead consultant for ITSM & Infrastructure Services team.- Since 2020 moving to role of Practice director to manage also other two practice teams – Project Mgmt, and Non-IT Functions.- In 2022 taking on in addition also Swiss-based consulting team.- Since 2023 extending the practice further with Agile Mgmt & Maintenance team (Scrum Masters and Product Owners).

Managing projects delivery; Developing business (identifying business opportunities, attendance at business development meetings with clients, managing proposals creation); Counseling junior colleagues (career planning, assigning to projects, regular evaluations); Developing service portfolio (defining service offering, evaluating service profitability, communicating service offering both internally and externally)

Responsibility for small projects / individual project phases; Tasks assignment; Active participation in client meetings; Solution design; Deliverables creation; Deliverables defence/ presentation

Participation in client meetings; Primary/ secondary research; Company/ industry analysis; Data analysis; Deliverables preparation; Deliverables defence/ presentation

Data collection and analysis, design of client deliverables, project related assignments.

Project Owner - Feasibility Study to Implement Fleet Management in Hilti Ukraine

Providing MS Office training (mostly Excel), incl. tables design, data analysis, reports creation.

1. translating technical texts English / German / Czech language, 2. project member in "SFDI Study - Problems and Experience Concerning Public Procurement of Transport Infrastracture Projects in Selected European Countries",3. administrative support.