Martyna Smuga Email & Phone Number

Copenhagen, Capital Region, Denmark

Łódź, Łódzkie, Poland

Customer industry: Financial servicesIn January 2020, I took on a new challenge of running a project portfolio for a large financial services industry account. The transition from IT Operations to Project Management was a difficult but rewarding one and my knowledge of Operations was put to good use, as the aim was to establish and streamline processes as well as unify the two departments, which typically tend to have difficulty overlapping. My focus since January has been to improve the financial controls in the portfolio by standardising budget management for all Project Managers and mapping out the end-to-end cost and revenue lifecycle. Simultaneously, I have been striving to increase the efficiency and clarity of the processes utilised on a daily basis in order to make them as simple as possible for the stakeholders so that the focus can be on the delivery of quality projects to the Customer. This in turn has enabled an improvement-focused culture, benefiting both parties equally.

Łódź, Łódzkie, Poland

Customer industry: Financial servicesAs a Senior Service Delivery Manager, I was responsible for all service delivery areas for a global shipping industry account. The primary focus was on ensuring awareness of Customer, contract, business context, priorities and risk between all of the stakeholders. Particular emphasis was placed on ensuring that Customer needs and expectations are understood and executed. Additionally, I actively took part in executing financial controls and planning for the account.I worked with two Service Delivery Managers who were responsible for the day-to-day management of the services provided to the Customer (service reviews, quality management and monitoring of service performance according to the contract), whose activities I was accountable for.

Wrocław, Woj. Dolnośląskie, Polska

Customer industry: Financial servicesThe transition to an SDM role improved my knowledge of all Service Management processes and their dependencies. I also gained a deeper insight into the workings of Delivery Teams and improved my technical knowledge by engaging in their work as much as possible. This enabled me to improve the efficiency of day-to-day processes and procedures. My other responsibilities included: Maintaining a relationship with Customer IT Management through regular remote meetings as well as occasional face to face workshops Ensuring the service provided meets the Customer country legal requirements (Swiss banking laws) Continuous improvement of productivity and quality of service Monitoring Customer satisfaction and expectations on a regular basis and introducing improvements based on the results Providing operational expertise in policies and procedures (Incident, Problem, Change Management) Coordinating the work of Delivery Teams and ensuring that SLA targets are met Supporting Project Management in introducing new services

Wrocław, Woj. Dolnośląskie, Polska

Customers’ industry: Financial services, TelephonyResponsibilities: Creating / improving policies and procedures for implementing RFCs in IT environments: incorporating risk mitigation, technical documentation, communication plans, implementation and back-out plans, success verification Working together with Delivery Teams, Management and Customer regarding Change Management policy / procedure compliance Communicating processes and their value to teams where such processes were not in use before Conducting meetings / Change Advisory Board to enable discussion and evaluation of RFCs  Creating and maintaining metrics: reporting on completion rate, success rate and outages Using Remedy Action Request System and Infrastructure Service Management applications to support Change Management

Katowice, Woj. Śląskie, Polska

Customer industry: Express logisticsResponsibilities: Planning of RFCs across all environments: plan, schedule, co-ordinate and manage end-to-end progression Assessing conflicts and prioritising key activities with stakeholders (Customer, Delivery Teams and other areas within Service Management) Ensuring that adequate assessment is carried out Identifying potential risks prior to implementation Main point of contact for all Change Management activities  Liaising with Delivery Teams