Global Delivery Center Poland Capability Lead for Customer Service Management as part of Service Integration line of business composed of CSM and PPS (Program and Project Services). Leading a department of more than 100 Service Delivery Managers at various level (from junior to senior). Developing and promoting talent to become Customer Service Managent professional.

Local global delivery center (GDC) capability lead for service management. Accountable for 3 streams of service management: Operational Service Management - Full spectrum of ITIL based processes. Customer Service Management - Service Delivery Management including commercial, financial, business change or business relationship management. Service Design and Implementation - Domain Architects for Service Management.

Manages a team of managers, across diverse geographic locations, and is focused on ensuring the development and improvement of their services in line with agreed Operational Service Levels and cost base. Is accountable for the quality and end result of their assigned operational activities in line with the company’s objective and goals. The role holder has responsibility to ensure and maintain the availability of the operation for customers and end users and to identify and develop new business opportunities. -Manages delivery of a service or support function through monitoring activities and leads and manages the continual improvement of service standards & practices. -Owns service risk and productivity improvements to support operations and increase profitability and continually improve cost effectiveness. -Operational management of their area providing leadership and direction to the teams they manage including resourcing and workflow. -Establishes quality working relationships with customers, suppliers, other Fujitsu departments in order to ensure quality and timely fulfilment of services delivered. -Actively promotes Continuous Improvement. -Establishes and oversees management reporting, reviews and change control processes, manages their operational area within budgetary constraints. -Accountability for line of business financial matrix team delivering monthly invoicing framework and interfaces to other business enabling functions. Providing P&L report and analysis to the operations and the executive team. Providing underlying financial data to support business decision making and effective budget execution.

On a senior management level within GDC structure the Operations Manager is responsible for leading Service Process Managers and Service Process Leads and supporting them in managing towers of their competencies as well as matrix of customers who are recipients of delivered services.The role holder is focussed on ensuring development and operation of the Service Management services to agreed Service Levels within an agreed cost base.

Reporting directly to Global Account and Service Management LeadPart of Account and Service Management Lead team. Daily operational management of Incident and Problem team of 20 people including two Process Owners and two Operational Leads. Accountability to deliver the service in contractual KPIs Single Point of Contact for management escalations regarding IM and PM for both IBM and Customer (ability to 'step in' and drive the case to resolution) Operational reporting directly to Customer's counterpart. Supporting Service Level Management Lead on SLA reportingAccountability for providing interlocks from IM/PM process to the rest of the delivery organization. Driving improvement actions within the CSI process and addressing operational issues and obstacles. Managing Risks to the delivery of the service and addressing to respective service/process owners. Collaborating with FLM on developing team's potential

Acting as primary contact between the DPE and delivery support organizationLeading and directing the delivery teams to ensure the services are delivered in line with contractual obligationsOptimizing the availability of IT infrastructure, systems and services to meet the commitments made to commercial accountsEnsuring quality of service and managing cost of delivery by looking at better ways to provide service in a cost-effective mannerActively participating in projects as well as in incident, problem and change management processesSupporting DPE in the management of service related issuesEnsuring compliance of IT infrastructure, systems and services with security policies and standardsRisk managing threats within IT infrastructure, systems and servicesProviding incident, problem and change reporting & analysis to identify issues and trends and develop action plans

The Operations Manager is responsible for delivery of the services as described under the Inter-Company Agreement (ICA) or direct contract with the client in collaboration with the Capgemini’s Service Delivery Manager (SDM) and Eastern European Service Centre management team. This role priorities are; assurance that appropriately skilled and trained resources are deployed into the service and that they are working in accordance with agreed internal and customer procedures and standards.The overall objective of the Operations Manager is to manage the service effectively in such a way that the services supplied to the clients satisfy the requirements and meet contractual commitments.The Operations Manager acts as a focal point of contact for all Service Centre related activities and duties associated with the service provisioning working directly with the Service Delivery Account Team, the client and other stakeholders at a senior management level.

Managing a team of Back Office specialist and project consultants; Managing team's development and planning team's training; Motivate team members to provide excellent client service and improve their abilities;Proactively managing team performance / production of deliverable, aiming to exceed SLA targets, recommending and implementing action plans as appropriate to address any shortfalls; Daily and hourly management of resources and work schedule;Providing a first point of escalation for the team in respect of service/delivery issues;Assisting in the planning and implementation of agreed changes to the delivered services;Monitors and ensures quality of customer service and proper ticket handling;Managing CSIP (Continual Service Improvement process) items and reporting directly to UK Management (Capgemini and Client); Supporting the Service Transition to the delivery center; Managing and coordinating Project Work resources and activities. Managing project's knowledge base and support documentation;Identifying knowledge gaps and executing corrective actions;Managing Knowledge Transfer and Shift Left activities;

Providing a point of escalation for client, resolving teams and UK placed management; Monitoring and maintaining progress of incidents through to resolution; Providing Major Incident Management service and participating in RCA (Root Cause Analysis) process; Chairing day to day conference calls for UK placed Management; Recommending action plans as appropriate to address any shortfalls; Development and implementation of internal procedures; Undertaking customer satisfaction surveys;

Undertaking initial diagnostics of the incident, using the tools available and resolving as many as possible on initial contact;Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages;Proactive flagging incidents where no knowledge solution was found;Meeting or exceeding the level of Service when responding to all incoming incidents; Accurate and timely hand off to other resolving teams;