Sari Mäkelä Email & Phone Number

Finland

Responsibility areas Configuration Management and Service Level Management, Nordic wide team. Main responsibilities in Finland Service Delivery Organization:- asset data, data quality, management, tools, compliance reviews, follow ups- process implementation, education coordination- work/activity transfers and education to Global Delivery Center, managing and cooperating with the team, analyzing the tasks and work load on Configuration Management area- coordinating and managing a huge internal compliance project, ensuring that the stated compliancy goals were achieved

Finland

SDM is responsible for the whole delivery service concept towards the customer (according to the contract), is the contact point to the customer and responsible for daily customer operations. SDM is the primary contact point between the Delivery Project Executive (DPE) and delivery support organization. Main responsibilities:- proactively monitoring the problem and change processes and activities- helping to ensure the quality of service, monitoring and managing Service Level performance, customer satisfaction, reporting, invoicing- analyzing and adjusting customer needs to internal teamsDuring autumn 2010 worked as a Junior Engagement Manager in an internal project, which target was to implement a new delivery model to several departments in IBM Finland. Represented Finland Service Delivery Management organization.- analyzing the current situation and work load in the target organization versus GDF targets- preparing organization for required changes- participating in defining the new structure for organization and working together with management to achieve the goals

Finland

Global ownership of the asset management process in an international customer account, e.g.- coordination of the asset databases and daily operations for follow-up, problem solving, reporting- instructions to the teams worldwide (mainly onsite support)- process development

Finland

Coordination of server security patches (several platforms, servers of outsourced customers), e.g.- cooperation and communication with customers and internal technical teams- huge involvement in the transition project where the coordinator work was transferred to Global Delivery Center

Helsinki Area, Finland

Coordination of trainings for customer IT support organization (help desk and onsite support personnel) globally together with training coordinators. Handling of Work and Project Orders from the customer.- checking/approving training materials and service support documents- developing End User Support services- reporting, resource allocation and training scheduling

Finland

Coordination and responsibility of the whole Program Office team tasks in a big customer Transformation Program, e.g.- regular reporting to program management- close cooperation with project managers, program manager and customer

Finland

Coordination of trainings for customer IT support organization (help desk and onsite support personnel) globally together with training coordinators. Handling of Work and Project Orders from the customer.- checking/approving training materials and service support documents- developing End User Support services- reporting, resource allocation and training scheduling

Finland

Follow-up on financial issues and resource allocation of deployments, e.g.- financial coordination, reporting and follow-up- coordination of STP-planning- developing and improving practices related to department’s work- internal instructions and information sharing

Espoo

Main responsibilities in Europe wide teams:- gathering operational data for monthly reporting- developing, coordinating and enforcing working practices Finland and Europe wide- taking care of financial issues of deployments- maintaining intranet pages and databases- acting as key user for several resource management and time tracking applications- communication