• meeting all requirements and achieving SLA’s and KPI’s,• delivering high quality service to the customers,• leading and motivating multicultural teams – currently composed of 22 1st line agents, 3 2nd line agents and 3 supporting functions,• coaching and mentoring employees,• taking part in project transitions or service extensions,• identifying and developing people with technical or management potential,• identifying and recruiting appropriate people,• performance management,• escalation management,• risk management,• building and enhancing the relationship with clients and Fujitsu Account Management (cooperating with the accounts in Denmark, Germany, UK, Luxembourg),• continual Service Improvement

• reporting,• incident management,• verification that all SLA agreements are met and targets are reached,• dealing with functional and hierarchical escalations,• dealing with customer complaints,• acting as SPOC during major incidents in Poland GDC,• conference calls with Service Delivery Managers in UK and Denmark,• updating procedures and knowledge base,• Sense & Respond Champion / Continuous Service Improvement,• service improvement plans,• ensuring the standards and procedures are being followed,• providing trainings,• performance management,• scheduling

• maintaining the overall quality and day-to-day operations of one of the busiest Domino’s stores in Dublin,• sales building,• controlling and achieving store targets – sales, labour and food costs, exceptional customer service,• recruiting new staff, • managing, motivating & training team of ca. 50 staff,