Experience

CI Group EMEA
• Czechia
• Information Technology & Services
• 1 - 100 Employee
• Director, Operations & General Management

  • Jul 2022 - Present


Sodexo

• France
• Facilities Services
• 700 & Above Employee

• IT Service Delivery Head/People Manager

  • Nov 2021 - Jul 2022

  IT Service Delivery Management, manager of Service Owners & Service Managers responsible for vendor/contract management, contract cost optimisation and elevate added value from vendors and create service delivery excelence for our business. Directly responsible for vendor delivery, articulating business needs trough Service Managers/Owners reporting directly to me. Business first attitude embodied trough-out daily. IT Service Delivery Management, manager of Service Owners & Service Managers responsible for vendor/contract management, contract cost optimisation and elevate added value from vendors and create service delivery excelence for our business. Directly responsible for vendor delivery, articulating business needs trough Service Managers/Owners reporting directly to me. Business first attitude embodied trough-out daily.



Infosys BPO

• United Kingdom
• 1 - 100 Employee

• Lead, Client Operations & Services / Client Operations Head / People Manager

  • Sep 2015 - Aug 2021

  - Provides accountability and leadership of the client accounts (Service desk/Service Management/End User Services - L1/L2/L3) - I'm managing directly accounts with combined ~350 FTE's. - Engages with the key client stakeholders on areas of improvements/Escalation - Manage attrition and profitability within their teams - Client E2E relationship, MBR, QBR'... - Profit & Lost management: Direct responsibility ~7MUSD/y combined - Client relationship management Operations Management: - Prepares and adheres to internal and external governance model in order to track and monitor contractual compliance, employee engagement, performance and relationship health - Creates the scorecard for the accounts and ensure flow down for the team, in order to align the team with the engagement objectives - Anchors the key internal and external governance meetings, Monitors adherence within engagement in order to sustain delivery predictability - Oversees and manage day to day operations delivery by Operations team (consisting of Mangers, Team Leads, Specialists and Team members) and ensuring deliverable towards the client are met. - Oversees resource deployment across all processes for the engagement (Team Size, Span, Shift Utilization, Skill sets, technology rollout) in order ensure budget & pricing assumptions compliance. - Conducts periodic reviews with Operations Managers and drives corrective action where required in order to ensure delivery predictability. Financial, Revenue, Business growth related: - PNL responsibility to manage profitability of accounts and revenue growth - Active participation in sales/presales processes (RFI & RFP) - Currently managing accounts with 7m$/annually combined - Business strategy setup People Management: - Identifies key personnel - Accountable for metrics like Employee Satisfaction and Attrition. - Conduct regular 1-2-1 Transformation Projects: - Lead and participate large-scale transformation projects to meet contractual requirements Show less



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• Service Delivery Manager Lead

  • Jan 2014 - Aug 2015

• Delivery Project Executive

  • Oct 2012 - Aug 2015

  Provides single point of contact to VPs for service delivery and for customer escalations, demands & needs. I meet customer satisfaction / service level agreement targets for contract. Ensuring continuous and effective services are provided based on the contract terms and conditions. Identifies areas where continual improvement can be applied. Leading the service delivery teams, for service delivery / financial / cost management by ensuring resource commitments are met, continual productivity initiatives are implemented, and creative cost reduction solutions are identified and implemented. I ensure that assigned work meets contract cost objectives and Service Level Agreements. Participating in IBM Global Knowledge sharing and management which is key to IBM’s success.Actively participating in knowledge sharing activities like communities of practice, forums, conferences and other knowledge exchanges. I assume additional responsibilities as assigned. I keep an excellent understanding about dedicated account strategic direction as it relates to function and business unit. Participating in and supports tactical service delivery account plan. I lead and manage service management and delivery teams to meet customer expectations, demands and needs.I do perfectly understand customer requirements and setting program objectives. I'm perfectly familiar with operational support requirements, service level objectives, measurement tracking, and I'm able to accurately report status to appropriate levels of management. Lead or Assists with service delivery Crisis Management. I'm effectively meeting commitments, able to identify issues and recommending appropriate trade off decisions.Sales/Presales engagement Show less

• Service Delivery Manager

  • Jan 2011 - Oct 2012

  Managing the service Delivery Teams and account management team. Ensuring that Production teams are running effectively and delivering services defined in contract and services based on customer demands and needs. Building strong trust, relationship and partnership with clients and making sure the service provided are high quality and profitable. Organizing and facilitating training and workshop for service delivery personnel. Performing financial/cost analysis for the purpose of creating IT business cases, projects, and budgets. Highly networking with clients to determine and evaluate their business requirements and needs with the aim of setting priorities. Show less

• Client Support Manager

  • Jan 2011 - Mar 2011

• IT Specialist, Windows Lead

  • Jun 2005 - Jan 2011

  Responsible for WINTEL service delivery for various customers,leading/managing Incident & change management operations and technical implementation with team of Microsoft certified admins.Managing and maintaining W2K, W2K3 and W2K8 servers in various environments.



Hewlett-Packard

• United States
• Information Technology & Services
• 300 - 400 Employee

• IT Specialist

  • Dec 2003 - Jun 2005

  Server/system support: First level Management of Windows and Unix based systems. Server/system support: First level Management of Windows and Unix based systems.



Samsung Electronics

• South Korea
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Automations

  • Jul 2002 - Dec 2003

  Automation engineering: Programing PLC Automation Equipment/Machines. Automation engineering: Programing PLC Automation Equipment/Machines.