Adrian Dulawa

Account lead with primary focus on Governance areas: • QA: Service Management Maturity Model • Internal and external audit coordination • Risks and Issues Management • Continues Service Improvement (internal and external) • Service Level Management (internal and external)

ITIL Service Management with focus on: - Transition & Transformation tower lead - Solution design - BID service offer calculations - Client on-boarding - regional process owner

Service Delivery Service Quality and Improvement Financial control and support SLA Implementation/Performance Reporting Client Relations and Service Development

- Co-leading mutualised service desk team of 100+ employees providing tier1, tier2, tier3 and tier4 support in 7 languages for end users from 15 European countries. - Responsible for Back Office (tier2, teir3, tier4) team of 45 employees. - Cooperation with supporting departments like account, HR and finance. - Making sure all policies and procedures are followed - Service improvement projects design, development and implementation - Service Level and KPI’s Reporting

- recruit, direct, control, motivate and develop team members - providing a first point of escalation for the team in respect of service/delivery issues - responsible for Tier2 and Incident Management teams

- recruit, direct, control, motivate and develop team members - managing a team o 15 members supporting customers from 6 countries in 3 languages

Practice in Germany as a TLC-TK developer at LMS Deutschland GmbH - "Leonardo da Vinci" program

Measurement Systems

Computer networks and data base systems