Urszula Baluta

• Act as a single point of contact for the customer and builds a relationship as trusted advisor with the customer’s senior IT contact • Deliver against the agreed forecast of the engagement P&L and actively work with service owners to improve productivity and overall effectiveness to achieve ongoing performance improvements • Provide direction and alignment to a virtual team of Fujitsu service delivery resources and external partners across countries to deliver as ‘one service team’ to the customer • Maint

• Ensure that the application services being provided to customers are aligned to the customers’ need for them following Service Level Management process framework • Establish a working relationship with customers, understanding their need for Project Management application services, and managing the introduction of new projects, application service improvements, and service reductions and retirements • Ensure proper governance by participating in Steering Committee meetings and by leading business referenc

Managing the Service, People and Costs by: - Being main stakeholder and approver of the Support Contracts for incoming projects - Ensuring that the support is delivered according to corporate processes for software deliveries - Securing sufficient cover of the support for the existing and incoming projects - Driving the improvements of the service, including cost reduction - Making sure that the Change and Release management processes are known within the organization and customers, and followed - Successfu

Coordination of the scope of several integrated delivery pools (Unix, Wintel, Middleware) for both the client and the account team Support the Delivery Project Executive and Project Executive as the service delivery advocate Working with the DPE, PE to understand customer requirements Leading and directing the integrated delivery pools with direction from the DPE/PE Managing the day to day delivery of service for the integrated delivery pools Providing dedicated support to the account including: cost, sup

Areas of responsibility Main duties: Service Management - implement services and provide as defined in Service Delivery Catalog - quality management and services reporting - workload distribution and coverage -support new workload transfer - maintain regular services communication with account team - manage critical situation, services disruption and disaster recovery situation - continuously increase customer satisfaction People management - performance management - people development and motivation - rec

full accountability for provided services & quality account for planning and delivering support strategy relationship management with clients & IBM executives perform Lead & Focal Point for high level executive meetings / escalations process, SLA, SLO management & reporting, KPI analysis responsible for security and audit compliance, reviews & actions lead & motivate managers and teams keen understanding of ITIL / Six Sigma processes starter at enterprise architecture participate in various internal, non-bu

full accountability for provided services & quality account for planning and delivering support strategy relationship management with clients & IBM executives perform Lead & Focal Point for high level executive meetings / escalations process, SLA, SLO management & reporting, KPI analysis responsible for security and audit compliance, reviews & actions lead & motivate managers and teams keen understanding of ITIL / Six Sigma processes

lead two teams (around 20-people each), work in shift pattern support of the North American and later European clients analyze the agents performance, coaching, mentoring, following the Performance Review requirements close cooperation with the client in order to continuously improve the results and to enhance the processes (ongoing 6 Sigma project) Security and Disaster Recovery coordination participate in various internal, non-business related projects

Academy of Strategic Management