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Location

Poland

Rate

$32  / per hour

Years of experience

16+

About

I am an experienced IT services delivery professional with a strong background in customer relationship management, project management, and process optimization. My expertise lies in Managed Security Services delivery, internal sales, and engineering delivery team management. Currently, I serve as the Global Head of Delivery for IAM services, where I am globally responsible for managing CyberSecurity Services in the Identity and Access Management Domain. My role involves ensuring the deployment of best practices, defining and executing the Global Delivery strategy, and maintaining quality and resource availability across multiple Global Delivery Centers. My experience also includes implementing the DevOps model in CyberSecurity delivery, focusing on growth, profitability, and resource optimization. In my previous roles, I have successfully managed Security Services within Global IBM Security, where I was responsible for customer relationship management, escalation management, and operational governance. At Atos, I held various positions, including Service Operations Manager and Process Manager, where I oversaw financial operations, people management, service delivery, and process optimization. My technical background includes DNS administration, LAN network administration, and server security. I hold a Master of Science in Engineering from the University of Technology and Nature Sciences in Bydgoszcz and have numerous certifications, including PRINCE2, ITIL Expert, Six Sigma Green Belt, and ISO 27001 Lead Auditor. My proficiency in English, ongoing learning of French, and native Polish enable effective communication in diverse environments.

Tech Stack

IAM, Apache, Cybersecurity, DevOps, DNS, Identity and Access, IT Consultant, ITIL, Linux, MySQL, Network Administrator, PHP, WordPress

Experience

  • Responsible for the end-to-end business operations, day-to-day management, and execution of the Global Delivery strategy for Identity and Access Management (IAM) services within the CyberSecurity domain.
  • Acted as the customer advocate, managing relationships, handling escalations, and ensuring service quality and performance for clients, particularly within IBM Security Services.
  • Led and managed teams, including service managers, identity and access management teams, business operation support, and project management teams, comprising up to 300 people.
  • Accountable for security services delivery, ensuring service levels, managing operational activities, and maintaining governance over agreed deliverables, with a focus on quality, financials, and ITIL best practices.
  • Implemented process improvements, optimized service processes, and developed enhancements to eliminate unnecessary activities or automate processes, enhancing overall efficiency.
  • Involved in implementing the DevOps model as a working method within CyberSecurity delivery to improve deployment and operational efficiency.
  • Managed financial operations, internal invoicing, and service costs calculations for new potential customers, and provided proactive analysis and recommendations for operational environments.

Employment history

Global Head of Delivery IAM services September 2018 - Present
  • Globally responsible for the management of CyberSecurity Services in Identity and Access Management Domain.
  • End-to-end business responsibility for CyberSecurity Global IAM Domain day to day operations.
  • Ensuring deployment in the Global IAM Domain of best practice within guidelines of global processes.
  • Defining and ensuring execution of the Global Delivery strategy in alignment with CyberSecurity Services strategy.
  • Ensuring quality and optimal availability of resources with the right competencies and at competitive cost across four Global Delivery Centers and two Global Delivery locations.
  • Involved in DevOps model implementation as a way of working in CyberSecurity delivery.
Senior Service Delivery Manager/ Account Manager, IBM January 2016 - September 2018
  • Management of Security Services within Global IBM Security.
  • Customer advocate role, keeping appropriate service levels, responsible for customer relationship management.
  • Escalation management and operational governance of agreed deliverables.
  • Quality of service focal point for IBM clients.
  • Management of IBM operational security activities, end-to-end services, processes, and policies.
  • Proactive analysis and recommendations for the operational environment and providing CSI to develop enhancements.
Service Operations Manager/ Service Manager, Atos April 2012 - December 2015
  • Financial operations and internal invoicing for the Cybersecurity department.
  • Deputy of Cybersecurity Head for Poland, managing 300 people.
  • Leadership Management for Service Managers, Identity and Access Management, Business Operation Support, and Project Management Team.
  • Involved in new customer transitions to BAU and scope extensions for existing customers.
  • Customer relationship management and people management including recruitment and talent development.
  • Accountable for multiple security services delivery in terms of KPIs, quality, financials, and ITIL best practices.
  • Service processes optimization and assistance in the bidding process.
Process Manager, Atos September 2010 - March 2012
  • Team Leader of NSCS Business Office, managing a team of over 30 people.
  • Prepared team for Lean and ISO audits, improvements within BO sub-teams.
  • Regular Operational Service calls with Demand Countries (UK, DE, FR, NL).
  • Member of the Crisis Management Team and SPOC for Lean Management.
  • Led daily meetings and KPI Tool statistics preparation for the team.
  • Weekly reports preparation for Lean Progress Review Meetings.
2nd Line Engineer, Atos May 2006 - August 2009
  • DNS administration and IP address management for Atos Origin Netherlands.
  • DNS servers management for Atos Origin customers.
  • Provided support as LAN Administrator.
  • Manage regular operational service calls with demand countries.
  • Prepare KPI Tool statistics and weekly reports for Lean Progress Review Meetings.
LAN Administrator, Tele-Fonika Kable February 2002 - April 2006
  • LAN network administration and mail domain administration.
  • Helpdesk support for employees (software and hardware).
  • Conducted software audits and license management.
  • Conduct regular network audits to identify and resolve issues.
  • Monitor email servers and troubleshoot issues to maintain uptime.
B2B Sys Admin, Brainhome.pl November 2006 - January 2010
  • CentOS and Windows server administration, mail domain, DNS, and www services administration.
  • Server security, upgrades, patches, and WordPress administration.
  • Magento-based shops administration and Delphi development for software for disabled people.
  • Perform regular updates, patches, and backups to maintain system integrity.
  • Perform regular security audits and vulnerability assessments.

Education history

University of Technology and Nature Sciences in Bydgoszcz 1997 - 2002 Master of Science in Engineering
Technician High School (Electronics sciences) 1993 - 1997 Telecommunication and Electronics Department,
Speciality: Systems of management and controlling in IT Technician in electronics sciences
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