11/02/2026 updated
OB
100 % available
IT Service Manager | Cybersecurity | CISM & ITIL 4 Managing Professional
Wrocław, Poland
Poland
University of Wroclaw - Psychology studies, clinical psychology and psychotherapy (1999-2004)IT Service Management & SLA Governance
Extensive experience in managing IT service delivery against contractual scope and service level agreements, including incident coordination, escalation management, root cause analysis and customer reporting across international environments.
Cybersecurity Service Management
Proven track record in managing end-to-end cybersecurity services including endpoint detection and response (EDR), security operations centers (SOC), and coordinating security service delivery across global technical teams.
Workflow Automation & AI Solutions
Hands-on development of automation solutions using Power Apps, Power BI, Azure-hosted workflows, API and CMDB integrations, and AI agents to support IT operations and business processes.
ServiceNow & ITSM Tooling
Extensive operational use of ServiceNow for ITSM processes, including CMDB data quality management and workflow automation, as well as basic use of Jira.
Microsoft Security & Identity
Practical knowledge of Microsoft Defender and Entra ID basics, covering Single Sign-On (SSO), Multi-Factor Authentication (MFA) and Privileged Identity Management (PIM).
Budgeting & Forecasting
Experience in managing team budgets, reviewing forecasts and driving delivery efficiency within managed service environments, including financial services customers.
Service Transitions & Onboarding
Coordination of customer onboarding from bid phase through transition to ongoing support, including supervision of complex end-user service transitions across international locations.
CMDB & Configuration Management
Maintenance and quality assurance of configuration management database (CMDB) records during changes and operational requests, as well as API-based CMDB workflow automation.
Power BI & Reporting
Creation of Power BI dashboards and basic reports to support operational performance tracking and customer reporting requirements.
Extensive experience in managing IT service delivery against contractual scope and service level agreements, including incident coordination, escalation management, root cause analysis and customer reporting across international environments.
Cybersecurity Service Management
Proven track record in managing end-to-end cybersecurity services including endpoint detection and response (EDR), security operations centers (SOC), and coordinating security service delivery across global technical teams.
Workflow Automation & AI Solutions
Hands-on development of automation solutions using Power Apps, Power BI, Azure-hosted workflows, API and CMDB integrations, and AI agents to support IT operations and business processes.
ServiceNow & ITSM Tooling
Extensive operational use of ServiceNow for ITSM processes, including CMDB data quality management and workflow automation, as well as basic use of Jira.
Microsoft Security & Identity
Practical knowledge of Microsoft Defender and Entra ID basics, covering Single Sign-On (SSO), Multi-Factor Authentication (MFA) and Privileged Identity Management (PIM).
Budgeting & Forecasting
Experience in managing team budgets, reviewing forecasts and driving delivery efficiency within managed service environments, including financial services customers.
Service Transitions & Onboarding
Coordination of customer onboarding from bid phase through transition to ongoing support, including supervision of complex end-user service transitions across international locations.
CMDB & Configuration Management
Maintenance and quality assurance of configuration management database (CMDB) records during changes and operational requests, as well as API-based CMDB workflow automation.
Power BI & Reporting
Creation of Power BI dashboards and basic reports to support operational performance tracking and customer reporting requirements.
Languages
EnglishFluentPolishNative speaker
Project history
Managing end-to-end endpoint detection and response (EDR) services against contracted scope and SLAs. Reviewing service scope, establishing management controls and reporting performance to customers. Working with technical teams on service improvements and automation, and contributing to the design of new services. Developing cybersecurity service offers with sales teams. Additionally built automation projects including an EDR remediation coordination workflow, a team planner and ticket dispatcher, and supported document processing automation for a freight forwarding company.
Coordinated security service delivery across Qatar-based operations and technical teams in India and Europe, establishing management practices and customer reporting. Reviewed contractual scope and worked with customers on improvements, audits and additional projects. Received Performance Award in March 2020 for contribution to managed security service operations in Qatar.
Coordinated cybersecurity operations and project delivery across teams in Poland, Romania and India. Introduced new services and coordinated customer onboarding from bid through transition to ongoing support. Managed team budgets, delivery efficiency and service quality.