Upgrade Post project
Profileimage by Mariusz Sokolowski IT Project, Change and Release Process Manager from Poznan

Mariusz Sokolowski

Poznan
available

Last update: 21.02.2024

IT Project, Change and Release Process Manager

Company: GSK
Graduation: MBA - Master in Business Administration
Hourly-/Daily rates: show
Languages: English (Full Professional) | Polish (Native or Bilingual)

Keywords

Attachments

Mariusz-Sokolowski-CV_210224.pdf

Skills

Proven Project  & Change Management Leader with extensive experience in spearheading IT performance, change management,  configuration management,  IT release & deployment process as well as  large-scale migration projects across global platforms.

Expert in integrating strategic planning, customer relations, and innovative technology solutions to drive organisational excellence and stakeholder satisfaction. Adept at leading cross-functional teams and managing complex IT projects from inception to completion. Demonstrated excellence in driving large-scale transformation initiatives and aligning project objectives with organisational goals. Expert in developing and executing operational management as well as change management initiatives. Proficient in managing IT performance metrics, KPI analysis, and service cloud platform deployment to ensure top-tier service delivery. Skilled in fostering team leadership / training and enhancing cross-functional collaboration / stakeholder engagement.

Project history

07/2023 - 12/2023
IT Performance Manager (Alrajhi Bank account)
Kyndryl (Internet and Information Technology, >10.000 employees)
In my role as Project Manager and IT Process & KPI Management Expert at Alrajhi Bank, I spearheaded the operations of the IT Shared Service Centre. One of my key achievements was overhauling KPIs and metrics, ensuring alignment with client IT department requirements whilst enhancing service and process objectives. Additionally, I engineered and refined CIO-level and IT Department KPI dashboards to provide actionable insights for decision-makers. To further enhance data accuracy, I devised meticulous data collection plans aimed at pinpointing report sources. Rigorously conducting performance KPIs and metrics analysis, I tracked progress and promptly resolved any issues that arose, ensuring continuous improvement and efficiency in IT operations.

KEY CONTRIBUTIONS:
✅ Pioneered IT Performance Management process for Saudi Alrajhi Bank IT SSC and ensured compliance with SAMA audit standards to sustain smooth operational flow.
☑ Elevated process efficiency through comprehensive gap analysis and KPI improvement strategies.
✅ Delivered insightful KPI analysis reports to stakeholders, forecasting IT process trends and impacts.
10/2022 - 07/2023
Project & Change Manager (Transformation and System Migration)
Versuni (Consumer goods and retail, >10.000 employees)
In my capacity, I led a significant IT transformation and migration program, adopting a greenfield approach to ensure optimal results. I played a pivotal role in facilitating the global deployment of IT applications, empowering consumer care teams with advanced tools and technologies. Coordinating the transformation and deployment of SAP CRM Service Cloud and Genesys Cloud Telephony platforms, I ensured seamless integration and functionality. Additionally, I captured operational requirements to inform platform configuration, ensuring alignment with business needs. Post-go-live, I managed operational health, providing hyper-care support to address any issues and ensure smooth operations.

KEY ACCOMPLISHMENTS THAT I AQUIRED:
✅ Achieved 95% completion in UAT tests, successfully identifying and addressing 8 critical defects.
☑ Drove seamless application deployment across six global regions and enhanced consumer engagement capabilities.
04/2022 - 03/2023
Release & Deployment Process Manager (Luminor Bank account)
Kyndryl (Internet and Information Technology, >10.000 employees)
In my role, I led the planning and implementation of the Luminor Release & Deployment Process, collaborating closely with the IBM Release team to ensure seamless execution. I also spearheaded efforts to enhance the Hotfix Process and secured Stage Environments for Infrastructure, contributing to the overall efficiency and reliability of our systems. Additionally, I played a key role in designing and updating process documentation in collaboration with Process Architects, ensuring clarity and alignment with organisational objectives. Furthermore, I led Release & Deployment process improvement meetings and effectively managed improvement backlog tasks to drive continuous enhancement and optimisation of our processes.

SELECTED ACHIVEMENTS:
✅ Improved SLA Release & Deployment Performance and optimised communication channels during major releases.
10/2021 - 05/2022
Senior IT Project Manager (Transition and Applications Migration)
DSV (Transport and Logistics, >10.000 employees)
In my role, I spearheaded large-scale IT Application Transition & Migration projects for DSV Company Data Centers, ensuring smooth and efficient transitions. I coordinated all aspects of application migration, retirement, and infrastructure closure activities, overseeing each phase to completion. Additionally, I managed micro-level project tasks and meticulously reported on key performance indicators (KPIs) to track progress and ensure alignment with project objectives.

KEY CONTRIBUTIONS:
☑ Managed High-Level Plan and Key Milestones for DC Manchester Applications Migration.
✅ Improved stakeholder communication and process improvements for migration projects.
11/2021 - 04/2022
Senior IT Change Manager (European Commission account)
Kyndryl (Internet and Information Technology, >10.000 employees)
In my capacity, I had the responsibility of overseeing IT Change Requests for TAXUD Client (European Commission Tax and Customs Office) , where I chaired Change Advisory Board meetings to ensure effective decision-making and adherence to policies. Additionally, I managed Focal Points Improvement meetings, initiating process improvements to enhance operational efficiency. Furthermore, I played a key role in contributing to the enhancement of Change Management training sessions and standard template reviews, ensuring that our team remained up-to-date with best practices and standards in the field.

SOME OF MY PROUDEST ACCOMPLISHMENTS:
☑Reduced TAXUD account's overdue changes backlog from 800 to 0.
✅Implemented strategic improvements in SLA Performance for change management processes.
06/2017 - 10/2021
Change & Configuration Manager
GSK (Pharmaceuticals and medical technology, >10.000 employees)
In my role, I managed Telephony & Contact Centre transformation and migration projects, ensuring seamless transitions and optimal performance. I conducted strategic analysis and coordinated change approvals and implementations to align with organisational objectives. Additionally, I led the management of the global software upgrade Release & Deployment Process, ensuring timely and effective upgrades across all relevant systems. I also led telephony & contact centre Configuration Management (CMDB) process.

KEY CONTRIBUTIONS:
✅ Transformed the voice changes process, achieving 100% SLA performance KPIs.
☑ Managed succesfully deployment process of the global Cisco Gateways IOS Software Update project as the GSK Owner across 80 GSK locations (only 4 major incidents during the project)
✅ Built strategic approach and launched change network across 120 GSK locations.
☑ Recognised as a Change Champion in ServiceNow system migration project.
✅ Nominated for the GSK Global Employee Recognition award in 2019.
11/2015 - 02/2017
Voice & Contact Centre Systems IT Administrator
Orange (Telecommunications, >10.000 employees)
Administered Unified Communications & voice systems whilst focusing on VOIP platforms. Implemented change management processes for GENESYS and NICE VOIP platforms. Oversaw system configurations, including scheduling, backup, and maintenance activities to improve operational efficacy.
Key Contributions:
  • Boosted revenue and minimised costs by creating five call centre campaigns using Genesys software.
  • Devised a strategic routing strategy and enhanced communication efficiency across Orange company platforms.
07/2015 - 10/2015
Procure to Pay Analyst – PtP business process migration to SAP
Cargill (Other, >10.000 employees)
Main Tasks * JD Edwards to SAP FI migration of the Procure to Pay (P2P) accounting business process. Transition support of the
Accounts Payable activity in Cargill Poland unit. Member of the Migration team.
* Creation of procedures and guidelines for the P2P process. Business process responsibility to align Cargill Poland
business unit requirements with the Cargill company FSS Service Catalogue in this area

Achievements * Transfigured the company accounting department from JDE Edwards to SAP FI.
06/2013 - 07/2015
Avaya Voice Service Specialist (Service Desk)
Convergys (Concentrix) (Internet and Information Technology, >10.000 employees)
Main Tasks * Diagnosed and rectified voice and data communications-related operational issues for AVAYA clients.
* Organized direct tier 1 and 2 voice-over-internet protocol support.
* Rectified Avaya customer requests and concerns on time. Reviewed, analyzed, and evaluated system failures.
* Developed technical services support guidance documents and articles addressing service solutions and frequently
asked questions. Issued VOIP licenses and monitor system alarms.

Achievements * Attained the Avaya Support Professional Specialist certification in Proactive Contact Call Management System and
Networking Switches.
* Authored over 180 technical articles related to voice and unified communications.
* Co-founder of the corporate newsletter entitled Convergys Coinsider.
* Received multiple outstanding client support awards including; Voice of the Customer, Excellent Customer Experience,
Star of the Month, Team of the Month, and the Avaya Client Services Choice Award.
01/2012 - 06/2013
Technical Customer Care Specialist (IT Help Desk)
Euroccor LTD (Internet and Information Technology, 500-1000 employees)
Main Tasks * Delivered high-quality multilingual technical solutions to Newell Dymo label printers customers in Europe and USA.
* Supplied technical support to Dymo end-users, network users, and troubleshooting. Synchronized promotion and
action plans by applying collaborative approaches to secure business targets.

Achievements * Received 88% customer representative satisfaction rating improving the customer experience.
* Achieved 100% first time testing resolution. Drove the net promoter score to 100% after 12 months.
* Awarded the Raving Fun Award of the Month for exceeding best customer satisfaction ratings.

Certifications

PMI Change Management for Projects
PMI
2021
PMI Driving Mearurable, Sustainable Change
PMI
2021
Change Management Road to Execution
LinkedIn
2021
Change Management Road to Planning
LinkedIn
2021
Implementing Change Effectively
LinkedIn
2021
Leading Change in a Large, Distributed Organization
LinkedIn
2021
PMI Business Improvement Foundations
PMI
2021
PMI Business Process Improvement
PMI
2021
PMI Leading with Innovation
PMI
2021
Scrum Foundation
Learning Tree International
2018

Local Availability

Open to travel worldwide
Working Remotelly
Profileimage by Mariusz Sokolowski IT Project, Change and Release Process Manager from Poznan IT Project, Change and Release Process Manager
Register