Hi, i'm Tomasz
IT Service Delivery Manager
I am an experienced & versatile IT manager (ITIL®v3 Expert,
PMI-ACP® Agile Certified Professional, CAPM® Certified Associate in Project Management PMI®, PAL-I Professional Agile Leader™, certified Professional Cloud Service Manager (CCC), former PRINCE2® Practitioner) with an extensive international background gained in multi-cultural teams and projects worldwide.
I bring 19+ years of experience in IT/Telecom within leading companies in challenging roles, with 13+ years of leadership experience in actual IT Management, facing internal/external customers, leading multi-country outsourced teams, managing providers & vendors.
Proven track record in IT Service Delivery Management, Outsourcing & Contract Management, IT Leadership & Teams Management, IT Operations & Infrastructure Management, Cloud Service Delivery Management, Project Management, Agile Methodologies, Transitions, Provider & Vendor Management, Transitions, Operating Models.
Full Name
Tomasz Gadzinowski
Work Experience
Swiss Re Management Ltd (Zurich, Switzerland)
IT Service Delivery Manager - Vice President April 2021 - Current
- Corporate reorg job title changes - comparable duties as previously (below). More focus on Sourcing and Provider Management, Contract & Vendor Management over recent time.
Head IT Service Delivery Data Services - Vice President April 2012 - March 2021
- Managing IT Service Delivery & IT Operations of shared infrastructure services delivered to internal Business Domain IT customers in the second largest reinsurance company in the world
- Responsible for Operational Service Delivery of Oracle (Exadata, 11g/12c), MSSQL & MSBI, SharePoint Infrastructure, Business Objects, PowerCenter, Tableau, Denodo, Hyperion, DB2 z/OS, DB2 LUW, BMC Tools, Sybase - ensuring smooth delivery, focusing on service continuity, quality & customers satisfaction
- Cloud Service Delivery Management of Swisscom Private Cloud - IaaS, CaaS, SQL DBaaS, PaaS
- Responsible for Secure Information Exchange Apps Suite (MFT) - Operations, Delivery, Project Management
- Leading multi-country delivery teams of up to 40+ FTEs and a cost center with a yearly budget of $15m+
- Introducing & establishing Agile and DevOps practices in the managed teams (Kanban, Scrum, ...)
- Promoting agile mindset and re-orienting the teams from the traditional ways of working into an agile-oriented delivery approach; fostering culture of quality and process & service excellence
- IT Project Management: inter-service-provider transitions, apps consolidations & migrations
- Managing outsourcing: SLAs/OLAs & KPIs, reporting, consumption, escalations, quality aspects, vendor performance, continual improvement (CSI), optimization & automation initiatives; managing relations with the vendors providing outsourced services (Relationship Management) & fostering partnerships
- Contract management: defining and negotiating new contracts, handling change requests, renewals, negotiations, commercials, ownership, governance / audits, regulatory requirements
Ericsson AB / Ericpol Telecom (Sweden / Poland)
Acting Project Manager and Analyst Sep 2010 - Mar 2012
- Managing a software & application development project with a team of 6 FTEs
- Working in a telecom software integration testing project / programme
- Responsible for test-runs of 3G Radio Network Controller software, test strategy, test plan, test-plant management, KPIs impact analysis, results analysis
- Collaborating with Project Managers, reporting and discussing software quality issues and risks with impact on project roadmaps, on customer networks, and on timely delivery of critical software releases
- Driving performance issues until successful resolutions
Alcatel-Lucent AG / Sunrise Communications AG (Switzerland)
Life Cycle Manager - OSS Engineer Feb 2008 - Apr 2010
- Responsible for budget, roadmaps & improvements of OSS services (Operation Support Systems)
- Life Cycle Manager and Main Admin of IBM Proviso and of iQ.link (Comsearch) + Admin of: Cramer6 (Amdocs), Atoll (Forsk), DirectQuality (Tektronix), SITE (Keynote SIGOS), IBM Tivoli Monitoring
- E2E responsibility for the provided OSS/IT services, aligned with business needs
- Managing roadmaps, releases and resolving issues within OSS and other departments, covering operational work streams of projects
- Cooperating with SW/HW vendors to resolve diverse technical issues with systems/applications/services
- Performing preventive maintenance & troubleshooting (HW/SW) of IT systems
- On-call duty for 24/7 critical IT applications, HW support on-site, server-room maintenance duties
- Handling CRs and Incident/Problem Tickets according to agreed SLAs
Nokia Siemens Networks (Germany / Poland)
Technical Product Support Engineer for UTRAN Mar 2006 - Oct 2007
- Responsible for troubleshooting of issues with RNC (Radio Network Controller in 3G mobile networks) from the O&M area, handling Fault Reports and Technical Queries (SW and HW issues) from projects worldwide
- RNC SW upgrade procedure delivery, preparing documentation, testing in the labs and implementing in live networks on-site (delegated to Qatar, projects in Germany)
- 24/7 on-call service, handling emergencies
- Member of Load Control Board, a decisive body for content of major SW releases
- Cooperating with R&D teams in Japan
Huaxin Post & Telecommunications Consulting and Designing Institute Co., Ltd. (Hangzhou, China)
Network Engineering & Design Apprentice Jun 2005 - Oct 2005
- Professional apprentice in 3G Network Department in Hangzhou, participating in IAESTE (International Association for the Exchange of Students for Technical Experience) program
- Providing support to several network-design projects
- Obtained background of practical engineering aspects of GSM, UMTS, CDMA, SDH networks
- Conducting technical workshops
Ingeniería en Electrónica del Atlántico S.A. de C.V. (Mexico)
Electronic Engineering Apprentice Jun 2004 - Nov 2004
- Professional apprentice in Electronics Department participating in IAESTE (International Association for the Exchange of Students for Technical Experience) program
- Electronics engineering, analysis of HW faults, LANs design & installation, assembly & sale of PCs
Education
IT RESOURCE MANAGEMENT - Postgraduate Studies
Warsaw University of Technology (POLAND) - Postgraduate Studies Oct 2010 - Jun 2011
Faculty of Electronics and Information Technology
MASTER OF SCIENCE IN TELECOMMUNICATIONS & COMPUTER SCIENCE ENGINEERING
Technical University of Lodz (POLAND) Oct 2000 - Oct 2006
International Faculty of Engineering (course of studies held entirely in English).
EUROPEAN SOCRATES/ERASMUS GRANT
Universidad Politécnica de Madrid (SPAIN) Feb 2003 - Jul 2003
Facultad de Informática. 6th semester of MSc studies accomplished in Spain.
Skills
Professional Skills
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IT Service Management 95%
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Team Management 90%
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IT Operations 95%
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Outsourcing 85%
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Project Management 90%
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Agile Methodologies 85%
Personal
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Organization 90%
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Communication 95%
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Presentation 90%
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Initiative 90%
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Open-minded 85%
Languages
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English 95%
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Spanish 75%
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German 50%
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Polish 100%
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Russian 20%
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Italian 10%
Certifications & Trainings
CERTIFICATES
- PMI-ACP®, Agile Certified Professional
- Certified ITIL®v3 Expert
- Certified Agile Leadership® Essentials & Organizations (CAL-E & CAL-O), Scrum Alliance
- PAL-I, Professional Agile Leadership™, Scrum.org
- CAPM®, Certified Associate in Project Management, PMI®
- Microsoft Certified: Azure Fundamentals (AZ-900)
- ISACA® Cybersecurity Fundamentals Certificate (CSX-F)
- Certified Professional Cloud Service Manager (Cloud Credential Council)
- Certified Cloud Technology Associate (Cloud Credential Council)
- PRINCE2® Practitioner, expired - renewal in progress
- Certified in ITIL®v3 Expert Qualification: Managing Across the Lifecycle
- Certified in ITIL®v3 Intermediate: Continual Service Improvement
- Certified in ITIL®v3 Intermediate: Service Operation
- Certified in ITIL®v3 Intermediate: Service Transition
- Certified in ITIL®v3 Intermediate: Service Design
- Certified in ITIL®v3 Intermediate: Service Strategy
- Certified PRINCE2®Foundation
- Certified in ITIL®v3 Foundation
CHOSEN TRAININGS
- Lean Six Sigma Foundation, Swiss Re Academy Zurich
- Leading with Emotional Intelligence, Swiss Re Academy Zurich
- Creative Solutioning, Swiss Re Academy Zurich
- Engaging Stakeholders Effectively & Influencing Skills, Swiss Re Academy Zurich
- Agile@Scale, Swiss Re Academy Zurich
- Agile Ecosystem, Swiss Re Academy Zurich
- DevOps Foundation, DevOps Institute, Glenfis AG - Zurich
- Present with Confidence Learning Path - Advanced Workshop, Swiss Re Academy Zurich
- Management Essentials, Swiss Re Academy Zurich
- Successful Communication & Negotiation, Swiss Re Academy Zurich
- Scrum Introduction, Swiss Re Academy Zurich
- ITIL®v3 Intermediate, Accredited Trainings: Lifecycle Stream (SS, SD, ST, SO, CSI), Zurich
- PRINCE2® Foundation and Practitioner - APM Group Accredited Training, Warsaw
- Apollo 13 - an ITSM Case Experience™, ITIL®v3, Warsaw
- Leadership Skills training, Ericpol Telecom, Lodz
- Project Management according to PMBoK®, PMI® Accredited Training, Warsaw
- ITIL®v3 Foundation in IT Service Management, APM Group Accredited Training, Warsaw
- SITE 2.1. system : User, Reporting and Administrator training, Keynote SIGOS, Zurich
- SUN Solaris10 Operating System Administration, Sun Microsystems Training Institute, Warsaw
- IBM® Tivoli® Monitoring 6.2 for Implementers and for Users and Administrators, Zurich
- IBM® Tivoli® / Netcool Proviso 4.4.1. Administrator, London IBM Training Institute
- HSDPA - The Booster Solution for UMTS, Siemens Training Institute, Wroclaw
- Philips Lighting Poland; Training in IT Department at Service-Desk, Lodz
LANGUAGE CERTIFICATES
- German: telc (The European Language Certificates) - Zertifikat Deutsch B1 (ZD)
- English: Cambridge ESOL - Business English Certificate (BEC) Higher
- English: TOEIC® - ETS L&R; Highest Level - C2 (990 points obtained / 990 available)
- English: Cambridge ESOL - FCE (International First Certificate in English)
- Spanish: Cervantes Institute - DELE Intermedio International Spanish Language Certificate
MEMBERSHIPS
- Project Management Institute PMI® member - ID: 1976999, Switzerland Chapter