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 12+ years of experience in actual IT Management, facing internal/external customers, leading outsourced teams, managing providers.
Proven track record of IT Service Delivery Management, Outsourcing, IT Operations Management, Teams Management, Cloud Service Delivery Management, Project Management, Agile Methodologies, Transitions, Provider & Vendor Management.
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, Business Objects, PowerCenter, Tableau, Denodo, Hyperion, DB2 z/OS, DB2 LUW, BMC Tools, Sybase - managing service quality and availability
- Cloud Service Delivery Management of Swisscom Private Cloud - IaaS, CaaS, DBaaS, PaaS
- Responsible for Secure Information Exchange Apps Suite - Operations, Delivery, Project Management
- Managing delivery teams of up to 40+ FTEs and a cost center with a yearly budget of $15m+
- IT Project Management: inter-service-provider transitions, apps consolidations & migrations
- 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
- Managing outsourcing: SLAs & KPIs, reporting, consumption, escalations, vendor performance and continual improvement (CSI), 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, financials / IT Governance / Audits, regulatory requirements
Ericsson AB / Ericpol Telecom (Sweden / Poland)
Acting Project Manager and Analyst Sep 2010 - Mar 2012
- Managing software development project with a team of 6 FTEs
- Involved in a telecom software integration testing project
- Responsible for test-runs of 3G Radio Network Controller software, test strategy, test plan, test-plant management, KPIs impact analysis, results analysis
- Cooperating with Project Managers, reporting and discussing software quality issues and risks, that might have 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 & activities, 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