Service Management Lead

Manage relationships with BPO in India, ensuring seamless collaboration and
communication
Oversee IT operations, ensuring compliance with ICFR (Internal Control over
Financial Reporting)
Monitor and analyze KPIs (Key Performance Indicators) to assess and improve
performance
Coordinate with various departments to enhance service delivery and operational
efficiency
Implement and maintain to optimize IT service management
Lead and mentor a team, fostering a culture of continuous improvement and
professional growth

Participated in an internship focused on Angular coding for the front end of the
PACA project, aimed at developing an application to manage disruptions in flight
operations
Collaborated in the creation of two views of the application, providing critical
information on handling disruptions in canceled flights
Worked remotely using Jira for task management and Teams for agile meetings
while concurrently working in procurement
Assisted in designing and implementing user interfaces using Angular, ensuring
responsiveness and performance
Collaborated with product owners to gather requirements and provide feedback on
UI/UX designs
Participated in daily stand-ups, sprint planning, and retrospective meetings to
ensure project alignment and progress
Conducted code reviews and debugging sessions to maintain code quality and
address issues promptly
Developed and maintained documentation for the application features and
codebase

Ensure cost-effective and high quality purchases through effective contract
negotiation and supplier evaluation
Drive contract management operations for Iberia British Airways
Generated savings of €10.3M for IAG group from 2019 to 2020 on corporate
services
Managed cost-cutting of over €950K up till now for call centers
Received promotion as senior buyer from buyer during the worst crisis in the
company
Cyber-security champion and Ariba SAP super user

Delivered expert-level executive assistance to CPO by scheduling daily calendars
and appointments.
Coordinated logistics for speaking engagements, as well as distributing special
event invitations.
Monitored and recorded CPO’s expenses through preparation of expense reports on
reimbursement and billing.
Facilitated CPO’s actions as well as received and delegated incoming written
communications to appropriate staff.
Steered organizational communication by arranging and scheduling logistics for key
internal events, such as board, staff, and managers’ meetings.
In charge of the travel desk, administration team, executive assistants and cleaning
for the IAG GBS headquarters of IAG GBS in Cracow.
Creation, training and mentoring of 9 headcount team with Executive assistants,
Admin administrators and receptionists.
Successfully led off