Irina Wasiak
Ville de Paris
Summary
Motivated Head of Technology focused on maximizing customer satisfaction with operational excellence. Effective at training, disciplining and motivating staff to achieve new heights of skill and performance. Proven history in team leadership, group time management and multitasking.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Head of Service Delivery Southern Europe
Pernod Ricard
Ville de Paris
10.2023 - Current
- Accountable of the delivery of the IT services to business and users in line with the SLAs for a scope of 3 entities and more than 4000 users
- Team Management and manager of managers: manage and provide a clear view of roles and responsibilities, KPI to a globally distributed team of Service Delivery
- Process Management
- Contribute to a global IT transformation program
- Budget Follow-up.
Head of Service Delivery France Region
Ville de Paris
Ville de Paris
09.2021 - 10.2023
- Accountable of the delivery of the IT services to business and users in line with the SLAs for a scope of 3 entities and more than 4000 users
- Team Management and manager of managers: manage and provide a clear view of roles and responsibilities, KPI to a globally distributed team of Service Delivery
- Process Management
- Contribute to a global IT transformation program
- Budget Follow-up.
Senior Service Delivery Manager Workplace
Allianz Technology
Ville de Paris
01.2020 - 09.2021
- Manage and optimize several Workplace supplier contracts such as proximity support, workstation support, printing solution; participate in strategic Workplace projects on these activities as well as on ITSM tools choices.
ITIL Trainer
Ahead Technology, LLC
Région de Paris
04.2018 - 09.2021
- Expert ITIL/Trainer on the different certifications ITIL V32011, ITIL 4, Lean IT
ITSM Process Manager
Moët Hennessy
Ville de Paris
10.2018 - 08.2019
- Manage and optimize ITIL process for the entire organization
Head of Big Data Service Management for Axa Group Solutions
GIE AXA GROUP SOLUTIONS
Ville de Paris
06.2017 - 02.2018
- Manage, lead and organize the activities of the team (10 people); propose a new organization due to offshore transition
- Results: Reorganization and optimization of the team in line with the new objectives (24/7) and new budget: offshore transition of a part of the team to Bogota; management and renewal contracts
Contract Manager on Service Desk Outsourced Service Center and ITIL Process Manager
Dalkia
Ville de Paris
06.2015 - 07.2017
- Set up and manage the ITIL process and ITSM tool; manage the contract with the Service Desk
- Results: Process creation; implement priority process and Service Now as a tool; train people (more than 140 people); Manage Service Desk supplier: contract, new projects, transition
Organization and Process Management Consultant
AXATECH
Ville de Paris
10.2014 - 08.2015
- Lead different organization projects for the support team such as Lean Management Implementation, User Request Process Implementation, Service Catalog implementation
- Results: Service Catalog implementation for the workplace services, LEAN Management implementation in the team with organizing and challenging different Lean projects (A3); audit action plan lead
Head of Service Delivery Management
Credit Agricole Payment Services
Guyancourt
02.2013 - 09.2014
- Team Management (15-20 people: internals/consultants and service center
- Budget (1M€)
- Contract management
- Transition management on support service center
Service Delivery Manager
ALTEN
Paris Area
11.2010 - 01.2013
- Service Delivery Manager End User for Axa Tech
- Service Delivery Manager for International Subsidiaries for Amundi Asset Management, (Crédit Agricole Group)
Service Manager/Project Manager
VirtuOz
Paris Area
10.2006 - 10.2010
- Manage and implement new virtual agents' projects; manage the RUN activity for a several clients portfolio
Service Desk Team Leader (Service Desk Consultant the first 6 months)
Genpact Romania
Bucharest
07.2005 - 09.2006
- Helpdesk Team Management for 5 to 10 agents for Ge Money Bank client; organize activities and extended hours
Project Coordinator
Kepler SI, Bucarest, Roumanie
Bucharest
10.2003 - 06.2005
- Management; gestion de projet
Education
Master of Business Administration (M.B.A.) - MBA Executive - Direction générale des entreprises, Management stratégique
IFG Executive Education
01.2017
Master 2 -Administration des entreprises - MAE - Management général des entreprises
Université de Versailles Saint-Quentin-en-Yvelines
01.2017
Master 2 (M2) - Projets informatiques et stratégie d'entreprise
Université Paris Cité
01.2007
Maîtrise - Relations publiques, publicité et communication appliquée
Ecole d'études politiques et administratives Bucarest
01.2005
Certificate of General management : Executive Program - General management : Executive Program
Georgetown University
Skills
- IT Strategy
- Service-Level Agreements (SLA)
- Budget Management
Certification
- ITIL V4
- L'innovation managériale en pratique
- Lean IT
- ITIL intermediate Capability OSA
- ITIL INTERMEDIATE PPO
Languages
AgricoleAgricoleDalkiaRégionRicard
- Anglais, Full Professional
- Français, Native or Bilingual
- Roumain, Native or Bilingual
Languages
Romanian
First Language
French
Proficient (C2)
C2
English
Proficient (C2)
C2
Spanish
Elementary (A2)
A2
Timeline
Head of Service Delivery Southern Europe
Pernod Ricard
10.2023 - Current
Head of Service Delivery France Region
Ville de Paris
09.2021 - 10.2023
Senior Service Delivery Manager Workplace
Allianz Technology
01.2020 - 09.2021
ITSM Process Manager
Moët Hennessy
10.2018 - 08.2019
ITIL Trainer
Ahead Technology, LLC
04.2018 - 09.2021
Head of Big Data Service Management for Axa Group Solutions
GIE AXA GROUP SOLUTIONS
06.2017 - 02.2018
Contract Manager on Service Desk Outsourced Service Center and ITIL Process Manager
Dalkia
06.2015 - 07.2017
Organization and Process Management Consultant
AXATECH
10.2014 - 08.2015
Head of Service Delivery Management
Credit Agricole Payment Services
02.2013 - 09.2014
Service Delivery Manager
ALTEN
11.2010 - 01.2013
Service Manager/Project Manager
VirtuOz
10.2006 - 10.2010
Service Desk Team Leader (Service Desk Consultant the first 6 months)
Genpact Romania
07.2005 - 09.2006
Project Coordinator
Kepler SI, Bucarest, Roumanie
10.2003 - 06.2005
Master of Business Administration (M.B.A.) - MBA Executive - Direction générale des entreprises, Management stratégique
IFG Executive Education
Master 2 -Administration des entreprises - MAE - Management général des entreprises
Université de Versailles Saint-Quentin-en-Yvelines
Master 2 (M2) - Projets informatiques et stratégie d'entreprise
Université Paris Cité
Maîtrise - Relations publiques, publicité et communication appliquée
Ecole d'études politiques et administratives Bucarest
Certificate of General management : Executive Program - General management : Executive Program
Georgetown University
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