Jakub P.

Information Technology Service Delivery Manager @Merck Group

Operational management, ownership, and accountability for the IT monitoring serviceaccess control systems in factories and officesSaaS timekeeping softwarealso: Vendor server (connected with SaaS solutions), suite of IT and process solutions Overseeing day-to-day activities of the support and request chain and continuously working on improvement of the IT monitoring servicemanaging incidents, requests, changes, and service outagesensuring services, and infrastructure work reliably, securely, and scale to meet the needs of the business Expanding monitoring automation and driving monitoring engineeringRelationship management with multiple internal customers, and vendors across the EMEA regionEnsuring Service Level Agreements (SLAs) are being metachieving a high level of customer satisfactionproviding complex end-user management to maximize performance in scalable, end-to-end servicemonitoring quality standards and ensuring failure-free operation Developing Standard Operating Procedures to standardize tasks for consistency in operations