Robert Czylkowski

Service Delivery at eu-LISA focuses on ensuring the effective governance, continuous, and performance improvement of IT service management processes within the SOMS framework. In this role, I support Service Owners and cross-functional teams in delivering mission-critical services while ensuring full alignment with ITIL best practices, organisational standards, and the regulatory framework of the European Union. Main responsibility of my position is the assessment, auditing, and optimisation of operational processes to strengthen service governance, improve operational efficiency, and ensure compliance with established ITSM standards. I collaborate with SOMS stakeholders, providing guidance and practical support in the implementation, monitoring, and continuous improvement of service management processes across the eu-LISA. My responsibilities cover key ITIL domains, with a strong focus on Capacity and Performance Management, Availability Management, and Service Level Management. In addition, I coordinate maintenance activities across the service lifecycle, including corrective, adaptive, preventive and perfective maintenance, ensuring the reliability and sustainability of critical systems. I contribute to the delivery and operational oversight of a broad portfolio of large-scale eu-LISA information systems, including e.g. EURODAC, SIS, VIS, and ESS WS. – Beyond Service Delivery activities, I also act as Project Manager for initiatives related to the SIS system, ensuring effective coordination between project execution and operational service management while supporting strategic objectives and service continuity.

Senior Consultant in DELL acquires intimate knowledge of the customers' business & its strategic goals. Demonstrate the technical abilities of the engagements and drive a solution that assists the customer in achieving their business outcomes. Solution level subject matter expert with broad knowledge across the Dell, Multi cloud providers plus other 3rd party integrated products. In addition to customer facing responsibilities, Dell Consultants also provide key input to service offering evaluation, pre-sales and drive best practices in the form of white paper creation. – take ownership of business outcomes (Stakeholder management); – consulting engagements and cross-functional technical project teams (Team Leadership); – strategically work with Delivery teams, pre-sales & support (Relationship Building); – build out a delivery roadmap lead and support customers' DC activities or disaster recovery initiatives throughout the lifecycle (Release Management, Change management); – work on project budget, resource planning and all aspects of efficient delivery (Project Management); – ensure that the solution being delivered is fit for purpose, referencing the business goals through; strong project governance (SLA); – develop of our service offerings, related content, best practices, and white papers (Office 365); – confidently gather use case requirements (Post Resolution Review, Problem Management, Release Management, Change management, Incident management); – create high-level enterprise designs (Visio); – driving adoption of Dell and related third-party solutions to resolve customer's existing pain points (Problem-Solving); – considering industry directions and trends; – maintain current, high-level technical knowledge of the entire consulting portfolio, Data Analytics, Generative AI (Known Error records, Knowledge Database); – present and facilitate project portfolio status (MS Project, MS Excel, MS Visio); – expert-level knowledge MultiCloud, Business Continuity & Disaster Recovery, Cyber Secure; – ensure that the project is exceptionally well documented (Office 365, Visio, JIRA); – engage in scoping and requirements gathering for new and existing projects; – support and assist with reporting, contractual obligation management, service level management, and ITIL-based service management (SLA, KPI).

Service Transition Manager (STM) in Data Projects area in financial organization. Consultant's actions/responsibilities: – Adding IFRS9 capability to four projects, service transition planning, NFRs (Relationship Building, JIRA, Project Management, Problem-Solving, Analytical Skills). – Drawing up documentation about new services and changes; reporting to Senior Management (Visio, MS Project, Excel). – Consultant's responsibilities as Interim STM for GDPR (Stakeholder management). – Project management in Corporate Communication System - Skype for Business to replace BT conference system (Office 365, Visio, Organizational Skills). – Preparing KT and user guides for Skype new users, trainings (JIRA, Presentations, Relationship Building). – Working with Sage and Concur systems amendments after Security Audit trial to split responsibilities between FIN Team and IT administration teams (Team Leadership, Management, Project Teams). – adding IFRS9 capability to four projects, service transition planning, NFRs, Developing new communication application into IPF environment, STM for GDPR, PM in Corporate Communication System – transition of conference system, working with Sage and Concur systems amendments after Security, design of processes in ServiceNow, providing and testing BESPOKE application for data management – Data Lake, Business Continuity Management (ISO 22301).

– Consultant during transition processes, ensuring continuity operations during transition of responsibilities from customer to outsourcing team (Known Error records, Knowledge Database, Post Resolution Review, Problem Management, Release Management, Change management). – Internal auditor (ISO 27001; ISO 20000-1; ISO 9001; ISO 14001; ISO 22301), (, ITIL, MS Project, MS Excel, MS Visio).

– Service delivery against all pillars of ITIL (and CM, IM, PM, EM, KM, RD&M, CI, SM, AM, SCM). – Managing IT outsourcing delivery portfolio (100+ IT specialists), (Service Management, Project Management). – Managing scope of service, related metrics and SLA, KPIs, OLA for clients in several areas including Business Continuity and Data Protection (Problem Management, Release Management, Change manage). – Ensuring data protection and providing Data Recovery expertise in IDC, EUDC and NADC (MS Project, MS Excel, MS Visio). – Quality, CSI, vulnerability and Risk Management (Incident management, Post Resolution Review).