IT SERVICE MANAGER | PROJECT & PRODUCT MANAGEMENT
www.andrejsmorodin.com
+420 602 138 882
smorodin@email.cz
linkedin.com/in/andrejsmorodin
About
I am an IT Service Manager with experience in managing IT services, suppliers and operating costs. My work focuses on service quality, SLA compliance, operational issues and improvements to internal processes. I work closely with company management, suppliers and internal teams.
Work Experience
PPL CZ s.r.o. (DHL eCommerce) · IT Service Manager · 12/2021 – present
Manage IT suppliers and monitor the quality of delivered services.
Review SLA performance, invoicing and IT service costs.
Check software licences and related agreements.
Analyse incidents, investigate recurring issues and propose corrective actions.
Prepare operational reports and management updates.
Support the handover of new IT services and projects into day-to-day operations.
Improve internal IT processes, support risk management and information security activities.
Work with management, internal teams, DHL Group and external suppliers; support colleagues and share practical experience.
Tesco Stores a.s. · CE IT Product Manager · 2018 – 2021
Managed IT projects and software products from requirements through delivery.
Tracked budget, schedule, scope and project risks.
Turned business needs into clear requirements for delivery teams and suppliers.
Coordinated internal teams and external suppliers during change delivery.
Tesco Stores a.s. · Software Engineer (L2 Support) · 2016 – 2018
Supported and administered internal business applications.
Monitored operational requests, SLA status and incidents.
Analysed incidents and helped define corrective actions.
Worked with development and operations teams to resolve service issues.
Tesco Stores a.s. · Business Analyst – Big Data · 2007 – 2015
Analysed business requirements and translated them into technical specifications.
Designed data integrations and ETL transformations.
Worked with business and technical teams on changes to data solutions.
Supported system performance improvements and the quality of data outputs.
Key Competencies
IT Service Management
ITIL, SLA, incident, problem and change management.
Project and product management
Delivery, agile methodologies, roadmaps, budgets, scope and risk.
Vendor & finance
IT budgets, procurement, tenders, contracts and vendor management.
Leadership
Informal leadership of L1, L2 and regional support teams, delegation, mentoring and feedback.
Governance
Process optimization, audit readiness, compliance and risk management.
Decision-making
Analytical thinking, context evaluation and crisis management.
Projects
Jira Server → Cloud
Migration of 55 projects and more than 106k tickets.
SharePoint 2013 → SharePoint Online
Migration to a modern SharePoint Online environment.
Change process in Jira
Change process setup and communication between business, development and IT operations.
Data, BI and integrations
SQL, Oracle PL/SQL, ETL, Qlik, Tableau, Power BI, REST API and CRON.
Education, Certifications and Languages
Education
ESO EUROŠKOLA s.r.o. · Economics and Business · 2001–2005
Certifications and professional development
PRINCE2 (2019), ITIL IT Service Management, agile methodologies.
Technical courses
Power Platform, VBA, Oracle DBA/PLSQL, Linux/Unix.
Languages
Czech C2 · Russian C2 · English C1