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Work Background
KyndrylProgram Governance - Advanced Delivery Center of Excellence Kyndryl Collaboratives West
Apr. 2023 - Jun. 2025• Established governance frameworks and performance targets for AIOps and Kyndryl Bridge adoption across Western delivery centers
• Coordinated multi-country delivery teams, embedding program governance principles to ensure alignment with FY objectives and corporate goals
• Facilitated enablement, training and cross-functional adoption of best practices across functions
KyndrylLead, Data Science | Transformation Lead
Mar. 2023 - Jun. 2025• Acted as a trusted advisor to leadership, driving innovation and embedding best practices
• Developed data-driven insights, optimized IT operations, and drove adoption of automation and AIOps solutions
• Partnered with executives to implement governance models and sustainability initiatives to align delivery with strategic goals
• Recognized at the "Kyndryl Hall of Fame" for impactful transformation results
KyndrylLead, Data Science
Mar. 2023
KyndrylDelivery Champion
Sep. 2022
KyndrylSenior Associate, Data Science
Sep. 2021 - Feb. 2023• Delivered actionable insights through data analysis to optimize IT service delivery and operations
• Supported program governance and organizational change by tracking KPIs, building reports, and ensuring SLA compliance
• Contributed to organizational transformation initiatives, e.g. by creating an organizational design for cross-functional teams to drive automation, process improvements, and AIOps adoption
IBMData Analyst
Jun. 2021 - Aug. 2021• Analyzed operational and service delivery data to identify trends and improvement opportunities
• Partnered with incident and problem management teams to enhance process adherence and customer satisfaction
• Delivered actionable insights to stakeholders, improving decision-making and service performance
IBMMajor Incident Manager
Sep. 2019 - Jun. 2021• Drove incident resolution and system stability improvements, minimizing business impact of major disruptions
• Produced KPI and SLA reports, enabling data-driven decision-making for service management
• Led continuous service improvement initiatives and process standardization across delivery teams
CapgeminiIncident Manager
Oct. 2015 - Aug. 2019Katowice, Silesian District, Poland• Managed high-priority incidents, collaborated with IT specialists on complex issues to deliver timely solutions
• Supervised service advisors and handled escalations to ensure quality delivery
• Handled technical inquiries via phone and email, ensuring high customer satisfaction
Full Contact Marketing Klaudia BalcerBusiness Owner
Aug. 2014 - Aug. 2017Katowice, Silesian District, Poland• Organized and managed conferences and events, delivering seamless client experiences
• Created social media strategies and brand campaigns to boost visibility and engagement
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