Monika Szczepanska

I'm currently exploring Asia and Antipodes and recharging my battery for new professional challenges. I'm available for interview via online channels only.

• Balanced cost versus value by considering impacts of user needs and monitoring costs to report on financial delivery.
• Identified service delivery obstacles to help teams overcome them and enhance services.
• Tailored new ways of working to innovate by continuously reflecting and challenging teams constantly.
• Analysed third-party and internal processes to create strategies for service delivery optimisation.
• Added value by coaching teams to inspect and adapt processes, guiding departments through new process implementations.
• Coached and mentored team members to apply appropriate Agile and Lean tools and techniques.
• Facilitated delivery flow of teams managing pace and tempo to actively address internal and external risks.

• Highly experienced in managing and delivering IT services to meet the needs of the organization
• Responsible for developing and implementing IT service strategies and standards
• Manages the overall service delivery process, ensuring that services meet agreed-upon service level agreements (SLAs)
• Oversees the incident management process, ensuring that incidents are resolved in a timely manner and according to SLAs
• Implements and maintains a service catalog, ensuring that all services offered by the IT department are documented and available to users
• Manages the problem management process, identifying and resolving underlying issues to prevent recurring incidents
• Works closely with other IT teams to ensure seamless integration and coordination of services
• Develops and maintains relationships with key stakeholders and vendors to ensure effective service delivery
• Identifies opportunities for service improvement and works with stakeholders to implement necessary changes
• Monitors and reports on service performance, providing regular updates to management and stakeholders
• Keeps up to date with industry trends and best practices in IT service management to ensure continuous improvement.

• Developed and execute the product strategy and roadmap based on market research and customer needs.
• Conducted user research and gathered customer feedback to identify pain points and prioritize product enhancements.
• Collaborate with crossfunctional teams such as engineering, design, and marketing to define product requirements and deliver new features.
• Owned the product backlog and prioritized user stories to ensure the team was working on the most valuable and impactful features.
• Identified key performance indicators (KPI's) and user data analytics to measure product success and iterate based on user bahavior.
• Oversaw the operations and maintenance of IT services and systems, ensuring their availability and performance.
• Developed and implemented IT service management strategies and best practices to optimize service delivery and customer satisfaction.
• Collaborated with crossfunctional teams such as IT infrastructure, software development, and security to ensure seamless integration and alignment of IT services.
• Conducted regular service reviews with stakeholders to evaluate service performance, identify areas for improvement, and implement necessary changes.
• Managed relationship with external vendors and suppliers to ensure the delivery of highquality and costeffective services.

• Coordinate and manage the release process of software applications
• Plan and prioritize release activities, ensuring that deadlines are met
• Work closely with development and QA teams to identify and resolve any issues or conflicts that may arise during the release process
• Create and maintain release schedules, including detailed release plans and roadmaps
• Collaborate with stakeholders to define release criteria and make decisions on release readiness
• Monitor and track the progress of releases, providing regular updates to stakeholders
• Manage and escalate risks and issues related to the release process
• Conduct post-release reviews and facilitate continuous process improvement
• Maintain documentation related to release management, such as release notes and user guides.

• Conduct audits on interline revenue settlements to ensure accuracy and compliance with established policies and procedures
• Verify interline bills and invoices for accuracy, completeness, and timely payment
• Identify discrepancies, errors, or potential revenue leakage and recommend corrective actions
• Analyze and reconcile interline revenue data in electronic systems
• Collaborate with various stakeholders, including airline partners, finance team, and legal department to resolve billing disputes and negotiate settlements
• Stay updated with industry regulations, trends, and best practices related to interline revenue accounting.

• Collaborating with other departments, such as sales, marketing, and operations, to develop and implement interline revenue enhancement initiatives
• Monitoring and evaluating the performance of interline agreements and contracts, identifying areas for improvement and negotiating new agreements as necessary
• In-depth understanding of interline revenue management systems and tools, ensuring accurate data input and extraction for accurate reporting
• Providing leadership and guidance to team members, fostering a positive and collaborative work environment
• Identifying and addressing revenue leakage or opportunities for revenue growth in interline operations.