Open to opportunities

Izabela User

@izabelauser1

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Head of Technical Operations driving ITIL-based service reliability and team performance.

Poland

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What I'm looking for

I seek a leadership role in technical operations or service management where I can improve reliability, scale teams, implement ITIL processes, and drive continuous improvement in a collaborative, growth-focused environment.

I am a Head of Technical Operations with deep experience building and running IT service and support functions aligned to ITIL best practices. I lead incident, problem, and change management while ensuring SLA/KPI monitoring, high availability, and operational stability.

I directed the strategic transfer of a Technical Support team from Poland to South Africa, handling postmortems, knowledge transfer, stakeholder communication, and ongoing on-site and remote management. I regularly travel to oversee operations and ensure adherence to processes and standards.

I have led process improvement and automation initiatives, introduced new tools and workflows, and performed service performance analysis using monitoring platforms. I coach and develop teams, structure growth plans, and coordinate cross-functional collaboration with engineering, product, and business teams.

I maintain compliance with ISMS and audit requirements, participate in audits, and chair Change Advisory Board meetings. My background includes progressive service management roles and hands-on technical experience with monitoring, troubleshooting, and RCA.

Experience

Work history, roles, and key accomplishments

Current

Head of Technical Operations

Current

Playbook Engineering

Dec 2024 - Present (1 year 3 months)

Lead Technical Operations across Support and Service Management teams, directed strategic transfer of the Technical Support team to South Africa, and drove ITIL-aligned process improvements to maintain high availability and SLA compliance.

Incident Management Change Management ITIL Service Improvement Team Leadership

Technical Service Operations Manager

Playbook Engineering

Jun 2024 - Dec 2024 (6 months)

Managed Service Management and Technical Support teams, chaired CAB meetings, led incident RCA and postmortems, and scaled platform capabilities while ensuring ISMS compliance.

Incident Management CAB Leadership SLA Management ISMS Scaling

Senior Service Management Specialist

Playbook Engineering

Feb 2024 - Jun 2024 (4 months)

Established core service management processes (Incident, Change, Service Catalogue), coordinated major incident responses, and led service reviews to drive continuous improvement.

Service Management Incident Response Change Management Service Catalogue Stakeholder Management

Service Management Specialist

Playbook Engineering

Dec 2022 - Feb 2024 (1 year 2 months)

Developed and implemented IT service processes, conducted RCA to reduce recurring incidents, coordinated vendors, and reported service performance metrics to support improvements.

Metrics Knowledge Management Jira Freshdesk

Senior Support Technician

Playbook Engineering

Feb 2022 - Dec 2022 (10 months)

Resolved escalated technical issues, led advanced system implementations, mentored junior technicians, and improved internal documentation and knowledge base quality.

Escalations Mentoring System Implementation Documentation Troubleshooting Networking

Support Technician

Playbook Engineering

Sep 2020 - Feb 2022 (1 year 5 months)

Monitored systems with Zabbix and Grafana, managed client requests via JIRA/Freshdesk, performed configuration and troubleshooting, and produced RCA and technical documentation.