Strategic IT Leadership for a Data-Driven World

Konrad Jędrysek: An experienced IT Service & Transformation leader, focused on building high-performing teams and aligning technology with executive-level business objectives.

10+ Years Experience
200+ Major Incidents Handled
2400+ Hours Saved via Agentic AI
Explore My Impact Strategic Capabilities
Konrad Jędrysek - Professional consultant

About Me

Leading with a modern, people-first approach to create a culture of accountability and foster scalable growth.

Leadership Philosophy

My leadership philosophy centers on building and scaling world-class engineering teams that drive product innovation and accelerate business growth. I believe in empowering people through a clear vision and data-driven decision-making. By fostering a culture of psychological safety, continuous improvement, and technical craftsmanship, we create an environment that consistently delivers measurable value to customers and stakeholders.

My Story

With over 10 years of progressive leadership experience in IT Service Management and Support Operations, I've successfully built and managed high-performing global teams with operations in the United States, Israel, the United Kingdom, and Poland. My work has supported enterprise-level clients including Johnson & Johnson, Pfizer, GSK, Eli Lilly, Sanofi, and Evotec in the biotechnology industry.

I combine people-centered leadership with an evidence-based strategy, grounding my approach in both practical experience and the latest academic literature through my current research in Change Management at the Wroclaw University of Economics and Business. This unique blend enables me to translate complex technical challenges into business value propositions, secure executive buy-in, and drive sustainable organizational change in highly regulated environments where operational excellence is non-negotiable.

Executive MBA - Wroclaw University of Economics
ITIL® 4 Strategist & Specialist Certified
Change Management Practitioner (APMG)
Professional workspace

Strategic Capabilities

Leadership competencies that drive organizational transformation and business value

Driving Service Excellence

Architect scalable support models and instill a culture of continuous improvement across global teams. Lead the strategic transformation of IT service delivery to align with business objectives and drive measurable operational excellence.

ITIL® 4 Strategist: Direct, Plan and Improve ITIL® 4 Specialist: Create, Deliver and Support ITIL® 4 Specialist: Drive Stakeholder Value

Leading Organizational Transformation

Champion strategic change initiatives and secure executive stakeholder alignment during complex organizational transitions. Expert in M&A readiness, cross-cultural team leadership, and implementing sustainable change management frameworks.

APMG Certified M&A Readiness Stakeholder Alignment

Leading Service & Operations Transformation

Build and lead high-performing global support teams while implementing data-driven performance metrics. Design strategic staffing models and operational workflows that consistently deliver results in enterprise environments.

Team Leadership Performance Metrics Workflow Optimization

Strategic Performance Optimization

Lead data-driven service improvement initiatives that deliver measurable business value and competitive advantage. Champion sustainable, scalable operational changes that align with executive strategic objectives.

KPI Development Process Improvement Data Analysis

Biotechnology Sector Leadership

Deep strategic expertise in highly regulated biotechnology environments with proven success supporting enterprise clients. Lead critical IT service delivery for Johnson & Johnson, Pfizer, GSK, Eli Lilly, Sanofi, and Evotec.

Regulated Industries Enterprise B2B Life Sciences

AI-Driven Service Innovation

Pioneer the strategic integration of artificial intelligence into IT service management, driving transformational business outcomes through intelligent automation and predictive analytics. Lead AI adoption initiatives that deliver competitive advantage.

Agentic AI Generative Searches Intelligent Automation

Impact Portfolio

Strategic leadership initiatives that delivered measurable business transformation

Post-Merger IT Service Consolidation for Global Biotech Firm

The Challenge

Following a major acquisition, the company's application support was fragmented across multiple legacy systems. This resulted in inconsistent service levels for users, duplicated effort among support staff, and a complete lack of unified performance data, hindering strategic decision-making..

My Leadership in Action

  • Developed and executed a 12-month global service consolidation strategy for a newly combined team of 20+.
  • Championed the adoption of a unified, modern support framework, securing critical buy-in from senior and executive stakeholders.
  • Oversaw the technical integration of disparate ticketing platforms into a single, unified system.

Quantifiable Results

  • Freed up development capacity by reducing product support workload on engineers by 15%.
  • Achieved significant annual operational cost savings through platform consolidation and process efficiency.

Major Incident & Escalation Readiness Program

The Challenge

The organization lacked a formalized Major Incident process, leading to chaotic responses, extended downtimes, and a negative impact on critical research operations.

My Leadership in Action

  • Architected and implemented a new Major Incident and Escalation framework from the ground up
  • Trained and mentored a cross-functional team of incident managers and resolvers
  • Established clear communication protocols for executive leadership during critical events

Quantifiable Results

  • Reduced the number of escalations to the executive level by 80%
  • Ensured operational stability by increasing Major Incident SLA adherence to a consistent 98%.

Thought Leadership & Research

Featured Articles & White Papers

Agentic AI in Service Management

Exploring how artificial intelligence is revolutionizing Service Management with AI Agents

Read More

Digital transformation: a review, synthesis and opportunities for future research

A comprehensive academic review examining digital transformation frameworks and their practical applications in organizational change management.

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Enabling Middle Managers as Change Agents: Why Organisational Support Needs to Change

Middle Managers as the Bridge enablind organisational change

Read More

Current Research Interests

My academic research investigates effective Change Management frameworks for the software sector. The central focus is on the critical role of middle management, exploring strategies for equipping and empowering managers to lead their teams through complex organizational changes, including post-merger integrations and large-scale digital transformations. I am currently seeking participants for this academic study. If you are a manager or leader with experience navigating organizational change, I invite you to contact me to learn more about contributing.

Education & Credentials

Academic foundation and professional certifications

2024

Executive MBA

Wroclaw University of Economics and Business

Executive MBA from one of Poland's top business programs, focusing on strategic leadership and organizational management in technology-driven environments.

2023

ITIL® 4 Strategist: Direct, Plan and Improve

Axelos Global Best Practice

Advanced strategist-level certification focusing on directing and planning IT service improvements, covering governance, risk management, and strategic planning for service management.

2022

ITIL® 4 Specialist Certifications

Axelos Global Best Practice

Dual specialist certifications: Create, Deliver and Support (CDS) and Drive Stakeholder Value (DSV), covering end-to-end service lifecycle and stakeholder management.

2021

Change Management Practitioner

APMG International

Comprehensive certification in change management methodologies, stakeholder engagement, and organizational transformation best practices with focus on M&A and digital transformation.

2020

AWS Cloud Practitioner

Amazon Web Services

Foundation-level certification in cloud computing concepts, AWS services, security, architecture, pricing, and support, enabling effective cloud-based service management integration.

2019

ITIL® 4 Foundation Certificate

Axelos Global Best Practice

Foundation certification in IT Service Management covering the ITIL 4 framework, service value system, and modern practices for digital transformation and service management.

2014

Bachelor's Degree in Economics

Wroclaw University of Economics and Business

Comprehensive business education with focus on organizational management, economics, and business strategy, providing strong foundation for technology service management career.

Strategic Leadership Opportunities

Ready to drive transformational change in your organization? Let's explore how my leadership can deliver strategic value.

Strategic Networking

My focus is on driving the next wave of innovation in IT service and change management. I am always open to connecting with industry leaders to share insights and explore how my experience can help shape the future of technology in business.

For Collaboration & Consulting

For consulting inquiries or to discuss potential research collaborations, please reach out via LinkedIn

Get In Touch

Let's discuss how my strategic leadership experience can drive transformational value for your organization.