Marek Mucha.

Kraków, Poland · IT Service Management

Marek MuchaClarity incomplexity.

ITSM Lead · Service Delivery · Process Improvement

I bring people, platforms and processes together to make IT services work better. With 15+ years in enterprise IT, I turn complex operational challenges into clear responsibilities, reliable services and measurable progress.

Let’s connect LinkedIn
Portrait of Marek Mucha in a navy jacket
50.06° N19.94° EITIL · PSM II · FinOps
15+Years in enterprise IT
3Organisations with ServiceNow process deployments
8People in the Aptiv support team I lead

01 About

Reliable services. Connected people.

I’m an IT service management and delivery leader based in Kraków. My work sits at the intersection of enterprise infrastructure, service operations and cross-functional programmes.

At Aptiv, I designed and implemented an end-to-end ITSM support model for CI/CD platforms: roles, escalation paths, SLAs and operational governance. I lead an eight-person team spanning AWS architects, DevOps engineers, analysts and L1/L2/L3 support specialists.

Across UBS, ABB and Aptiv, I have deployed service management processes in ServiceNow. My experience includes Incident, Problem and Change Management, alongside CMDB data quality, configuration models and ongoing governance.

I enjoy bringing people into the same conversation: facilitating workshops, helping teams adopt new processes and connecting technical decisions with business needs. My background in showback, chargeback and FinOps adds a financial perspective to service delivery.

Away from work, you’ll find me exploring mountains, travelling, looking at the night sky or taking photographs — often from a drone. A different perspective is useful on both sides of the screen.

02 Experience

A career built around delivery.

From software implementation to enterprise-wide service management and infrastructure governance.

  1. — Present

    ITSM Lead / Aptiv

    Designed the support model for CI/CD platforms on AWS/Kubernetes and GitHub SaaS. Lead cross-functional service operations, major-incident response, change governance and vendor coordination.

    • ServiceNow
    • ITSM operating model
    • Team leadership
    • Observability

  2. —

    Delivery Manager / HSBC

    Delivered improvements to database services, working across IT teams to address service gaps, mitigate risks and align operational changes with business priorities.

  3. —

    Technical Project Manager / UBS

    Aligned CMDB data across on-premises and cloud services, managed changes across EMEA trading infrastructure and led showback and chargeback activities. Delivered a 10% OPEX reduction through this work.

    • CMDB
    • ServiceNow
    • FinOps
    • Agile delivery
    • CAPEX / OPEX

  4. —

    Delivery Manager / ABB

    Deployed ServiceNow processes, helped establish an internal CMDB and asset-management system, and introduced chargeback and showback across infrastructure services.

  5. —

    Business Service Delivery Manager / UBS

    Oversaw infrastructure projects, connected business and technical teams, and supported requirements analysis, risk remediation and management reporting.

  6. —

    Implementation Consultant / Comarch

    Managed software implementations from requirements and solution design to deployment, training and end-user support.

03 Education & credentials

Always learning. Knowledge put into practice.

Universities
3
Degrees & postgraduate
4
Certifications
11

Education

  1. Master’s degreeSpatial DevelopmentUniversity of Economics in Cracow UEK
    2004–2009 · Graduated 2009
  2. Bachelor’s degreeAccounting and FinanceUniversity of Economics in Cracow UEK
    2006–2010 · Graduated 2010
  3. Postgraduate studiesMathematics for Economics and FinanceCracow University of Technology PK
    2011–2012 · Graduated 2012
  4. Postgraduate studiesIT Systems – Design and UtilisationAGH University of Science and Technology AGH
    2013–2014 · Graduated 2014

Key certifications

Professional Scrum Master II

Scrum.org · Jul 2024

FinOps Certified Practitioner

The Linux Foundation · Jul 2024

Azure Fundamentals

Microsoft · Oct 2023

ITIL Foundation

AXELOS · Mar 2017

All certifications, year by year

  1. 2026

    • MountainsAvalanche Course Level I5+ Szkoła Górska · Mar

  2. 2024

    • AgileProfessional Scrum Master IIScrum.org · Jul
    • Cloud costFinOps Certified PractitionerThe Linux Foundation · Jul

  3. 2023

    • CloudAzure FundamentalsMicrosoft · Oct
    • DataOracle Cloud Data Management Foundations AssociateOracle · Sept
    • CloudOracle Cloud Infrastructure Foundations AssociateOracle · Sept

  4. 2017

    • AgileAgile PMAPMG International · Nov
    • ITSMITIL FoundationAXELOS · Mar

  5. 2013

    • QualitySix Sigma Yellow BeltUBS · Jun

  6. 2012

    • ModellingOMG-Certified UML Professional Fundamental ExamObject Management Group · Dec

  7. 2010

    • DataIntroduction to Oracle9i SQLOracle · Oct

Issue dates are shown for reference; current certification status is not implied.

04 What I do

Structure for complexity. Space for progress.

Practical expertise across the full delivery lifecycle, built around collaboration and the outcomes that matter.

01

ITSM & service delivery

Building support models, escalation paths and SLAs. Embedding Incident, Problem and Change Management into day-to-day operations.

From strategy to delivery

02

Agile & team collaboration

Helping Scrum and Kanban teams collaborate, improve their ways of working and deliver with purpose.

People before process

03

FinOps & cost optimisation

Making technology costs understandable through TCO reporting, shared ownership and informed decisions.

Clarity on cost & value

04

CMDB & governance

Improving configuration data, aligning on-premises and cloud service models, and governing change across enterprise infrastructure.

A reliable foundation

05 Outside the frame

A little distance. A new perspective.

Beyond the screen, I look for light, landscapes and quieter moments. From the ground and from above — this is how I see the world.

Select a frame to explore

Every frame, my own perspective.Landscape / Aerial / Natural light

06 Journal

Ideas worth looking into.

Articles on technology, cloud economics and the way teams work. Originally published on LinkedIn.

AI & Technology · 11 Jan 2026

AI Slop: We Are Burning the Rainforest to Print Digital Junk

We have built the most advanced computational infrastructure in human history—trillion-dollar networks of supercomputers, sub-sea fiber optics and Starlink satellites. And what are we doing with this marvel of engineering?

Read · 2 min Agile & Leadership · 19 Apr 2025

Daily Stand-up or Daily Confession?

Picture this: it’s 9:00 AM, and your team gathers sleepily around a conference table (or on a video call). One by one, each person speaks in turn, eyes fixed on the Scrum Master (or maybe the Project Manager wearing a Scrum Master hat),…

Read · 5 min Agile & Leadership · 19 Mar 2025

When Daily Stand-ups Become Micromanagement: The Erosion of Agile Principles

Daily stand-up meetings have become an emblematic ritual of agile teams across the globe. Originally designed as a short, focused synchronization event to foster collaboration and early identification of blockers, these meetings have…

Read · 8 min
All articles

07 Let’s connect

Your next challenge. A shared perspective.

Have an IT project in mind, a question or an idea? I’d be happy to hear from you.

work@mmucha.eu