About

IT services: Ericsson and Generali

I started in 2008 at Ericsson’s global network operations centre, an environment in which critical incidents and service levels were accounted for continuously, for clients on several continents. I ran incident management training for shift leaders in India and took part in relocating the operations centre from Stockholm to Warsaw.

Then seven years at Generali Group: from IT deployment coordinator, through project manager, to director of the IT Infrastructure Department reporting to the Board. A team of 40, an annual budget of PLN 11 million and responsibility for the group’s entire infrastructure in Poland: databases, servers, storage, network, Service Desk and IT processes. I co-authored the Generali Poland IT Strategy and led its internal process optimisation stream. I was responsible for consolidating the Generali and Proama infrastructures after the merger, and for relocating the data centres together with the implementation of Disaster Recovery. In 2017 I was listed in IDG’s CIO TOP 100.

From that period I took the discipline of service management: a service catalogue, change management, ownership, support levels. In the field of AI, that discipline decides whether a solution still works in its second year of operation.

Automation: Automa Services

In 2018 I co-founded Automa Services, which I run as CEO. We built it from a concept into a fully operational organisation of more than a dozen people, delivering intelligent process automation, IT implementations and software development for corporate clients including BNP Paribas, Mercedes-Benz Group, Scania Group, Auchan, OTIS, Grenke and Polaqua.

The scale of that work in numbers: around 240 automation deployments, a standard client payback of six months, around 80% of solutions still in production, and an estimated cumulative client benefit above PLN 20 million net.

Two conclusions from that period. First, a process has to be measured before and after the change; without that, the result remains a claim. Second, classic automation ends at the boundary of what can be written down as an instruction, and beyond that boundary lies most of the work that requires interpretation.

AI: the duo

That second conclusion led me to AI. It is the first technology that reaches work requiring an understanding of context, and the first that makes it possible to restore the right division of labour between human and machine.

I build my own working systems and use them in daily work: from requirements extraction to the analysis of process workshop recordings. I work in the Anthropic stack (Claude Code), in n8n and in Microsoft Copilot Studio, on models running locally or in the client’s cloud. I show what these systems do, not how they are built.

A human and an AI as one duo, inside an organisation that manages that duo. Everything I write and advise follows from that premise.

Outside work

I ride a Harley, preferably far. I am a fan of the fiction of Howard Phillips Lovecraft. I play games. None of that has anything to do with AI, but it has a lot to do with me.