Anita Kovács-Horváth
Senior Service Delivery Manager
Budapest,BU
Summary
Senior service delivery manager with a strong background in IT and customer service. Proven track record in leadership, process optimization, and stakeholder engagement.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
2
2
Languages
Work History
Senior Service Delivery Manager
Deutsche Telekom Systems Solutions Hungary Kft
09.2024
- Customer Delivery Manager in the CDM team of the largest customer of T-systems Austria
- Responsible for IT Asset Management, Worplace Services and DaaS Service including reporting and invoicing
Head of Customer Service Management
Karriere Tutor Kft
03.2024
- Management and coordination of the three service teams in participant support (Customer Service): 1. 1st level support 2. 2nd level support & employment agency management (incl. complaints management, coordination with the employment agencies that pay for participants' further training) 3. Exam management (i.e. creation of certificates and coordination with external examination providers)
- Management, coaching and further development of the three team leads
- Planning, organisation, monitoring and optimisation of operational processes in all service teams to ensure optimal participant support
- Ensuring a high standard of service in responding to enquiries, resolving issues and providing information across all service teams
- Work closely with other departments to ensure the integration of participant feedback into the continuous improvement of training products
- Creating a complaint management process
- Implementing the technical background for call monitoring and reporting
- Defining KPIs for the customer service
- Integration of sales support and technical support in the participant support, increase the efficiency through cross trainings
- Develop and implement training programmes for the three service teams to increase expertise and customer service standards
- Performance management of the service teams based on KPIs
- Identifying and implementing optimisation potential in order to continuously increase the quality and efficiency of participant support
Senior Service Delivery Manager
Deutsche Telekom Systems Solutions Hungary Kft
08.2019
- Coordinating the performance of contracts for 27 international customers of TSystems Austria with the aim to possibly surpass the client's expectations – while keeping costs at an optimal level. Main scope of the customer contracts is vCloud.
- Procuring services for the clients from inside or outside of the Company organization at optimal price and quality.
- Overseeing all factors which might affect contract performance.
- Coordinating the service delivery team, at the same time managing the customer as well.
- Supervising contract fulfilment and contributing to its optimization for both the client and the Company throughout the contract period.
- Supporting the acquisition of services for the client at optimum price and quality.
- Coordinating the service delivery activities between the organizational units and supervising their work either directly or through the Operation Managers.
- Ensuring compliance with deadlines and expected service levels.
- Applying adequate project delivery methodologies, tools, techniques and processes.
- Observing the budgets and reducing costs.
- Acting as SPOC in terms of technical, financial and quality issues as well as contract negotiations.
- Seeking upselling possibilities and coordinating the sales process with the preleases team Yearly revenue over 5 million EUR
Head of Service Delivery Unit Telekom IT
IT Services Hungary Kft
05.2016
- Leading of the following teams: 1. Application Development Team - The team is responsible for the development of applications and for the customization of products from software vendors. The main responsibilities are planning, designing, coding system testing and deployment. The team consists of IT Experts, Scrum Master, Senior & Junior Developers(Java Enterprise Developers, .NET Developers, SharePoint Developers. 2. Business Partner Management Team - The team is dealing with both external and internal costumers of T-Systems, and acting as the HUB between Germany and Hungary from Demand/Request to Order/ Invoicing Management, the Operational Integrator/WebShop and the interface-partners along the whole O2C chain. Fields of activity are among others: Project management, Product-IT Catalogue, Integration Mgmt &Support, (Solution) Project Management, Design & Architecture, Business Analysis, B2B, Asset Mgmt maintenance & Support, Billing, Mgmt & Support Release & Portfolio Management 3. SAP consultant Team - The team members plan and implement the future mode of operation based on the current demands from the customer by providing Materials Management, Sales Distribution, Finance, Controlling, Customer Relationship Management, Business Intelligence and Solman consultancy on the highest level. Achievements: Successful replacement of the external contractors with internal workforce. Starting of an SAP Academy in Pécs with close cooperation of the German customer in order to ensure future utilization of the staff
Head of Service Delivery Unit (MPHS)
Computing Services and Solutions
02.2014
- Leading 5 teams on 3 sites of ITSH (90+ colleagues) providing IT Security, Exchange and Linux application, reporting and OPM services for international and internal customers
- Main IT Security tasks: Intrusion Detection and Prevention Service (IDS/IPS)
- Security Information and Event Management (SIEM)
- Managed Anti Spam (MAS)
- Professional online surveys: creating, publishing feature-rich questionnaires, analyzing the results (EOS) Anita Kovács-Horváth +36 30 478 2102 / horvathanita419@gmail.com
- Anti Virus Emergency Response Team (AVERT)
- Disk/Data encryption and data loss prevention solutions
- Malware analysis, IT forensics, penetration testing, security incident response
- Achievements:
- Re – organization of the existing team, hiring of new team leaders and improve hiring of the new candidates
- Reduced attrition
- Building up a new team in Pécs
- Starting successful cooperation with the University of Pécs: organize theoretical and practical lessons for the students on the IT Security topi
Rent and CarSharing Director
Avalon Car (e) Services Kft
08.2013
- Introducing the customer service for CarSharing service in Hungary
- Building up a professional call center environment
- Introducing a CRM system in the company
- Organize and conduct trainings in the company on the new IT and CRM systems and on assertive and effective communication in the call center
- Organizing the preparations of a successful ISO 9001, 14001 and 27001 audit
Service Delivery Manager
Cognizant Technology Solutions Ltd.
05.2012
- Direct report of the Budapest Centre Head of Cognizant and the Global Head of Delivery ITIS
- Lead a team of 100+ colleagues to provide single point of ownership for Delivery and Operations of Service Desks in the area of remote IT Infrastructure Delivery Management service for the Client (United Bank of Switzerland; Investment Banking, Wealth Management and Global Asset Management division) in German, Italian and French languages
- Client Experience Management (handling of escalations and negative feedbacks from the customer and define corrective and preventive actions)
- Manage forecasting and workforce management
- Implement performance standards and measurements established by the Quality team to manage ongoing service delivery and attain delivery efficiency
- Responsible for people management with specific reference to managing the growth and development of the people working in the team, coaching of the operations managers and team leaders
- Achievements
- Felicitated by the Customer CIO during QBR for a positive turn around on contractual SLA’s
- Reduced attrition by 50% Reduced customer escalations and complaints by 73%
Business Operations Manager
IT Services Hungary Ltd.
10.2011
- Direct report of the Managing Director (MD) and the Head of Production.
- Liaison with the MD’s direct reports. Taking care of daily operative tasks like preparing management reports to the headquarter or decision papers to the Executive Board, manage high level tasks and escalations.
- Manage T-Systems intercompany and customer relations. Organizing customer visits and holding the company presentations. Manage corporate roll-outs. Project Manager of strategic projects like the worldwide restructuring program.
- As an operative deputy of the MD, sponsoring different internal projects like Knowledge Management, Workload Utilization Measurement as well as coordination of employee satisfaction surveys , “Best Employee” and “Innovation Award” initiatives
Operations Manager, International Service Desk
IT Services Hungary Ltd.
04.2007
- Leader of six 7x24 1st and 2nd level teams (120+ colleagues). Service languages: English, German, Czech and Hungarian.
- Full responsibility for quality. Ensure the fulfillment of the OLAs/SLAs, internal KPIs.
- Managing transitions from Hungary, Germany and from the UK.
- Responsible for minimizing the customer complaints and escalations, improving the customer satisfaction.
- Coaching of the team leaders.
- Leading the successful fluctuation management project.
Education
ITILv4 Foundation level -
People Cert
Budapest01.2021
Executive MBA - English language
Corvinus University of Budapest
Specialization - Educational Psychology and Psychology of Counseling
Eötvös Loránd University of Sciences
Business and Management Coach Training - undefined
Dr Bodo Training and Consulting Kft
01.2011
Skills
- People Management
- Customer Satisfaction
- Financial Forecasting
- Stakeholder Management
- Service Improvement
- Contract Management
- Cross-functional team leadership
- ITIL framework
- Training and coaching
- Teamwork
Timeline
Senior Service Delivery Manager
Deutsche Telekom Systems Solutions Hungary Kft
09.2024
Head of Customer Service Management
Karriere Tutor Kft
03.2024
Senior Service Delivery Manager
Deutsche Telekom Systems Solutions Hungary Kft
08.2019
Head of Service Delivery Unit Telekom IT
IT Services Hungary Kft
05.2016
Head of Service Delivery Unit (MPHS)
Computing Services and Solutions
02.2014
Rent and CarSharing Director
Avalon Car (e) Services Kft
08.2013
Service Delivery Manager
Cognizant Technology Solutions Ltd.
05.2012
Business Operations Manager
IT Services Hungary Ltd.
10.2011
Operations Manager, International Service Desk
IT Services Hungary Ltd.
04.2007
Specialization - Educational Psychology and Psychology of Counseling
Eötvös Loránd University of Sciences
Business and Management Coach Training - undefined
Dr Bodo Training and Consulting Kft
ITILv4 Foundation level -
People Cert
Executive MBA - English language
Corvinus University of Budapest