Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Gabriella Kenéz-Nagy

IT Consultant

Summary

Dynamic and results-driven Service Transition and Improvement Manager, Quality and Process Specialist, Service Delivery Manager and Project Coordinator with a proven track record in the IT industry. Adept at driving service excellence, process optimization, and strategic improvements.

Self-motivated and confident with exceptional communication skills and a deep understanding of customer-centric principles.

A collaborative team player with outstanding problem-solving and systems-thinking abilities. Experienced in Agile methodologies and proficient in SAFe® 5.

Brings a positive attitude, a commitment to continuous learning, and a passion for professional growth. Strong believer in the power of personal relationships and effective communication to drive success.

Overview

17
17
years of professional experience
1
1
Certification
3
3
Languages

Work History

Service Transition and Improvement Manager

Aldi International IT Services
04.2022 - 05.2025
  • Served as the Single Point of Contact (SPOC) for global IT service on-boardings, managing both new and existing services.
  • Took full responsibility for ensuring a smooth transition of global organizational projects, including Monitoring Solutions, Major Incident Coordination, Problem Management, Agile Test and Release Management.
  • Facilitated continuous service improvement initiatives, such as automation implementation, achieved a 15% reduction in incoming ticket volume by implementing an event management improvement initiative, enhancing efficiency and service quality, enhancing knowledge base quality, and handling user complaints more effectively.
  • Identified root causes of issues through data analysis, leading to targeted solutions that improved overall performance in Global Service Desk Operations.
  • Contributed to process optimization efforts to achieve cost reductions.

Senior Quality and Process Specialist

Deutsche Telekom
06.2017 - 04.2022
  • Tracked all business-critical potential non-compliances daily to ensure timely mitigation.
  • Identified and managed quality deficits proactively.
  • Took part in the development of a new compliance control approach to maintain contract health through regular checks within an integrated quality management system.
  • Supported the Compliance Control Officer in completing quality-related projects and the Zero Outage 2017 Quality Program.
  • Provided input for the Compliance Control Officer to define proactive measures for eliminating potential risks.
  • Checked customer requirements against documented orders within the Telekom-specific order management application.
  • Prepared management presentations and monthly KPI reports.

Service Delivery Manager

BT Group
06.2014 - 06.2017
  • Took accountability for the successful end-to-end delivery of customer orders for assigned regions and accounts.
  • Served as the focal point for customers throughout the entire delivery process.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Provided operational and pre-sales support for projects by collaborating with Project and Sales Managers.
  • Conducted and delivered Root Cause Analyses.

Installation Coordinator

BT Group
07.2013 - 06.2014
  • Ordered and delivered access and CPE while coordinating Test & Turn-Up activities in Nordic countries until handover to the Customer Manager for final testing with the customer.
  • Scheduled installations and coordinated order workflows, ensuring updates in specific systems.
  • Managed problems and performed troubleshooting with full technical support in English.
  • Coordinated with various departments to streamline project handoffs, reducing delays during the installation process.

.

Maternity Leave

BT Group
11.2008 - 07.2013

Desk Sales Support Specialist

BT Group
01.2008 - 11.2008
  • Utilized software tools to support BT’s engineering, technical, and management teams in recording and tracking sales leads and incentives.
  • Investigated and processed access requests for systems used by BT engineers in the program.
  • Prepared monthly presentations of monthly revenue
  • areas for improvement and growth opportunities.
  • Managed customer accounts, responding to inquiries and resolving customer service issues

Education

Bachelor's Degree - Bachelor of Hotel Catering

College of Szolnok
Szolnok, Hungary
09.2020 - 06.2004

Skills

Continuous improvement

Cross-functional collaboration

Agile methodology

Process improvement

Effective communication

Organizational skills

Problem-solving abilities

Quality improvement

Stakeholder management

Project tracking

Mentoring

Certification

Certified SAFe® 5 Practitioner

Timeline

Service Transition and Improvement Manager

Aldi International IT Services
04.2022 - 05.2025

Certified SAFe® 5 Practitioner

12-2021

Bachelor's Degree - Bachelor of Hotel Catering

College of Szolnok
09.2020 - 06.2004

Senior Quality and Process Specialist

Deutsche Telekom
06.2017 - 04.2022

Service Delivery Manager

BT Group
06.2014 - 06.2017

Installation Coordinator

BT Group
07.2013 - 06.2014

Maternity Leave

BT Group
11.2008 - 07.2013

Desk Sales Support Specialist

BT Group
01.2008 - 11.2008
Gabriella Kenéz-NagyIT Consultant