Zita Horvath
Székesfehérvár,FE
Summary
Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Integrated Service Manager
Kyndryl
10.2021 - Current
- Supervising, coordinating, and maintaining on daily basis levels of service agreed with and expected by the client while keeping a constant focus on improving the performance of the services provided.
- Single point of contact for the KMD Delivery for all aspects concerning service delivery on a daily basis taking any necessary actions to maintain and to reinforce the quality of these operational contacts.
- Assume responsibility for updating the hardware and software inventories in accordance with asset management processes.
- Prioritizing cases in Kyndryl and following up, driving resolver groups until resolution.
- Channeling requests between Kyndryl Snow groups.
- Obtaining approval for changes with extremely short lead time.
- Arrange meetings with client and Kyndryl technicians to get clarity on requests.
- Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the customer and support the account in the service status meetings
- Provide the account with reports on workload monitoring.
- Participate in contractual meetings upon the request.
- Support the account in the establishment of customer satisfaction measurements with regard due services. The employee focuses on individual/team objectives and development of professional effectiveness.
- Maintain a green compliance status
Service Delivery Manager - WPP Nordics Region
Kyndryl
09.2020 - 10.2021
- Optimize availability of IT infrastructure, systems, and services
- Provide a holistic view of the customer's environment and make recommendations to key stakeholders to improve overall service
- Manage and prioritize workload for all on-site IBM Resources
- Major incident escalation and management working closely with the Global Incident Management team
- Effective management of location specific workload utilizing both local and remote resources teams
- Effective engagement with all delivery towers ensuring end to end service delivery across all technology services
- Identify opportunities to drive efficiency and address location specific issues, working with Customer and Commercial teams as appropriate
- Responsible for basic Technology Health and Hygiene at the designated location – e.g. server room / Data Centre reviews backup status, monitoring, basic tooling deployment
- Working with Customer to address ‘out of IBM scope' issues
- Review RFS and project status assisting with prioritization and ensuring effective delivery
- Responsible for driving governance and reporting with all key stakeholders
- Develop and maintain working relationship with key stakeholders
Backup Quality Supervisor, Service Management Support - TietoEVRY
IBM Client Innovation Center Székesfehérvár
07.2019 - 09.2020
- High focus on process improvements
- Actively creates close communication and interlocks between teams to fulfill required deliveries
- Identification of defects and missing quality for change tickets
- Actively distributes and follows up tasks and activities - Increase the teams competence in defined areas by providing guidance and close collaboration
- Creation and documentation of work instructions
- Hosting and actively participates in meetings to solve issues and reduce risks
Service Management Support - EVRY
IBM Client Innovation Center Székesfehérvár
11.2017 - 07.2019
- Request fulfillment daily management report
- Incident backlog reduction
- Responsible for the quality and integrity of the Incident Management process.
- Follows defined escalation path when needed, as defined in the escalation policy
- Notifying the participants in the Incident Management process when standards and procedure/activities are not being followed
- Reroute misdirected incidents that have not been handled in a timely manner identifying incidents which need special attention or escalation
Service Level Manager
IBM Client Innovation Center Székesfehérvár
05.2017 - 11.2017
- Report service levels
- Request exceptions
- Manage contract changes (Service level management)
- Stimulate and create a proactive attitude in the account
- Service delivery with respect to reporting, managing and improving performance, communicating and expanding service levels.
- Monitor achieved service levels & compare them with agreed targets
- Deliver daily availability report used by SMs, morning calls etc.
- When required initiate a meeting with accountable SMEs, SMs and/or managers
Account Risk Lead
IBM Client Innovation Center Székesfehérvár
07.2016 - 05.2017
- Accountable for managing all client and IBM risks on the account, in line with both the risk Management process and the contract.
- Responsible for ensuring that all risks are correctly documented and managed with the risk tool
- Accountable for driving a zero overdue risk posture
- Responsible for preparing the material for the Client Risk Review meetings, including the quarterly risk review
- Accountable and responsible for the Risk Management Governance and cadence across the account; to include a weekly risk review.
- Accountable for the progression of risks through their lifecycle, to closure or a client approved 'tolerated' status.
Compliance manager
IBM Client Innovation Center Székesfehérvár
07.2015 - 07.2016
- Compliance reporting
- Creating and presenting the weekly and quarterly self assessment
- Assisting delivery teams with their corrective actions
- Data collection
- Identifying non-compliances, tracking and closing records for successful resolution
- Secondary control over Activation and Deactivation tool handling
- Subsystem compliance
Implementation Manager
IBM Client Innovation Center Székesfehérvár
04.2014 - 04.2015
- Service activation/deactivation coordination
- Secondary Control over Activation/Deactivation tool usage
- Raising changes (SA,SD) - coordinating them.
- Contacting daily with the technical teams
- Reporting, administrating and creating documentations according to the SA/SD
- Collecting information
- Problem solving
- Supporting the technical teams
Security delivery specialist
IBM Client Innovation Center Szekesfehervar
09.2009 - 01.2014
- Keep the contracted Service Level Agreements by resolving and routing as appropriate
- Supporting the Systems Management Processes specific to their customer requirements.
Administrator and then planner and dispatcher
Rynart Transport Hungary Ltd
03.2003 - 02.2008
- Planning, organizing the daily transports of Tesco Global Warehouse in Hungary
- Investigating and planning the most appropriate route for a shipment
- Taking into account to the nature of goods
- Transit time and security - arranging appropriate packing
- Taking into account the climate, terrain, weight and nature of goods and also the delivery and warehousing of goods at their final destination
- The role may also involve managing staff and overseeing activities within a department
- Maintaining communication and control through all phases of the journey
- Dealing with special arrangements for transporting delicate cargoes
Education
Accredited Advanced Level in Marketing And Reklam - Marketing And Reklam Manager
European Distance Education Hungary
Budapest05.2002
High School Graduation - -
Rosti Pál High And Secondary School
Dunaújváros, FE06.1998
Skills
- IT Service Management
- Service Delivery
- Project Management
- IT Management
- Incident Management
- IT Operations
- Service Management
- Change Management
- Multiple Priorities Management
- Service Quality Management
- Continuous Improvement
- Analytical Thinking
- Problem-Solving
- Business Development
- Positive Attitude
- Critical Thinking
- Goal-Oriented
- Operational Efficiency
- Risk Management
- Service Delivery Optimization
- Reliable and Responsible
Certification
- ITIL 4 Foundation - AXELOS Global Best Practice
- ITIL V3 Foundation
- IBM Watson Analytics 101 - Big Data University
- WA0101EN
- People Skills - Communication, Presentation, Collaboration, and Problem Solving - IBM
- Simplifying Complex Decision-Making - Yale School of Management
- Stress-Testing for Superior Decision-Making - Yale School of Management
- Communicating Inclusively - The Ivey Academy at Ivey Business School
- Achieving Peak Productivity Experience - UC Berkeley Executive Education
- Cultivating Collaborative Leadership Experience - UC Berkeley Executive Education
- Implementing Winning Strategies Experience - Columbia Business School
- Communicating Persuasively & Building Trust - Stanford University Graduate School of Business
- Understanding Customer Needs - The Wharton School
- Managing Stakeholders in Complex Projects - UC Berkeley Executive Education
Languages
Hungarian
Native language
English
Advanced
C1
Websites
Timeline
Integrated Service Manager
Kyndryl
10.2021 - Current
Service Delivery Manager - WPP Nordics Region
Kyndryl
09.2020 - 10.2021
Backup Quality Supervisor, Service Management Support - TietoEVRY
IBM Client Innovation Center Székesfehérvár
07.2019 - 09.2020
Service Management Support - EVRY
IBM Client Innovation Center Székesfehérvár
11.2017 - 07.2019
Service Level Manager
IBM Client Innovation Center Székesfehérvár
05.2017 - 11.2017
Account Risk Lead
IBM Client Innovation Center Székesfehérvár
07.2016 - 05.2017
Compliance manager
IBM Client Innovation Center Székesfehérvár
07.2015 - 07.2016
Implementation Manager
IBM Client Innovation Center Székesfehérvár
04.2014 - 04.2015
Security delivery specialist
IBM Client Innovation Center Szekesfehervar
09.2009 - 01.2014
Administrator and then planner and dispatcher
Rynart Transport Hungary Ltd
03.2003 - 02.2008
Accredited Advanced Level in Marketing And Reklam - Marketing And Reklam Manager
European Distance Education Hungary
High School Graduation - -
Rosti Pál High And Secondary School
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