Zsuzsanna Juhasz
Service Delivery Manager | Revenue & Contract Specialist | ITIL Certified | MBA | Expert in Cost & Vendor Management
Gárdony
Summary
Service Delivery Manager with 10+ years of experience in IT and finance, specializing in contract lifecycle management, cost optimization, and revenue growth. I bring strong expertise in SAP ERP, ITIL frameworks, and cross-functional collaboration to ensure high-quality service delivery in complex, multi-stakeholder environments. Currently at Deutsche Telekom, I lead portfolio-level delivery operations and support contract expansion and escalation management. Previously at Kyndryl, I improved project delivery by 20% and reduced delays by 70%. I’ve also led large-scale AP operations at Cognizant and TCS, consistently driving process efficiency and customer satisfaction. I completed my MBA in Management at Metropolitan University in Budapest, enhancing my strategic and leadership capabilities. I’m now seeking senior-level opportunities where I can apply my business acumen, multilingual communication skills (HU/EN/DE), and customer-focused mindset to deliver exceptional results.
Overview
2027
2027
years of professional experience
5
5
Certifications
4
4
Languages
Work History
Service Manager
Deutsche Telekom
2023 - Current
- Dealing with fulfilling the customer contract
- Responsible for managing revenue and allocated cost structures per contract and portfolio for single PU and cross PU contract
- Ranging contract fulfillment with focus on time, quality and cost
- Responsible for development of offers for contract expansions and simple renewals as well as for escalation and claim management with focus on client revenue
- Accountable for identifying and managing opportunities in contract related standard/ product business
- Responsible for sales activities
- Accountable for ensuring asset lifecycle compliance based on customer contract
Project Manager
Kyndryl
2022 - 2023
- Developed an effective method of determining and defining project scope, objectives and resources needed to achieve a project hereby ensuring a 20% faster completion rate in most projects
- Effectively tracked project costs and achieved 100% budget allocation to various project phases.
- Handed over project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
- Managed contracts with vendors and suppliers by assigning tasks and communicating expected deliverables and achieved a 70% reduction in time lag between activities.
- Conducted workload assessments devised new operational processes that led to a 20% increase in productivity
- Monitored and measured project performance to identify areas for improvement and made adjustments as needed
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts
Account payable team manager
Cognizant
2021 - 2022
- Effectively guided and supervised the accounts payable department and achieved 100% of our yearly target set
- Engaged in the hiring, training, moving and evaluating accounts payable staff
- Successfully built and maintained good relationships with clients, vendors and customers which increased the companies rating and review by 40%
- Developed a system of ensuring vendor master accuracy, ensuring timely and accurate invoice processing, reducing ageing of pending invoices and debit balance, improving paid on time and reconciliation of vendor balances
- Drove team to achieve process SLAs/metrics-productivity and quality targets within the established timeline
- Conducted quality checks and periodical review of process adherence
- Gained strong leadership skills by managing projects from start to finish
Procure to Pay Team Leader
Tata Consultancy Services
2020 - 2021
- Coordinated the day-to-day operation and maintained high levels of functional expertise with respect to customer’s processes
- Met 80% of key performance indicators as defined by the management in areas such as productivity, quality and turnaround time related metrics.
- Interfaced with project leader and delivery manager to address escalated issues
- Provided on time operational reports for regular client reviews
- Participated in recruitment activities and conducted technical interviews as per the governing recruitment policies
- Carried through spot-check QA activities on the assigned team members’ output delivered
- Focused on continuous improvement and manage implementation
Financial Analyst
Arconic
2014 - 2019
- Arranged analytical expertise on all tasks related order and invoice management, IT reporting as well as covering the backup for computer leasing coordination and asset ordering in Europe for the GIS lead team and fleet service management
- Executed 100% success as I ensured all procedural steps from requisition to payment
- Checked vendors’ data, coded non-PO invoices, negotiated with vendors and effectively managed fix asset inventory
- Created different reports in relation to the requested back office activities
- Collaborated with procurement, review contracts and manage related projects
Customer Service Team Leader
Nalco Water, An Ecolab Company
01.2006 - 01.2011
- Administered numerous cases at a time, set priorities and followed through on multiple situations to maximise customer satisfaction by 100%
- Interfaced with local manufacturing, shipping and transportation
- Kept clear communication on late deliveries and on order status towards customers and sales force
- Acted as a technical expert of the team and trained new employees
Education
Master of Business Administration - Business Administration and Management, General
Budapest Metropolitan University
07-2025
BA - Economics with specialization in Finance and Accounting
Tomori Pál College
01-2019
ITIL Foundation Certificate - IT Service Management
PeopleCert
01-2023
Associate's degree - Certified public accountant
Pallas 70
06-2021
OKJ - Accounting and Finance
Oktáv Zrt
01-2016
Skills
Foundation Certificate in IT Service Management
Business Management
Problem-solving
Customer service
Customer service management
Service documentation
Team collaboration and leadership
Continuous improvement
Multitasking and organization
Certification
Project Initiation: Starting a Successful Project
Languages
English
Advanced (C1)
German
Advanced (C1)
Hungarian
Bilingual or Proficient (C2)
Timeline
Customer Service Team Leader
Nalco Water, An Ecolab Company
01.2006 - 01.2011
BA - Economics with specialization in Finance and Accounting
Tomori Pál College
ITIL Foundation Certificate - IT Service Management
PeopleCert
Associate's degree - Certified public accountant
Pallas 70
OKJ - Accounting and Finance
Oktáv Zrt
Service Manager
Deutsche Telekom
2023 - Current
Project Manager
Kyndryl
2022 - 2023
Account payable team manager
Cognizant
2021 - 2022
Procure to Pay Team Leader
Tata Consultancy Services
2020 - 2021
Financial Analyst
Arconic
2014 - 2019
Master of Business Administration - Business Administration and Management, General
Budapest Metropolitan University