Dorina Kocsis

Experience

• 

  Stefanini EMEA

  Apr 2007 - Aug 2023

  Service Manager of the Global Service Desk and End User Computing Services (On-site support, software packaging and deployment, OS patching, IT asset management) delivered for one of the Top 5 food & beverage companies in the world. My responsibilities ranged from business relationship management to process design and ITIL consultancy. My constant Customer focus and appetite for innovation established me as a trusted partner and advisor that helped the Customer's IT organization to become a true business enabler.• Ensuring services and processes are designed to meet contractual objectives and SLA's with the primary goal of increasing the customer satisfaction • Designing, implementing, and running an integrated operational governance framework• Financial management: consumption controls, charging (invoicing), budgeting and forecasting with an objective of cost reduction/ margin improvement while maintaining high customer satisfaction.• Evaluate all requested contract changes and estimate change cost and impact• Ensuring the completion of the service acceptance, technical assurance and handover processes for all significant changes and implementations.• Identify key improvement opportunities and drive the Continuous Service Improvement by combining Quality Management techniques with Proactive Problem Management and Shift LeftMain achievements: Successfully managed two renewals (one in 2012 and one in 2015) and managed to continuously increase the scope of the services provided.  Designed and implemented new services for O365 platform management that later constituted the basis for O365 platform management CoE within Stefanini Ensured a successful integration of two customers due to a merger between two approx. equally sized companies (increasing the user base from 12.000 to 28.000). The integration involved: AD integration, migration from one O365 tenant to another, consolidation of Network, Data Centers and SAP support providers, etc. Show less - Creating and implementing the Request Fulfillment, Incident Management, Problem Management, Quality Management and Knowledge Management processes for ITO projects, in line with ITIL V3 2007/2011. Training the teams on the new processes, monitoring their efficiency, and measuring their effectiveness.- Accountability for auditing and validating the implementation of best practices across the organization, providing expert consultancy to various customers around ITSM processes and Service Improvement opportunities.- As a collaborator of the Launch and Transition team I participated in the post-sales phases, starting with the data harvesting at the client's premises, continuing with the procedures and processes design, tailored to the customer's environment, up to the final handover to the operational team.- Leading process improvement projects, incorporating up-to-date approaches in identifying and developing customer-focused solutions.- Interacting with clients and 3rd party representatives in order to create new processes or streamline existing ones.- Acted as an Account Liaison for the IT Services for the EMEA region of a multinational customer. In this role, I interacted with business end users of all levels, ranging from factory employees to directors and VP's – later on I moved into the Service Manager role for the same customer. Show less - Develop and maintain knowledge content and delivery tool (SharePoint 2007 and CA).- Define Knowledge base structure.- Provide suggestions for new knowledge cases and creation of new knowledge articles.- Managing and reporting resolved problems.- Plan and conduct new hire and refreshment trainings.- Generate periodic reports to reflect the project KPI’s and finding solutions to improve them or better measure them.- Conduct operational meetings with the customer- Collaborate with a cross functional team to streamline and simplify the Identity Management (joiner-movers-leavers) processes on a global level within the company. Show less

  • Digital Service Management Office Director

    Jan 2016 - Aug 2023

  • Service Manager

    Apr 2012 - Jan 2016

  • Service Desk Process Coordinator

    Dec 2009 - Mar 2012

  • Knowledge Engineer

    Mar 2008 - Nov 2009

  • Support Technician

    Apr 2007 - Feb 2008
• 

  Booking Holdings (NASDAQ: BKNG)

  Jul 2023 - now

  Governance Manager