Balázs Páll

Experience

• 

  IT Services Hungary Kft.

  Jun 2006 - Jan 2009

  - 2nd line Desktop support transition- Team Management 7x24 Team Team Coordinator supporting Austrian customers Service Desk Agent supporting Austrian customers; Lotus Notes expert; Lotus Notes handbook, Service improvement initiatives

  • Team Leader

    Sept 2007 - Jan 2009

  • Team Coordinator

    Apr 2007 - Sept 2007

  • Service Desk Agent

    Jun 2006 - Apr 2007
• 

  IT Services Hungary Kft.

  Aug 2009 - Jan 2014

  Head of Service Delivery Unit

  Leading the day to day activities of the Service desk and Local IT for DACH & HUN region on two locations. (Budapest + Debrecen 70 FTE)Delivery Management: Oversees the delivery organization which serves 40 customers supported in 6 languages. Responsibilities: Stakeholder management in a multidimensional matrix organization, finance management (cost/income planning, GP% responsibility), SLA delivery for 40+ contractual SLAs, forecast based capacity planning, continuous service improvement, projects transitions etc. Results: BEST GP% among the peer delivery unitsHuman Resource Management: Managed the work of 70 FTE including diverse functions, service desk, local IT support, 2nd level remote support, application support and automation. Management includes: recruitment, performance management, employee engagement, competence planning, leadership development, talent management, etc. Stakeholder management: Serves as primary POC for all the senior stakeholders of all the supported projects within the matrix organization. For example, regular business reviews, proactive management of new business opportunities, regular CSAT reviews and improvement discussions Show less

• 

  Cognizant

  Jan 2014 - now

  Leads firm’s first international Shared Service Desk (SSD) & the local L&D team Delivery Management: Oversees the delivery organization, which serves 13 customers supported in 10 languages with people from 30+ countries. Responsibilities: Stakeholder management in a multidimensional matrix organization, finance management (cost/income planning, GP% responsibility), SLA delivery for 60+ contractual SLAs, forecast based capacity planning, continuous service improvement, project transitions, and many more. Results: Highest NPS score (80) within the industry in 2019.Human Resource Management: Manages the work of 103 FTE including 2 operations managers, 8 team leaders, trainers, and a business support team. Management includes recruitment, performance management, employee engagement, competence planning, leadership development, talent management, etc. Results in Cognizant: Highest employee satisfaction score Europe 2020, lowest attrition in Hungary 2020 (15%), highest personal 360 Score among the peers.L&D Management: Successfully performed the leadership career path from analyst to senior manager. It is an end-to-end process that includes the Training strategy, Assessment center (AC) policy, including a variety of AC exercises, AC evaluation sheet with formal feedback sheet and personality test, feedback process, 3 level training program etc. Results: Successfully nominated 26 people to various leadership positions, clear success stories (Analyst to Manager within 4 years), trust in leadership regarding leadership career opportunities.Business development: Develops and maintains the Shared Service Desk long term strategy, which enables an extensive growth for projects using this platform. Result: Extensive growth since 2016 within the Shared platform, 25 to 103 FTE, 2 to 13 project Show less Acted as Business Development Manager for the international service desk of the biggest Swiss bank. (150 FTE operation, strict Swiss bank SLAs/KPIs)Stakeholder Management: Found the balance among various strategic interests of different projects and customer stakeholders to significantly improve the SLA fulfillment Results: Using Six Sigma principles, the project managed to reach the required SLAs within 9 months. (MTTR 1h/24h improvement from 5x% to 7x%, FCR Improvement from 6x% to 7x%)Business Development: Developed the sustainable development strategy for the project to continuously reach the contractual SLA and compliance requirements (ISO 20000, HDI). It includes the introduction of new processes, quality parameters, internal KPIs, and regular standard practices (creation of “bridge” plan, daily ticket scrub, new dashboards, process management, etc.). Show less

  • Senior Delivery Manager & L&D Manager

    Dec 2015 - now

  • Business Development Manager

    Jan 2014 - Dec 2015