Gabor Papp

Experience

• 

  GE Lightning

  Jan 2000 - Jan 2002

  Heldpesk agent

  Provide 1st and 2nd line IT support by phone.

• 

  Synergon Nyrt

  Jan 2002 - May 2004

  Desktop Support

  Provide Desktop Support services to the clients

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  EDS an HP Company

  May 2004 - Apr 2009

  Delivery Manager / Transition Manager

  Set up WINTEL Server Management team from scratch, starting with 8 FTEIntroduce ITIL model within the WINTEL teamManage 55 FTE with 4 supervisors at the end state, using the ITIL framework methodology.Participate in SOX auditActive responsibilit in the Proof of Concept program over SKF account (introducing global ITIL framework) Transition Project Management: Transfare account operation from Western Europe to Hungary. Follow up from CMO, TMO thru FMO.Cost Centre Management - 2,5M USD yearly revenue Show less

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  Synergon System Integrator

  Mar 2009 - Dec 2012

  Outsource Business Unit Manager / Delivery Manager

  Service Delivery ManagementDefine Outsource StrategyLead Outsource projectsLead Business Unit (Remote Management Team, On Site Teams, Service Desk, Process Management)Manage 50 FTESettle ITIL as a working modell thru the company, and achieve ISO20000P&L management - apprx.: 10M EUR yearly revenueAccount managementOrganization TransformationTransition Management

• 

  Systemax

  Dec 2012 - Nov 2015

  Direct EMEA support teams to provide services to the Business - 1st, 2nd, 3rd lines, process management (Change and Problem)Manage EMEA country consolidations, moving systems to SBS DataCentre at Budapest, retire old infrastructure (8 countries, 12 locations)Manage Vendors, and 3rd party service providers EMEA wideManage 8 country Cost Center (app. 5M USD budget)Work on PCI/SOX compliancesManage ISO27001, ISO9001, audit successionConduct and fine tune SLA levels towards the BusinessContinue work on the ITIL Service Operational Model based IT operationImplement Hornbill Supportworks Service Management toolTransition from Hornbill to JIRA Service Management Tool Continual Service Improvement initiatives focusing on the BusinessWork and support with ERP systems PCS, Mailbrain, SAPFine tune and expand VDI infrastructure at EMEALead various IT projects (ie.: LYNC2013, VDI, JIRA, Hornbill, VPN, etc implementations)People Management Show less As EMEA IT Service Manager responsibility to deliver services with high quality and with added value to the Customer in 8 Country at EMEAResponsible for EMEA IT Service Delivery Teams – IT Service Desk, Technical Field Support, Infrastructure SupportTransition and consolidation management – identify country level services and consolidate them into our global service deliveryIntroduce ITIL Service Management Operational Modell based on the ISO20000 requirements (project)P&L managementPeople ManagementPCI/SOX audit participationParticipate in acquisitions (due diligence etc.) Show less Joined the Company in the very beginning as a "second employee" to build IT Service Operations at the Hungarian SSC to provide services to EMEA. Set up IT Service Desk from scratch based on ITILIdentify IT Service Desk and Service Management StrategyTransition work from 8 countries in EMEA. Implement Service Management Tool (Hornbill SupportWorks)Define and introduce SLA and Service CataloqueIntroduce Processes and Procedures within the CompanyManage PR campaign for Service Desk and ITHandle Company Cultural changesTake position as leader in creation of the complete Service Delivery Model Show less

  • Service Director EMEA IT

    Jan 2015 - Nov 2015

  • Service Manager EMEA IT

    Feb 2014 - Jan 2015

  • IT Service Desk Manager EMEA / SD Transition Project Manager

    Dec 2012 - Feb 2014
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  Invitel

  Nov 2015 - Jul 2016

  Senior Manager - Corporate Network Operations

  Lead B2B Telco and Network operations, construction, and architect teams. 100+ FTE-s, who provide services (IP, Voice, DATA) more than 7.000 customersStabilize employee motivation, define appropriate incentive programsDefine roles and responsibilities and restructure teams accordinglyReevaluate vendors and subcontractors to gain savingsDeploy business development plans to increase revenue and competece levelsEnroll ITIL operations model, introduce Incident, Problem, Change management and introduce the terms of Service Management on Telco/Network operationsReshaping operations towards a more System Integrator mindset than a box moving orgnazationFInancial ManagementIntroduce Utilization management Show less

• 

  One Solutions

  Jul 2016 - now

  - Lead Service Excellence Unit (including: Service Management, Process Management, Application Management, Project Management and Coordination, Robotics and Automation)- Introduce Service Excellence over the Technical Department (Telco and IT) (~335 FTE)- Set up a bridge between External departments like Sales, Presales, Marketing- Achieve ISO20000 over the full Technical Department- Fine tune Process Management- Set up a PMO department, transform Project Coordination and PM-s- Introduce Robotic Process Automation (RPA), - Identify processes task for automation/robotisation, also identify WASTE do speed up delivery units- Operate and develop internal applications (Vitrin, ICD)- Increase implementation volume- Minimize SLA failures Show less Lead B2B Telco and Network operations, construction, and architect teams. 100+ FTE-s, who provide services (IP, Voice, DATA) more than 7.000 customersStabilize employee motivation, define appropriate incentive programsDefine roles and responsibilities and restructure teams accordinglyReevaluate vendors and subcontractors to gain savingsDeploy business development plans to increase revenue and competece levelsEnroll ITIL operations model, introduce Incident, Problem, Change management and introduce the terms of Service Management on Telco/Network operationsReshaping operations towards a more System Integrator mindset than a box moving orgnazationFInancial ManagementIntroduce Utilization managementGain MEF2,0 certificate over our Carrier Ethernet Network Show less

  • Head of Service Excellence, Senior Manager

    Jan 2025 - now

  • Head of Service Excellence, Senior Manager

    Sept 2017 - Jan 2025

  • Corporate Telco and Network Services Senior Manager

    Jul 2016 - Sept 2017