Janos Beres

Experience

• 

  EDS, an HP company

  May 2006 - Sept 2008

  Participation in operation-specific projects, mentoring Team Leaders Managing & leading a team of 20-35 IT Service Desk agents (workforce management, people management, SLA management, process & quality management)

  • Senior Team Leader

    Jan 2008 - Sept 2008

  • Team Leader

    May 2006 - Jan 2008
• 

  HP

  Sept 2008 - Nov 2015

  Responsible for delivery of Service Desk services for global clients, reporting to global capability tower and regional account team leadership in a client-facing role. Operational leadership of a 110+ heads organization for delivering IT Service Desk Services to external clients to fulfil contractual service levels.

  • Service Delivery Manager

    Nov 2011 - Nov 2015

  • Operations Manager

    Sept 2008 - Nov 2011
• 

  Hewlett Packard Enterprise

  Nov 2015 - Dec 2015

  Service Delivery Manager

  Responsible for delivery of Service Desk services for global clients, reporting to global capability tower and regional account team leadership in a client-facing role.

• 

  UNICEF

  Jan 2016 - now

  Support identification, evaluation, and prioritization of continuous improvement projects; Recommend solutions using the most appropriate tools and methodologies; Perform gap analysis for supported services by conducting process reviews using Lean, Six Sigma and Agile practices; Make recommendations for improvements, agree with stakeholders; Oversee/conduct the implementation of changes; Ensure E2E integration of said business processes and solutions; Maintain the Global Shared Services Centre (GSSC) service catalogue and service level agreements; Balance demand for GSSC services with resource capacity; Review and analyze requests for changes to services and scope; Review catalogue items, streamline underpinning processes with focus on client requirements; Coordinate SLA/OLA target setting and maintenance; Conduct comprehensive review of GSSC SLAs/KPIs, identify areas for improvement, discuss and agree on improved targets & oversee their implementation; In accordance with demand management define, agree on & implement new SLAs/KPIs for new and existing services; Collect, analyze, and report on key performance metrics; Provide performance data & analysis; Integrate analytics capabilities into Performance Management and Reporting;Define, calculate, and agree on productivity metrics; Review productivity indicators and targets periodically; Analyze productivity results, highlight areas for improvement and recommend actions to achieve productivity goals; Upon demand assist management with resource calculations for new and existing services; Define and implement knowledge management guidelines; Agree on content with stakeholders; Define and implement volume forecasting to forecast expected incoming work volumes; Based on volume forecasts calculate resource needs per job level for workstreams to handle forecasted volumes; Review forecasts vs actuals & analyse results; Define and implement capacity calculations Show less

  • Account Officer

    Aug 2018 - now

  • Account Manager

    Jan 2016 - Aug 2018