Balazs Brauner
Angestellt, Head of Operations, SMATRICS GmbH & Co KG
Vienna, Österreich
Werdegang
Berufserfahrung von Balazs Brauner
Bis heute 1 Jahr und 8 Monate, seit Nov. 2022
Head of Operations
SMATRICS GmbH & Co KG
Bis heute 4 Jahre und 3 Monate, seit Apr. 2020
Service Management Consultant
Self-employed
2 Jahre und 8 Monate, Apr. 2020 - Nov. 2022
Head of IT Service & Infrastructure
eHealth-Tec GmbH
2 Jahre und 5 Monate, Sep. 2017 - Jan. 2020
Sr Regional Service Manager - Central EMEA
Tesla
- Operational and strategic lead for the Central EMEA Service organization - New market entries in Central Europe - Accountable for the service performance across the region with strong focus on customer satisfaction, efficiency improvements and financial performance - P&L accountability on a regional level - Driving the continuous improvement of the service processes and locations
1 Jahr und 5 Monate, Mai 2016 - Sep. 2017
Head of End user Services EMEA (Novartis)
Wipro TechnologiesResponsible for the Service Delivery for the Novartis client in the EMEA region including: - Service Desk - On-site services - Vendor management - CSIP - Reporting - Service Level management - Asset management - Single point of contact to the client for all delivery related matters - Leading several local and virtual teams - Manage operational budget activities for service(s) within area of responsibility
Global ownership of Field IT support and the IT Service Desk • Single point of contact for my client Constellium (Aluminium industry) • Daily monitoring of the service performance • Creation of monthly performance reports • Implementation relevant ITIL processes to meet client expectations, including a CSIP programme • Manage operational P&L for all provided services
Global responsibility for the Service Delivery out of all Managed Service Centers serving two of our global, industry leading clients. - Global ownership of Services, SLA’s, all ITIL and other processes. Focused on harmonisation and alignment of these functions and global consistency across the regions - Implementation of CSIP program, including its governance structure - Management of Service Desk related projects - Management of several teams across multiple geographical locations (~250 people)
Responsibility for the Novartis EMEA account and 11 SLA's - Disciplinary leadership of 30+ Service desk agents and 2 team leads - Worked in a pre and post-sales capacity - Process owner for Incident, Problem, CSAT & Service Request management - Responsible for the design and maintenance of comprehensive, cost effective service delivery and target attainment, involving common ITIL functions, such as Change Management, Incident and Problem Management and Reporting streams
- Knowledge transfer activities in frame of projects, service extensions, implementations and transitions - Ownership Steady State Knowledge Management Process - Managing the client accounts knowledge and building knowledge content - Organization of knowledge workshops to do periodic knowledge reviews - Responsible for building, maintaining of the training curriculum and the related training material - Maintenance of account Team Rooms (Sharepoint 2007&2010)
Technical lead for the Novartis IT Service Desk - SLA performance management - Phone queue monitoring - Provision of technical assistance and trainings to Service Desk agents - Preparation of knowledge and training documentation
- Provided support via phone and email - Maintained close relation ship with 2nd and 3rd level support groups - Ticket documentation using HPOV and BMC ITSM toolset
2 Jahre und 2 Monate, Jan. 2006 - Feb. 2008
IT Service Team lead
PC Direct Kft
- Distribution of work and tasks to team - Handling of customer complaints - Technical training of the technicians
Sprachen
Deutsch
Muttersprache
Ungarisch
Muttersprache
Englisch
Fließend