Robert Kosina

Managing delivery of different services by coordinating daily operation of ca. 25 IT professionals providing infrastructure, security, application, collaboration and virtualized workplace services for multiple accounts; Addressing customer escalations; Charging of delivered services for monthly billing; Controlling handover of transition project deliverables for “Go-Live” and BAU operations; Facilitated improvement of delivery processes to ensure customers satisfaction

Acted as improvement project advisor and trainer on Lean and Six Sigma methodologies to drive & enhance the SSC’s internal “Continuous Service Improvement Program” by mentoring project teams; Developed automated solutions via MS Excel VBA for finance and HR; Prepared Vodafone’s global monthly mobile phone sales data; Delivered KPI Dashboard about finance, supply chain & IT processes run by the SSC & 20+ Vodafone companies to SSC leadership.

Implemented ITIL based Service Desk processes in the global SAP transformation project; Coordinated the Service Desk enablement activities for UAT, TCO, Go-Live, “Hypercare” and BAU phases in SAP release waves for 20+ VF companies, supported locally at VF UK & NL; Led Service Desk operational standardization and automation project increasing efficiency by 12%; Delivered & automated Service Desk KPI Dashboard; Transitioned reporting & SAP User Management process to VF SSC India

Controlled, reported on the Help Desk’s and internal IT delivery teams’ daily operation and performance; Created KPI reports; Managed ca. 12 IT specialists by prioritizing, delegating, tracking assigned tasks; Ensured all Help Desk support processes and knowledge articles are transitioned during the outsourcingtimely and in expected quality; Led Six Sigma cross-functional project with HR & IT to speed-up new employees’ hiring & onboarding process

Performed ITIL based business application and SAP support in the incident, major incident, change, problem and knowledge management for multiple accounts; Executed Service Desk process and knowledge transition as part of an outsourcing project. Gained experience in IT service delivery, service operation and service transition.

German language