Klára Méhesova
Düsseldorf
Summary
Service delivery professional with proven track record in managing complex projects and improving client satisfaction. Skilled in resource allocation, process optimization, and risk management. Focused on fostering team collaboration and aligning with organizational goals to drive success. Known for flexibility in adapting to changing needs and consistently delivering results.
Knowledgeable with robust background in managing service delivery operations. Proven track record in enhancing service efficiency and driving team productivity through strategic planning. Demonstrated ability in stakeholder management and process improvement.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Global Service Delivery Manager
A&O IT Group
11.2023 - 11.2024
- Leading a Global IT Field support service for an international chemical company to ensure end users satisfaction and contractual obligations are met
- Responsible for SLA and KPI fulfillment on operational ad financial level
- Driving continues improvement plans and route cause analysis to improve service quality
- Leading and mentoring a team of IT experts world wide (Regional Service Managers, Asset Manger, Field Support)
- Maintaining relationship with customer, end-customer and external suppliers
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
Country Lead Germany & Cluster Lead Workplace Services CE
Jones Lang LaSalle
09.2022 - 10.2023
- Delegate Workplace Service for a multinational oil and gas company in Germany and Continental Europe
- Delivers facility services required in the vested partnership contract
- Held Landlords accountable, ensuring that terms of lease are being provided to client e.g
- External maintenance, central plant management
- Nurtured a close relationship with external partners to facilitate high quality service to the client
- Ensured that all services are completed in accordance with all SOP´s, statutory requirements, and within the client guidelines and country legal requirements for HSSE
- Supported retrofit project in clients HQ office
- Cultivated strong relationships with external partners to facilitate smooth coordination of resources necessary for project completion.
Senior Global Service Delivery Manager
A&O IT Group
03.2021 - 09.2022
- Leading a Global IT Field support service for an international chemical company to ensure end users satisfaction and contractual obligations are met
- Responsible for SLA and KPI fulfillment
- Driving continues improvement plans and route cause analysis to improve service quality
- Leading and mentoring a team of IT experts world wide (Regional Service Managers, Asset Manger, Field Support)
- Maintaining relationship with customer, end-customer and external suppliers
- Improved service quality, addressing client concerns promptly and professionally.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
Senior Service Delivery Consultant IT/Telecommunications
1ST Solution Consulting GmbH
08.2018 - 10.2019
- Enhanced customer retention and satisfaction by instigating a positive environment that increased the performance, quality and commercial impacts
- Supported implementation of the service delivery unit for Vodafone DE network deployment project (Lean Six Sigma methods)
- Consistently met or exceeded performance targets set by senior management through dedicated efforts and adherence to best practices.
- Participated in different RFQ´s as subject matter expert
- Anticipated and availed new business opportunities based on extensive experience
Service Director
Shields Environmental B.V.
03.2017 - 11.2017
- Deliver assistance in producing an optimal delivery plan to accomplish organizational goals
- Ensure customer retention and high levels of business performance, while monitoring teams
- Spearheaded and implemented cost proposals for the delivery solutions, led contract negotiations with the customer, and manage contracts with logistics providers
- Implemented contracts to ensure delivery compliance with the customer expectations
Operational Director Managed Services
Ericsson Croatia
03.2015 - 03.2017
- Contributed and supported transition and transformation of managed services within a largest operator organization in telecommunication industry in Croatia
- Delivered exceptional results consistently during tenure as Operational Director through meticulous planning, execution, monitoring, and adaptation of strategies.
- Coordinated all delivery units to attain optimal performance of the customer network (team of 150 Field Engineers)
- Managed material planning and logistic flow optimization projects to improve delivery performance and costs
- Obtained regularly business reviews with logistics suppliers to maintain partnership to foster business development and continuity
Managed Service Operations & Assurance Manager
Ericsson Germany
10.2003 - 03.2015
- Oversaw and improved the operational and financial performance of the Vodafone Multi-Vendor Spare Part Service contract needs
- Made deliberate efforts to improve operational and financial performance of the delivery solution in compliance with contractual and business case expectation. (20Mio P&L responsibility)
- Oversaw material planning and purchasing flow to meet service level agreement and optimize inventory turnover and costs .
- Developed strong client relationships through effective communication and proactive problemsolving.
- Established governance, organization and management structure to meet program protocols.
Education
Diploma - Dutch A S A Second Language
University of Groningen
The Netherlands Diploma - Economy, Languages, Tourism
Hotelova Aakademia Ludovita Wintera
SlovakiaDiploma -
Gymnasium Armina Vamberyho
SlovakiaSkills
- Senior Service Management
- Business Operations Management
- Client Relationship Development
- Team Leadership
- Contract management
- Training and mentoring
- Budget Planning & P&L
- Customer Engagement
- Strategic planning and execution
- Data-driven decision-making
- Logistics Management
- Operational Excellence
Certification
- ITIL v.4 Specialist: Direct, Plan and Improve
- ITIL v.4 Specialist Drive Stakeholder Value
- ITIL v.4 Specialist Create Deliver and Support
- ITIL v.4 Foundation
- Leadership of Professionals
- Finance for Non-Financial Managers
- Negotiation for Project Managers
- Presentation Skills
Languages
English
German
Dutch
Hungarian
Slovak
Italian
Russian
Awards
Key Contributor Ericsson award
The Key Contributor award is given to individuals identified as making a significant difference to the future success of Ericsson by outstanding performance, driving the strategic priorities of the company, and for being a role model to others.
Timeline
Senior Global Service Delivery Manager
A&O IT Group
11.2023 - 11.2024
Country Lead Germany & Cluster Lead Workplace Services CE
Jones Lang LaSalle
09.2022 - 10.2023
Senior Global Service Delivery Manager
A&O IT Group
03.2021 - 09.2022
Senior Service Delivery Consultant IT/Telecommunications
1ST Solution Consulting GmbH
08.2018 - 10.2019
Service Director
Shields Environmental B.V.
03.2017 - 11.2017
Operational Director Managed Services
Ericsson Croatia
03.2015 - 03.2017
Managed Service Operations & Assurance Manager
Ericsson Germany
10.2003 - 03.2015
- ITIL v.4 Specialist: Direct, Plan and Improve
- ITIL v.4 Specialist Drive Stakeholder Value
- ITIL v.4 Specialist Create Deliver and Support
- ITIL v.4 Foundation
- Leadership of Professionals
- Finance for Non-Financial Managers
- Negotiation for Project Managers
- Presentation Skills
Diploma - Dutch A S A Second Language
University of Groningen
Diploma - Economy, Languages, Tourism
Hotelova Aakademia Ludovita Wintera
Diploma -
Gymnasium Armina Vamberyho
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