09/18/2026 updated
100 % available
Senior IT Service / Delivery Manager
Szeged, Hungary
Only remote
Master of Engineering in Information TechnologyAbout me
Experienced Client Service Representative with a demonstrated history of working in the IT and services industry. Skilled in IT Service / Delivery Mgmt, Change and Configuration Mgmt, Incident and Problem Mgmt, Service Level Mgmt, Data Center Mgmt, with extensive ITIL knowledge.
Capacity ManagementChange ManagementConfiguration Management DatabasesConfiguration ManagementGovernanceIncident ManagementIT Service ManagementITIL CertificationsTransition ManagementService DeliveryService Level ManagementVendor Relationship ManagementIT Operations ManagementServicenowKpi Reporting
ITIL v3 Process Design & Implementation
Extensive practical experience in building and improving ITIL-based service management processes and workflows, including Incident, Problem, Change, Configuration and Service Level Management across complex international environments.
KPI / SLA Management & Reporting
Strong background in KPI and SLA performance management, management reporting, governance reviews, trend identification and continual service improvement, including improving CMDB Health KPI from 83% to 95%+ within three months.
Configuration & Inventory Management (ServiceNow CMDB)
Extensive ServiceNow CMDB, Configuration Management and Asset Management expertise, including establishing Configuration Management Services from scratch and governing processes across data network, cloud, data center, server and database environments.
Managed Network Services (WAN/LAN/WLAN, Cisco/Juniper SD-WAN)
Long-term enterprise managed network services exposure across WAN, LAN and WLAN environments, with hands-on operational experience with Cisco and Juniper SD-WAN infrastructures.
Incident, Problem & Change Management
Design, implementation and governance of Incident, Problem and Change Management processes, including Root Cause Analysis, Known Error Database management and Escalation Management.
Service Transition & Operational Documentation
Supervision of IT project handovers into operations, creation of Operations Manuals, network topology diagrams, customer site documentation and SharePoint-based documentation repositories.
Vendor / Supplier Management
Cross-supplier governance experience in complex international multi-vendor environments, coordinating Service Desk staff, vendors and external suppliers.
Service Review & Governance Meetings
Leading monthly customer-facing Service Review and Governance Meetings, reporting on service performance, KPIs, SLAs, risks, issues and improvement actions.
eBonding & ITSM System Integration
Coordination of eBonding projects integrating ITSM systems and supporting cross-system process alignment.
Capacity & Performance Management
Support of Capacity and Performance Management and Planning, as well as Data Center Service Management activities.
Extensive practical experience in building and improving ITIL-based service management processes and workflows, including Incident, Problem, Change, Configuration and Service Level Management across complex international environments.
KPI / SLA Management & Reporting
Strong background in KPI and SLA performance management, management reporting, governance reviews, trend identification and continual service improvement, including improving CMDB Health KPI from 83% to 95%+ within three months.
Configuration & Inventory Management (ServiceNow CMDB)
Extensive ServiceNow CMDB, Configuration Management and Asset Management expertise, including establishing Configuration Management Services from scratch and governing processes across data network, cloud, data center, server and database environments.
Managed Network Services (WAN/LAN/WLAN, Cisco/Juniper SD-WAN)
Long-term enterprise managed network services exposure across WAN, LAN and WLAN environments, with hands-on operational experience with Cisco and Juniper SD-WAN infrastructures.
Incident, Problem & Change Management
Design, implementation and governance of Incident, Problem and Change Management processes, including Root Cause Analysis, Known Error Database management and Escalation Management.
Service Transition & Operational Documentation
Supervision of IT project handovers into operations, creation of Operations Manuals, network topology diagrams, customer site documentation and SharePoint-based documentation repositories.
Vendor / Supplier Management
Cross-supplier governance experience in complex international multi-vendor environments, coordinating Service Desk staff, vendors and external suppliers.
Service Review & Governance Meetings
Leading monthly customer-facing Service Review and Governance Meetings, reporting on service performance, KPIs, SLAs, risks, issues and improvement actions.
eBonding & ITSM System Integration
Coordination of eBonding projects integrating ITSM systems and supporting cross-system process alignment.
Capacity & Performance Management
Support of Capacity and Performance Management and Planning, as well as Data Center Service Management activities.
Experience
Professional experience10+ years
Freelancer since2019
Languages
EnglishFluentHungarianNative speakerSerbianFluentCroatianGood
Project history
Established a Configuration Management Service from scratch within the first six months after go-live. Governed Configuration Management processes across data network, cloud, data center, server and database environments. Improved monthly CMDB Health KPI from 83% to 95%+ within three months. Ensured Configuration Management changes and service requests are completed within agreed targets with no SLA failures since contractual go-live. Produced regular and ad-hoc management reports and resolved data inconsistencies contributing to financial disputes. Developed extensive ServiceNow CMDB, Configuration Management and Asset Management expertise.
Designed, implemented and governed Change and Inventory/Configuration Management processes for a major enterprise customer in a managed network services environment. Designed Incident and Problem Management processes and created the complete Operations Manual. Supported process maturity and continual improvement across operational teams including Service Desk and NOC. Led monthly customer-facing Service Review and Governance Meetings. Managed SLA/KPI performance, Incident, Problem and Escalation Management, Root Cause Analysis and Known Error Database. Worked extensively with enterprise WAN/LAN/WLAN services and Cisco/Juniper SD-WAN environments. Created and maintained network topology diagrams and SharePoint-based documentation repositories. Supervised handover of IT projects into operations and planned a major Service Desk Transition increasing customer satisfaction from 74% to 96% within six months. Coordinated an eBonding project and supported Capacity and Performance Management.
Performed Configuration (Inventory) and Change Management activities, system configuration, ticket and template management. Coordinated Service Desk staff and vendors and contributed to customer Service and Governance Reviews and reporting. Acted as manager backup and supervised and coordinated NOC Tier 1 teams in the Amsterdam office. Provided first-level triage and troubleshooting support in Cisco LAN, WLAN and WAN environments.