Janos Haber

Provide an operational point of contact for Customers and Service Delivery Management into the Production Line; Assure service delivery and invoicing in accordance with contracts (Service Level Agreements – SLAs, Operational Level Agreements – OLAs); Responsible to receive, review and decide on conditions of implementation of change and service requests; Drive the completion of the service acceptance, technical assurance and handover processes for all significant changes and implementations;

Leading the team of Change Coordinators consisting of 12 employees; Coordinate all the activities inside the team: development of the team, employees personal development, managing team budget, capacity management and hiring people; Assure SLA fulfillment and Managing Escalation both from customers and business partners; Defining of KPI’s for service levels; Conducting performance reviews for team members; Financial controlling, invoices and billing in collaboration with the Financial department;

Change Coordinator for all major internal customers having in scope the management and coordination of customer’s change requests; Controlling the change implementations and respectively the sub-project within the scope of the agreed due dates, costs and quality to the customer’s satisfaction; Responsible for sub-projects towards the project management for changes; Analysis of information, knowledge and experiences in the course of the change implementation and provision of the results in project reports.

Provide technical client support and technical issue resolution, in German and English languages via E-Mail and Ticketing Systems for various software packages developed by the company; Provide trainings and tutorials to clients in the use of the applications; Prioritizing and managing many open cases at one time; Quality testing and evaluating new releases of the applications, bug reporting; Develop and maintain installation, configuration, how-to documentation, and online help for customers;

Providing customer consulting before, during and after purchasing various products offered by the company; Deal directly with customers either by telephone or electronically; Maintenance of relations between the company and external service providers; Obtain and evaluate all relevant information to handle inquiries and complaints