Zoltan Voros
London,United Kingdom
Summary
Dynamic and customer-focused Senior IT Manager with 8 years of experience in Retail and Hospitality domains. Renowned for consistently delivering best-in-class technological initiatives on time. Proven ability to manage high-paced, high-stakes IT functions, overseeing 4 direct reports and 3+ matrix reports. Achieved outstanding uptime targets for mission-critical systems while driving continuous change and influencing a wide range of stakeholders.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
Senior Manager Retail IT Systems EMEA
Michael Kors Ltd.
London, United Kingdom
08.2023 - 01.2025
- Strategic Leadership: Forged collaborative partnerships with various business teams, including Store Operations, Loss Prevention, Tax, and Finance, promoting quick, solution-oriented weekly alignments to eliminate friction points and escalations.
- Budget Management: Owned a $1m per year budget for retail applications' releases (Capex), ensuring optimal allocation and cost management.
- Project management: Owned 8+ site openings across EMEA per year and CRM data validation API integration resulted in a measurable increase in Customer Lifetime Value (CLV).
- Vendor and Team Management: Built successful relationships with outsourced Level 1 teams and vendor-lead SMEs to ensure active and proactive support.
- Change Management: Pioneered and enforced Change Management procedures for all deployments across retail IT, reducing the number of implementations with issues by 74% YoY.
- Innovation and Digital Transformation: Led the review of mPOS solutions with the business and developed a strategic roadmap to implement a standalone solution during a multi-year implementation with new payment integration.
- Resource Planning: Responsible for resource management and forward planning team capacity up to 2 years in line with committed releases.
- Technology Integration: Oversaw the implementation of multiple integrations and enhancements against the existing retail technology stack for POS, ERP, and CRM.
- Revenue Growth: BNPL integrations across multiple channels resulted in multi-million+ £ in extra revenue across 6 countries.
- Operational Efficiency: Driven the technical implementation of a paperless store initiative, saving an average store around 5 days of labor cost per year from POS to BOH to ERP.
- Business Intelligence: Collaborated effectively with the business to enhance the robustness of BI reporting through the development of a multi-step automated cross-check 'shadow' reporting.
- Comprehensive Change Management: Delivered change across integration points touching on all channels of the business.
- Team Leadership: Managed 4 direct reports across project management, testing (QA and QE), and applications analyst disciplines.
Senior Retail Solutions Consultant (Contract)
Michael Kors Ltd.
London, United Kingdom
01.2023 - 07.2023
- Strategic Leadership: Worked with Senior Leadership to deliver a strong IT project portfolio across the EMEA region, establishing positive working relationships with cross-functional teams and stakeholders.
- Quality Assurance: Oversaw and drove QA work-streams for 19 EMEA countries across a varied legal and operational landscape.
- Resource Management: Supported and steered resource allocation on various Retail IT activities to maximize value delivered to the business while retaining IT operational flexibility from testing through deployment to post-mortem validations.
- Team Development: Actively engaged and worked with in-house and outsourced support providers to up-skill Level 1 technicians by providing internal documentation and SOPs.
- Escalation Management: Directed and guided activities around support escalations to achieve quick and thorough resolutions, at times being fully hands-on to retain momentum if required.
- Vendor Management: Managed an effective relationship with key Retail IT suppliers to allow the business to capitalize on new initiatives by deploying new solutions and enhancements.
- Communication: Delivered constructive and active communication across the business to manage and influence expectations and outcomes.
Business Applications Manager
itsu Ltd
London, United Kingdom
06.2019 - 01.2023
- Operational Innovation: Mapped out and enhanced the established kitchen video configuration and order flow logic to suit unique operational needs, enabling cost savings through shift optimization and reducing hot held waste, resulting in an average 1.5% weekly labor cost saving per store.
- Self-Service Solutions: Driven the implementation of self-service kiosk solutions across 40+ sites, achieving around 1% labor cost savings in certain operational models and increasing average ticket value by 12%.
- Stakeholder Management: Designed processes and policies, actively managing C-level stakeholders and multiple key vendors to achieve effective integration through continuous improvement and deployment stages.
- ePOS Enhancements: Worked closely with internal stakeholders to design and enact key changes to the ePOS environment, ensuring seamless operations for store teams.
- Vendor Management: Managed vendors to deliver multiple integration points (Uber, Deliveroo, Deliverect, CRM, Click and Collect, Loyalty, LiveStore), each delivering efficiency at scale.
- Technical Validation: Used Postman to validate and architect design solutions personally.
- Service Ownership: As a service owner for ePOS and Kiosk technologies, successfully negotiated SLAs and key deliverables with third parties, saving multiple salaries worth £50k annually while maintaining service quality.
- ITSM Standards: Established ITSM standards within the applications function, spearheading internal customer-centric documentation to improve self-service and reduce 1st-line support costs.
- ERP Implementation: Managed the implementation of MS Dynamics Nav and its transition into the support internal portfolio.
- Performance Optimization: Analyzed key bottlenecks in ePOS usage, delivering solutions to alleviate lags with database tuning, index optimization, and best practices for scripted job scheduling, reducing load times by up to 80% and saving 55 minutes daily in labor costs.
- Project Management: Project managed the greenfield migration of a mission-critical SQL 2012 POS data environment, delivering £8k quarterly savings and transitioning the service into a fully managed environment.
- Digital Transformation: Led an ambitious digital transformation program to migrate ePOS and Kiosk providers, creating a streamlined multi-API integrated stack, reducing application OPEX license costs by 16%, and integrating sales channels into the CRM platform.
- Revenue Generation: Developed a revenue-generating IT applications function to be licensed to franchisees.
- Change Management: Championed change management for applications, implementing Jira for managing change requests and holding weekly meetings with key suppliers to manage ongoing issues and developments.
- Agile and Scrum: Introduced Agile and Scrum methodologies to the applications team to increase productivity.
- DevOps Concepts: Established DevOps concepts to increase ownership and move towards a professional service.
IT Systems Engineer
itsu Ltd
London, United Kingdom
02.2018 - 05.2019
- POS Configuration: Configured POS and implemented new products and changes to the company menu and offers, ensuring accurate deployment across a complex and varying estate with 70+ stores.
- Hardware Solutions: Configured and implemented new POS hardware solutions to fit the needs of an ever-moving business, including tablet/mobile POS and limited but targeted functionality solutions.
- System Refresh: Implemented store-wide hardware and software refresh, ensuring minimal impact on trading and achieving 99% uptime in 2018.
- Data Visualization: Configured and managed SQL reporting services, Power BI reports, and Tableau visualizations.
- Server Management: Managed multiple Windows Server and MS SQL environments (2012, 2016, 2017), implementing best practices for DB backups, maintenance jobs, performance tuning, troubleshooting, and disaster recovery drills.
- Helpdesk Support: Oversaw itsu Helpdesk support, working towards business-agreed SLAs across various capacities, including WIN OS, MAC OS desktop support, WI-FI/TCP-IP network, AWS server maintenance, EFT systems configuration, upgrading, and mass deployment.
- Platform Support: Supported the Access Group ePOS, Fourth Hospitality platforms, and Dynamics Navision 365 solutions within the business.
- Vendor Management: Managed systems suppliers by maintaining good relationships while handling support cases and change requests.
- User Account Management: Ensured strong and secure user account management process compliance and documentation across all IT systems, including user account management and software releases.
Assistant General Manager
itsu Ltd
London
08.2017 - 02.2018
- Previously lead teams of 15 day-in and day-out in an operation with an approximate taking of £39k-41k (5 days); and a team of 18 with an approx
- Taking of £30k-32k (7 days)
- Assessed and created individual personal development plans to build a robust family tree to maximize engagement and minimize staff turnover
- Increased sales throughput by ensuring the highest food quality and availability along with a greater focus on outstanding customer service
- Oversaw adherence to all Health & Safety and Food Safety practices
- Planned holidays and effectively managed the staff Rota to maximize business potential while limiting downturn due to shortage of workforce
- Controlled and analyzed P&L to target a positive EBITDA
- As part of a labour (demand) productivity trial, live-tested a high impact solution for an age-old issue
- Provided regular feedback and critical hands-on analysis on trial's feasibility and improvement plan to the Customer success team at Fourth Hospitality, and itsu IT
Various Roles
itsu Ltd
London
07.2014 - 08.2017
Education
history of diplomatic relations
University of Debrecen
09.2006 - 07.2012
Skills
- ERP Implementation and Maintenance
- POS systems
- CRM system deployment
- Scripting
- Project management
- SQL and reporting
- Vendor management
- Critical thinking
- Team collaboration
Personal Information
Title: Senior IT Manager
Custom
References available upon request
Timeline
Senior Manager Retail IT Systems EMEA
Michael Kors Ltd.
08.2023 - 01.2025
Senior Retail Solutions Consultant (Contract)
Michael Kors Ltd.
01.2023 - 07.2023
Business Applications Manager
itsu Ltd
06.2019 - 01.2023
IT Systems Engineer
itsu Ltd
02.2018 - 05.2019
Assistant General Manager
itsu Ltd
08.2017 - 02.2018
Various Roles
itsu Ltd
07.2014 - 08.2017
history of diplomatic relations
University of Debrecen
09.2006 - 07.2012
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