Global Service Derlivery & Program Manager

8/2022 – 6/2023

Restrukturierung der aktuellen IT-Struktur um Kundenbedürfnisse zu matchen mit Realität und Vertrag.
Kommunikation mit allen Stakeholders im gesamten End-to-End Prozess
Planung, Umsetzung und Durchführung einer Get-to-Green Strategie zur Stabilisierung der Workplace Services
Übergabe an Operative

Change Management, Kommunikationsberatung, Projektmanagement (IT), Service Management

2/2021 – 7/2022

Coordinated operational activities, ensuring compliance with industry regulations and company standards.
Developed and implemented process improvement initiatives, resulting in productivity enhancement with direct margin impact of ~9 million $ margin increase.
Created, executed and monitored key performance indicators (KPIs) to assess operational efficiency (representable for all Levels) and identify areas for improvement.
Conducted cost analyses and implemented cost-saving measures with 1-to-1 benefits for client, resulting in early contract prolongation ensuring additional revenue of > 45 million $ within 1 year.
Collaborated with cross-functional teams to develop and implement standard operating procedures (SOPs) and establishing a Europe-guided, worldwide acting Service and Project Management Governance with a C-SAT of consistently beyond 98 % and a recommendation rate of above 95 %.
Led successful cross-departmental projects, driving collaboration and achieving project objectives within allocated timeframes.
Participation in any:
o Sales process from RFI to BAFO completion
o Solution Designing from processes to technology and staffing requirements
o HR process onboarding of any key position
o Finance process from invoicing to optimizations
o Transition and Transformation execution from signing until COC
o BAU process from COC to EOL of contract including

ITIL

7/2020 – 12/2020

Erstellung aller Antwortsunterlagen und Präsentationen für die Beantwortung des RFPs. Planung und Umsetzung der Transition und Transformation und Übergabe an die Operation. Planung der Kapazitäten und Timelines inclusive Erstellung der Budgetsheets. Der RFP verlief über folgende Bereiche:

o Publishing & Social Services
o Document & Productivity Services
o Email Services
o File Sharing Services
o Conferencing & Instant Messaging
o Telephony Services
o Workspace Services
o Computer, Mobile, Virtual Desktop and Workstation Asset Provisioning
o OnSite Services

Planung / Kontrolle Auslandsaktivitäten, Change Management, Transformation Management, Transition Management, Kommunikationsberatung