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(Opdateret 2020-04-20)IT/TK Senior Service Manager
Berlin, Deutschland
Modersmål French, English
- Leadership of international Projects and Account Teams
- Senior Service Manager with Industryfocus
- Specialist for Transformation and Tool Integration
Kvalifikationer (9)
INTEGRATION
ITIL
BILLING
Transformation Processes
GOVERNANCE
Tool/Process Integration
ARCHITECTURE
FINANCIAL ANALYST
ServiceNow Integration
Resumé
- Specialist for Service Request Management and E2E Order to Cash Process
Developement.
- More than 10 years experience in Global Accounts for the Telecommunication
sector regarding Transformation Management and Run Phases.
- Leadership of international project and account teams.
Professionel erfaring
controlling
Process Development OtC
2020-04 - 2020-04
Proworks: ThyssenKrupp Focus: Forecast of Business Impact using the introduced procceses.
Introduction of the TBM (Technology Business Management) logic to combine
technical infrastructure data and the commercial world (SAP).
Technology Business Management E2E implemented with the help of controlling.
Individual Achievements
> Start of a service-oriented IT organization
> Straight Stakeholder management (CIO, CEO, CTO) to introduce ServiceNow to push
the process automization.
Introduction of the TBM (Technology Business Management) logic to combine
technical infrastructure data and the commercial world (SAP).
Technology Business Management E2E implemented with the help of controlling.
Individual Achievements
> Start of a service-oriented IT organization
> Straight Stakeholder management (CIO, CEO, CTO) to introduce ServiceNow to push
the process automization.
Business/Process Analyst
ThyssenKrupp
2020-04 - 2020-04
Focus: Analyses of the Billing processes to avoid cost buckets and missing assignments to the business.
Due to missing centralized procurement processes the necessity was given to
establish a new automized procurement IT/TC database.
Process analysis regarding Target Capabilities e.g. Unify.
Individual Achievements
> Implementation of an automized procurement IT/TC database (Problem: Inconsistent technical and commercial sources).
> Pushed maturity degree of Target Capabilities.
Due to missing centralized procurement processes the necessity was given to
establish a new automized procurement IT/TC database.
Process analysis regarding Target Capabilities e.g. Unify.
Individual Achievements
> Implementation of an automized procurement IT/TC database (Problem: Inconsistent technical and commercial sources).
> Pushed maturity degree of Target Capabilities.
Business Analyst
AOK/DAK
2020-04 - 2020-04
Focus: Financial/Cost SAP Analyse of DAK/AOK Account.
After T&T phase all the project cost center a highly overbooked. Implementation of an standardized cost center structure incl. Behaviour change to avoid future cost
element chaos. Interface upgrade from procurement to SAP.
Individual Achievements
> Analyses of 1800 cost element and its cleaning
> Implementation of finally 700 cost elements
> Allocation of 98% of unassigned costs
After T&T phase all the project cost center a highly overbooked. Implementation of an standardized cost center structure incl. Behaviour change to avoid future cost
element chaos. Interface upgrade from procurement to SAP.
Individual Achievements
> Analyses of 1800 cost element and its cleaning
> Implementation of finally 700 cost elements
> Allocation of 98% of unassigned costs
BID & Transformation Lead
T-Systems
2020-04 - 2020-04
Uniper Focus: Reply to the Invitation for tenders in short notice. Spin-off of the Uniper AG out of EON AG incl. staff. Transition and Transformation of the IT/TC services at Uniper.
Individual Achievements
> Succesfully Provider Catalogue splitt to distinguish between Uniper and EON on
employee level.
> Reshaping IT/TC processes based on ITIL and TBM with new breakouts into the commerccial systems.
> Introduction of ServiceNow for the Modules A) Servicemanagement B) Billing C)
Procurement
Individual Achievements
> Succesfully Provider Catalogue splitt to distinguish between Uniper and EON on
employee level.
> Reshaping IT/TC processes based on ITIL and TBM with new breakouts into the commerccial systems.
> Introduction of ServiceNow for the Modules A) Servicemanagement B) Billing C)
Procurement
Head of Department
EON AG
2020-04 - 2020-04
Order to Cash (OtC)
T-Systems: EON AG Focus: Operative Responsibility of the OtC processes of T-Systems EON Account, 4
direct reports with overall 39 FTEs.
Implementation of the contract part OtC.
Transformation of the former EON Governance and the operational infrastructure into
T-Systems. Optimization of the Build and Run Phase. Stabilization of the sales revenue
focused on IT/TC Ordermanagement.
Individual Achievements
> Setup of an homogeneous OtC team including helpdesk in India managed by HP.
> Takover and training of 32 FTE from EON into TSI. Plus training in India.
> Successfully implemetation of TSI portfolio and adaptation of EON services into the world of Deutsche Telekom e.g. Unify.
> First-time operation of "Consumtion Based Billing" in the TC environment of Deutsche Telekom on a global scale (20 countries, Revenue Sales per year: 250 Mio. €)
> Setup and implementation of 13 new process chains in direction Deutsche Telekom
Operations plus 10 other providers to handle 160.000 orders per year.
> Setup of nearshore activities/support in Hungary and India incl. 25 FTE for
decreasing the cost baseline.
T-Systems: EON AG Focus: Operative Responsibility of the OtC processes of T-Systems EON Account, 4
direct reports with overall 39 FTEs.
Implementation of the contract part OtC.
Transformation of the former EON Governance and the operational infrastructure into
T-Systems. Optimization of the Build and Run Phase. Stabilization of the sales revenue
focused on IT/TC Ordermanagement.
Individual Achievements
> Setup of an homogeneous OtC team including helpdesk in India managed by HP.
> Takover and training of 32 FTE from EON into TSI. Plus training in India.
> Successfully implemetation of TSI portfolio and adaptation of EON services into the world of Deutsche Telekom e.g. Unify.
> First-time operation of "Consumtion Based Billing" in the TC environment of Deutsche Telekom on a global scale (20 countries, Revenue Sales per year: 250 Mio. €)
> Setup and implementation of 13 new process chains in direction Deutsche Telekom
Operations plus 10 other providers to handle 160.000 orders per year.
> Setup of nearshore activities/support in Hungary and India incl. 25 FTE for
decreasing the cost baseline.
Head of Servicemanagement/Deputy Account Executive (int. WAN / VoIP Services)
Henkel KGaA
2020-04 - 2020-04
Focus: Takeover of the responsibility of the Servicemanagement Acount incl. 10 FTE.
Enlargement of the WAN infrastructure to Russia and China incl. succesfully
negotiations of Local Service Agreements.
Introduction with Procurement of a new network Hardware partner - NCR
Individual Achievements
> Boost of WAN revenue from 2,5 Mio /annum -> 6 Mio /annum
> Roll-out of WAN Service in CEE successfully in time and budget completed
> Customer KPI gained due to internal process optimization (Procurement of WAN lines in CEE)
> Successfully implemetation of TSI portfolio and Billing possibilities
> First-time overall negotiations initiated to decrease over all WAN provider costs and KPI's. Starting point of an overall Deutsche Telekom WAN Providermanagement.
Enlargement of the WAN infrastructure to Russia and China incl. succesfully
negotiations of Local Service Agreements.
Introduction with Procurement of a new network Hardware partner - NCR
Individual Achievements
> Boost of WAN revenue from 2,5 Mio /annum -> 6 Mio /annum
> Roll-out of WAN Service in CEE successfully in time and budget completed
> Customer KPI gained due to internal process optimization (Procurement of WAN lines in CEE)
> Successfully implemetation of TSI portfolio and Billing possibilities
> First-time overall negotiations initiated to decrease over all WAN provider costs and KPI's. Starting point of an overall Deutsche Telekom WAN Providermanagement.
Changemanager (Int. WAN and VoIP)
Henkel KGaA
2020-04 - 2020-04
Focus: Responibility for handover from AT&T to T-Systems.
Operational Startingpoint for WAN over 20 countries.
Implementation of WAN Services in Russia.
Negotiations for a Local Service Agreements with TSI Russia, Henkel Russia and the russian agency for telecommunication affairs.
Individual Achievements
> T&T succesfully completed
> First-time chief navigator for russian affairs in Moscow
> Introduction of new guidlines into Deutsche Telekom for the use of WAN hardware
in Russia (Encryption).
Operational Startingpoint for WAN over 20 countries.
Implementation of WAN Services in Russia.
Negotiations for a Local Service Agreements with TSI Russia, Henkel Russia and the russian agency for telecommunication affairs.
Individual Achievements
> T&T succesfully completed
> First-time chief navigator for russian affairs in Moscow
> Introduction of new guidlines into Deutsche Telekom for the use of WAN hardware
in Russia (Encryption).
Servicemanager (Computing Services)
T-Systems
2020-04 - 2020-04
smart Focus: Responsibility for Service- and Changemanagement
Automotive customer Smart (Application- and Computingservices).
Introduction of new processes for Change-, Incident- und Escalationsmanagement.
Renegotiations of SLA's and introduction of new computing services.
Deputy Account Executive.
Individual Achievements
> First-time Deputy Account Executive.
> Fully fledge ITIL implementation in time and budget
> First-time negotiations regarding SLA Management
Automotive customer Smart (Application- and Computingservices).
Introduction of new processes for Change-, Incident- und Escalationsmanagement.
Renegotiations of SLA's and introduction of new computing services.
Deputy Account Executive.
Individual Achievements
> First-time Deputy Account Executive.
> Fully fledge ITIL implementation in time and budget
> First-time negotiations regarding SLA Management
Systemadministrator (SAP, Oracle, DB2)
DC AG
2020-04 - 2020-04
Focus: SAP, Oracle, DB2 Administration and Implementations based on Sun Solaris,
Developement of new ITIL processes with focus on customer interfaces.
Individual Achievements
>Development and Introduction of a technical Wiki with an interfae to customer
knowledge plattform.
> Reshape of DB2 solutions to replace Oracle in a longterm perspective based on Sun
Solaris.
Developement of new ITIL processes with focus on customer interfaces.
Individual Achievements
>Development and Introduction of a technical Wiki with an interfae to customer
knowledge plattform.
> Reshape of DB2 solutions to replace Oracle in a longterm perspective based on Sun
Solaris.
Developer (Oracle, DB2 on Sun Solaris) / Technical Write
DC AG
2020-04 - 2020-04
debis Systemhaus: DC AG Focus: Developer for the European Datacenter of DaimlerChrysler.
Replacement of oracle by DB2 for cost reasons.
Planning of new technical writing database with remote access.
Individual Achievements
> Implementation of new DB2 releases with documentation and training plans
Replacement of oracle by DB2 for cost reasons.
Planning of new technical writing database with remote access.
Individual Achievements
> Implementation of new DB2 releases with documentation and training plans
Head of Transition Order to Cash
int. TC Services
2020-04 - 2020-04
T-Systems: EON AG Teamlead Transition
Setup and Design of Catalogue-, Ordermangement and Billing.
Setup of a project/operative OtC team.
Seamless takeover of the EON IT/TC infrastructure including EON staff.
Individual Achievements
> To go along with the greatest TC project TSI ever made (Revenue: 1,2 Mrd € for 5 years).
> Composition of Mobile Services (in 14 countries) with the help of Deutsche Telekom
and T-Mobile.
> Architecture and developement of a new Billing Systems incl. the reconciliation of different trusted sources.
Setup and Design of Catalogue-, Ordermangement and Billing.
Setup of a project/operative OtC team.
Seamless takeover of the EON IT/TC infrastructure including EON staff.
Individual Achievements
> To go along with the greatest TC project TSI ever made (Revenue: 1,2 Mrd € for 5 years).
> Composition of Mobile Services (in 14 countries) with the help of Deutsche Telekom
and T-Mobile.
> Architecture and developement of a new Billing Systems incl. the reconciliation of different trusted sources.
Servicemanager
Software Services Navision
2020-04 - 2020-04
T-Systems: BMW Focus: Implementation of a small business DB solution: Navision
Developement of a sales story based on small business solutions for BMW dealership.
Individual Achievements
> Developement and Introduction of a small database solution (Navision) at 40+ BMW
dealerships.
Developement of a sales story based on small business solutions for BMW dealership.
Individual Achievements
> Developement and Introduction of a small database solution (Navision) at 40+ BMW
dealerships.
Computer Scientist for Systemintegration
DaimlerChrysler
2020-04 - 2020-04
Focus: IBM AS/390 Mainframe, RexX, Sun Solaris Systeme,
Stuttgart Oracle and DB2 programming.
Individual Achievements
> Implementation "LAMP"-Systems for Enduser Content Management System of DaimlerChrysler AG
> First-time development of DB2 Instances on Sun Solaris Systems.
Stuttgart Oracle and DB2 programming.
Individual Achievements
> Implementation "LAMP"-Systems for Enduser Content Management System of DaimlerChrysler AG
> First-time development of DB2 Instances on Sun Solaris Systems.
Akademisk baggrund
Informatik
Stuttgart
2024-12 - 2024-12
Certificeringer
ITIL V3
Certified Servicemanager (T-Systems)
(T-Systems)
Certified Servicemanager
Certified ServiceNow Administrator