06.09.2022 aktualisiert
100 % verfügbar
Project and People Manager
München, Deutschland
Weltweit
Skills
People ManagementProject & Program ManagementService Delivery ManagementImplementation ManagementService ManagementBid ManagementconsultingTelecommnication specialistWAN / LANSecurity
- Customer Project and Program Management
- People Management
- Client Service / Success Management
- Service Delivery Management
- Bid Management
- Sales Engineering
- prince2 practitioner
- agile pm foundation
- itil v3
Sprachen
DeutschMutterspracheEnglischMutterspracheItalienischGrundkenntnisse
Projekthistorie
- Leadership of 90 Customer Service Delivery Coordinators located across Europe with day-to-day management activities and budget control of approximately $1m per annum.
- Responsible for the on time, on quality, and client satisfactory delivery of 1000+ managed services per month with the associated accountability of accurate Monthly Recurring Revenue (MRR) install forecasting and MRR recognition per month. Achieved highest net-positive installs result in GTT’s history in the fiscal year 2020 for DACH Region.
- End-to-end accountability for managing all aspects of the customer order fulfilment, including validation, service design, equipment procurement, engineer dispatch, implementation, service configuration, proactive customer communication and client relationship management to ensure an efficient and timely delivery and activation of customer services.
- Establishment of a customer centric organization. Improvement in customer experience from 6 to 8 CSAT points within 9 months, attracting new clients and reducing the churn rate significantly.
- Responsible for the CRM lifecycle Process and Organizational transformation to improve efficiency, quality, reduced lead times with the definition and adherence monitoring of KPIs, SLAs and OLAs as part of GTT’s operational excellence program.
- Pre-Sales and Bid Phase support for new sale opportunities ensuring adequate response to RFI/RFP client needs from a Professional Services CRM perspective. - Second highest escalation contact for all key stakeholder groups (Customers Sales, GTT executive Leadership and business Partners)
- Built and led a team of 8 Regional Service Managers, 7 Project Managers and 3 Service Delivery Coordinators for DACH Region.
- Responsible and accountable for the Customer Project Management Portfolio with 30 concurrent Projects on average and an overall budget of $20m TCV.
- Responsible and accountable for the CRM activities and retention of 60 high profile Clients served by Service Management with associated $40m billed revenue per annum.
- Initiation, planning and execution of Customer Quarterly Business Reviews and Service Improvement Plan meetings collaboratively with various key stakeholders.
- Pre-Sales and Bid support to position Project and Service Management to customers as a value add and sale of dedicated resources responsible of CRM activities pre-, during and post project implementation.
- Project and Service Management Methodology improvements and best practice establishment. - M2 Escalation point for Customers and internal Stakeholders
- Leadership of 10 Regional Project Manager in the DACH Region and 10 Central Service Delivery Coordinators based in Sofia, Bulgaria. A combined team with the responsibility for the successful Project Orchestration and for the implementation of associated deliverables on time, quality and within budget.
- Planning and Execution of Steering Board Meetings with strategic Customers on VP/C-Level to maintain smooth Project deliveries.
- C-Level metrics and financial forecasting / recognition reporting; Weekly RAG Management Meetings with key Stakeholders involved in the project deliveries.
- Senior Vendor Relations Management for 3 rd Party provided services as part of the Project Scope including initial contractual negotiation and SLA adherence monitoring throughout the contract term.
- Secondment of 6 months to Sofia, Re-organized and aligned the Service Delivery Department to the DACH Customer needs, resulting in 20% increase in installations per month.