Design Thinking & Agile in Transformationen

2/2013 – 11/2014

Indian outsourcing/offshore partner

• Co-ordinated a large-budget, large-scale global transformation project within the chemical industry
• Managed some 50 IT services matter experts in Germany, Belgium, India over one year, for the service transition and quality assurance process
• Worked with 5 contractors for IT application management, coaching throughout the transformation project
• Worked with, and directed, multi-cultural, multi-faceted teams of exports Germany, Belgium and India. Works included knowledge transfer for entire application management service
• Ensured communications were clear, positive, maintained and delivered on time and accurately across all parties

Transformation Management

2/2012 – 11/2013

• Delivered, through personal example and coaching, a team-wide attitude shift in the service delivery: SLAs, measurements, positive CRM and improved people development strategies delivered by managers
• Introduced the ITIL “Service Owner” role within the service model
• Rolled out an own-revised governance model
• Aligned the whole organisation, its handbook directions and its project planning
• Worked within EU steering committees in order to synchronize implementation and shift of mandates
• Evaluated the offshoreability compliance of certain functions of applications following the security regulations
• Liaised and worked with all teams to integrate cultures in order to best deliver the project
• Setup and delivered a range of international synchronisation and service production unit (Towers) workshops with some 10 leading managers in order to specify changes within the service work flow. Once a month in order to eliminate frictions and conflicts between the changing role concepts

ITIL

1/2011 – 2/2012

• Managed a broad-ranging project covering many separate yet related elements: de-escalation, improved communications, targeted recruitment, corporate culture change model, improved team-wide service quality understanding, program delivery (familiarisation and integration)
• Clarification of contract governance model in order to improve efficient contract implementation: CLARIFY, developing a new customer-centric (ITIL, COBIT) model
• Developed the FMO-based sub-stream “change management”
• Defined, implemented and monitored contracts, KPIs, workshops (various), skill and knowledge (IP) protection programs, improved communications and cost-based offshore optimisation

Transformation Management

6/2009 – 6/2011

• Complex contract migration of app. 2.500 TDN (Telekom Designed Network) business customers on to a new business model and IT platform. Transition into a new tarif model for the TDN services.
• Escalated the TDN contract migration for all relevant telecommunications services of these business customers
• Managed, as Program Manager, the BSS project portfolio (Legacy), (BS Now) and steering of the PMO
• Planned and implemented the migration of the standard T&Cs business the new business model and conditions over 18 Month in order to generate a lean and cost effective business transaction and interaction with the clients.
• Developed customer specifications in the context of the target architecture Development Order to Cash due to and in the response to client specific demands
• Developed an ORCA (transition architecture migration) project
• Developed and introduced a large-scale (significant projects: up to 1200 personnel) workflow management process: included construction of a migration database for data QA
• Called upon to assess and resolve project-wide critical issues (provided solutions through best practice mediation)
• Designed business process support systems spec for Billing, Feeders, System Interfaces and other
• Worked closely with production departments and internal/external project stakeholders to ensure projects-wide use of standardised processes and reporting tools (Clarity and more)

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