Service Deliver Manager
Juniper
Schlagwörter
Kundenbeziehungsmanagement
Audits
Business To Business
Unternehmensverwaltung
Kundendienst
Vertrieb
Projektmanagement
Partner Relationship Management
Vorverkauf
Programm-Management
Skills
Service Delivery | Service Readiness | Transition, Transformation Management | Assurance Management | RAN/Core Project Management | Global Delivery Management | Migration and Implementation Management | Communication Skills | Project start-up | Service Management | Customer Management | QoS Audits | Radio NW Optimization |
B2B | E2E | Customer Focus | Contract, Stakeholder and Partner Management | Customer Care | Program Management
| Recourse Management | Pre-Sales and Post-Sales | Live Cycle Management | Technical Management | Service Managed | Business Management Start-up | CRM | PMO | Account Management
B2B | E2E | Customer Focus | Contract, Stakeholder and Partner Management | Customer Care | Program Management
| Recourse Management | Pre-Sales and Post-Sales | Live Cycle Management | Technical Management | Service Managed | Business Management Start-up | CRM | PMO | Account Management
Projekthistorie
05/2023
-
05/2023
* Customer SPOC for all Project and Program related tasks to Contrail Cloud NFVI (NIMS)
* Managing Client expectations incl. leading Tiger Call out and War Rooms
* Coordination Customer requests on delivery and Change Board
* Reporting on daily, weekly and monthly Steering Meetings the success Rate and Program Issues
* Overviewing Incident Ticket follow up
* Reporting internally the Incident Burndown
* Deep dive particular technical problems, on demand
* Serve as lead in coordination & communication between the customer, sales, services & engineering
teams
* Construct clear plans of action and drive clear demarcation of ownership and accountability
* Coordination and analysing integration strategy plan with suppliers e.g Red Hat, IBM
* Managing Client expectations incl. leading Tiger Call out and War Rooms
* Coordination Customer requests on delivery and Change Board
* Reporting on daily, weekly and monthly Steering Meetings the success Rate and Program Issues
* Overviewing Incident Ticket follow up
* Reporting internally the Incident Burndown
* Deep dive particular technical problems, on demand
* Serve as lead in coordination & communication between the customer, sales, services & engineering
teams
* Construct clear plans of action and drive clear demarcation of ownership and accountability
* Coordination and analysing integration strategy plan with suppliers e.g Red Hat, IBM
05/2023
-
05/2023
Project Manager
Nokia Portugal, Telenor SCIP
* Main Tasks and responsibilities include the timely delivery of 3DC in Norway
* Weekly and Monthly Customer Reporting
* Monthly Steering for the updates of the Project Plan and Timelines
* Recourse updates and management
* Tracking delivery SLA's and KPI's
* Reporting and aligned with project customer deliverables
* Coordination and scheduling DC Visits and activities jointly with TPM's
* Weekly and Monthly Customer Reporting
* Monthly Steering for the updates of the Project Plan and Timelines
* Recourse updates and management
* Tracking delivery SLA's and KPI's
* Reporting and aligned with project customer deliverables
* Coordination and scheduling DC Visits and activities jointly with TPM's
05/2023
-
05/2023
Global Service Manager
Telefonica Spain
* Managing 4 Highly valued Multinational Customer accounts within Europe and LATAM
* Responsible for the Client day to day Operational success
* Overseeing the monthly Billing and Invoicing
* Tracking and logging NW changes, cancelations and new mWAN/SDWAN sites
* Controlling and issuing new Service Acceptance Certificates
* Leading and preparing monthly customer review meetings
* Preparing monthly customer Invoices and Billing forecasts
* SPOC for any client question and concerns regards daily Operation
* Managing Client day to day issues and requests
* Client Contract management
* Tracking and reporting Inventory
* Reporting and overviewing SW, HW EoL support
* Close interaction with Sales and Presales
* Managing yearly sales forecast
* Monitoring and Reporting SLA's and KPI's
* Control of Project forecast and Cost
* Reporting quarterly P&L based on side Implementation forecasts
* Responsible for the Client day to day Operational success
* Overseeing the monthly Billing and Invoicing
* Tracking and logging NW changes, cancelations and new mWAN/SDWAN sites
* Controlling and issuing new Service Acceptance Certificates
* Leading and preparing monthly customer review meetings
* Preparing monthly customer Invoices and Billing forecasts
* SPOC for any client question and concerns regards daily Operation
* Managing Client day to day issues and requests
* Client Contract management
* Tracking and reporting Inventory
* Reporting and overviewing SW, HW EoL support
* Close interaction with Sales and Presales
* Managing yearly sales forecast
* Monitoring and Reporting SLA's and KPI's
* Control of Project forecast and Cost
* Reporting quarterly P&L based on side Implementation forecasts
01/2012
-
05/2023
Back Office Core Manager
Huawei
* Managed back office core operations with 15 direct reporting engineers during the (3 month)
Service management start-up phase,
* Planned works analysis, on call schedules, planning for long and short-term projects, escalation
management, MOC (Manager on Call)
Service management start-up phase,
* Planned works analysis, on call schedules, planning for long and short-term projects, escalation
management, MOC (Manager on Call)
01/2012
-
05/2023
Operation Transition / Transformation Manager
Huawei
* Responsible for the technical success in the transition and transformation phase for the back
office, involved the recruitment of multinational resources, defining resource schedules,
conducting interviews, planning and risk management and co-ordination of trainings
* Aligning on and adapting on Customer requirements
* Setting up new Office environment for FO and BO
* Overseeing and aligning on agreed KPI and SLA definitions
* Agreeing and finalizing Operational Manuals and Handbooks
office, involved the recruitment of multinational resources, defining resource schedules,
conducting interviews, planning and risk management and co-ordination of trainings
* Aligning on and adapting on Customer requirements
* Setting up new Office environment for FO and BO
* Overseeing and aligning on agreed KPI and SLA definitions
* Agreeing and finalizing Operational Manuals and Handbooks
01/2012
-
05/2023
Senior System Specialist (QoS Auditing)
Qtel
* Analysed KPIs, conducted performance checks, system audits and provided alarm data analysis while
also analysing dimensioning rules, capacity and utilisation
* Result Presentation and Analysis as part of the QoS Audit
* Direct reporting to the Telcom Regulators
also analysing dimensioning rules, capacity and utilisation
* Result Presentation and Analysis as part of the QoS Audit
* Direct reporting to the Telcom Regulators
04/2019
-
12/2019
Programm Manager
Hub Technology LATAM
* Successfully archived the start-up and Portfolio expansion
* Coached existing and new Recourses
* Managed and negotiated new Program and Project Contracts towards suppliers and vendors
* Responsible and accountable for the B2B strategy and Processes
* Successful implemented Company Business strategies and Policies
* Implemented a new Business E2E Contract Management structure
* Business development and CRM
* Management of new and current Accounts
* Budgeting and Finance Program control
* Coached existing and new Recourses
* Managed and negotiated new Program and Project Contracts towards suppliers and vendors
* Responsible and accountable for the B2B strategy and Processes
* Successful implemented Company Business strategies and Policies
* Implemented a new Business E2E Contract Management structure
* Business development and CRM
* Management of new and current Accounts
* Budgeting and Finance Program control
10/2017
-
03/2019
Head of Operations
Yinda Technologies, Global
* Build successful new Country Entities and Operations in Latin America with a total of 200
Employees
* Preparing Market strategies to enter 5G rollout, 4G modernisation/swaps and Site Management
* Applying Company Regulations and Processes
* Successfully Management a USD 4M Start-up Budget per Country entity
* Monitoring closely, Order in, Productions values, Cash in, P&L
* Overseeing Business Operation in EU, APAC, LATAM and USA
* Close interfacing with the HQ on 5G trials for knowledge sharing, Transitions and Transformations
* Steering Finance and Operational meetings
* Stakeholder Management
* Direct reporting towards the CEO and Company VP
* Responsible for Company ongoing re branding and Global expansion
* Close KPI, SLA monitoring
* Managing E2E Operations for NI, TI, NPO, CW, Drive testing and optimization Projects in Latin
America
* All over responsible on Business development, and Operations
* Overhead and cost control
* Process implementation
* OPEX/CAPEX Monitoring and reporting
Employees
* Preparing Market strategies to enter 5G rollout, 4G modernisation/swaps and Site Management
* Applying Company Regulations and Processes
* Successfully Management a USD 4M Start-up Budget per Country entity
* Monitoring closely, Order in, Productions values, Cash in, P&L
* Overseeing Business Operation in EU, APAC, LATAM and USA
* Close interfacing with the HQ on 5G trials for knowledge sharing, Transitions and Transformations
* Steering Finance and Operational meetings
* Stakeholder Management
* Direct reporting towards the CEO and Company VP
* Responsible for Company ongoing re branding and Global expansion
* Close KPI, SLA monitoring
* Managing E2E Operations for NI, TI, NPO, CW, Drive testing and optimization Projects in Latin
America
* All over responsible on Business development, and Operations
* Overhead and cost control
* Process implementation
* OPEX/CAPEX Monitoring and reporting
01/2016
-
12/2017
General Project Manager
AINMT Holding / ICE net
* E2E Project Management responsibility
* Planning and evaluating with 3rd parties all Radio Optimization based on Locations
* Evaluation of test and acceptance documentation
* Steering and reporting 2 Rollout and Modernization Projects
* Reporting various cross functional Deployment and Modernization Projects towards the Board,
Internal and External Steering
* Leading Vendor Steering meetings
* Aligning on Project Plan and Timelines
* Ensuring best quality incl. risk, escalation management and quality assessment
* KPI/SLA Monitoring and reporting towards the upper management
* Close interfaces including, TI, Operation, Radio Planning, Technical management, Project
Procurement and Line Organization
* E2E Planning of activities and rollout schedules
* Steering Stakeholders and 3rd Party Partners
* Escalating issues to internal and external Stakeholders
* Responsible for Project Hand over and acceptance towards the Line Organization
* Steering and planning internal and external Project Meetings
* Agreed Budget Reporting and Management (~USD 14M +)
* Planning and evaluating with 3rd parties all Radio Optimization based on Locations
* Evaluation of test and acceptance documentation
* Steering and reporting 2 Rollout and Modernization Projects
* Reporting various cross functional Deployment and Modernization Projects towards the Board,
Internal and External Steering
* Leading Vendor Steering meetings
* Aligning on Project Plan and Timelines
* Ensuring best quality incl. risk, escalation management and quality assessment
* KPI/SLA Monitoring and reporting towards the upper management
* Close interfaces including, TI, Operation, Radio Planning, Technical management, Project
Procurement and Line Organization
* E2E Planning of activities and rollout schedules
* Steering Stakeholders and 3rd Party Partners
* Escalating issues to internal and external Stakeholders
* Responsible for Project Hand over and acceptance towards the Line Organization
* Steering and planning internal and external Project Meetings
* Agreed Budget Reporting and Management (~USD 14M +)
07/2017
-
09/2017
Country Director
Yinda Technologies
* Responsible for the over all Operation and migration of a new acquired Company
* Coordinating the Network and Radio Optimization and drive tests
* Responsible for all NW activities incl. Implementation of new Radio Links
* Monitoring and motivating Local Employees
* Project bidding (RFQ, RFP) preparation
* Ensuring right use of monitoring and Performance Tools are implemented
* Main interface towards Client Country Procurement
* Account Management, Sales and Contract Mana
* Coordinating the Network and Radio Optimization and drive tests
* Responsible for all NW activities incl. Implementation of new Radio Links
* Monitoring and motivating Local Employees
* Project bidding (RFQ, RFP) preparation
* Ensuring right use of monitoring and Performance Tools are implemented
* Main interface towards Client Country Procurement
* Account Management, Sales and Contract Mana
01/2014
-
01/2016
Service Delivery Manager/Readiness Manager
Nokia
* Planning and managing Core projects for on time delivery, managing all aspects of Project Plan,
finance and financial system, tracking the execution to monitor any changes and handle conflicts
should they arise,
* Finding, Planning and Managing Core Network Solutions
* Highly Customer facing and reporting
* Full Project lifecycle management
* Establishing a project baseline, defining projects scopes, securing necessary resources,
controlling and reporting on budgets and coordinating and reporting to the Change Management
Board
* Managing customer relations (CRM) and Business support system (BSS), ensuring project progression
by securing trust and confidence between clients and stakeholders while effectively managing
recourse and third-party co-ordination
* Scheduling and holding weekly and monthly presentations and reports to the board, executing
daily, weekly and monthly recourse planning management with various members of project teams and
communicating time schedules directly to the customer
* Directly responsible for ELS (early live support) provided to the client
* Creation and Management of RAID logs
finance and financial system, tracking the execution to monitor any changes and handle conflicts
should they arise,
* Finding, Planning and Managing Core Network Solutions
* Highly Customer facing and reporting
* Full Project lifecycle management
* Establishing a project baseline, defining projects scopes, securing necessary resources,
controlling and reporting on budgets and coordinating and reporting to the Change Management
Board
* Managing customer relations (CRM) and Business support system (BSS), ensuring project progression
by securing trust and confidence between clients and stakeholders while effectively managing
recourse and third-party co-ordination
* Scheduling and holding weekly and monthly presentations and reports to the board, executing
daily, weekly and monthly recourse planning management with various members of project teams and
communicating time schedules directly to the customer
* Directly responsible for ELS (early live support) provided to the client
* Creation and Management of RAID logs
01/2012
-
01/2014
NOC Director / Line Management
Huawei
* Managed back office technical teams on flagship Managed Service projects in a multi-cultural
environment, directly responsible for 125+ engineers plus 6 direct reporting Team managers
including Core, RAN, Fixed, IP, OSS, IT, Escalation and Change management and Network Assurance
* handling recruitment welfare and pay awards for operational staff
* Acted as a consultant on implementation and installation of facilities including Health and
Safety, provided management support and coaching to team members and held responsibility for
profit and loss reporting for the back office
* Delivered operational support services following customer contractual requirements, focussing on
aspects such as KPIs, PIs and SLAs, monitored performances, and provided risk analysis
* Handled contract negotiations and milestones, led a technical task force to ensure completion,
managed escalation and interfaced directly with customers to deliver satisfaction while managing
time and budget reporting
* Delivering and reporting NOC results to C levels
* Overall responsibility including 1st and 2nd line BO / FO support and escalations
* Responsible for Carpool, Employee Appraisal, NOC access control, shift and on call approvals
environment, directly responsible for 125+ engineers plus 6 direct reporting Team managers
including Core, RAN, Fixed, IP, OSS, IT, Escalation and Change management and Network Assurance
* handling recruitment welfare and pay awards for operational staff
* Acted as a consultant on implementation and installation of facilities including Health and
Safety, provided management support and coaching to team members and held responsibility for
profit and loss reporting for the back office
* Delivered operational support services following customer contractual requirements, focussing on
aspects such as KPIs, PIs and SLAs, monitored performances, and provided risk analysis
* Handled contract negotiations and milestones, led a technical task force to ensure completion,
managed escalation and interfaced directly with customers to deliver satisfaction while managing
time and budget reporting
* Delivering and reporting NOC results to C levels
* Overall responsibility including 1st and 2nd line BO / FO support and escalations
* Responsible for Carpool, Employee Appraisal, NOC access control, shift and on call approvals
Reisebereitschaft
Weltweit verfügbar
