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Profilbild von Peter Roberts Project and People Manager aus Muenchen

Peter Roberts

München
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Letztes Update: 06.09.2022

Project and People Manager

Abschluss: nicht angegeben
Stunden-/Tagessatz: anzeigen
Sprachkenntnisse: deutsch (Muttersprache) | englisch (Muttersprache) | italienisch (Grundkenntnisse)

Schlagwörter

Skills

  • 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

Projekthistorie

05/2020 - 06/2021
Director, Customer Service Delivery Management – EMEA
GTT Communications (Telekommunikation, 1000-5000 Mitarbeiter)
  • 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)
10/2017 - 09/2020
Manager, Customer Service and Project Management, DACH
Interoute Deutschland GmbH (Telekommunikation, 1000-5000 Mitarbeiter)
  • 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
10/2009 - 04/2020
Senior Manager, Project Management and Central Service Delivery, DACH
GTT Communications (Telekommunikation, 1000-5000 Mitarbeiter)
  • 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.
06/2012 - 09/2017
Senior Customer Project Manager – Professional Services, DACH
Colt Technology Services GmbH, Germany (Telekommunikation, 1000-5000 Mitarbeiter)
  • Responsible for the conceptual design and the execution of up to 10 simultaneous international technical client projects to operational handover with a total contract value of up to €5m per project.
  • Create and maintain up to date Project Documentation (PID; Project Plan; RAID log; Rollout/Migration schedule, Status Report; RAG, Financial Tracker; Meeting Minutes; etc.)
  • Build and lead project teams with up to 30 individuals in a multicultural environment.
  • Define the project scope, timeline, resource planning and risk assessment within the Pre-Sales and or Bid Phase. - Ensure the success of the project against timescales, quality standards and agreed budgets.
  • Communicate and align with internal and external customers on a regular base and at all levels, from board level to individual.
08/2010 - 05/2012
Lead Customer Implementation Manager (Team leader), UK
Colt Technology Services GmbH, Germany (Telekommunikation, 1000-5000 Mitarbeiter)
  • Line management of the implementation team with 6 employees in the UK
  • Management of virtual project teams with up to 30 individuals in different business units and countries.
  • Secondment of 6 months duration to the HQ London to restructure an ongoing project and to setup the required project team
  • Define and control the project goals, adjust the processes and resources
  • Compile and implement a customer tailored migration process for a 2000 sites major customer mpls project
  • Plan and manage the activities of the circuit supplier BT and installing party Telent
  • Hold regular status review meeting together with customers and the project teamSupport the management with statement of works for external suppliers.
01/2005 - 07/2010
Project Manager - IP Service Delivery, Germany
Colt Technology Services GmbH, Germany (Telekommunikation, 1000-5000 Mitarbeiter)
  • End to End responsibility for up to 20 simultaneous national and international mpls projects
  • Technical validation of complex customer mpls projects with up to 80 sites per project
  • Ensure the correct provisioning of individuals services and the equipment availability
  • Contemplate the interactions with other projects, customers and internal business units
  • Set up milestones and control the timely delivery
04/2002 - 12/2004
Project Co-Ordinator - Customer Services, Germany
Colt Technology Services GmbH, Germany (Telekommunikation, 1000-5000 Mitarbeiter)
  • Technical and commercial valdiation of new customer orders
  • Raise customer orders on the relevant order management systems
  • Coordinate and adjust the delivery of customer orders
  • Intensive customer coms during the course of the circuit delivery
  • Compile internal and external status reports
  • Central customer contact for the customer Tenovis and first level support with trouble ticktes
10/2000 - 03/2003
Engineer – Installation & Provisioning, Germany
Colt Technology Services GmbH, Germany (Telekommunikation, 1000-5000 Mitarbeiter)
  • Install active and nonactive network components
  • Install and configure multiplex systems (SDH, DWDM, ATM, Ethernet, DIA, PBX)
  • Configure router and switches
  • Coordinate and execute the circuit activation together with NOC and Clients
  • Trouble shoot and resolve incidents out of hours

Reisebereitschaft

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