Andre Uckert Email & Phone Number

Essen, Nrw, De

Essen, Nrw, De

Oo

Accountable for a group of global services ("End-to-End") for full-service lifecycle, in terms of service delivery strategy, service operations and optimization• Manages cost and performance against agreed service levels, with full responsibility for service budget, scope, and quality• Management of external 3rd party vendors and IT service providers• Commercial contract negotiation and management ensuring all OLA’s and SLAs are adhered to and improved• Manage and lead a team of directly reporting Service Managers• Key stakeholder engagement to deliver IT solutions that exceed senior exec/ stakeholders’ expectations• Continuity management and performance management, with a focus on continuous improvement• Manages escalations with regards to service delivery

Oo

Accountable and responsible for a service or group of services ("End-to-End") for full-service lifecycle, in terms of service delivery strategy, service operations and optimization. Managing cost and performance against agreed service levels, considering the latest technological developments and the release cycles. Other responsibilities include service level management, continuity management, performance management and budget planning for the specific services. Services can be customer focused services or internal supporting services. Manages escalations with regards to service delivery and aligns with other Service Managers on a regular basis.Ensuring issue-free operation on the basis of service mgmt. according to ITIL bytakeover accountability of all service components and service dependencies▪ Full responsibility for service budget, scope and quality▪ Plans and monitors the service budget and resources▪ Escalates in case of deviations▪ Act as a quality gate keeper to ensure operational readiness for changes/newreleases/initial rollout in countries, e.g. as representative in Change AdvisoryBoard▪ Manage the service design and maintain the related service catalogue items (incl.service description)▪ Implementation of the service improvement plan (SIP), capacity plans, availabilityplan, IT service continuity plans▪ Implementation of IT Service Mgmt. processes for the responsible Services▪ Assurance of IT-based service quality accord. to SLA/OLA▪ Derive improvement measures and track their implementation development andprovision of figures in terms of costs of the services and the degree of fulfillmentof SLA▪ Coordination of service processes in close cooperation with other IT processowners (incl. Incident, Change and Configuration Mgmt.)▪ Responsible security management for the service components

 Consulting data communications solutions to customer, especially in terms of quality, coverage, capacity and volume versus operating costs with a focus on service/product configurations and service/operations levels.

95877 Bezons, Fr

IT Project management for all regional / global communications infrastructure projects for clients, reporting directly to stakeholders Stakeholder SPOC and Customer Relationship Management Solution design and delivery of continuous improvement for IT Infrastructure servicesProcesses development, evaluation, enhancementCustomer Solution and Continuity and supporting Risk Management TeamManagement of escalations and crisis situationsSLA ownership including introducing changes to end-to-end IT workplace services in order to accommodate adaptations in service/operations levels and prevent performance issuesIncident and Problem management within the global divisionAuthoring and management of RCA, follow-up activitiesDeputy Head, responsible for the operational management ofthe department "Network and Security Services" incl. management of resource allocationKPI reporting and clean-up of reporting dataMonitored and ensured the department budgets of up to CHF 5 million

San Diego, Ca, Us

Managed day-to-day operation of the Customer Relations CenterSupervised Customer Relations Center staff (10 employees)

Executive Mba

Bachelor'S Degree, Of Science In Management Information Systems

Associate'S Degree, Of Science Computer Information Systems