André Steinmann Email & Phone Number

Opfikon, Zurich, Switzerland

· Technical and personnel leadership of the Digitalization & Transformation team in SwissSign. · Lead an agile team to create a modern digital experience for customers and internal offices · Supporting the CEO for the agile transformation in the delivery of services · Leading analysis which are building on organizational levels the foundation for "digital capabilities" across the company · Identifying gaps in terms of "standardized and digitizing capabilities" · Creating an ecosystem for implementing "digital capabilities" by building an implementation infrastructure, including training, coaching and implementation through processes, development plans and others · Defining and implementing customer journeys to support the transformation · Defining the implementation over a 3–5-year period · Lead the design and implementation of digital journeys, including mapping of user journeys, features, and user stories · Plan, pilot, prioritize and execute the implementation plan for "digitalization" in alignment with other strategic initiatives of the business · Align digital capability building with other transformation efforts and drivers · Initiate and actively shape digital opportunities for the customers and internal divisions · Developing new creative ideas and initiatives to further improve digital processes · Generating and tracking tangible quality and efficiency benefits for SwissSign. · Collaborate with other departments required to implement the roadmap (e.g., IT Delivery, Compliance, Product Management) · Supporting the implementation of digital projects · Assist in developing the go-to-market strategy for new systems, technologies, and products in close collaboration with customer support, sales, and product management teams · Present digital concepts to senior internal and customer stakeholders

Opfikon, Zurich, Switzerland

· Leading the entire Service Operations area in SwissSign · Disciplinary leadership and development of the employees of the 1st - 3rd level support team and the service management & assurance team · Ensuring and continuous improvement of the agreed service levels towards the private and business customers of SwissSign · Ensuring and developing a flawless activation process of the business customer services · Planning of changes and emergency changes in the SwissSign network and responsible for the timely information to affected SwissSign customers · Maintaining the investigation and problem management as well as the high quality of work during the troubleshooting process · Detecting and analyzing all malfunctions in the entire SwissSign network, focusing on the two main products certificate business and SwissID and ensuring timely resolution of customer issues · Optimizing internal processes and interfaces to external partners and customers as well as ensuring coordination between internal and external stakeholders · Deriving and defining necessary measures that contribute to increasing efficiency · Handle customer complaints and visit business customers on a regular basis; process customer reports and write statements on customer problems · KPI, quality and performance control of the services provided by internal departments · Implementation of SLA reports and RCAs · Responsible for escalation and crisis management in SwissSign · On duty escalation manager . Regular deputization of the COO

Zurich, Switzerland

· Leading the entire business service operations area in Sunrise · Disciplinary leadership and development of 67 employees, assurance and fulfillment (24/7 shift work) · Ensuring and continuous improvement of the agreed service levels towards Sunrise business customers · Ensuring of the flawless intrusion process of Sunrise business customer services · Planning of changes and emergency changes in the Sunrise network and responsible for the timely information to affected Sunrise business customers · Maintaining the investigation and problem management as well as the high quality of work during the troubleshooting process · Identifying and analyzing all malfunctions across the Sunrise network, targeting business customers and ensuring timely resolution of customer issues · Optimizing internal processes and interfaces to external partners as well as ensuring coordination between internal and external stakeholders. · Deriving and defining necessary measures that contribute to increasing efficiency · Handling of customer complaints and regular visits to business customers; processing of customer reports and writing of statements on customer problems · KPI, quality and performance monitoring of the services provided by internal departments and the managed service partner. · On duty escalation manager · Project management and collaboration on projects, · Creation of business cases and preparation of offers · Regular deputization of the supervisor

Zurich, Switzerland

· Leading the Service Operations Assurance Team in Sunrise · Disciplinary leadership and development of 2nd level support staff (24/7 shift work) · Ensuring and continuous improvement of agreed service levels · Maintain the Investigation and Problem Management as well as the high quality of work during the incident and troubleshooting process · Detection and analysis of all malfunctions across the Sunrise network, targeting business customers and ensuring timely resolution of customer issues · Analyze and optimize internal processes and interfaces to external partners · Derive and define necessary measures that contribute to increasing efficiency · Handling of customer complaints and regular visits to business customers; processing of customer reports and writing of statements on customer problems · KPI, quality and performance control of the services provided to business customers and Sunrise internal departments · On duty escalation manager · Project management and collaboration on projects, · Regular deputization of my supervisor · Ad Interim leadership of Operational Assurance in Business Sunrise · Creation of business cases and preparation of offers

Zürich Area, Switzerland

In this position I was responsible for ensuring and optimizing the delivery model which was an operationally aligned model to deliver highest quality at sustainable costs.Ensuring readiness and accountability for quality, as well as ensuring process developmentand Service Level Agreements (SLA), Key Performance Indicators (KPI), as well as the development of the support model and structures, new customer and product integrations / transformations across all technologies, were also part of my tasks. The goal was to increase quality, quantity and efficiency across the entire organization. I achieved this goal excellently with the implementation of the following activities, among others:· Overall responsible for the quality and assurance of processes, SLA/ KPI’s, support model, integration of new customers and products in the global Managed Service Operations organization. In close observation of staff capacity in terms of knowledge, training and time resources, with clear target to increase quality, efficiency and quantity. · Global leadership of teams and projects in terms of strategy and readiness. · Transformation lead in large projects, e.g., in India, virtual and local in the respective country · Optimize and define the technical support delivery model in a global sense · Optimize and define work processes · Analyze and review global KPI's of our Maintenance and Managed Service contracts · Support the sales teams to create quotes with estimates in terms of capacity and price · Coordinate and support due diligence based on our delivery model · Ensure continuous improvement of our service and performance · Generate and update a product roadmap, ensuring knowledge and training from a support perspective · Define and improve governance and knowledge sharing within the organization itself, and with our internal partners · Develop strategic and tactical objectives for business continuity · Problem and escalation management

Zürich Area, Switzerland

Managing the VAS Application Team EMEAa Multi Vendor Team in Europe· Leading the VAS Apps team in EMEA, locally as well as virtually, resp. on site · Managing the staff in different locations like Zurich and Lausanne, Düsseldorf (DE), Rome (IT), Timisoara (RO) · Regular deputy of the supervisor · Responsible for Managed Services VAS in EMEA, with a high level of customer satisfaction. · Responsible for optimal performance, according to Service Level Agreements and Key Performance Indicators · Responsible for delivering contractual deliverables (scope of work, service level and working level agreements) · Problem and escalation management · On duty escalation manager ("manager on call" for the Sunrise project) · Customer care, relationship with several customers like, Vodafone Italy, E-Plus, Orange, Sunrise, KPN · Develop recommendations and actions for further improvement of network stability, customer satisfaction and team behavior · Active interactions and communications with internal and external customers · Project management in service projects for our customers · Project management and participation in internal projects · Presentations of changes, news to the team, management and customers · Personally motivated to take on additional tasks, such as leading the "change effectiveness focus group", administrative approver in Switzerland for employees whose supervisors are stationed abroad, etc.

Zürich Area, Switzerland

· 2nd level support of Value-added Service VAS applications, troubleshooting and solving complex problems · Participation in the on-call support group for all VAS services (on duty) · Project management, expert and SPOC for integration and launch of new services and complex systems · Project collaboration, making recommendations to the engineering team for the design and architecture of new platforms, installation and configuration of servers, switches and load balancers, integrations into the IP and GSM network. · Launching new services for all customers · Full product life cycle follow up · Deep understanding in IT systems and network designs, different Unix operating systems and database knowledge like Informix, OracleResponable for and maintaining VAS System, such asSMSCMMSCNTMSUSSD platformsetc....

Zürich Area, Switzerland

· 2nd level support of Value-added Service VAS applications, troubleshooting and solving complex problems · Participation in the on-call support group for all VAS services (on duty) · Project management, expert and SPOC for integration and launch of new services and complex systems · Project collaboration, making recommendations to the engineering team for the design and architecture of new platforms, installation and configuration of servers, switches and load balancers, integrations into the IP and GSM network. · Launching new services for all customers · Full product life cycle follow up · Deep understanding in IT systems and network designs, different Unix operating systems and database knowledge like Informix, Oracle· Monitor and ensure active surveillance for customers, products, networks and services · Identifying network incidents, developing recovery options and resolving faults, analyzing similar faults and identifying correlations · Ensure quality of service and performance of the network so that KPI's are achieved and system health improves Support and maintaining of VAS System, such asSMSCMMSCNTMSUSSD platformsetc....

General Staff School (Lucerne), Leadership And Senior Project-Management

• Planning according default leadership processes, systematic work- and presentation skills • Develop the skills to coach people.

Leadership And Management

Organizational Leadership

Project Management

Military Science, Leadership And Operational Art