Daniel Ruppen Email & Phone Number

Zurich, Switzerland

Zürich | London | New York | India

Digital Delivery produces all material for all ubs.com and intranet sites which spans from single pages to complex microsites and campaigns. Manage all digital projects to ensure highest customer satisfaction.Leading a global team with footprints in Mumbai, Switzerland and Nashville.In 2017 kicked off an insourcing project - the first UBS insourcing in Mumbai (India) with great financial success and improved customer satisfaction.

Zürich Und Umgebung, Schweiz

CHALLENGE: Build a world-class user services group, merging 2 multi-level service centers into a single point of entry providing 24x7 support, in multiple languages, to 85,000 UBS employees worldwide. At the same time transformed multiple service desks around the globe into 2 dedicated service desks in Manila and Budapest.SCOPE: Front-to-back accountability for all IT end-user products across the bank. Total staff: 1250. Multi-level service center. Globally dispersed services. 24x7… Show more CHALLENGE: Build a world-class user services group, merging 2 multi-level service centers into a single point of entry providing 24x7 support, in multiple languages, to 85,000 UBS employees worldwide. At the same time transformed multiple service desks around the globe into 2 dedicated service desks in Manila and Budapest.SCOPE: Front-to-back accountability for all IT end-user products across the bank. Total staff: 1250. Multi-level service center. Globally dispersed services. 24x7 end-user support. User education. Automation. Strategic planning. Enterprise-wide IT transformation. Integration.STORY: To achieve our targeted results on schedule, it was essential to create a cohesive whole from 2 very different groups—Level 1 and Level 2/3 support centers. With my patented leadership style of Persuasion, Persistence, and Pragmatism, I united the groups behind our mission and created true teamwork by including leaders and voices from both groups into the new leadership structure.To achieve that I decided to implement SAP R/3 for labour planning, vendor management and financial management for the function.The merger went quickly, and within 3 months we were running under the new structure.Over the next 6 months, we located more services in lower-cost regions to drive further cost reductions. Again the expansion and integration went smoothly, and I am proud of the true team culture that we instilled in all of our global locations.By the end of 2016, we had exceeded all our goals for cost savings, issue resolution, and ticket reduction and created a more robust self-help function. We are continuing to drive further improvements in 2017—most notably around automation and the education library—and expect to double our cost savings this year. Show less

Zürich | London | New York | Singapore | Philippines

CHALLENGE: Launch the bank’s first dedicated Production Service Management function.SCOPE: IT infrastructure transformation and change management. ITIL processes for transition, operation, and support. 50 staff.STORY: With 5 different IT infrastructures supporting 5 different business functions, it was clear there were opportunities for greater efficiency and alignment of resources. My job was to unite all of these operations, organizations, and teams into one function.A… Show more CHALLENGE: Launch the bank’s first dedicated Production Service Management function.SCOPE: IT infrastructure transformation and change management. ITIL processes for transition, operation, and support. 50 staff.STORY: With 5 different IT infrastructures supporting 5 different business functions, it was clear there were opportunities for greater efficiency and alignment of resources. My job was to unite all of these operations, organizations, and teams into one function.A key challenge was understanding the very different cultures that existed in each organization and building consensus for a common solution. Here my leadership trait of “persistence” was extremely valuable. With a bias for action, I got quick wins by starting with areas where the answers were most obvious and all could agree, then driving forward relentlessly from decision to decision while building teamwork along the way.We achieved efficiency gains of 30% and established consistent IT management structure, tools, and processes across the enterprise.ADDITIONAL:► When Hurricane Sandy hit New York in 2012, our entire infrastructure in the tri-state area was affected. I was tasked with managing disaster recovery for networks, mainframe, and distributed services to keep global operations functioning. Through teamwork and leadership, we experienced no downtime and only minor processing delays. Show less

Zürich Und Umgebung, Schweiz

CHALLENGE: Create the first consolidated Business Continuity team for Global Asset Management.SCOPE: Business continuity management planning. Startup, transformation, integration. 25 staff.STORY: Previously managed by regions, the business continuity function conformed to different standards for different areas of the world. My challenge was to define a new global standard and build the team to implement and manage it.We established a consistent standard that met the… Show more CHALLENGE: Create the first consolidated Business Continuity team for Global Asset Management.SCOPE: Business continuity management planning. Startup, transformation, integration. 25 staff.STORY: Previously managed by regions, the business continuity function conformed to different standards for different areas of the world. My challenge was to define a new global standard and build the team to implement and manage it.We established a consistent standard that met the most stringent requirements of all regions worldwide. I brought together the different teams, created common processes and languages, and instilled a new culture of collaboration and teamwork. Show less

Zürich Und Umgebung, Schweiz

STORY: Three times, I eliminated my own role by building a service delivery function that eliminated a huge number of problems and created consistently stable and reliable infrastructure. Global Head of Service Delivery Mainframe, 2009–2010Global Head of Storage, 2008–2009Global Head of Service Delivery Windows, 2005–2008

Zürich Und Umgebung, Schweiz

STORY: I advanced through progressive roles in system controls, application development, IT support, and IT operations, culminating as Project Leader for a desktop/infrastructure upgrade affecting 26,000 users.