Marc Ingold Email & Phone Number

Zürich, Zh, Ch

Opfikon, Zürich, Schweiz

Head of the Shared Service Unit 'Partner Management & Analytics'. Responsible for managing strategic partnerships within the CTO area. In charge of defining and ensuring compliance with the governance structure and the service catalog. Continuous measurement and control of SLAs, KPIs, and quality parameters. Additionally responsible for the E2E workflow management system, overall cost monitoring, as well as performance/data analytics management.

Wallisellen

Head of the overall CTO Access Network Deployment area and company-wide end-to-end responsibility for the expansion and maintenance of the physical network infrastructure. Responsible for up to 500 internal/external employees in Switzerland and Austria. Strategic alignment of the partner landscape and ensuring efficient partner management and end-to-end processes. Ensuring 24/7 operations. Financial responsibility for the entire area and adherence to budget targets. Structured stakeholder management with internal units and external infrastructure partners

Head of the Support/Shared Service Unit 'Technology Support & Readiness' for the CTO Business Unit. Responsible for the areas of Project Management & PMO, Process Management, Quality Control, and CTO Infrastructure Applications & E2E Workflow Management. Development, establishment, and leadership of the CTO Phase-Gate & PMO Framework as well as the CTO Process Framework. Further development of the partner landscape, including service definition, price and contract negotiations, and the definition and measurement of SLAs and KPIs

Responsible for the entire 'Backoffice Operations' area within the Customer Care Business Unit, overseeing up to 200 internal and external employees. Transformation and restructuring of the entire area into a process-oriented organization, significantly improving process quality and customer satisfaction. Established and further developed the outsourcing partner landscape both domestically and internationally based on competency models, optimizing overall cost structure and process turnaround times. Successfully led a task force following the implementation of a new CRM system. Developed planning models, SLAs, KPIs, and quality standards to ensure structured performance measurements.

Responsible for the leadership and development of the following Shared Service Units: Workforce Management, Performance Management, and Quality Assurance. Forecasting contact volumes for the entire Customer Service area and ensuring internal/external resource allocation. Measuring relevant Customer Service KPIs and initiating process improvements to enhance customer satisfaction.

Cas Zhaw In Prozessigitalisierung, Prozessdigitalisierung, 5.75

Executive Mba, Digital Management Und Unternehmensführung, 6.0

Cas Digital Management & Unternehmensführung

Cas Digital Strategy & Performance

Cas Executive Managment, Business Administration & General Management

Executive Management Program

Bsc. Fh In Business Administration, Betriebsökonomie (Bsc. / Ba)

Eidg. Kaufmännischer Lehrabschluss / Banklehre