Peter Schmid Email & Phone Number

Germany

• experienced Service Delivery Lead with high customer driven focus
• acting as single point of contact for the client, especially for client issues, escalations and complaints, as well as for customer satisfaction surveys
• managing Service Delivery Quality vs. SLA’s & Contract, ensuring that the agreed targets for delivery are consistently met
• building relationships and working with clients up to CxO level, partners, suppliers and internal teams across multiple disciplines (onshore, nearshore, and offshore) to achieve client and business goals
• interface between Account Manager and the Delivery Center providing different services to the client
• managing Service Cost, Revenues and Margin, incl. billing

CE

Responsible for transferring services and staff to a new IT service model, using Rightshore®, Capgemini's global delivery model providing the right balance of onshore, nearshore and offshore;

service development for international outsourcing projects within End User Support / Desk Side Services, as well as subsequent takeover of operations as responsible SDM:first point of contact for all service related topics and escalations - provide leadership on operational issues and seamless customer support by taking ownership;establish operational.

responsible for Project Planning and execution of the Transition Phase;interface between project teams, 3rd party vendors and client, incl. also the integration of a Managed Service Centre (offshore) for operational support;planning, preparation, and co-ordination of the Roll-out; managing several Migration Teams, doing the onsite roll-out.

creation and control of test strategies; development and implementation of test plans, and test procedures; set-up of Quality Management and Configuration Management;interface between international development centers and different teams of client (e.g. Testing, Security, Operations)

business consulting, focusing on the development of business strategies; financial impact analysis of planned services and projects; business process management, eTOM & ITIL; analytical CRM solutions (Business Intelligence)