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• driving standardization and CSI projects

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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 account relationships;set-up and management of global teams in Hungary and India;adherence to SLA's and customer satisfaction targets;responsible for consistent cost control of service delivery and margin optimisationmonitoring assigned accounts looking for business development opportunities;

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 worldwide;various Test Management activities

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)