Raphael Hassler Email & Phone Number

London, United Kingdom

Being a leader in the Global ServiceNow Architect Group and acting as the regional Centre of Expertise when it comes to client solution implementations, governance, portfolio management, policies and standards. The capability consists of advisory, implementation, operations and optimizing ServiceNow installations.

London, United Kingdom

Client Transformation Lead for Service Integration and Management (SIAM) and Lead architect of ITSM tool (ServiceNow) on client integrations. Responsible for a large client IT implementation for Service Management on tools, processes, transition and program management.

Zürich Area, Switzerland

On an Executive Director level, responsible for Program- and Project Management for all of the global Security IT Program Portfolios with a total annual spend of CHF110MM. There were more than 55 projects in flight run by 15 program managers. These Program Portfolios deliver benefits in the form of IT compliance and risk remediation, and other IT Security related initiatives. Furthermore, driving the right shoring initiative to move the PM hub to Poland.

Zürich Area, Switzerland

As a Senior Manager leading all business operations for the service management department, including account management, client relationship management, business analysis, process management, budget administration, supplier/contract management, governance, risk mitigation, compliance management, and internal control development. Implemented ServiceNow as a Service Management tool and acted as a Consultant for KPMG clients.

Zürich Area, Switzerland

As a Senior Vice President spearheading several regional and global functions during my time at Citi (details below). In EMEA supporting a user base of 40,000 throughout 54 countries, with responsibility for 180 members of staff and a budget of $60MM.Instrumental in leading technology across the region covering innovation, engineering, application development, production support, infrastructure provisioning and support and in-country operations.Being part of the extended senior management team to drive the delivery of a client centric technology transformation programme that has delivered in excess of $300M of productivity savings since 2012.Devising a robust resource and location strategy as well as implementing a global technology strategy with regional execution.Responsible for the outsourcing of non-strategic functions, vendor consolidation, talent management, extensive automation and the standardisation of processes and tooling.Acted for several years as IT country head deputy for Switzerland.I was leading and instrumental in providing support for global batch file transfers/transmissions for all Citi-supported technology platforms across multiple global business units. ☩ Supervised and managed 38-person cross-functional support team with a presence in the UK, the Philippines, Poland, Singapore, North America, and Brazil.☩ Successfully maintained 1200 direct connect installations with governance control over 4200 installations.☩ Ensured optimal functionality and operation for several key technologies and systems, including:☩ Regional infrastructure supporting FTP, Connect Direct, Sterling Control Centre, and Sterling File Gateway;☩ Auditable inventory tracking system monitoring every connection, license, security, and business owner.

Zürich Area, Switzerland

I was responsible and contributed greatly to a major globalization initiative by developing standardized global processes for Wintel and UNIX systems to streamline global IT operations and improve governance of risk and internal controls.

Zürich Area, Switzerland

I coordinated daily operations of all CTI Wintel and UNIX teams to maximize team performance and productivity. ☩ Directed and designated activities of 180 staff located across EMEA, India, and Singapore.☩ Designed internal processes, policies, and procedures regarding incident/problem/change management, information security, auditing, project management, business recovery, availability management, capacity planning, service management, and personnel management. ☩ Efficiently disbursed operational budget of USD$60MM to minimize unnecessary costs and outlays.☩ Effectively managed and passed with zero findings an EMEA wide Audit covering 21K devices (servers and desktops), including all EMEA countries plus Russia.

Zürich Area, Switzerland

I presided over all key data centre functions, including operations/site management, infrastructure planning, service delivery, production support, schedule coordination, information security administration, and IT support.☩ Managed, trained, and motivated a cross-functional support team.

Zürich Area, Switzerland

I ensured the delivery of high quality service and support to a global customer base using Wintel infrastructure, engineering, and desktop services. ☩ Analyzed processes to adhere to Citigroup quality and compliance standards.

Zürich Area, Switzerland

I was primarily responsible for managing the finances of the Data Centre and Distributed Operations for TI Switzerland. I also communicated with a diverse customer base to ensure delivery of exceptional service. ☩ Established project and BAU budget parameters, prepared product cards, and updated business client SLAs.☩ Served as Record Manager Officer, Business Continuity Officer, Service Level Manager, and Intranet Manager.

Zürich Area, Switzerland

I held direct oversight of the distribution and maintenance of approximately 500 Citibank applications.☩ Managed 2nd level support for the Swiss SOE infrastructure, and trained 1st level support team to improve conflict resolution and management capabilities in accordance with SOE standards and processes.☩ Built and maintained strong relationships with 3rd level Wintel engineering team, business technology departments, user communities, CTI support team, and external companies.☩ Directed all phases of the SDLC for multiple client business software rollouts, including development, testing environment configuration, and pre-deployment SAT/UAT across the local infrastructure.

Zürich Area, Switzerland

I was integrally involved in the development and implementation of financial, purchasing, product design, HR, and technical business functions as the largest third party vendor for Compaq and Nortel products in Switzerland. ☩ Founded company, achieved explosive growth, and, following several strategic acquisitions, expanded service offerings to include the maintenance, outsourcing, and development of client IT environments.☩ Key decision maker in the product selection process for major corporate customers.☩ Built green-field IT infrastructure end-to-end for 4 financial institutions, including telephony and banking applications.

Gattikon, Zürich

I was appointed to manage all sales activities and customer support processes for German-speaking Switzerland.☩ Spearheaded the planning and coordination of network implementations for all vended components.

Master Of Business Administration (M.B.A.), International Business, Mba

Bachelor’S Degree, International Management

Engineer’S Degree, Electronic And Information Technology