Robert Schäffer Email & Phone Number

Budapest, Hungary

• Financial responsibility for customer financial management. Planning, forecasting and billing.
• Deal management (RFP/RFI/RFI handling)
• Resource calculation and budgeting
• Customer contract management. Responsible for contractual obligations and framework.
• Reporting (SLA/Financial/KPI)
• Coordinating new customer requested projects.

Budapest

• Lead planning and/or implementation of IT projects. Participate in the design and/or testing phases.
• Facilitate the definition of project missions, goals, tasks, and resource requirements; resolve or assist in the resolution of conflicts within and between projects or Functional areas; develop methods to monitor.
• Responsibility for assembling the project staff; for their technical or functional development, performance, and/or termination during the project or projects
• Facilitate the definition of service levels and customer requirements. Interact regularly with existing or potential clients to determine their needs and to develop plans for improving delivery. Advocate on behalf of.
• Manage project budget and resource allocation; Ensures a high level of fiscal control and accountability for project budget.
• Work cross-functionally to solve problems and implement changes; Negotiate, plan and manage all project activities; Creates a shared focus within the team on the importance of achieving results

Hungary

• Business relationship management
• People management
• Project management
• SLA & KPI reporting
• Direct customer communication
• Recruitment

• Coordinating customer requests and orders.
• Creating new offers and creating a pricing model
• Initiating implementation projects and aligning resources.
• Coordinating Order and Change management processes.

- Managing trainings and events!- Organising and executing of "Knowledge Improvement IT Trainings" like WinOS X systems, MS Office vX, network training and MCTS/MCITP, and Communication & Intercultural Trainings for senior employees.- ITIL V3 Foundation trainings and preparation for certification.- Creating and improving of training matherials.- Knowledge.

- Coordinating a large team in the service desk section.- Quality assurance in SD and employee performance segment (Monthly and yearly quality and performance evaulation with employees)- Quality control in the Incident and Order Management area.- Daily report towards site manager, service manager and customer- Benchmarking- Quality Manager tasks/position.

• Handling of Prio1&2 incidents.
• SLA reporting
• Communication with Problem& Change management
• Managing of Major incident processes
• Knowledge Database redaction and administration.
• ACD System management and skill distribution

Budapest

Experiences with German (Deutsche Telekom AG and T-Systems National and International) and a few International clients in business sector, solving IT related issues/incidents.- Providing professional technical support to customer. (1st and 2nd level)- Call handling- Incident tracking- Updating the Knowledge Database- Responsible for the resolution of.

Budapest