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.• Sales by demand and offer generation.• Managing and coordinating daily service operation of customer service.• Driving and also serving as stakeholder in mainly EMEA but also some global projects for IT developments focusing on the agile approach. • Legal and technological compliance management.• Process improvements recommendation and implementation.

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 project or area progress; and provide corrective supervision if necessary. •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 clients and represent clients' needs as appropriate to senior management.•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•Lead and co-ordinate the Go-Live activities including the execution of the deployment Plans and checklists•Creates work standards for project; establishes and defines roles and responsibilities, specific outcomes, and clear measures for quality and success of the team. Follows through with fair and consistent consequences for both achieving and not achieving results.

Hungary

• Business relationship management• People management• Project management• SLA & KPI reporting• Direct customer communication• Recruitment • Service Desk coordination and development.• Resource optimization. • Knowing and managing customer contracts.

• 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 transfer project with an external partners, and staff/teacher coaching.(University)- Responsibility in Process Training and coaching.- Development of a career path for internal workforce.- Providing and managing of the training enviroment and infrastructure for company internal trainings.

- 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 and redaction function in the KDEB system of T-Systems- NOR management.- Recruiting- Reporting- Development and monitoring and testing of BCP- Complaint Management- Organizing and giving trainings- Working with KPIs and SLAs- Motivating team-members

• 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 incident tickets on the highest level and efficiency- Communication and coordination with the International partners- Technical responsibility in several software and hardware related themes- Complaint handling

Budapest