Sascha M. P. F.

Experience

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  Dimension Data Germany

  May 2016 - Dec 2018

  IT Service Delivery Manager

  Service Delivery Manager in a Managed Enduser Service (Unified Communication) ProjectOverall responsibility for End-User support for about 102.000 User in Germany, France, UK and Spain.Reporting to the Global Management (customer site) about:o Quality of the services provided (SLA)o Status of imported and implemented improvementso Review and evaluate changes with service and cost effectso Escalation handlingReporting (internal) to Global Management about:o Profit-Loss resultso Contract results (SLA/KPI)o Status about service improvements with revenue increases and / or cost reductionsDisciplinary leadership for 4 employees as well as professional leadership for 35 other project employees from my direct area of responsibility as well as managing and controlling of:o 1st Levelo 2nd Levelo 3rd Levelo LCS (Live Conferencing Support)o VC-Technician (Videoconferencing)o Unified-Communication-Techniciano Webex-Technician Show less

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  Capgemini Outsourcing Services GmbH

  Dec 2018 - Jul 2020

  Senior Service Delivery Manager
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  Capgemini Outsourcing Service GmbH

  Jul 2020 - Dec 2020

  Transition Direktor

  Transition Director in a Managed Service environment with a TCV > 250 Mio € and 102.000 Enduser in a Europewide deal.Including local Support Services such as:Computer, Mobile, Virtual Desktop and Workstation Asset Provisioning And remote Services from Nearshore and Offshore centers like:o Publishing & Social Serviceso Document & Productivity Serviceso Email Serviceso File Sharing Serviceso Conferencing & Instant Messagingo Telephony Serviceso Workspace Services Show less

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  HCL Technologies

  Feb 2021 - now

  Associate General Manager

  Leadership and Strategy- Develop and implement a strategic vision for the extension of the service delivery in alignment with the company goals.- Provide leadership and guidance to a team of five Senior Service Managers and five Senior Project Manager, each overseeing specific Regions and areas of the department around the globe.- Collaborate with senior managers to set performance expectations, conduct regular performance reviews and provide professional development opportunities.Service operation and management:Operational oversight- Provide hands on oversight over the different Service, ensuring that each operational component aligns with established Service Level Agreements and key performance Indicators.- Collaborate closely with the senior managers to monitor daily operations at rest challenges proactively and implement strategic improvements.ITSM Service delivery- Lead the IT service management functions, emphasize major incident management, problem management and change management.- Drive the development and execution of incident response and resolution procedures, ensuring timely and effective resolutions of critical issues.Service Level Agreements- Define, implement, and manage comprehensive SLAs to meet client expectations for incident response, resolution times and service request fulfillment.- Regularly review SLAs to ensure alignment with involving business needs and industry standards.Performance monitoring- Implement robust monitoring mechanisms to track our SLA adherence and promptly address any deviations.- Provide regular reports to stakeholders, highlights performance against SLA metrics and areas for improvement.Continuous improvement- Collaborate with every service, department, team to identify opportunities for process improvements, aiming to enhance SLA compliance and overall service quality. Show less