Tom Placidus

Experience

• 

  Sinram & Wendt GmbH & Co. KG

  Aug 1980 - Jan 1983

  Industrial Clerk

  Vocational training

• 

  German Air Force

  Jul 1983 - Jul 1987

  Enlisted soldier, Staff Sergeant, German Airforce

  • Enlisted soldier, last rank Staff Sergeant• Successfully led the administrative office of the unit, ensuring smooth operations and efficient workflow.• Trained and supervised subordinate soldiers, fostering a high-performing and cohesive team.• Demonstrated responsibility in managing vacation records, ensuring accuracy and compliance with regulations.• Acted as the primary deputy for the service regulations administrator, providing effective support and maintaining continuity in operations.• Developed and implemented duty schedules, optimizing resource allocation and facilitating seamless task execution. Show less

• 

  IBB Institut für Berufliche Bildung AG

  Aug 1987 - Feb 1988

  Export Coordinator

  • Advanced professional training (full-time)

• 

  Deister- und Weserzeitung Verlagsgesellschaft mbH & Co. KG

  May 1988 - Jun 1988

  Car Pool Driver

  • Temporary job to avoid unemployment

• 

  NEC Deutschland GmbH

  Jul 1988 - Jun 1996

  • Created comprehensive sales target overview and analyzed results based on revenue, profitability, and goal achievement.• Expanded analysis scope from 3 sales areas to all 11 areas (266% increase) and from 4 product lines to all 9 product lines (125% increase).• Developed detailed regular analyses of sales results, considering individual contractual salary agreements for each sales representative, laying the foundation for calculating flexible income.• Significantly increased planning and analysis coverage of sales channels from 27% to 100% and product lines from 44% to 100% Show less • Reduced processing time for creating the master price list with approximately 14,000 items by 80% (from 10 days to just 2 days) through strategic and efficient use of suitable software and coding automation.• Unleashed an extraordinary 40% reduction in price list creation costs, while simultaneously freeing up resources for other tasks.• Solved the EDP inability to provide the ordering status by conceiving an order confirmation and tracking system for 100% of the OEM customers, large accounts, and distributors, which resulted in a drastic increase of customer satisfaction. Show less

  • Specialist Analysis - Sales Planning

    Oct 1993 - Jun 1996

  • Spare Parts Sales Agent

    Jul 1988 - Sept 1993
• 

  Amadeus Data Processing

  Jul 1996 - Dec 2021

  • Substantial reduction in costs and the risk of contractual penalties for customer SLAs due to network outages by increasing network stability from 88% to around 95% through consistent monitoring and improvement of supplier performance and processes.• Enhancement of customer satisfaction through 100% resolution of service-related issues through proactive collaboration and coordination of internal and external IT teams.• Facilitation of ISO 27,000 and SSAE16 certifications for over a decade by ensuring 100% conformity of service management components and collaborating with internal and external auditors.• Successfully led multinational Vendor Service Management team, ensuring 100% alignment with team goals and enabling superior to focus on other priorities.• Enhanced project outcomes and mitigated vendor risks through expert-level involvement in service level negotiations and definitions for major in-sourcing and outsourcing projects.• Drastically improved cross-functional teamwork and internal efficiency by establishing and managing a divisional internal education forum (CIS academy).• Significant responsibility of the service level-related components of a business-critical project for the external outsourcing of services with 100% implementation and integration into the management of IT service providers.• Assistance in the selection and evaluation of IT service providers as a subject matter expert.• Participation in risk management in an advisory capacity for provider risk assessment. Show less • Established effective service management by implementing SLAs, targets, reporting, and penalties for 100% of the providers, even in the absence of defined deliverables in contracts.• Significantly improved customer satisfaction and company reliability reputation by continuously improving network availability through tight follow-up on problems, identification and elimination of single point of failure and recurring issues as well as by initiating service improvement plans and their close follow-up.• Launched regular quality of service review meetings for 100% of the providers to assess performance against targets, discuss incident and problem management, and to facilitate continuous service optimization• Enabled provider benchmarking and identification of improvement opportunities by launching a regular vendor assessment survey and resulting scorecard report. Show less

  • Senior Service Level Analyst

    Jul 2003 - Dec 2021

  • Service Level Analyst

    Jul 1997 - Jun 2003

  • Customer Service Specialist

    Jul 1996 - Jun 1997
• 

  LHM Services GmbH

  Nov 2023 - now

  IT Provider Manager