Heinz Schläpfer

Responsible for the asset management software services operation in Switzerland, Austria and Germany Accountable for the SLA and KPI achievement People management responsibility for Switzerland Functional management responsibility for employees in Switzerland, Germany, Austria, Czech Republic and Slovakia Accountable for the integration of new customers within the existing IT infrastructure and tools Accountable for internal and external audits

Responsible for asset management Software, Hardware and Order management services in Switzerland and Austria Accountable for the SLA and KPI achievement People management responsibility for Switzerland Functional management responsibility for Switzerland, Austria and Czech Republic Accountable for the integration of new customers within the existing IT infrastructure and tools Accountable for internal and external audits

Analyse existing reporting data Improve data quality within delivery Identify new solution for data gathering Review organizational delivery structure Recommendation for new delivery setup

Responsible for the implementation of a new banking environment

Lead Midrange & AHS Services in Switzerland and Austria Accountable for the SLA and KPI achievement Responsible for the execution of improvement projects Accountable for the service merger between the local Swiss and Austrian teams and the corresponding workbench teams in Brno CZ Accountable for the workload transfer to nearshore and offshore Delivery Centers Coaching, mentoring and development of co-workers in Switzerland, Austria and Brno CZ

Lead Engineering and operation service for mainframe and distributed Storage Management Ensure the operation of Enterprise Systems Management Services for all outsourcing clients in Switzerland Build up new workbenches in the Integrated Delivery Center Brno CZ for Storage and Enterprise Systems Service Transfer of all operational level 1 and 2 tasks to the new workbenches Create and establish a finance model for the transferred operational services

Responsible for Windows NT platform engineering and operation teams Establishment of a uniform Swiss Windows Operation organization Consolidation and standardization of the Wintel Operation Delivery Centers in Winterthur and Basel Build up a Managed Windows Services workbench in the Integrated Delivery Center Brno CZ Member of the disaster management board for the location Winterthur

Build up and implement Problem and Change process for the delivery campus Winterthur Create and implement process measurement thresholds Train all employees on Problem and Change processes Accountable for planning and managing monthly maintenance windows within the data centre Lead the Change coordination meeting Lead the customers Problem meeting Critical Situation Manager

Accountable for Mainframe Host Operation, Unix Services, Windows Services, Messaging Services and Corporate Helpdesk teams Dedicated Service Account Manager for a Swiss outsourcing client

Responsible for Mainframe Host Operation, Unix Services, Windows Services, Messaging Services, Corporate Helpdesk teams Dedicated Service Account Manager for a Swiss outsourcing client

Built up and integrated the Corporate Helpdesk organisation Responsible for the Corporate Helpdesk organisation