Kim Dengs

Service Delivery Lead (PMO, ISO, Contract Management, Service Management, IPT, WAN/LAN, Security, TEM/PO, Datacenter core network and projects), on the largest infrastructure outsourcing project in Europe Responsible for P&L Leading the global delivery and project teams (>200 employees) Accenture Service Management lead of the IO and Service Delivery and Stabilisation tower in Austria, Swiss and Germany Accenture Service Integration Champion for Europe

Executive coach and advisor for the Division Director for the IT project area of a major global insurance company. Lead the Service Readiness, Service Level Management and Governance teams (>10) for the largest infrastructure outsourcing project in Europe. Structure and developed the global service management concept and lead its implementation.

Engagement Manager and Senior Consultant concentrated on taking the client’s challenges and using best practice methodologies e.g. ITIL, Lean Six Sigma and CoBIT, to reach a client focused solution. The engagements were within banking and financial services, energy and telecom sectors. Co-Leading the buildup of the TCS Service Management consultancy practices in Germany Creation of a consultancy service portfolio Process assessments and transition in a major global bank (Top 3)

Leading the Incident, Problem and Availability Management implementation after the ITIL model. Providing guidance and oversight of the Vendor Management department's development. Appointed Project Owner to special cost focused projects and heading the incorporation of Lean Six Sigma tools and strategies into the operation. Program Manager of the Outsource Services projects and other cost driving projects

Requested by the client to participate in and lead the insourcing of the network management. Leading the Incident, Problem and Availability Management implementation within the client’s organization after the ITIL model. Providing guidance and oversight of the Vendor Management function development.

Leading the infrastructure service deliveries out of Denmark, Hong Kong and USA. I successfully managed to maintain the agreed SLAs and KPIs during a difficult transition period and thereby upheld high client satisfaction. Because of this, I became part of the clients’ operational negotiation team towards the global service providers. The duties include all IBM deliveries related to the operation of the global network (WAN, LAN, core network etc).

Responsible and accountable for the daily operation of the clients’ infrastructure of 800+ sites. Part of the clients’ escalation team for all infrastructure incidents. The responsibilities included all tasks related to the daily operation of the global network supported by internal and external service providers.

Resource responsibilities including hiring, appraising and coaching. Leading and driving role in establishing the Global HelpDesk in India ("low cost center") and involved in scoping, finance, education and operation. As part of the project I was in India for 5 weeks during the production launch.

1st and 2nd line support in Global HelpDesk. Responsible for all documentation and knowledge management for the Service Desk.