Lars Hamacher

End-to end responsible for the Global Service Desk function which provides technical service desk support for Data Center, Cloud, Office IT Infrastructure, and global Application services for Vodafone’s business across local markets and Partners. Solely accountable in definition, implementation, monitoring and controlling of the support delivery from an offshore team located in Technology_VOIS. Customer satisfaction is in alignment to expectations and in line with global standards. .

• Process Owner for key ITIL processes: Incident Management, Hierarchical Escalation, Service Request Fulfilment. • Operational Accountability of the GSD function • Continuous improvement initiatives across all ITIL-related processes. • Leading a transition and offshoring project (e.g. Handover the GSD function from Egypt to India in 2018). • Steering the Offshore partner in Tech VOIS (India) to ensure SLA and KPI targets are met • Leading Service Review Meeting (SRM) and operational meetings.