Ludwig Schick

Leading the Automation Program for Atos Germany from an End to End perspective. Accountable for the research and implementation of automation tools and methods. Responsibility for the organisation wide business cases and the achievement of savings due to automation Success: • Automated ticket flow & execution for service requests • Self-healing implementation in data centre • Automated ticket analysis for process gap identification established

Accountable for the delivery and execution of all ITIL processes for 300 plus customers out of different industry areas. Budget responsibility and procuration. Leading of 200+ FTEs. Partner management of 3rd Parties and Vendors. Driving outsourcing activities. Leading teams of: Global Service Desk; Major Inc Management; Inc Management; Problem Management; Change Management; Config Management

Leading teams of Incident Management; Quality Management and Service Desk Manager. Lead, manage and motivate international teams of experts accountable for: • Major Incident Management for all Vodafone Group Services • Service Desk, 1st Level Support, Application Monitoring • Manage outsourcing partners

Design, build and run of Vodafone Group´s first Service Operation Centre from scratch including Monitoring; 1st Level Support & Service Desk accountability. Success: • Successful Implementation of a complete Service Operations Centre from scratch in all aspects • ITIL process implementation incl. design and improvement • Part of the Global Leadership Program for potential executive manager • Establishment and control of Partner Management

Accountable for operational business within the Vodafone D2 Service Operations Centre. Management escalation partner towards customer care and operations. Ensure proper handover from project into operations. Guide, lead and develop of SOC team leaders. Securing of SLA achievement towards the customer care organization, monitoring of SLA violations between technical departments, fault management for end user. Development of operational processes, tools and information management

Leading of Ericsson´s Network Operations Centre as part of the Managed Service Organisation. End 2 End responsibilities for all services provided to external customers including budget accountability. Success: • Move from RED to GREEN for customer SLA fulfilment • On boarding of new customers locally and abroad • Participation in the Global Leadership Program

Responsible for creation and establishment of internal processes, leadership of the shift and back office team. Accountable for shift planning and on-call duty planning. Securing of operative business, customer networks and service / working level agreements towards the customers.