Ralf Erbacher

Program Manager for the implementation of a new financial IT Platform “Fiserv Device Manager” to automatically detects and resolve incidences of the 12K financial devices (ATM’s, CDS’s, SBK.s) for the three leading Dutch banks, ING, Rabobank, and ABN AMRO Bank

•Managing the IT Service Delivery and Support Organization that is responsible for the In-store IT Infrastructure of more than 1850 Retail Stores in the Netherlands and Belgium. •Coaching and directly managing 30 resources, ensuring accurate budget and headcount management (+/-1.5% variances), daily operations (green OLAs and SLAs), and prompt resolution of issues. •Leading a team of highly skilled professional services resources (8 resources) that own and manage the supporting IT infrastructure; provid

•Successfully deployed and managed the Change Management Process that got indorsed by NCR Corporate to Global Standard reducing operating costs, increasing cross margins, and created additional revenue. •Brought a lot of structure to existing and new accounts to successfully manage change.

•Provided financial and accounting support to the EMEA Customer Care Centers Operations with an annual budget of approx $67 Mio and a workforce of 727 FTEs in more than 17 countries. •Successfully built, managed, and supervised regional back office team (12 FTEs in the UK and NL) to support the corporate strategy and vision. •Managed and delivered corporate quality metrics reports and analyses i.e. KPIs, SLAs per accounts, Remote Resolution Rates, Cost per Incident, Resource Capacity Management

•Run the day-to-day operations, supervising and coaching 50 Service Desk Professionals in six service centers throughout Europe and Middle East. •Built bottom up P&L for all ATM Customer Support Centers that led to Outlook/Budget Approvals. •Supported the ATM Channel management standardization and centralization of the operational units including the successful migration of the IT infrastructure. •Led and managed new customer implementations/transition projects into service delivery operational units.

•Run the day-to-day operational unit, supervising the main Service Desk Operations Center (45 FTEs) in Amsterdam including regional IMAC Onsite Technical Support Teams.

•Defined a set of standard project plans including list of tasks/Gant Charts leading to the successful, timely, and cost effective implementation of accounts. •Successfully project managed prestige’s accounts like BMW Financial Services, SHV Holding/Primagas, and a number of German Banks.

•Responsible for the EMEA Area Readiness to Deliver and Support Process (ARDS) for New Equipment Implementations insuring on-time service delivery capacities from taking the first support call to dispatching the Field Engineer with the right parts. •Insured new Customer Implementations are managed and transitioned into existing service deliver operational units with the right skill sets. •Facilitated and successfully managed EMEA Y2K War Room and 7/24 teams