
Ralf Erbacher
Fähigkeiten und Kenntnisse
Werdegang
Berufserfahrung von Ralf Erbacher
- Bis heute 8 Jahre und 1 Monat, seit Juli 2017
Senior Vendor & Contract Manager
Royal Ahold Delhaize
- 1 Jahr und 11 Monate, Sep. 2015 - Juli 2017
Service Delivery Manager
Royal Ahold Delhaize
- 2 Jahre und 6 Monate, März 2013 - Aug. 2015
Unit/Program Manager Device Management for ING, Rabobank, and Abn Amro Bank
Geldservice Nederland bv
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
- 4 Jahre und 7 Monate, Aug. 2008 - Feb. 2013
Senior Service Delivery Manager for Ahold
NCR Corporation
•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
- 2 Jahre und 10 Monate, Okt. 2005 - Juli 2008
Service Compliance Manager for Ahold
NCR Corporation
- 1 Jahr, Okt. 2004 - Sep. 2005
EMEA Change Manager for Managed Services
NCR Corporation
•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.
- 2 Jahre und 7 Monate, März 2002 - Sep. 2004
EMEA Business Operations Manager for Customer Care Centers
NCR Corporation
•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
- 11 Monate, Apr. 2001 - Feb. 2002
EMEA ATM Channel Management Operations Manager for CCC
NCR Corporation
•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.
- 3 Monate, Jan. 2001 - März 2001
EMEA Operations Manager/interim for Outsourcing Soluion Divisiont
NCR Corporation
•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.
- 1 Jahr und 1 Monat, Jan. 2000 - Jan. 2001
EMEA Project Manager for Outsourcing Solution Division
NCR Corporation
•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.
- 1 Jahr und 10 Monate, Apr. 1998 - Jan. 2000
EMEA Implemenation/Y2K Project Manager for Managed Services
NCR Corporation
•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
Ausbildung von Ralf Erbacher
- 1 Jahr und 1 Monat, Juli 1998 - Juli 1999
Project Management
The George Washington University
- 2 Jahre und 1 Monat, Mai 1989 - Mai 1991
International Business
University of California Berkeley and Saint Mary's College
Sprachen
Niederländisch
Fließend
Englisch
Fließend
Deutsch
Muttersprache
Portugiesisch
Grundlagen
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