Thorsten Luebeck

- IT- Service Provider Management - IT-Transition Management - Vendor Management

• Accountable and Responsible for delivery of Database Operations (around 7k Databases, worldwide) • Accountable for quality of operations • Manage and track operational risks • Organisational enablement (onshore/offshore) • Automation and DevOps • Vendormanagement

• Manage the post-acquisition integration of the BEA Central EMEA Support Delivery Organization • Act as an escalation manager for high severity customer • Visiting strategic and escalated customer • Offshore experience: India, Romania • Perform line management activities of an EMEA wide team of Support • Monitor and manage according to Key Performance Indicators (KPIs)

• Lead the Central EMEA Support Delivery Organization • Offshore experience with our outsourcing partners HCL and KPIT: • Act as an escalation manager for high severity customer • Visiting strategic and escalated customer • Perform line management activities • Build effective working relationships with other functions such as Sales, Professional Services and Pre-Sales to protect margin

• Dedicated Escalation Manager for high severity customer issues in Europe • Main contact for senior management (internal/external) • Accountable for finding solutions to critical situations. • Responsible for defining, tracking and communicating critical situation action plans. • Engaging necessary resources cross functions to staff a resolution plan. • Visit escalated customer. • Reviewing and improving escalation process.

• Escalation Manager for high severity customer issues in Europe • Providing 24x7 escalation support to Oracle EMEA Executive Management team. • Accountable to bring customer situations from ‘hot’ to ‘business as usual’ • Visit escalated customer • Engaging necessary resources across functions to staff a resolution plan.

• Escalation Manager for high severity customer issues in Germany • Engaging all necessary resources cross functions to staff a resolution plan. • Managing action plans and communicating status reports to business stakeholders (internal/external) • Visit escalated customer.

• Accountability to manage the technical business relation for one strategic global key account (wholesale) • Ensuring customer success by managing against KPIs like major incident reduction, service recovery time, fulfillment of Service Level Agreements, customer satisfaction and customer loyalty index.

Diploma program: Managing the Service Delivery System