Werner Walotka

• Led a 20-person cross-functional support team across data center operations and software maintenance, sustaining infrastructure processing 1M+ daily biometric and vehicle-registration transactions. • Closed a $4M acceptance milestone by securing client sign-off on a flagship software module through a contested, high-stakes negotiation that aligned competing stakeholders. • Renewed $3.2M in annual software maintenance revenue by sustaining client confidence in long-term platform value and reliability.

• Owned full P&L for the $2M support business, managing cost, margin targets, and business planning across government and enterprise accounts. • Renewed two support contracts back-to-back worth $2.3M and $300K by delivering consistent day-to-day service that removed any reason to switch. • Lifted NPS 30% in 90 days across both accounts by resolving the SLA gaps driving client perception and staying close through the turnaround.

• Helped unlock an $8M technology-refresh contract for a flagship Philippines client by leveraging a strong support track record as a negotiating asset. • Improved support margin 10% through cost discipline and renegotiated third-party vendor contracts, with no impact to SLA or service quality. • Coached a Support Program Manager to close an Indian renewal at 30% higher contract value, independently.

• Renewed multiple support contracts in the $2M–$4M range, with trust built in daily delivery making renewals straightforward. • Won a $1.1M expansion for a Philippines client by demonstrating service quality strong enough to extend scope. • Cut internal third-party costs 50% by moving to an alternative vendor — real margin improvement with no service trade-off. • Introduced structured business planning and cost forecasting to the APAC portfolio, providing margin visibility early enough to course-correct.

• Secured $3M+ in renewals and $2.3M+ in expansion on a single account as client trust converted into new commitments year over year. • Maintained SLA compliance on mission-critical billing and charging systems serving millions of subscribers, coordinating local support with global R&D to resolve escalations in-window. • Owned cost and margin — vendor spend, resourcing, and profitability targets — alongside consistent service quality, keeping the account stable through NSN's global restructuring.