External IT Stream Lead in FTTH Wholesale Program; working with team of IT, Business Process Management, Commercial and Network staff.

• Assuming role of IT Stream Lead to build IT Platform to enable FTTH Wholesale business according to S/PRI standard.
• Tasks including business coordination, requirements management, IT project planning with development and test planning, progress tracking, risk and mitigation management, management reporting, contract negotiations with potential wholesale partners and S/PRI interface aggregator and steering international software integration partner.
• Closely working with team of CRM POs, Developers and Testers.
• From May 2025 assuming also role of Product Owner Wholesale Microservices, establishing and applying scrum structures.

External Business Program Lead; working with team of IT, Sales, Commercial, Security and Data Privacy staff.

• Assuming role of demand in Supervisory Board initiative to protect personal customer data in major Point of Sale applications. Developing blueprint and defining business user stories; budget and cost management, communication, reporting, rollout management. Result ? hardened applications and devices in ~ 2,000 POS of direct and indirect sales channels
• Business Project Lead for development of eID Legitimation at Point of Sale. Result ? SIM Registration Apps for brands o2 and Blau (OS: iOS and Android).
• Business Project Lead for development of two-factor E-Mail verification in acquisition in stationary sales channels. Result ? digital, GDPR-compliant process for provision of customer contract documents

• Restructuring DEV-OPS department based on ITIL framework.
• Analysis of existing structures, tasks, processes and employee skillset, compiling comprehensive report and designing target structure, roles & responsibilities.
• Result ? department target structure and blueprint for implementation.

External Program Manager; working with team of IT and Network staff.

• Managing major BSS/OSS transformation project for stakeholder Network Operations.
• Selection and implementation of network monitoring, configuration and capacity management solution. 
• Assuming role of lead negotiator and implementation project lead including budget and task planning, steering, reporting, communication.
• Result ? state-of-the-art network monitoring solution for the company?s fiber network.

• Concept for Implementation of ICM system for client in telecommunications sector and preparation of RFI

External Consultant, Program- and Project Manager; working with team of Customer Service, CRM, IT, Finance and Commercial staff.

• Set up and management of Program for contact and handling time reduction
• Scope including Siebel process and Service Request landscape optimization
• technical interface improvements (CRM, billing)
• customer process improvement with contact avoidance and deflection to selfcare
• identification of digitalization potential and feasibility, text module and system letters improvement
• identification and management of agent system improvement requirements
• revocation root cause elimination and handling optimization with effect on contact behavior

Various managerial roles including Head of Department Project and Portfolio Management and Head of Department Business Efficiency, Demand and Competency Management.

• Continuous and ad-hoc customer and support process improvements.
• Management of the three efficiency programs (Kabel, DSL, Mobile) within Vodafone Commercial Operations with several m?-savings contribution to company-wide OPEX-saving initiative ?Fit-for-Growth?.
• Management of major cross-departmental development, optimisation and change projects, including:
• Re-organisation of customer service in mobile and fixed net (part of agile team)
• Logistics Task Force, including NFF reduction, same day delivery, etc.
• Cloud-based ICM system TrueComp (Callidus Cloud/SAP) for customer service agent sales commissioning
• Master-ACD system for internal and external contact centre agents (AVAYA)
• Optical Character Recognition system (TIS), Guided Dialogs (EMPOLIS)
• Operations Demand Management
• IT-Release coordination and UAT management
• Negotiation of multi-m? ICM cloud contract with Callidus Cloud for Vodafone
• Implementation of Project Management standards and project status forum
• Project audit execution

• Establishment and heading of a team of IT project managers.
• Implementation of PM standards (Project Management Framework).
• Management of weekly project status forum IT Project Board.
• Implementation of ICM system on premise for the KD sales channels Retail, D2D, Telesales and SME.
• Implementation of OCR system ? IT role.
• Implementation of cockpit for contact center agents.
• Implementation of remote diagnostic client for Settop Box.
• Successful participation in various leadership trainings.
• Successful participation in PMP Seminar (PMI); PMP-certified on 25.07.2013
• External presentations at Callidus Cloud C3 events in London and Las Vegas

Project, product and process management in telecommunications, IT and media industries. Projects include:

• Various Terminal Projects. Consultant + Head of PMO, DTAG 2008-10
• VOD-Business Processes. Consultant, Kabel Deutschland 2007-08
• IT SOX-Project. Technical PL, o2 Germany 2007
• Realignment Quality Assurance. Consultant, Lexware 2007
• Business Concept POS System. Consultant, o2 Germany 2006-07
• Infrastructure and Process Optimisation. PL, o2 Germany 2005-06
• Customer Frequency Measurement System. PL, o2 Germany, 2005-06
• Online Cashier System (Phase 2). PL, o2 Germany 2004-05
• Online Cashier System (Phase 1). PL, o2 Germany 2003-04
• Project Management Guide. Author, o2 Germany 2004
• Market Research & Price Evaluation TC Infrastructure. Consultant, MERO 2003
• Oracle Applications Optimisation (System + Process). PL, o2 Germany 2002-03
• Service Provider Access Stack. Business Coordinator, o2 Germany 2001-02