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Director Operations (Customer Operations)

Director Operations (Customer Operations)

Work Experience

Region: Switzerland & Liechtenstein, on local contract Zürich (CH)4/04 - 11/06
Region: Switzerland, Austria, Liechtenstein, Czech & Hungary, on local contract Zürich (CH)1/03 - 3/04
Region: Central & Eastern Europe (CIS incl.), on local contract Zürich (CH) 8/01 - 12/02
Region: International Markets, Expatriate Assignment Zürich (CH)8/00 - 7/01

• Managing all activities necessary in providing my (internal & external) customers with the end-2-end products and services required to build and operate their networks, EMEA wide’. Main disciplines involved in this role:
- Pre-Sales: identifying and driving new business, increasing market share. Working closely with sales managers and engineering teams in answering tenders and proposals; aiming on providing world-class customer services at competitive costs.
- Project Director; managing the Pre-in-service project teams: Ensure all Nortel commitments for the complete region are fulfilled on time and within budget. Running regular operations and project reviews throughout the region to proactively identify and manage risk, hence achieving and improv-ing on margin targets and ensure contract/project profitability. Set and manage performance tar-gets, ensure staffing levels are met and managed, ensure professional management standards are adhered to. De-block internal organizational issues.
-Management Post-in-service Operations’ staff “Customer Facing Team”. Providing leadership and direction to the Customer Facing Team (Field Service and Service Account Management) in the region to maximise our support delivered through our core technical support organisation. Single Point of Escalation 24/7 to customer executive (CxO) management: Find the right people in the organization and driving a response according defined service levels.
-Manage and forecast key financial measures - Revenue, Orders, Days Sales Outstanding and Business Assurance Calls (BAC) with regional sales directors. Provided leadership to meet and exceed company financial targets. Weekly calls with all regional Account/Finance primes. Identify issues and risk that might impact revenue, adjust BAC forecast accordingly. Discuss Cash man-agement plans and sanctions needed to secure payment with CFO/CTO. Setting the priorities for everybody involved to secure the forecast be consistent. Launch actions needed to improve situa-tion, i.e. re-issue invoices, and apply credit notes.

• I was able to improve customer satisfaction by demonstrating a detailed understanding of the customer business (Opex and Capex) and forging strong Customer relationships.
• Planning and tracking the development of people in the Customer Facing Team through mentoring, train-ing, and other methods that will enhance people’s experience and qualifications. ESAT measured.
• I effectively managed relationships with 3rd party suppliers and channels, required to deliver customer requirements (post and pre in-service) and Nortel’s business objectives.

Region: Switzerland & Liechtenstein 4/04 - 11/06
• Leading role in restructuring the local organisation as a result of the crisis within the Telcom market and Nortel in particularly. Redefining operational go-to-market strategy, driving cost and staff reductions
• Responsible for annual commercial performance of US$45m. Span of control (line) 12 staff.

Region: Switzerland, Austria, Liechtenstein, Czech & Hungary 1/03 - 3/04
• I took on responsibilities for all customers within the region both carriers and enterprise related(direct and indirect through partner model).
• Responsible for annual commercial performance of US$120m. Span of control (line) 30 staff.

Region: Central & Eastern Europe - Carrier Networks, 8/01 - 12/02
• Customers: Iceland (Tal, Baltcom), CIS (Baykal Westcom, Sovintel, Teleross, Rascom), Poland (Pilicka, TPSA, Globtel), Greece (LanNet), Czech (Contactel), Switzerland (Sunrise), (Austria, Kapsch/Mobilkom)
• Responsible for annual commercial performance of US$450m. Span of control (line) 30 staff.

Region: International Markets- Carrier Networks, Expatriate Assignment Zürich (CH) 8/00 - 7/01
• In this role I continued the acting role of Senior Project Manager diAx, in conjunction with extended op-erational responsibility for EMEA customer base.
• Customers: Belgacom France and Belgium, Contactel Czech Republic, Tele Denmark, Telcom South Africa, Service Providers in Iceland, Russia/CIS, Malta, Italy.
• Responsible for annual commercial performance of US$450m.


Education

1992-94: Master of Science Degree in Electrical Engineering at the Delft University of Technology, Faculty of Information Technology and Systems. Graduation degree thesis Cum Laude (9 out of 10). Title: “Rate conversion of MPEG bitstreams by transcoding; Quality and com-plexity of the spatial and frequency domain approach”

1988-1991:Officers training (Cadet) Electrical Engineer at the Royal Netherlands Naval Academy, Den Helder. Inclusive Practical training on board a Commando Frigate

Project Management Professional (PMP) certification at the Project Management Institute, International Institute for Learning, London by Dr. Harald Kerzner (1999).


Skills

Experienced, highly customer focused senior business leader in the international Telecom & Internet Industry. I hold strong project, operational and sales background with P&L responsibility, a unique ability to articulate and transform strategy to efficient and fast execution. More than 10 years of extensive public sector telecommunication experience and 10 years military-navy experience. Ability to face highest workloads and managing business under pressure in an international and highly competitive and dynamic environment, facing a variety of multicultural and business behaviours. I have used my proven analytical, strategic and commercial skills to manage and build solid businesses in central European countries. Effective team building attitude and leadership skills to lead an develop staff in performance and productivity. Successful in creating and maintaining working relationship with Customer.

Languages

Dutch- Native Speaker
English: Fluent
German: Fluent
French: Limited/very basic

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