Vice President Customer Success, Go-To-Market

• Oct 2021 - Present

Director of Customer Success EMEA

• Sep 2020 - Mar 2022

Head of Service Management and Governance

• Jan 2018 - Sep 2020

Lead a global team with technical and employee-related responsibility including budget and staffingDeveloped global standard policies and practices that are aligned to business strategies to reduce costs and improve technician productivityInitiated, developed and implemented a new supplier and partner platform including all ITcontracts and outsourcing controlsImplemented ITSM processes and tools globally for all group divisionsAnalyzed customer and performance data to make strategic decisions about further improvement potentialConducted customer satisfaction surveys and created the appropriate risk reduction plansSet up and maintained supplier management for business partners and third party vendors in conjunction with corporate leadershipEvaluated global and interdivisional As Is processes and determine To Be processesWorked with business associates and IT associates within CPO organizationPerformed global IT risk assessments, audits and certifications e.g. ISAE 3402, PCI DSS, GDPRImplemented tools and services for customers including set-up of support structures and operating modelsEstablished and implemented business and service continuity procedures and processes

IT Risk Manager

• Aug 2016 - Jan 2018

Set-up IT risk management policies and proceduresImplemented IT risk processes and toolsSet up an internal control system to ensure the compliance of the operational control systemResponsible for coordination, preparation and submission of PCI/ISAE audits and evaluation of further controls or audit types necessary with sales/customersPerformed global risk assessment and initiated risk mitigationsImplemented a global IT risk coordinator concept including the interface between IT risk and operational risk

Process Manager

• Feb 2014 - Aug 2016

Analyzed, recorded and assessed IT-based business processes in terms of businessefficiency and qualityResearched, implemented and customized case tracking systems, ensuring all incidents, changes and service requests tracked, Introduced modelling guidelines for process mappingBuilt and maintained the process repository in compliance with standards and guidelines

Consultant

• 2013 - 2014

Participated in process and IT security management improvement projects including annual risk reports Performed requirements engineering for IT tools and processes Organizes statutory financial audits – IT / business chapter Participated in process and IT security management improvement projects including annual risk reports Performed requirements engineering for IT tools and processes Organizes statutory financial audits – IT / business chapter

Projekt Consultant

• 2012 - 2013

Standardized packaging processes for various truck series Developed and implemented tools for information exchange between different manufacturing locations Virtual reality pre-assembly: Analyzed potential applications fir digital mock-ups in the product development process Standardized packaging processes for various truck series Developed and implemented tools for information exchange between different manufacturing locations Virtual reality pre-assembly: Analyzed potential applications fir digital mock-ups in the product development process