Sven
CTO/Chief Technical Officer - Germany - iCEO #49289

Experience

Over 15 years management experience in operations functions and delivery of large, mostly international projects and programs with complex requirements for business process and systems integration. Proven experience in turnaround management, business process redesign, CRM, and infrastructure and technology. Leading and developing multi-cultural and cross-regional teams.

Major Achievements

- Managed key initiatives within Infrastructure and Technology to support company's Turnaround Strategy: Implementation of a strategic and Globally consistent CRM solution for 6.500 users; introduction of a Global Workforce Management application; implementation of a Content Management System in conjunction with Siebel Enterprise. Program management responsibility included technology direction, supplier selection, contract negotiations, deployment, budget and staff responsibility. Global savings delivered by these initiatives in 2009 will be US$ 5.7 mio. - Directed the rationalization of more than 500 customer service tools down to two strategic CRM applications: SAP and Siebel Enterpise. Managed the deployment of SAP and Siebel within the European Customer Service organization (Dublin and Berlin); successfully performend change management. Tool rationalization and replacement of legacy systems contributed to the overall Customer Service KPIs: improvement of customer satisfaction (CSAT) by 56% and first-time resolution (FTR) by 23%. - Managed the technology departments; developed and maintained a high performance organization and customer service culture. Ensured seamless operations, high quality, sufficient staffing and resource planning, and budget control. Ensured 24/7 user support. Led and developed staff. - Established Six Sigma and ITIL methodologies as best practices for complex program management. Initiated Black Belt certification for selected staff.

Industry Sector Competencies

E-Commerce/Internet

IT/Computer Hardware

Systems Integration

Internet/e-Commerce

Financial Services

Professional Objectives

Function: CTO, COO

Sector: High-Tech, Internet

Interim Manager: Yes

Permanent Position: Yes

Operational: Yes

Availability: Full time

Prefered Locations: Europe

Countries Covered

Germany

Operational Competencies

Technologies to market (Expert)

Business development (Professional)

New product or service launch (Professional)

Company rescue or turnaround (Expert)

Close down or sell off (Expert)