Marcus B.-Stream Lead Technical Setup UCC and Contact Center

International family-owned company | Revenue over EUR 1 billion | CONFIDENTIAL

• Led the setup and operationalization of an enterprise-wide PMO as a central management function.
• Structured a portfolio of more than 15 strategic transformation initiatives; coordinated international locations, functions and project leads.
• Established governance for project intake, responsibilities, decision stages and steering cycles; prepared management reports and managed risks and dependencies.
• Set up the PMO environment using Microsoft 365, Planner Premium, SharePoint, Teams and Forms; standardized and automated status, action tracking and reporting processes.

IKT-Arbeitsplatz Berlin | Telephony, LAN and UCC

• Held overall responsibility for the telephony and LAN modules and coordinated technical and organizational activities for the State of Berlin's IKT-Arbeitsplatz.
• Harmonized Alcatel and Cisco telephony; positioned ALE Rainbow as a UCC and collaboration layer in a complex multi-vendor environment.
• Worked on PBX/IP Centrex and softphone integration, connectors, LDAP phonebook, desk sharing, self-service, manager-assistant, conferencing and Rainbow Contact Center functions.
• Structured a technical proof of concept covering BerlinPC, VDI, mobile devices, SBC, firewall, WebRTC, SIP-TLS, SRTP, IAM, emergency calls, data flows, logging, deletion, accessibility, administration, outages and recovery.
• Managed interfaces, dependencies, test and acceptance criteria, issues, residual risks, evidence and decisions with ITDZ, government departments, service providers and manufacturers.
• Revised the project charter, service contract and service description in line with PLAN-Build-Light; prepared outstanding issues lists, decision papers, and service and governance documents.
• Also designed and quality-assured EU-wide IKT tenders, including criteria catalogs, evaluation models and decision papers.

Fiber-Optic and Infrastructure Transformation

• Set up a Program Management Office to synchronize transformation projects, milestones, dependencies, and reporting standards.
• Managed architecture and integration for Customer Relationship Management (CRM), Enterprise Resource Planning (ERP), Business and Operations Support Systems (BSS/OSS), and TKI construction management.
• Developed current and target architectures, data flows, interface models, implementation plans, and decision papers.
• Conducted in-depth process analysis and optimized responsibilities across business departments, IT, and operations; translated findings into specific work packages.

• Led the founding of the non-profit organization "Urban Art Kids e.V." to promote access to art for children
• Developed and launched an initial set of support activities and programs to achieve the organization's mission
• Oversaw the planning and concept phases for a blockchain-based platform to securely manage, present, and exchange children's physical and digital artworks
• Initiated the use of Non-Fungible Tokens (NFTs) for rights management and evaluated the introduction of Social Coins to increase community engagement

Fiber-Optic Transformation

• Transformed a traditional infrastructure division into a modern fiber-optic organization.
• Redesigned IT and telecommunications systems, end-to-end processes, and organizational responsibilities.
• Created a modernization plan for system integration, automation, and digital workflows.

International Retail Operations

• Independently analyzed the complete operating model and end-to-end transaction processes using BPMN (Business Process Model and Notation), a standard for process modeling.
• Prioritized key risks, process gaps and compliance requirements; translated them into concrete transformation projects.
• Contributed to e-money and digital wallet concepts, and defined metrics and reports for settlement, compliance, risk and partner management.

• Analyzed and optimized end-to-end retail processes using BPMN and created the related documentation
• Initiated and carried out risk analyses in the context of company-wide changes and transitions
• Ensured financial compliance and worked with external auditors
• Implemented agile methods to quickly identify and resolve process bottlenecks
• Contributed to the design and implementation of an e-money solution to improve payments and increase customer satisfaction

• Developed and coordinated the infrastructure for the efficient operation of the manual process
• Led and developed a high-performing team to promote cohesion and align efforts with project goals
• Created and coordinated a practical operational launch plan for effective implementation
• Evaluated and coordinated operational topics to ensure a smooth rollout
• Coordinated departments across the company to improve collaboration and achieve project goals

• Implemented new XML schemas (DITA) to modernize the data architecture and enable content reuse across different platforms
• Conducted a comprehensive review, documentation, and consolidation of existing BPMN processes to optimize workflows and improve operational efficiency

• Established a dedicated app development unit and managed international product and platform initiatives.
• Introduced solutions for device management, software updates, diagnostics, and portals on end-user devices.
• Responsible for product strategy, delivery plans, business cases, customer experience, and cross-functional delivery; scaled digital services reaching millions of users.

• Building digital platforms and new business areas; founding a European streaming pioneer and working on projects for Microsoft, ARD, Deutsche Telekom, Bertelsmann and other large companies.