Torsten Kroeger-Global Service Manager

• Customer single point of contact for all project and program related tasks to Contrail Cloud NFVI (NIMS)
• Managing client expectations including leading tiger call-outs and war rooms
• Coordinating customer requests on delivery and change board
• Reporting on daily, weekly and monthly steering meetings the success rate and program issues
• Overseeing incident ticket follow up
• Reporting internally the incident burndown
• Deep dive into particular technical problems on demand
• Serving as lead in coordination and communication between the customer, sales, services and engineering teams
• Constructing clear plans of action and driving clear demarcation of ownership and accountability
• Coordinating and analysing integration strategy plan with suppliers such as Red Hat and IBM

• Managing 4 highly valued multinational customer accounts within Europe and LATAM
• Responsible for the client day to day operational success
• Overseeing the monthly billing and invoicing
• Tracking and logging network changes, cancellations and new mWAN/SDWAN sites
• Controlling and issuing new service acceptance certificates
• Leading and preparing monthly customer review meetings
• Preparing monthly customer invoices and billing forecasts
• Single point of contact for any client questions and concerns regarding daily operation
• Managing client day to day issues and requests
• Client contract management
• Tracking and reporting inventory
• Reporting and overviewing software and hardware end-of-life support
• Close interaction with sales and presales
• Managing yearly sales forecast
• Monitoring and reporting SLAs and KPIs
• Control of project forecast and cost
• Reporting quarterly P&L based on side implementation forecasts

• Built successful new country entities and operations in Latin America with a total of 200 employees
• Prepared market strategies to enter 5G rollout, 4G modernisation/swaps and site management
• Applied company regulations and processes
• Successfully managed a USD 4 M start-up budget per country entity
• Monitored orders, production values, cash in and P&L
• Oversaw business operations in EU, APAC, LATAM and USA
• Interfaced with HQ on 5G trials for knowledge sharing, transitions and transformations
• Steered finance and operational meetings
• Stakeholder management with direct reporting to the CEO and company VP
• Responsible for company ongoing rebranding and global expansion
• Close KPI and SLA monitoring
• Managed E2E operations for NI, TI, NPO, CW, drive testing and optimization projects in Latin America
• Overall responsible for business development and operations
• Overhead and cost control, process implementation
• OPEX/CAPEX monitoring and reporting

• End-to-end project management responsibility
• Planning and evaluating with third parties all radio optimization based on locations
• Evaluation of test and acceptance documentation
• Steering and reporting two rollout and modernization projects
• Reporting various cross-functional deployment and modernization projects towards the board and internal and external steering
• Leading vendor steering meetings
• Aligning on project plan and timelines
• Ensuring best quality including risk and escalation management and quality assessment
• KPI and SLA monitoring and reporting towards upper management
• Close interfaces with TI, operation, radio planning, technical management, project procurement and line organization
• End-to-end planning of activities and rollout schedules
• Steering stakeholders and third-party partners
• Escalating issues to internal and external stakeholders
• Responsible for project handover and acceptance towards the line organization
• Steering and planning internal and external project meetings
• Agreed budget reporting and management (~USD 14 M+)

• Managed back-office technical teams on flagship managed service projects in a multi-cultural environment, responsible for 125+ engineers and 6 team leads across core, RAN, fixed, IP, OSS, IT, escalation and change management and network assurance
• Handled recruitment, welfare and pay awards for operational staff
• Acted as consultant on implementation and installation of facilities including health and safety
• Delivered operational support services following customer contractual requirements focusing on KPIs, PIs and SLAs
• Monitored performance and provided risk analysis
• Managed contract negotiations and milestones, led technical task force, managed escalations and interfaced directly with customers
• Delivered and reported NOC results to C-levels
• Overall responsibility for 1st and 2nd line BO/FO support and escalations
• Responsible for carpool, employee appraisal, NOC access control, shift and on-call approvals

• Responsible for technical success in the transition and transformation phase for the back office
• Recruited multinational resources, defined resource schedules, conducted interviews
• Planning and risk management and coordination of trainings
• Aligning on and adapting to customer requirements
• Setting up new office environment for front-office and back-office
• Overseeing and aligning on agreed KPI and SLA definitions
• Agreeing and finalizing operational manuals and handbooks

Various locations and positions across APAC, LATAM and EU