Basic-Profil
Profilbild
Torsten Bolte
Sofort verfügbar
Experienced Program/Project Manager and operations leader

Allgemeine Informationen

Startdatum
ASAP / ab sofort
Auslastung / Workload (Mehrfachauswahl möglich)
Vollzeit
Remote
75 % Remote
Umzugsbereitschaft
Nein

Kenntnisse

Sprachen
  • Deutsch
  • Englisch
Skills
  • Management
  • Partnermanagement
  • Projektleitung
  • Risk Management
  • Stakeholder Management
  • Business Analyse
  • ITIL
  • Portfoliomanagement
Eigene Skills
  • Business Operations
  • Cross-functional Collaboration
  • People Management
  • Programmmanagement
  • Budget/Financial Reporting
  • Contract/SLA Negotiation
  • Technology transformation

Berufs- und Projekthistorie

Experienced Program/Project Manager and operations leader in software, telecom, and digitalization/transformation programs, with long-running customer/partner management across DACH/EMEA and hands-on leadership of cross-functional delivery teams. 
PMP and ITIL-certified, with scope spanning delivery, finance, resourcing, risk, reporting, and agile/waterfall execution.

Program Manager Refactoring (Mainframe)
Duration: 31 Months (09.2022 – 03.2025) – Astadia (an Amdocs company)
Led program management for EMEA mainframe customers, covering delivery, PoC execution,
assessments, risk management, and stakeholder coordination across German and international
engagements
Main tasks:
Lead all program and project management activities for assigned customers around Mainframe
modernization/transformation offerings (from RfP to Acceptance/Handover).
(Multi-) Project Management of Astadia services for Mainframe to Cloud project with German Railway
(DB Cargo) and for Mainframe transformation project with legal services in Italy.
Project manage execution of Proof of concepts and Assessments in Legal, Banking,
Telecommunications and Automotive for customers globally.
Stakeholder management and representation of Astadia in delivery/planning/review contexts.
Additional tasks:
Guide self-organizing agile development teams and help improve structure and dependency
management to ensure delivery
Serve as critical point in evaluating risks and impediments to success
Assist with roadmap and increment planning.
Establish and supervise metrics for key program work and presentation to leadership, portfolio
management and partner.
Tools:
MS Teams, M365, Office365, MS Office (Outlook, Excel, Powerpoint, Word, OneNote, OneDrive), MS
Project, Jira, Sharepoint (Project), Confluence, Azure DevOps,
Communication peers:
External: Customer, Partner, Subcontractor
Internal: Company/BU management (C-level, D-level), Sales, Product development, Product
management, Finance/Controlling, Procurement, Partner Management, Legal, Human resources,
Technical support.
Work language:
English (prime), German

Programme Manager
Duration: 19 Months (01.2018 – 07.2019) – Modality Systems Germany GmbH
Ran Germany operations as Head of Operations and Program Manager, supporting Deutsche
Telekom consulting delivery tied to Microsoft O365 and workplace digitalization. Emphasized delivery,
resourcing, finance, partner management, and sales support.
Main tasks:
Lead all operational processes for Modality Systems Germany, incl. Delivery, Finance, Resourcing as
well as partner/ sub-contractor management and Sales support.
Management of Modality service/product delivery to the German market
Management of partners and sub-contractors (Vendor management)
Representation of Modality in commercial and delivery/planning/review contexts
Manage resourcing – internally and with partners – including role definition and recruitment
Additional tasks:
In conjunction with (Pre-) Sales team, actively introduce/upsell, as appropriate, Modality
products/services to complement/enhance agreed delivery
Track and QA delivery to customers including utilisation, acceptance and commercial coverage with
particular focus/responsibility for Deutsche Telekom related delivery and revenue recognition
Internal communication of German market/customer requirements, acting as ‘customer champion’ with
‘business case’ for resource alignment/funding
Ensure German delivery team has correct composition/skills to satisfy known and projected needs
Internal communication re general German market delivery and lessons learned to a wider Modality
audience and in Management forums
Maintain knowledge of key O365 provision, benefits/limitations and roadmap
Tools:
MS Teams, Skype for Business (SIP), M365, Office365, MS Office (Outlook, Excel, Powerpoint, Word,
OneNote, OneDrive), Salesforce, MS Project, Jira, Sharepoint (Project), Confluence (Customer)
Communication peers:
External: Customer, Partner, Subcontractor
Internal: Company/BU management (C-level, D-level), Sales, Product development, Product
management, Finance/Controlling, Procurement, Partner Management, Legal, Human resources,
Technical support.
Work language:
English (prime), German

Technical Account Manager
Duration: 3 Years (2015 – 2017) – PGi
Customer-facing role -Owned technical account management for Diamond Accounts in DACH, acting
as the link between customer stakeholders, product teams, and service owners. Focused on solution
strategy, partner integrations, proposal support, and relationship management
Main tasks:
Ownership of customer relationships with technology groups, product management, and service
owners
Evangelism and development of preference for PGi Products and Services within customer
constituencies including PGi partner solutions (e.g. Microsoft, Cisco, …)
Proposal (RfP) and solutions development based on PGi and Partner Products and Services
Ownership of internal relationships with technology groups, product management, project
management office and operations to act as bridge between our product and our customer.
Support introduction of Modality Systems GmbH to German Market
Definition/Alignment of all operational processes for Modality Systems GmbH and its delivery partners,
including continuous and strategic monitoring and reporting
Additional tasks:
Technology alignment with the customer including joint roadmap & proposal development
Expert opinions and guidance based on deep knowledge of products, service and strategy provided by
PGi, Microsoft, Cisco and other PGI technology partners
Implementation support: provides insight and support to PMO Lead
Tools:
Skype/Skype for Business, GlobalMeet (PSTN/SIP), Adobe Connect (Customer), Office365, MS
Office (Outlook, Excel, Powerpoint, Word, OneDrive), Salesforce, MS Project, Jira, Sharepoint
(Project), iMeet, Cisco WebEx, VideoMeetingRoom (VMR)
Communication peers:
External: Customer, Partner, Subcontractor
Internal: Company/BU management (C-level, D-level), Sales, Product development, Product
management, Finance/Controlling, Procurement, Partner Management, Legal, Human resources,
Technical support.
Work language:
English (prime), German

Manager Consulting & Support
Duration: 18 Months (10.2012 – 03.2014) – Orga Systems GmbH
Managed DACH program delivery for a cross-functional, multicultural, geographically dispersed team,
including customer strategy, service delivery, reporting, and launch of a new Order2Cash product into
Automotive
Main tasks:
Operational customer, partner and subcontractor management (multiple management level), primary
point of contact for and company representative in any management discussion/meeting
Lead all service delivery activities of cross-functional, multi-cultural and geographically dispersed
(onshore/offshore) customer specific project teams (internal & external resources) incl. staff planning
(allocation/recruiting), skill definition and team development (training, coaching/mentoring)
Actively driving the strategic customer dialogue on long-, medium- and short-term topics to establish a
trusted business partnership with customers, partners and/or subcontractors
Operationally lead first introduction of new integrated Order management and Billing software solution
into new target market (Automotive)
Continuous monitoring and reporting (incl. C-level reporting) all program/project activities focusing on
time, cost and quality KPIs (considering the actively defined customer strategy).
Proactively identify and validate upsell opportunities in close cooperation with the customer / Product
Management/ Product Development / Sales and create the corresponding offers (price definition
based on estimated cost, risk and margin guidelines) and SOWs
Additional tasks:
Define and communicate internally overall customer strategies considering the specific external
requirements and the internal product/resource development planning
Support definition and implementation of internal strategy on business unit development
Active contribution to best practice knowledge sharing and global asset development (for reuse)
Tools:
Skype, MS Office (Outlook, Excel, Powerpoint, Word, OneDrive), LotusNotes, MS Project, Jira,
Sharepoint, Order2Cash
Communication peers:
External: Customer, Partner, Subcontractor
Internal: Company/BU management (C-level, D-level), Sales, Product development, Product
management, Finance/Controlling, Procurement, Partner Management, Legal, Human resources,
Technical support.
Work language:
English (prime), German

E-Postbrief: A Deutsche Post DHL developed solution to provide secure transmission of electronical
letters with online or printed delivery for residential (individual transmission) and business customers
(mass transmission, delivered as a hosted solution (delivery as SaaS).
Teamlead Operations and Support E -Postbrief
Duration: 12 Months (04.2011 –03.2012) – Deutsche Post DHL
Led operations and support for the E-Postbrief business customer solution, introduced ITIL-based
support processes, and managed team development, recruiting, and operational optimization. Framed
the role as service operations leadership tied to process improvement
Main tasks:
Lead and manage functional and disciplinary the Operations and Support Team (external & internal
resources) incl. team recruiting, team change (external to internal) and resource development.
Definition and implementation of internal strategy, positioning/establishing department as line function
within business unit and being delegate of authority for head of department.
Internal interface to customer service (1st line), development, test, product management, operational
and strategic customer connection department and Sales Support
Introduction and establishing of ITIL based Support processes
Optimization of operational activities regarding operation, linking and support for business customers
Operational subcontractor management for selected VPN technologies and data center
infrastructure/operations

PMO Operations and Support E -Postbrief
Duration: 5 Months (11.2010 –03.2011) – Deutsche Post DHL
Definition and planning of department strategy (general setup, processes, optimization initiatives) incl.
monitoring and reporting
Main tasks:
Definition and implementation of department specific reporting and KPIs as well as drive definition and
support implementation of department setup, processes and recruiting
Management of resource agencies and overall budget control (resources, infrastructure, product
specific cost)
Support head of department on all operational topics (resourcing, definition of work packages,
implementation planning, monitoring).
Tools:
MS Office (Outlook, Excel, Powerpoint, Word), MS Project, Jira, Sharepoint
Communication peers:
External: VPN technology Software/Hardware suppliers, Data center infrastructure/operations
Supplier, Resourcing agencies
Internal: Customer service (1st line), Product development, Test, Product management, Operational
and strategic customer connection department, Sales Support
Work language:
German

Advisor/Manager OSS/BSS Integration
Duration: 4 years (2005 – 2009) – Nortel
Customer Management responsibility for Implementation of OSS/BSS Solutions in DACH/EMEA with
disciplinary/functional people management responsibility
Main tasks:
Definition, engineering and implementation of customer specific OSS/BSS software solutions, mainly
for Carrier VoIP (SIP) and Data networks (IP)
Consolidation of customer requirements (sources: RfP, Customer surveys, …) to define a solution
concept considering the existing IT-Landscape and operational processes (incl. business models)
Cost estimation of targeted solution (Hardware/ Software, Installation and Commissioning,
Customization) incl. selection of 3rd Party software vendor and definition of scope for subcontract.
Price definition based on cost, risk and margin guidelines
Project management (with special focus on delivery in time, cost and quality) of one particular and
program management (focusing on planning, monitoring and Hot issue/Engagement/Risk
management) of various parallel running projects
Partner and subcontractor management to ensure delivery based on contractual agreements
Execution/Monitoring of hand-over process (incl. Acceptance testing)
Additional tasks:
Definition of standardized solutions and implementation processes as well as strategic definition of
Service portfolio (incl. vendor selection) and creation of contractual binding Scope of Work documents.
Support Sales and Pre-sales organization to ensure accurate positioning of specific solutions and
services by attending/running customer presentations as well as supporting Purchasing and Bid
management on delivery content and pricing for subcontracts/bids
Maintenance of customer relationship and push sales by identification and communication of Service
Up-sell opportunities (consultancy, customization, managed services) or presentation of new team
related service/delivery capabilities to existing customer base
Tools:
MS Office (Outlook, Excel, Powerpoint, Word), MS Project, Jira, Cloud-PBX
Communication peers:
External: Customer, Software/Hardware suppliers, Service delivery partner
Internal: Account/Sales, Pre-Sales, Bid-Management, Purchasing, Supply management, Project
Office, Tech. Support, Network Integration, Development, Product/Service management, Legal and
customer specific operational leader
Work language:
English (prime), German

Techn. Account Manager / Advisor / Manager 3rd level Support
Duration: 5 years (2000 – 2005) - Nortel
Product/Customer responsible 3rd level Support Manager (with disciplinary/functional people
management responsibility) for DACH/EMEA region in direct customer contact
Main tasks:
Ensure all reported problems for customers are resolved in accordance with contracted SLAs and
existing support processes
Creation and communication of customer specific service reporting (external/internal)
Escalation point of contact for customer/internal management in Emergency situations (Customer
Advocacy/Engagement Manager) and management of internal resources to resolve existing outage
situations (active case management)
Presentation of final/work around solutions (incl. risk, exceptions) in front of customer management
Ensure accurate problem reproduction and analysis (RCA) incl. customer communication of results
Creation and maintenance of customer specific emergency documentation
Regular (monthly/quarterly) and on demand (emergency/outage) customer visits as well as support
CSAT processes and activities
Additional tasks:
Planning of software updates/upgrades with customer
Identification of customer specific software feature requests and communication into Product
management/Pre-Sales/Sales as well as identification of Service opportunities (Up-Sell opportunities)
and communication into Sales team
Support setup and management of PAN-European team of Customer Support Managers (TAMs)
Creation and maintenance of 3rd level tech. support cost model for EMEA.
Initiate creation and optimization of ‚Installed base database for EMEA, incl. Equipment, SLA targets
and KPIs, support budget, software level, customer specific agreements
Analyzing of existing support processes for improvement and internal communication
Tools:
MS Office (Outlook, Excel, Powerpoint, Word), MS Project, Jira, Clarify, Remedy
Communication peers:
External: Customer, Servicepartner
Internal: Account/Sales, Pre-Sales, Bid-Management, Network Integration, Development,
Product/Service management and customer specific operational leader
Work language:
English (prime), German

Ausbildung und Zertifikate

Education
 [Telefonnummer nur mit Premium sichtbar]      Communications engineering    -    FH Wolfenbüttel  
                          Diploma work: Arcada Polytechnic, School of Technology Espoo, Finland

Certifications
Certified PMI Project management professional (PMP Certification) 
ITIL Foundation v3 certified
 
Mehr Kontaktdaten mit Premium

Kontaktdaten in Freitexten sind ab Premium sichtbar. Mit einem Upgrade kannst du E-Mail-Adressen und Telefonnummern direkt einsehen.

Premium ansehen

Kontaktdaten

Mehr Kontaktdaten mit Premium

Für dieses Profil sind weitere Kontaktdaten hinterlegt, die mit einem passenden Premium-Paket sichtbar werden.

Premium ansehen

Weitere Informationen

Market experience
Telecommunication (Data / VoIP / Fiber)
Logistics - SaaS
Automotive (CRM / Mainframe)
Software (UCC)
Pharma (UCC)
Banking (WAN / Mainframe)
Air Traffic Control (WAN)
Transportation Railway (Mainframe Modernization)

 

Vergütung

Stundensatz
100 – 125 € / Stunde
Tagessatz
800 – 1.000 € / Tag