Torsten Bolte
Freiberufler - Programm/Projekt Management, Interimsmanagement
Persönliche Daten
Deutsch (Muttersprache)
English (Fließend)
Zur Person
Beschreibung
consulting experience for complex software solutions / transformations
within different markets
Experienced in customer and partner program/project/engagement
management in classical as well as agile environments combined with
disciplinary/functional people management.
PMI und ITIL Foundation v3 certified
Strong analytical and strategic skills, team player, adaptable and
sensitive to cultural considerations.
Anlagen
Torsten Bolte
,
Dipl.-Ing. (FH)
Burnitzstrasse 41
D-60596 Frankfurt
Mobile: +49 151 4035 8010
E-Mail: [email protected]
Profile
Dipl.-Ing. (FH) Data communications with extensive management and
consulting experience for complex software solutions / transformations
within different markets.
Experienced in customer and partner program/project/engagement
management as well as in disciplinary/functional people management.
PMI und ITIL Foundation v3 certified
Strong analytical and strategic skills, team player, adaptable and
sensitive to cultural considerations.
Experience
10/20 - today Freelancer Frankfurt am Main
01/18 - 07/19 Modality Systems GmbH Frankfurt am Main
Programme Manager
▪ Program Management responsibility (Head of Operations) for
Germany, focusing on Consulting services to Deutsche Telekom
accelerating Microsoft O365 business (Digitalisation/ Workplace 4.0)
▪ 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 Systems service/product delivery to the
German market
▪ Representation of Modality Systems in commercial/contractual as
well as in delivery/planning/review contexts
03/15
– 12/17 PGi Frankfurt am Main
Technical Account Manager / Program Manager
▪ Technical Account Management responsibility for PGi's Diamond
Accounts in DACH
▪ Technology strategy owner for the assigned accounts for PGi
products/services or PGi integrations with Microsoft (S4B), Cisco
and market leading Video Solutions incl. proposal and Solutions
development.
▪ Ownership of customer relationships with technology groups,
product management, and service owners with SAP and Novartis
▪ Support introduction of Modality Systems GmbH to German Market
04/14
– 02/15 Freelancer Frankfurt am Main
11/14
– 02/15 Parental leave Frankfurt am Main
04/14 - 10/14 Confidential Frankfurt am Main
Strategic Service Delivery Consultant
10/12
– 03/14 Orga Systems GmbH Frankfurt am Main
Manager Consulting & Support
▪ Program Management responsibility for Germany, Austria and
Switzerland (DACH)
▪ Lead service delivery activities of cross-functional, multi-cultural and
geographically dispersed teams related to the Product/Solution suite
▪ Operationally lead first introduction of new product solution into new
target market (Automotive)
▪ Provide input into all commercial agreements with customers and
partners and represent the company in commercial discussions
02/10
– 09/12 Freelancer Frankfurt am Main
04/12
– 09/12 Confidential Frankfurt am Main
Strategic Consultant
04/11
– 03/12 Deutsche Post DHL Bonn
Teamlead Operations & Support E-Postbrief
11/10
– 03/11 Deutsche Post DHL Bonn
PMO Operations & Support E-Postbrief
02/10
– 10/10 Confidential Frankfurt am Main
Customer Service & Support Consultant
08/09
– 01/10 PEAG GmbH Frankfurt am Main
Transfer company for Nortel GmbH under Administration
09/06
– 07/09 Nortel GmbH Frankfurt am Main
Advisor Operational/Business Support Systems EMEA
▪ Customer Management responsibility for the OSS/BSS Integration
Team for Europe, Middle East & Africa
▪ Customer and partner management responsibility
▪ Development/Design, Costing/Pricing and Project Management &
Implementation/Delivery of OSS/BSS solutions.
▪ Identification of key OSS expertise, definition of strategic service
delivery capabilities and evaluation of application/service delivery
partner
12/05
– 08/06 Nortel Networks Germany Frankfurt am Main
Manager Operational/Business Support Systems DACH
▪ Management responsibility for the OSS/BSS Integration Team for
Germany, Austria and Switzerland
▪ Customer, partner and people management responsibility
▪ Development and implementation of OSS/BSS solutions
01/04
– 11/05
Nortel Networks Germany
Frankfurt am Main
Technical Account Manager EMEA Technical Support
▪ Network Technical Support Customer management responsibility for
Germany, Austria and Switzerland (Regional TAM Prime)
▪ Delegate of Authority of EMEA TAM Leader
▪ Creation and maintenance of NTS Cost model for Data and Optical
portfolio
02/03
– 12/03 Nortel Networks Germany
Frankfurt am Main
Advisor Alternative Carrier & Enterprise Technical Support
▪ Customer management responsibility for german Alternative Carrier
and Enterprise customers
▪ Certification prime of EMEA NTS Management team
▪ Management responsibility for 24x7 local Emergency Support (EFLS)
04/02
– 01/03
Nortel Networks Germany
Frankfurt am Main
Manager Alternative Carrier & Enterprise Technical Support
▪ Network Technical Support Manager responsibility for german
Alternative Carrier and Enterprise customers
▪ Customer and people management responsibility
▪ Engineering, implementation and support for Wireline Data products
11/00
– 03/02
Nortel Dasa
Frankfurt am Main
Manager Preside Customer Network Support
▪ Customer Network Support Manager for Network Management
applications (OSS)
▪ People management and product support responsibility
▪ Engineering, implementation & support of Wireline OSS applications
12/97
– 10/00
Nortel Dasa
Frankfurt am Main
Support Engineer Magellan Technical Support
▪ 3rd Level Support Engineer for Tier 1 customer Deutsche Telekom
▪ Engineering, implementation and support of Nortel Passport Network
management applications and 3
rd
party performance reporting, network
analysis and engineering applications
Education
Languages
Skills
Certifications
Market
experience
1993-1997 Communications engineering - FH Wolfenbüttel
▪ Diploma work: Arcada Polytechnic, School of Technology Espoo,
Finland
1991-1993 Mechanical engineering - TU Braunschweig
1990-1991 Basic military service
1983-1990 Sek I and Sek II Gerhardt Rohlfs Gymnasium
▪ General qualification for university entrance
Mother tongue: German
Excellent: English
Customer/Program management
Account strategy
Portfolio definition and management
Customer Relationship Management
Project- and Emergency management
Solution development
Budget responsibility
Board Reporting
Contract/SLA negotiation
Project/Contract monitoring and financial reporting
People and Partner Management
Certified PMI Project management professional (PMP Certification)
ITIL Foundation v3 certified
Telecommunication
Logistics - SaaS
Automotive
Software
Pharma
Position details
Position:
Programme Manager
Duration: 19 Months (01.2018
– 07.2019) – Modality Systems Germany GmbH
Program Management responsibility (Head of Operations) for Germany, focusing on Consulting
services to Deutsche Telekom accelerating Microsoft O365 business (Digitalisation/ Workplace 4.0)
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
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 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
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
Position:
Technical Account Manager
Duration: 3 Years (2015
– 2017) – PGi
Customer facing role (Diamont Accounts DACH) responsible for assisting Global Account Managers
(sales executives) with design and selling of PGI proprietary UC and integrated third-party solutions
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 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
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
Position:
Manager Consulting & Support
Duration: 18 Months (10.2012
– 03.2014) – Orga Systems GmbH
Customer responsible Program Manager for DACH region
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 projects/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)
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). As a hosted solution (delivery as SaaS), E-Postbrief provides a Web-Interface for
residential customer access and an integrated solution into business customers existing IT-landscape.
Position:
Teamlead Operations and Support E-Postbrief
Duration: 12 Months (04.2011
–03.2012) – Deutsche Post DHL
Lead and manage operations and support team for business customer E-Postbrief solution
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
Position:
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
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)
Being delegate of authority for team lead as well as for head of department
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
Position:
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 and Data networks
Consolidation of customer requirements 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 3
rd
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 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
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
Position:
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
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