Lutz Klinkhammer - Senior Project Manager

Recommended expert

Düsseldorf, Germany

Experience

Jul 2023 - Oct 2023

4 months

Senior Project Manager

Deutsche Glasfaser GmbH

Interims takeover project management for 3 projects within an innovative telecommunication net renewal program
Introduction of a structured project approach including the implementation of reporting standards for the different projects within the program setup
Manage jour fixes with the project teams to conclude the results within the program

Feb 2022 - Dec 2022

11 months

Management Coach and Senior Project Manager

Deutsche Glasfaser GmbH

Management coach and sparring partner for an IT department manager
Project management coach for several IT projects around construction tools
Project manager for service transfer of several construction applications

Nov 2020 - Mar 2021

5 months

Project Manager “FI Workstream” for a Carve Out of four power plants with 17 enterprises in three European Countries and

Klinkhammer Consulting Services

Took over role in a critical project phase
Managed FI workstream with internal customer employees and external IT system provider
Implemented requirements in the new SAP BYD ERP system with interfaces to material management, procurement and documentation management system
Managed user acceptance tests for FI with integration of FI to the enterprise end-to-end process workflows
Coached project managers to coordinate end customer projects according to established project management methodologies

Aug 2016 - Jul 2019

3 years

Project Manager “Build” for an end-to-end product and service implementation for enterprise customers of various cloud &

Vodafone Deutschland GmbH

Designed and implemented standardized build processes for various cloud & hosting services with/without technical access to the datacenter across various national and international organisations
Implemented an online portal for order management
Responsible for the enterprise-wide billing and invoicing process for customers and partner services
Managed the work between international client organizations and partners (China, UK, US)
Coached operational customer project managers to coordinate end customer projects according to established project management methodologies

Aug 2014 - Feb 2015

7 months

Program Manager for BIRD (Business Improvement Real life Design)

ZTE Services Deutschland GmbH

Set up and managed a company-wide business process optimization program for end-to-end business processes across all business units, currently comprising 4 subordinate projects
Adapted processes to the eTOM model of the TM Forum and ITIL framework
Selected and implemented a company-wide process-modelling tool
Introduced enterprise KPI measurements and respective reporting
Coached ZTE project managers in managing their projects according to an established project management methodology

Mar 2014 - Apr 2014

2 months

Member of a team of experts to realize a digital national public authorities network

EPT Luxembourg

Prepared operational ITIL process descriptions to set up a new process organization
Responsible for ITIL processes, KPIs and SLAs, and customer-related IT systems, especially security management

Sep 2013 - Jan 2014

5 months

Program Manager

Vodafone Group Service GmbH

Managed VT-IS data centre UAM & SOX-related change program for data centers in North and South Europe (Italy, Spain, Portugal, Greece)
Led steering board meetings and reporting
Analyzed requirements for various data centers; harmonized and standardized UAM processes
Implemented uniform UAM documents and ensured compliance with SOX-related approval procedures

Aug 2013 - Sep 2013

2 months

Member of team of experts to answer an EU-RFQ for a digital national public authorities network

EPT Luxembourg

Prepared response to EU-RFQ questionnaire with nearly 3000 detailed questions for final bid
Responsible for ITIL processes, KPIs and SLAs, and customer-related IT systems
Managed quality of the RFQ response

Jul 2011 - Sep 2012

1 year 3 months

Project Manager, Vodafone Global Enterprise

Pronovit AG

Managed multi-project and escalation management for a global employee program
Ensured smooth transition of IT usage for employees transferred into global sales and service organization
Coordinated end-to-end business processes across national HR, global HR, OpCo IT, global IT, and sales/service departments

Apr 2011 - Jun 2013

2 years 3 months

Principal Consultant, Head of Telecommunication

Pronovit AG

Apr 2011 - Dec 2012

1 year 9 months

Project Manager, Vodafone D2

Pronovit AG

Managed a churn management project using predictive analytics
Defined product segment (MBB), bidding, contracting, project initiation
Served as interface between business team and technical realization
Implemented pilot project and transitioned into commercial operations

Feb 2010 - Mar 2011

1 year 2 months

Program Management Office Lead

CGI Information Systems and Management Consultants GmbH

Led PMO for communication infrastructure project implementing 1600 high-encrypted broadband connections and mobile connections
Ensured committed delivery and service management
Coordinated multiple teams across locations

Jan 2009 - Dec 2009

1 year

European Transition Manager, European Service Delivery Coordinator

CGI Information Systems and Management Consultants GmbH

Led pre-sales and sales for outsourcing managed services proposal; negotiated transition processes, SLAs, and security requirements
Coordinated transition of managed services from customer to outsourcing datacenter
Managed transition phase including risk assessment, mitigation, and process optimization post-operation
Coordinated European service delivery: service level monitoring, incident reporting with root cause analysis, and service improvement program
Managed integration of new applications onto managed services system and nonstandard service requests
Served as client account lead with financial responsibility

Oct 2008 - Dec 2008

3 months

Senior Business Analyst, Reverse Engineering of BI DWH for Royal Bank of Scotland

CGI Information Systems and Management Consultants GmbH

Set up new business reporting (external and internal reports) for consumer credit cards, commercial credit cards, revolving credits, and store card business
Enabled DB experts to reverse engineer the data warehouse due to intellectual property rights
Facilitated functional replacement of current environment to continue banking operations post-substitution of data processing center

Jul 2007 - Sep 2008

1 year 3 months

Project Manager, Migration Project for Telefonica O2

CGI Information Systems and Management Consultants GmbH

Managed sub-project of migration project (>5 million residential customers, >700k tariff sets, order management, billing, CRM)
Responsible for all interfaces between client and third-party software vendor
Prepared acceptance papers for each delivered iteration
Ensured fulfilment of client requirements in each software iteration
Set up deployment planning for releases
Managed transition of migration project organization into operative line organization for launch

Aug 2006 - Jan 2007

6 months

Sub-Project Manager, Preparation of Launch of Unbundled Local Loop (ULL) in Germany for Tele2

CGI Information Systems and Management Consultants GmbH

Managed work packages: batchloader, administration tool, financial reporting, field service
Coordinated teams and served as single point of contact for IT development teams
Coached client on professional supplier management according to ITIL

Apr 2006 - Jul 2006

4 months

Poland

Senior Management Consultant, Reorganisation Project of the IT Department for Polkomtel

CGI Information Systems and Management Consultants GmbH

Analyzed consolidated processes of four IT divisions
Conducted two-day workshop at department manager level to map overall IT process landscape
Presented recommendations for process and organizational changes to CIO

Aug 2005 - Mar 2006

8 months

Project Manager, SOX-Compliance for Operation & Maintenance Software for Vodafone D2

CGI Information Systems and Management Consultants GmbH

Managed design and implementation of SOX-compliant business process
Implemented workflow tool to track, document, and authorize activities across departments

Apr 2001 - Feb 2005

3 years 11 months

Senior Manager

IDS Scheer AG

Coordinated international activities of TIME business unit, including sales presentations in Europe and Asia
Delivered reengineering project for wholesale business unit of a Swiss telecom company, realizing 10% cost savings and 15% personnel reduction, identifying further saving potentials up to 25%
Evaluated customer-interacting processes for telecom launch in India
Led reengineering project for international life insurance company: implemented 1st and 2nd level customer service operation
Optimized customer operation/call center for a direct bank: established service level >75% and implemented new call center system
Built and managed new consultancy team in Düsseldorf as Practice Manager Subsidiary

Mar 2000 - Mar 2001

1 year 1 month

Project Manager

Freelancer

Designed enterprise-wide communication concept for German power supply company
Optimized business processes and prepared functional requirements for quotation process of outsourcing call center for e-business marketplace in engineering

May 1998 - Feb 2000

1 year 10 months

Vice President

CURE AG

Headed Strategy Planning and Process Design business suite
Led telemarketing campaign for B2B customer acquisition for international internet provider in England and Germany, gaining 13,500 new customers in 6 months
Optimized business processes and prepared functional specifications for outsourcing call center tender
Designed functional specifications for customer care and billing system for regional telecom carrier; managed supplier selection and negotiations; co-managed implementation

May 1996 - Apr 1998

2 years

Deputy Customer Operations Manager

Vebacom / o.tel.o communications

Managed call center operations, change management, and reporting for residential and SME customers (~150 employees) with full financial responsibility
Oversaw selection, implementation, and operation of call center technology and customer service interfaces to billing system
Served on strategic planning committee, designing core business processes and interfaces for customer service

Jul 1989 - Jun 1992

3 years

Consultant

Dr. Köcke Unternehmensberatung GmbH

Implemented IT solutions for business applications for SME, mainly for German subsidiaries of Japanese clients
Documented functional and technical user requirements
Adapted customer organization and business processes
Trained customer employees on new software

Summary

Professional well-experienced in the IT/telecommunication industry and intercultural team management, with a university degree in economics, proven track record of successful program, project and operations management.

Out of my 35 years of working experience I have worked in various industries for 30 years with a focus on end to-end customer processes for consumer and enterprise customers. My record includes 33 years in Management Consulting and 2 years as an operational manager for a telecommunication company. Since 11 years I am working as an independent management consultant for several customers in the TIME segment.

My main competences include program / project management, business process management, IT system implementation and personnel management. I could gain a wide range of industry experiences out of various tasks and projects conducted in the past, management skills by managing and motivating individuals and teams as well as a team player by contributing to the success of the projects.

I have worked in different countries in Europe and Asia, I am used to manage and work with virtual international teams, with a wide range of cultural and individual habits. Beside the project and operational know-how, I can add international business development and sales experience to my track record.

Skills

Program And Project Management In Various, Complex Business And It Projects In Different Industries
Delivery And Service Management For Ict
Implementation Of Cloud Services For Enterprise Customers
Transition And Delivery Management For Outsourced Managed Services
Personnel Management Up To 150 Employees
Business Analysis Of Complex Business And System Landscapes With The Focus On Business Process Optimization
Managing Contrasting Interests Of Various Stakeholders And Providing A Common Consent
Setup And Management Of A Customer Service Center
Call Center Optimization
Customer Care And Billing System Implementation And Enhancements
Design And Implementation Of Sox Compliant Processes
Crm To Classify Customers And Cross-selling
Churn Management By Using Predictive Analytics
Business Development And Sales In National And International Environments

Industry

Telecommunication
Information Technology
Banking
Energy
Insurances

Areas Of Competence

Program / Multi Project Management / Pmo
Delivery / Service Management
It System Implementation
Managed Services Outsourcing
Business Process Management
Customer Relationship Management
Call Center Management
Reorganisation
Business Development / Sales
Interim Management

Languages

German

Native

English

Advanced

French

Elementary

Education

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Diploma in Economics · Economics

Certifications & licenses

Senior Project Manager Ipma Level B Recertification

Senior Project Manager Ipma-Level B

Scrum Training

Certified Itil Bridge V.3

Cobit Practitioner Training

Certified Itil Practitioner

Certified Itil Foundation Training

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Experience

Senior Project Manager

Deutsche Glasfaser GmbH

Management Coach and Senior Project Manager

Deutsche Glasfaser GmbH

Project Manager “FI Workstream” for a Carve Out of four power plants with 17 enterprises in three European Countries and

Klinkhammer Consulting Services

Project Manager “Build” for an end-to-end product and service implementation for enterprise customers of various cloud &

Vodafone Deutschland GmbH

Program Manager for BIRD (Business Improvement Real life Design)

ZTE Services Deutschland GmbH

Member of a team of experts to realize a digital national public authorities network

EPT Luxembourg

Program Manager

Vodafone Group Service GmbH

Member of team of experts to answer an EU-RFQ for a digital national public authorities network

EPT Luxembourg

Project Manager, Vodafone Global Enterprise

Pronovit AG

Principal Consultant, Head of Telecommunication

Pronovit AG

Project Manager, Vodafone D2

Pronovit AG

Program Management Office Lead

CGI Information Systems and Management Consultants GmbH

European Transition Manager, European Service Delivery Coordinator

CGI Information Systems and Management Consultants GmbH

Senior Business Analyst, Reverse Engineering of BI DWH for Royal Bank of Scotland

CGI Information Systems and Management Consultants GmbH

Project Manager, Migration Project for Telefonica O2

CGI Information Systems and Management Consultants GmbH

Sub-Project Manager, Preparation of Launch of Unbundled Local Loop (ULL) in Germany for Tele2

CGI Information Systems and Management Consultants GmbH

Senior Management Consultant, Reorganisation Project of the IT Department for Polkomtel

CGI Information Systems and Management Consultants GmbH

Project Manager, SOX-Compliance for Operation & Maintenance Software for Vodafone D2

CGI Information Systems and Management Consultants GmbH

Senior Manager

IDS Scheer AG

Project Manager

Freelancer

Vice President

CURE AG

Deputy Customer Operations Manager

Vebacom / o.tel.o communications

Consultant

Dr. Köcke Unternehmensberatung GmbH

Summary

Skills

Languages

Education

Diploma in Economics · Economics

Certifications & licenses

Senior Project Manager Ipma Level B Recertification

Senior Project Manager Ipma-Level B

Scrum Training

Certified Itil Bridge V.3

Cobit Practitioner Training

Certified Itil Practitioner

Certified Itil Foundation Training

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