Recommended expert

Robert (Edward) Pinnington

Programme Manager

Robert Pinnington
Wehrheim, Germany

Experience

Jan 2017 - Dec 2025
9 years

Programme Manager

IKEA

  • Designed and implemented a global lifecycle programme across EMEA, APAC & NA, unifying processes and systems to improve vendor coordination and operational efficiency
  • Developed and deployed supporting systems and processes, enhancing traceability and service reliability across logistics operations
  • Introduced a standardised Service Test & Validation framework, improving quality assurance and reducing deployment errors
Jan 2013 - Dec 2017
5 years

Service Delivery Manager

IKEA

  • Defined SLAs/OLAs and managed delivery via KPIs and user experience metrics, achieving consistent service levels and improved vendor accountability
  • Built strong relationships with vendors (HCL, Capgemini, IBM) in Germany, Sweden, and India, streamlining collaboration and reducing service friction
  • Implemented €8m budget optimisation and lifecycle transformation projects, increasing service efficiency and reducing costs
Jan 2011 - Dec 2013
3 years

Programme & Service Delivery Manager

T-Systems

  • Led a €6m programme to transfer 100+ processes to Hungary & Slovakia, reducing operational costs and improving service scalability
  • Designed, implemented, and trained two service desks for 5,000+ users, establishing a sustainable support model with measurable service improvements
Jan 2001 - Dec 2010
10 years

Service Delivery, Application & Project Manager

Commerzbank

  • Consolidated service desks and refreshed infrastructure through a €20m project, improving support efficiency and saving €1m annually
  • Delivered €5m Service Knowledge Management and Catalogue projects, enhancing internal communication and service transparency

Summary

Senior Programme & Service Delivery Manager with 30+ years of global experience across IT, banking, logistics, and outsourcing. Certified ITIL Master and PRINCE2 Master. Co-author of the ITIL 4 Service Request Management Practice Guide. Proven track record in leading enterprise transformations, mentoring teams, and delivering accredited training across EMEA. Available for consulting and training engagements in ITIL service governance. Prince2

Skills

  • Portfolio, Programme, Project & Office Management
  • Service Management
  • Service Desk Management
  • Front & Back Office Application Support Management
  • Financial Settlements
  • Outsourcing
  • Logistics
  • Procurement

Languages

English
Native
German
Intermediate

Education

Lorem ipsum dolor sit amet

BA (Hons) · Social Sciences

Certifications & licenses

ITIL Master

PeopleCert

PRINCE2 Master

PeopleCert

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