Thomas Duecke

Overall accountability for all aspects of the service desk operations for BT’s Global Services customers in 170 countries; leading a large global organization of IT Service Operations professionals with an operating budget responsibility of £80m. This also includes the strategy execution of BT’s world class service desk value model with the objective to optimize quality and cost in the Service Management Lifecycle. Responsible to develop, implement and maintain a successful and sustainable long-term continual service improvement function.Previous roles at BT Global Services: VP Service Operations EMEA & Latam, Director / Head of Business Improvement

Overall accountability for all aspects of the India and then Philippines Customer Service Operations turning over US$ 30m revenues, P&L responsibility: Client management and Operations. Also accountable for the leadership of Recruitment, Training and Quality (Process Excellence) & Project Management

Accountable for the Customer Services Sites in Wilhelmshaven, Hanover, Bochum and Bocholt as well as globally for the strategic partnership with Siemens ICM; supervised a team of Directors (5) and Regional Department Managers (IT, HR, Finance, Training); total staff in area of responsibility over 1,200; Budget (US$ 38 Mio) and P&L Responsibility

Accountable for the Customer Services Sites in Wilhelmshaven, Hanover, Bochum and Bocholt as well as globally for the strategic partnership with Siemens ICM; supervised a team of Directors (5) and Regional Department Managers (IT, HR, Finance, Training); total staff in area of responsibility over 1,200; Budget (US$ 38 Mio) and P&L ResponsibilityPrevious roles with Sykes: Director Customer Services, Manager Operations, Key Account Manager

General management of the Sykes Enterprises Inc. B.V. in Amsterdam, The Netherlands, which included Operations, Finance, Human Resources, Quality Systems, IT, Facility, Business Development; supervised a team of 10-12 department manager; total staff in area of responsibility over 650; Budget (US$ 20 Mio) and P&L responsibility

General management of the Sykes Enterprises Wilhelmshaven GsmbH & CoKG in Germany, which included Operations, Finance, Human Resources, Quality Systems, IT, Facility, Business Development; supervised a team of 12 department manager; total staff in area of responsibility over 400; Budget (US$ 15 Mio) and P&L responsibility

Head of Operations in Wilhelmshaven, Germany, which included customer services clients in the financial, technical and communication industries; supervised a team of 5-8 Account Managers; total staff in area of responsibility over 350; Budget (US$ 15 Mio) and P&L responsibility

Based in Wilhelmshaven, Germany; management of outsourced technical and non-technical customer care services in the commercial and consumer segment for Hewlett Packard with an excess of 200 employees; Budget and P&L responsibility; Single Point of Contact for the client

Organising information campaigns at Universities across the Unites States providing information about student travels and financial aid for students

Managed a team of 7; accountable for the entire billing and controlling of the IT Service Department, implemented a Single Source Maintenance concept in cooperation with the Head of IT; business development for Single Source and Third Party Maintenance Contracts

Managed a team of 7; accountable for the entire billing and controlling of the IT Service Department, implemented a Single Source Maintenance concept in cooperation with the Head of IT; business development for Single Source and Third Party Maintenance ContractsPrevious roles: Logistics Specialist

Business administrator for Service Contract billing; cost controlling and procurement for IT related products

Accountable for the spare part administration (repair circle; order management); supplying field technicians with spare parts – route planning

Cost Controlling of vendor invoicing; assisting in the Invitation to bid processes

Cost Controlling of vendor invoicing; assisting in the Invitation to bid processes

Bookkeeping and controlling tasks

Activities and Societies: Head Boy of Student Association