Page 3 - Rasmus B. Knudsen - CV

2008/10 –2011/10 (IBM) Promoted to Service Level Manager Team lead with Service Manager / Lean responsibilities

Responsibilities:
 Driving several teams and projects with a total of 20 people
 Lead 1 steering committee and were a member of 2 others
 Extended Service Delivery Managers duties and adjusting teams to the new scope
 Implementation of 27 KPIs, including forecast methods & Bonus Penalty calculation - affecting 50
people
 Implementing the Lean “QA” Role to support standardization, efficiency, continuous improvements,
and reduction of waste

Selected tasks/Achievements:

 Promoted to Team lead for the Carlsberg Account, after 3 months as regular SLM on Danske Bank
 Contributed to a 70% reduction in red KPI's and general care-holding of 140 SLA's
 Initiated a 200.000 USD report automation project, (affecting 15-20 members) which broke even
after 33 weeks, and saved 6 headcounts
 Successful rollout of a shared portal solution for exchange of reports between IBM and the customer
 Improved the overall infrastructure based on KPI's, process-improvement and weekly meetings with
the technical staff

2006/11 –2008/09 (IBM) Service Line Resource Manager for 20 departments with 450 people
Promoted after being Resource Manager for 4 areas with 250 people.

Responsibilities:
 Job interviews, skills mapping, forecast of skills needs per department, resource and task allocation
 Enabling of capacity planning, resource prioritization, bench tracking, and high utilization
 Business cases related to new hires, internal assignments, job rotations and subcontractors

Selected tasks/Achievements:
 Reduced consultants and overtime cost
 Improved use of internal and global resources, instead of costly external subcontractors
 Created a baseline and skills map of all resources

2004/09 –2006/11 (IBM) Implementation Manager & Team Leader of Nordic Remote Helpdesk
Promoted with Nordic responsibility, after being Implementation Manager and Team lead in Denmark

Responsibilities:
 Team leading of 6 people and informal team lead of Phone helpdesk in a start-up phase
 Testing and implementation of various remote tools, network, firewalls and processes in the Nordics
 Supporting Service Managers and DPE’s with external customer information about the initiatives

Selected tasks/Achievements:
 Successful roll-out of remote helpdesk in Denmark and Nordic.
 Support time per ticket improved with 250%

1996/08 –2004/08 (Misc.) Various roles (Project Manager, IT Consultant, Purchaser, Contract & Process Specialist)