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About
pro.q.it

Oliver Morbach

Oliver
Morbach

ExO (Exponential Organizations) Sprint Coach, Agile Coach and consultant for exponential and agile transformation of companies / organizations.
Innovation Coach.

Experienced executive in customer service and IT who builds bridges with a strong customer focus to unleash human talent for a better future of people, organizations and society.

Professional
career

01

Founder @ pro.q.it Management Consulting GmbH

  • Founded and ran management consulting firm Oliver Morbach Consulting, now pro.q.it Management Consulting GmbH, specializing in IT and telecommunications
  • Advised and supported executives in adapting and properly positioning their IT and technology offering portfolio for their customers
02

Senior Vice President CRM @ Deutsche Telekom IT / T-Systems

  • Authorized representative at T-Systems and direct report to Deutsche Telekom’s CIO, accountable for development and operations of all CRM systems for Telekom Germany’s fixed, mobile and broadband customers
  • Budget accountability of 500M€ p.a.
  • Member of the Supervisory Board of Deutsche Telekom Kundenservice GmbH
  • Built up this new organization of 2,300 employees, integrating different cultures and introducing new processes
  • Transitioned Group Headquarters Corporate IT into Telekom IT
  • Boosted CRM system stability and CRM project delivery while significantly reducing IT spend
03

Senior Vice President IT Europe @ Deutsche Telekom AG

  • Built up and led the IT Europe Management Team comprising CIOs / IT Directors of 14 subsidiaries with 3,000 functionally assigned IT professionals
  • Led the enterprise scale project to establish Telekom IT joining more than 6,000 IT professionals from 3 organizations into one unit as prerequisite for IT spend reduction of more than 1bn€ within 3 years
  • Designed new governance and financial steering model for Telekom IT
  • Designed and implemented shared services for international subsidiaries
  • Member of the Supervisory Board of Croatian Telecom (Hrvatski Telekom S.A.)
04

IT Director @ T-Mobile UK

  • Developed and implemented the strategy for turning around T-Mobile UK’s IT
  • Re-shaped cooperation with the other business functions and the IT operations outsourcer to boost quality, reliability of project delivery and operations stability
  • Successfully positioned IT as an asset for the subsequent merger with Orange UK
05

Executive Vice President Customer and Enterprise IT Solutions / CRM @ T-Mobile International AG

  • Direct report to the Chief Technology and Information Officer, led more than 500 functionally assigned IT professionals with a budget influence of more than 300M€ p.a.
  • Developed and implemented shared IT platforms (routing, portals)
  • Planned and developed international Customer and Enterprise IT Solutions with clear customer and service focus
  • Led the “One Company” IT organization development program, for the first time joining the IT of fixed and mobile networks as part of Telekom Deutschland, and
  • Establishing Corporate IT as the internationally accountable IT organization
  • Led T-Mobile International IT organization development project “Future IT”, implementing a standardized governance, process and structural organization in all 5 subsidiaries
  • International change management
06

International Vice President Customer Service (Technology) @ T-Mobile International AG

  • Established and led the Customer Service Technology branch with 10 direct reports and a budget influence of 50M€ p.a.
  • Defined and implemented an IT portfolio management methodology for customer services and sales across five international subsidiaries
  • Implemented multinational IT services and systems (e.g. call center routing)
  • Developed customer service efficiency program with cost savings of 20% within 15 months
  • Accountable for developing the international customer service offerings along quality, budget and efficiency objectives
07

Vice President Service Centre Mannheim respectively Bonn @ T-Mobile Deutschland

  • Led the customer service department with more than 400 employees and a budget of 25M€ p.a. through major changes from:
    • Paging and C-Tel service operations to D1 service operations
    • paper-based to IT-based operations
    • inbound support service to CRM and outbound telemarketing services
  • Built up and operated consumer CRM (Terminal Upgrade and Premium Customer Services)
  • Provided for 10-fold capacity increase within 2 years and integration into all inbound call centers by automation of consumer CRM processes
  • Held accountability for sales partner, top consumer and business customer telephony services
08

Head of Business Design Customer Services IT / IT Support @ T-Mobile Deutschland GmbH

  • Built up and led the department with up to 10 internal consultants in IT and process optimization projects with a budget influence of 10M€ p.a.
  • Business project leader for design, implementation and roll-out of T-Mobile’s customer care and billing system (still in operation)
  • Built up and operated the IT and telecommunications infrastructure at T-Mobile’s newly established customer service locations

Education

  • General Management at London Business School
  • Academic studies at the University of the German Armed Forces Munich; Degree in Computer Science (Diplom-Informatiker)
  • IT Programming, Security and Organisation Officer @ German Air Force

Training

  • Certified SAFe 6 Practice Consultant, SAFe 5 and SAFe 4 Program Consultant (Scaled Agile Inc.)
  • Certified Purpose Launchpad Master Mentor (Purpose Alliance)
  • Certified Exponential Organizations (ExO) Sprint Coach and Consultant
  • Professional Scrum Product Owner (Scrum.Org)
  • Private Pilot License (motor aircraft) (EASA)