About
pro.q.it

Oliver Morbach

Oliver
Morbach

Experienced executive in IT and customer services who builds bridges between people, processes, quality and IT based on distinct customer orientation.
Agile coach and consultant for the agile transformation of working methods and organizations at different scales.
Innovation coach.

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

  • 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 4 Program Consultant (Scaled Agile Inc.)
  • Professional Scrum Product Owner (Scrum.Org)
  • Private Pilot License (motor aircraft) (EASA)