ANDRE BARTHELS
Metro Atlanta,NC
Summary
Senior IT executive with over 25 years of experience in driving enterprise-wide digital transformation, modernizing managed services, and achieving IT operational excellence at global leaders such as Siemens, NCR, Wincor Nixdorf, and Cox Communications. Proven expertise in revitalizing underperforming operations, leading AI and automation initiatives, and managing global Service Delivery and Support for organizations with user bases ranging from 25,000 to over 300,000. Recognized for transforming IT service models through the seamless integration of cloud solutions, RPA, and analytics to drive cost efficiencies, enhance customer experiences, and deliver substantial ROI. Skilled communicator, coach, and strategist with a strong ability to navigate complex, fast-paced enterprise environments.
Overview
19
19
years of professional experience
Work History
Delivery Lead, Digital Workplaces and Digital Transformation
Cox Communications
Metro Atlanta, GA
01.2021 - Current
- Oversaw strategic operations of end user computing (EUC) and digital workplace services, ensuring seamless support for 20,000+ users within a multi-million-dollar budget framework.
- Led initiatives with outsourced providers and internal teams to transition traditional service desk functions into a service orchestration and zero service desk model.
- Implemented ITSM and AIOps solutions alongside endpoint analytics to optimize digital employee experience (DEX) and reduce operational costs.
- Transformed Service Desk into a Service Orchestration Center, reducing manual ticket volumes by 60%+ via automation, self-healing, and self-help using an integrated framework of ServiceNow, Nexthink, Moveworks, Workato, SailPoint, Active Directory, and a centralized data lake.
- Directed global MSP providers with 100+ resources, achieving greater than 98% SLA compliance and 20%+ improvement in Digital Employee Experience (DEX) scores.
- Deployed Nexthink to enable real-time analytics and experience-based XLAs for device and application performance monitoring.
- Led automation strategy for a Digital Factory using ServiceNow and AIOps, achieving 40%+ automation rate and non-human touch rate of 65%+ month over month, with reduced MTTR.
- Executed Zero Service Desk strategy with AI, proactive and predictive remediation, and self-service adoption.
- Optimized operational processes to deliver 15-25% cost savings and boost productivity throughout the organization.
- Built executive dashboards linking SLA, XLA, MTTR, and DEX metrics to business outcomes.
- Standardized global EUC platforms including Intune, Azure Virtual Desktop (AVD), and Citrix for scalable hybrid work.
- Facilitated the adoption of ITIL frameworks and CSI initiatives to drive operational excellence and improve service delivery standards.
- Developed and implemented training programs for new team members, enhancing productivity.
- Led delivery team operations to ensure timely and accurate service execution.
- Provided mentorship to junior staff, promoting skill development and career advancement opportunities.
- Optimized resource allocation by analyzing operational data and adjusting staffing levels according to demand fluctuations.
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
Program Manager, Managed Services
Undisclosed Financial Services Client
01.2018 - 01.2020
- Directed cloud transformation pilot integrating AWS and ZenDesk, reducing ticket costs by 20% and enabling unified B2B/B2C support.
- Established governance frameworks and KPI-based performance transparency for data services.
- Designed and implemented a proof-of-concept white-glove contact center leveraging AWS Contact Center APIs for cost optimization.
General Manager, Service Enablement - Managed Services
NCR Corporation
01.2015 - 01.2018
- Transformed legacy help desk into an AI-enabled Digital Service Desk, improving resolution efficiency by 25% and reducing costs by 20%.
- Defined and implemented data architecture over Hadoop and Tableau, providing real-time SLA and KPI dashboards.
- Led deployment of BMC Remedy 9.x, IoT ThingWorx, and SOAP middleware for unified omnichannel monitoring and reporting.
- Drove predictive analytics and cognitive automation using IBM Watson and Wipro, automating 30% of incidents and saving $3M annually.
- Managed a $45M service operation with 3,500 agents supporting 22 million tickets per year.
- Directed cross-functional teams to enhance operational efficiency and achieve strategic objectives.
- Implemented process improvements that increased productivity and reduced operational costs across departments.
Interim Manager and Executive Coach
Barthels Project Coaching
01.2011 - 01.2015
- Managed 40+ international projects, improving on-time delivery by 35% through standardized PRINCE2 and PMI frameworks.
- Designed and delivered The New Leader's 100-Day Action Plan coaching program for new IT managers across the US, Europe, and Middle East.
- Implemented Balanced Scorecard frameworks and service KPIs, reducing reporting cycles by 50%.
- Led project teams to achieve strategic objectives and enhance client satisfaction.
- Developed and implemented coaching methodologies to optimize team performance.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Senior IT Project Manager
Siemens AG, SIS Global Operations
01.2007 - 01.2010
- Spearheaded global IT service consolidation, reducing per-user service costs by 30% and standardizing operations across 5 Siemens divisions.
- Managed 150+ international staff across 40+ concurrent projects, ensuring consistent delivery and transparency.
- Implemented unified BMC Remedy platform and advanced telephony integration for centralized global service centers.
- Managed project budgets and resource allocation to ensure optimal operational efficiency.
- Led cross-functional project teams to deliver IT solutions aligned with business objectives.
Education
Certificate - Business Administration And Management
International Business Management Institute
Berlin, GermanyBachelor of Science - Chemistry
University of Bremen
Bremen, GermanyLeadership and Management Development Program - undefined
Cox Communications
Leadership and Management Development Program - undefined
NCR Corporation
Leadership and Management Development Program - undefined
Siemens AG
Skills
- Digital Enterprise Transformation
- Managed Services Leadership
- Cloud and Data Strategy
- ITSM / ITIL Excellence
- Robotic Process Automation (RPA / Aiops / ML)
- Balanced Scorecards and KPIs
- Program and Portfolio Management
- Service Desk Modernization / Zero Touch
- Executive Coaching and Change Leadership
- Global Outsourced Operations
- SLA / XLA Management
- Digital Factory Framework
- Vendor and MSP Governance
- Endpoint Analytics and DEX
- AI-Powered IT Operations
- ITSM Platforms: ServiceNow
- BMC Remedy/Helix
- ZenDesk
- Endpoint and Analytics: Nexthink
- Tableau
- Hadoop
- PowerBI
- Automation and AI: Moveworks
- Workato
- IBM Watson
- AIOps
- RPA
- ML Frameworks
- Cloud and Infrastructure: AWS
- Azure Virtual Desktop (AVD)
- Intune
- Citrix
- Identity and Access: SailPoint
- Active Directory
- IoT and Middleware: ThingWorx (IoT)
- SOAP Middleware
- Frameworks and Methodologies: ITIL
- PRINCE2
- PMI
- Lean Six Sigma
- Agile
- Balanced Scorecard
- COBIT
- Monitoring and Reporting: XLA/SLA Dashboards
- KPI Frameworks
- Executive Scorecards
Websites
Accomplishments
- Reduced global IT costs 30% through Siemens shared service consolidation across 5 divisions.
- Managed $45M service operation with 3,500 agents supporting 22 million tickets per year at NCR Corporation.
- Delivered $3M in annual savings via RPA and AI-driven automation at NCR Corporation.
- Increased project on-time delivery by 35% through standardized PM frameworks across 40+ international projects.
- Cut service ticket costs 20% via cloud-based transformation for financial sector client using AWS and ZenDesk.
- Unified 60+ IT departments under a single ITSM framework for the City of Zurich.
- Reduced manual ticket volumes by 60%+ at Cox Communications through AI and automation orchestration.
- Achieved 40%+ automation rate and 65%+ non-human touch rate at Cox Communications Digital Factory.
Timeline
Delivery Lead, Digital Workplaces and Digital Transformation
Cox Communications
01.2021 - Current
Program Manager, Managed Services
Undisclosed Financial Services Client
01.2018 - 01.2020
General Manager, Service Enablement - Managed Services
NCR Corporation
01.2015 - 01.2018
Interim Manager and Executive Coach
Barthels Project Coaching
01.2011 - 01.2015
Senior IT Project Manager
Siemens AG, SIS Global Operations
01.2007 - 01.2010
Leadership and Management Development Program - undefined
Cox Communications
Leadership and Management Development Program - undefined
NCR Corporation
Leadership and Management Development Program - undefined
Siemens AG
Certificate - Business Administration And Management
International Business Management Institute
Bachelor of Science - Chemistry
University of Bremen