Vienna, Vienna, Austria
Vice President Support EMEA with 20+ years of leadership experience in global customer support, technical support, and service operations across EMEA. Proven track record in building and scaling multinational support and professional services organizations (80+ FTEs) with full P&L ownership, driving CSAT excellence and sustainable revenue growth. In my current role at Barracuda, I lead EMEA Support operations for multinational customers, covering Premium Support, Professional Services, escalation management, and follow-the-sun 24/7 delivery models. I work closely with Sales, Product, and Customer Success to reduce churn, monetize services, and continuously improve customer experience. Key impact highlights include: • Restructuring EMEA support into a unified operating model across 40+ countries • Sustaining a 4.95/5 CSAT score consistently over six consecutive years • Building and scaling Premium Support and Professional Services, generating €2.6M in annual revenue • Driving 49% growth in Premium Support through portfolio expansion and sales alignment • Designing and implementing follow-the-sun models with APAC coverage • Introducing structured escalation management and cross-product enablement programs My leadership style combines operational rigor with a people-centric, coaching-driven approach. I focus on building empowered teams, leveraging automation and AI where it creates measurable value, and translating customer trust into long-term business impact. Throughout my career, I have led service and operations organizations across cybersecurity, ICT, telecom, and enterprise services at companies such as Barracuda, Verizon, Avaya, Tele2, and Alcatel, delivering scalable service models,operational transformation, and sustained customer satisfaction at scale.
Executive leadership of EMEA Customer & Technical Support operations across 40+ countries, serving enterprise and SMB customers with full accountability for service performance, scalability, and customer satisfaction. • Lead multilingual support, premium support, and professional services teams (80+ FTEs) across EMEA • Full ownership of CSAT, escalation management, service quality, and operational performance • Built and scaled Premium Support and Professional Services across EMEA, later expanded globally as recurring revenue streams • Achieved and sustained a 4.95/5 CSAT score over six consecutive years • Restructured EMEA support into a unified operating model to improve efficiency and scalability • Designed and implemented follow-the-sun delivery by shifting weekend and night coverage to APAC
Directed EMEA Technical Support operations across multiple regions, focusing on process standardization, escalation management, and consistent service delivery at scale. • Led regional support teams and escalation structures across EMEA to ensure consistent service delivery • Implemented standardized support processes and knowledge transfer models • Partnered with enablement teams to launch customer and partner training programs • Improved service responsiveness and cross-team collaboration
Leadership of outsourced Windows, network, and infrastructure services for enterprise clients with full accountability for SLA performance. • Led multi-client managed services environments, ensuring stability, scalability, and SLA compliance • Improved SLA compliance and service availability through process optimization • Transitioned the unit from operational delivery to a consultative, value-added model
Led a specialized ICT delivery and managed services unit for high-demand enterprise customers across unified communications and collaboration platforms. • Leadership of managed services delivery for unified communications, contact center, and voice platforms • End-to-end ownership of the service lifecycle including solution design, implementation, MACDs, and 24/7 operations • Accountable for SLA adherence, service availability, and operational stability in outsourced environments • Positioned the delivery unit as a trusted advisor by combining technical expertise with high-availability, SLA-driven service models
End-to-end leadership of customer-facing technical services, uniting service operations, network operations, field service, data center, internal IT, and managed services. • Led integrated service delivery for business and residential customers across multiple service domains • Improved service responsiveness, SLA adherence, and operational efficiency • Drove organizational alignment across NOC, field service, and quality management
Led the convergence of IT and network operations at Tele2 Austria, integrating field service, infrastructure, data center, managed services, and internal IT into a single, service-oriented organization. • End-to-end leadership of infrastructure and service operations covering network, data center, field service, and managed services • Designed and implemented cross-functional operating models to improve service availability, reliability, and scalability • Eliminated operational silos by introducing shared workflows, monitoring, and accountability across teams • Enabled high-availability, cost-efficient ICT service delivery aligned with customer expectations and business growth
Led Professional Services and Service Delivery operations with full P&L responsibility. • Led major EMEA service initiatives, including large-scale government VoIP projects with 45,000 ports • Delivered the largest Nortel Displacement Project in EMEA ($2M) • Recipient of the Avaya Special Performance Award