Andre Barthels

About Andre Barthels

Transformation is not just about deploying new technology. It is about redesigning how the business works. That has been the focus of my career: helping enterprises move from fragmented operations, legacy processes, and siloed service models to modern, integrated, high-performing operating environments. I lead transformation at the point where business strategy, technology execution, and operational excellence intersect. My background spans enterprise digital transformation, program leadership, managed and shared services, service desk modernization, IT service orchestration, and operating model redesign. I have led complex initiatives that improved service delivery, aligned cross-functional stakeholders, modernized support structures, and created scalable frameworks for continuous improvement. What I bring is more than program oversight. I build the case for change, align executive stakeholders, translate strategy into execution roadmaps, and deliver measurable business outcomes. Whether the challenge is modernizing legacy environments, improving process efficiency, enabling automation, strengthening governance, or elevating the employee and customer experience (DEX), I focus on transformations that are building practical, adopted, and sustainable digital factories. I am especially well suited for organizations seeking a Head of Digital Transformation who can:+ Define and execute enterprise digital transformation strategy + Modernize operating models, shared services, and service delivery frameworks + Drive automation, process optimization, and workflow simplification + Lead cross-functional transformation programs across business and IT + Connect transformation initiatives to ROI, business value, and operational performance + Build alignment across executives, delivery teams, and business stakeholders + Embed change management, governance, and continuous improvement into execution I am at my best in environments that need a leader who can bring structure to complexity, move transformation from concept to execution, and deliver results that improve both business performance and user experience. Without operational excellence, vision is just expensive dreaming.If your organization is looking for a transformation leader who can bridge strategy, operations, and execution at enterprise scale, let’s connect at a••••••••@mac.com or +14•••••••18.

Experience

1. Delivery Lead End User Computing (Euc) & Digital Workspace - Operation, Orchestration, Automation

   Cox Communications

   Jan 2021 — Present · Atlanta, GA, US

   Senior IT Operations leader accountable for global EUC and Digital Workplace services supporting 20K+ users with a multi-million-dollar budget MVP. Directed outsourced providers and led internal automation/orchestration teams to transform traditional Service Desk operations into a Service Orchestration / Zero Service Desk model. Leveraged ITSM, AIOps, and endpoint analytics to improve digital employee experience (DEX), productivity, and cost efficiency. Trusted partner to senior and executive stakeholders, aligning IT operations with enterprise transformation.Core Competencies:EUC • Digital Workplace • IT Operations • Managed Services • Vendor Management • SLA/XLA • DEX Strategy • ITSM • AIOps • Automation • ServiceNow • Nexthink • Service Orchestration • Zero Service Desk • Endpoint Management •SailPoint Identity Managemeny •Azure Virtual Desktop • Citrix • ITIL • CSI • KPI/Dashboards • Cost OptimizationKey Achievements: • Transformed Service Desk into Service Orchestration Center, reducing manual ticket volumes by 60+% via automation, self-healing, self-help, using a framework of integrated ServiceNow, Nexthink, Moveworks, Workato, Sailpoint, AD, and data-lake. • Directed global providers (100+ resources), achieving >98% SLA and 20%+ DEX improvement • Deployed Nexthink to enable real-time analytics and experience-based XLAs for device- & application performance monitoring • Led automation strategy using ServiceNow and AIOps, achieving 40%+ automation and reduced MTTR • Executed Zero Service Desk strategy with AI, proactive & predictive remediation, and self-service adoption • Delivered 15–25% cost savings while improving workforce productivity • Built executive dashboards linking SLA, XLA, MTTR, and DEX to business outcomes • Standardized global EUC platforms (Intune, AVD, Citrix) for scalable hybrid work • Embedded ITIL practices and Continuous Service Improvement (CSI)

Education

• German Chamber of Industry & Trade

  Degree Program, Project Management (IHK)

  2009 — 2010

• Questrom School of Business, Boston University

  Certificate Program, Project Management

  2007 — 2009

• University of Bremen

  MS, Chemistry

  1989 — 1998

• Washington DC University

  Diploma, Chemistry

Skills

• Business Transformation
• Operations Management
• Itil
• Team Management
• Outsourcing
• Strategy
• Prince2
• Management
• Team Building
• Pmo
• Leadership
• Stakeholder Management
• Team Leadership
• IT Transformation
• Process Improvement
• IT Strategy
• Coaching
• Project Management
• Analysis
• Service Delivery
• Pmi
• Shared Services
• Management Consulting
• IT Outsourcing
• Project Delivery
• Governance
• Business Process Improvement
• Service Management
• Service Desk
• Process Management
• Information Technology
• Offshoring
• Project Implementation
• IT Service Management
• Change Management
• Resource Management
• Certified Project Manager
• Business Process
• Managed Services
• Integration