Keywords
BPMN
MS project
SLA
Service Request Management
Process Optimization
BMC Remedy
Quality Management
IT Service Transition
IT Service Design
Technical Platform Management
Process Integration
Project Management
ITSM
ITIL V3
Aris
Business Process Management
ServiceNow
Risk Management
Sharepoint
Service catalogue
Service Level Management
QA and Testing
Contract Management
MS Visio
Supplier management
Service Integration
SAP Solution Manager
DIN EN ISO 9001
Citrix
IT Service Operations
IT Strategy
Skills
Summary of Proficiencies:
- Pragmatic experience in IT service management in realms of infrastructure, support and operations, quality management, process performance, project management, supplier management and service level management.
- Acknowledged as key figure in driving change, implementing strategy and measuring performance with emphasis on customer needs and continual improvement.
- Multicultural aptitude through cross-cultural management, extensive participation in international travel while leading global teams across APAC, EMEA, and America regions.
- Consultation and Project Management in areas of ITSM Projects, Service Management, Business Integration, Technical Platform Management, Quality Control & Assurance, Process Design, Continual Improvement, and Service & Software delivery solutions.
- Founder of PAAN Group Consulting.
- Owner of the YDLFN networking and collaboration platform.
- Speaker strategic service management subjects at various seminars.
Project history
Professional & Project Experience
09/2017-12/2017
Project: IT Strategist
Sector: Finance
Client: Berlin Hyp Bank
Location: Germany
Fields of expertise: IT Strategy, IT Governance & Controlling, IT Risk Management, ITIL Process Design & Implementation, Service Request Management, Request Catalogue Management, Service Level Management, Service Integration
05/2017-09/2017
Project: Technical Service Manager
Sector: e-Government
Client: Bundesdruckerei GmbH(German National PrintCompany)
Location: Germany / Poland
Fields of expertise: Service Design, Near-Shoring, Governance, ITIL Process Design & Implementation, Business Requirements, Contract Management, Supplier Management, Service Level Management, IT Infrastructure, Service Integration, System Architecture
01/2017-06/2017
Project: Call Center –Project Lead
Sector: Call Center / Trust & SecurityServices
Client: Bundesdruckerei GmbH (German National Print Company)
Location: Germany / Poland
Fields of expertise: Service Design, Service Operations, Help Desk, Near-Shoring, ITIL Process Design &Implementation, Business Requirements, Service Level Management, Call Center Setup, IT Infrastructure, Project Management, Cross-Cultural Management, Organisational Readiness
07/2016-01/2016
Project: Service Readiness Consultant
Sector: e-Government
Client: Bundesdruckerei GmbH (German National Print Company)
Location: Germany / Poland
Fields of expertise: Service Strategy, Near-Shoring, Organisational Readiness, ITIL Process Design &Implementation, Service Level Management, Supplier Management, Call Center, Project Management, Cross-Cultural Management, Business Consulting
04/2016-01/2016
Project: ITSM Service & Process Architect
Sector: IT
Client: IBM
Location: Switzerland / Germany / Poland / Czech Republic
Fields of expertise: IT Strategy, Service Solution Design, ITIL Processes Management, Process Implementation, Business Requirements, Service Level Management, Service Desk, BPMN
06/2015-04/2016
Project: IT Service Strategist (Online Fashion & Commerce)
Sector: IT / Fashion
Client: YDLFN Network
Location: Germany / Poland
Fields of expertise: IT Strategy & Design, ITIL Processes Management (Service Operations & Service Transition), Test Management, Project Management, Process Implementation & Monitoring, Contract Drafting & Supplier Governance, Service Level Management, Service Desk, BPMN, PR & Marketing
09/2015-11/2015
Project: IT Service & Program Management Consultant
Sector: IT / Fashion
Client: Fashionsparkle GmbH
Location: Germany
Fields of expertise: IT Strategy & Design, Program Management, IT & Business Requirements, IT Solutions Consulting, Project Management Tool Implementation, Training & Handover, Process Implementation, Contract Drafting & Supplier Governance
07/2014-06/2015
Project: Global IT Service Manager (Global Small to Medium Engines Sector – CSME)
Sector: Aviation & Energie
Client: Rolls-Royce Deutschland
Location: Germany / UK
Fields of expertise: IT Strategy, Cross-Divisional Relationship Management, Service Delivery, ITIL (Incident, Change & Release, CMDB, Availability, Problem, Event), Business Intelligence, Security Management, Process Implementation & Governance, Contract Management, Supplier Governance & Vendor Management, Customer Relationship Management, Escalation Management, Business Requirements Management, BPMN
01/2014-06/2014
Project: Service Request Manager
Sector: Logistics & Transportation
Client: Bombardier Transportation
Location: Germany
Fields of expertise: Service Request Management, Service Design, Service Catalogue Management, Service Level Design, Service Integration, End-User Management, Supplier Management, Process & Tool Interface Management (Incident, Request, Change, CMDB), Reporting, SLA Management, Process Design & Implementation
11/2013-05/2014
Project: Process Optimization Lead – RIM Remote Infrastructure Management
Sector: Logistics & Transportation
Client: Bombardier Transportation
Location: India
Fields of expertise: Service Transition, Service Level Management, Training & Development, Service Integration, Remote Infrastructure Management (RIM), Major Incident, Event, Availability, Capacity, and Change Management, Reporting, Risk & Quality Management, SLA Governance, Data Center Migration, Process Design & Optimization
08/2012-10/2013
Project: IT Service Management Project Lead
Sector: Logistics & Transportation
Client: Bombardier Transportation
Location: Germany / India
Fields of expertise: Project & Stakeholder Management, Risk & Issues Management, Service Level Governance, Service Operations - Global Infrastructure, Service & Supplier Integration, Application Transition, Business Intelligence, Cross-Cultural Team Management, Test Management, Security Management, BPMN
01/2012-07/2012
Project: Change Manager
Sector: Logistics & Transportation
Client: Bombardier Transportation
Location: Germany
Fields of expertise: Change & Configuration Management, Asset Management, CMDB, Continuous Improvement Management, Process Optimization & Governance, Risk & Quality Management, Documentation Control, Process and SLA / OLA Governance
01/2010-12/2011
Project: Service Quality & Process Manager
Sector: Aerospace & Aviation
Client: Bombardier Transportation
Location: Germany
Fields of expertise: Quality Control, Total Quality Management (TQM), ISO 9001 / 9004, SixSigma, ITIL, Continuous Improvement, Process Optimization, Project Management, Document Control, Auditing. Departments: IT, Marketing, Sales, Research and Development, Business Operations, Human Resource, Legal
01/2007-08/2008
Project: Business Integration
Sector: Finance & Information Technology
Client: Arvato / Google
Location: Ireland / USA / India / Germany
Fields of expertise: Personnel Management, Building Global Quality Department, Project Management, Service Management, Process and Tool Localization, Business Requirements Management, Service Strategy, Total Quality Management, ITIL, ISO 9001, Test Frameworks & Test Management
01/2006-12/2006
Project: MOF/ITIL Framework Implementation for Line Of Business
Sector: Information Technology
Client: Accenture / Microsoft
Location: Ireland / Poland
Fields of expertise: Release Management, Project Management, Process Implementation & Management, Reverse Engineering, Infrastructure & Application Transition, Tool Localization, Business Requirements Management, Service Transition & Stabilization
2000-2005
Project: Diverse projects as IT application and infrastructure specialist
Sector: Various
Clients: Accenture / Microsoft
Location: USA / Ireland / Poland / Czech Republic / Germany / UK
09/2017-12/2017
Project: IT Strategist
Sector: Finance
Client: Berlin Hyp Bank
Location: Germany
Fields of expertise: IT Strategy, IT Governance & Controlling, IT Risk Management, ITIL Process Design & Implementation, Service Request Management, Request Catalogue Management, Service Level Management, Service Integration
05/2017-09/2017
Project: Technical Service Manager
Sector: e-Government
Client: Bundesdruckerei GmbH(German National PrintCompany)
Location: Germany / Poland
Fields of expertise: Service Design, Near-Shoring, Governance, ITIL Process Design & Implementation, Business Requirements, Contract Management, Supplier Management, Service Level Management, IT Infrastructure, Service Integration, System Architecture
01/2017-06/2017
Project: Call Center –Project Lead
Sector: Call Center / Trust & SecurityServices
Client: Bundesdruckerei GmbH (German National Print Company)
Location: Germany / Poland
Fields of expertise: Service Design, Service Operations, Help Desk, Near-Shoring, ITIL Process Design &Implementation, Business Requirements, Service Level Management, Call Center Setup, IT Infrastructure, Project Management, Cross-Cultural Management, Organisational Readiness
07/2016-01/2016
Project: Service Readiness Consultant
Sector: e-Government
Client: Bundesdruckerei GmbH (German National Print Company)
Location: Germany / Poland
Fields of expertise: Service Strategy, Near-Shoring, Organisational Readiness, ITIL Process Design &Implementation, Service Level Management, Supplier Management, Call Center, Project Management, Cross-Cultural Management, Business Consulting
04/2016-01/2016
Project: ITSM Service & Process Architect
Sector: IT
Client: IBM
Location: Switzerland / Germany / Poland / Czech Republic
Fields of expertise: IT Strategy, Service Solution Design, ITIL Processes Management, Process Implementation, Business Requirements, Service Level Management, Service Desk, BPMN
06/2015-04/2016
Project: IT Service Strategist (Online Fashion & Commerce)
Sector: IT / Fashion
Client: YDLFN Network
Location: Germany / Poland
Fields of expertise: IT Strategy & Design, ITIL Processes Management (Service Operations & Service Transition), Test Management, Project Management, Process Implementation & Monitoring, Contract Drafting & Supplier Governance, Service Level Management, Service Desk, BPMN, PR & Marketing
09/2015-11/2015
Project: IT Service & Program Management Consultant
Sector: IT / Fashion
Client: Fashionsparkle GmbH
Location: Germany
Fields of expertise: IT Strategy & Design, Program Management, IT & Business Requirements, IT Solutions Consulting, Project Management Tool Implementation, Training & Handover, Process Implementation, Contract Drafting & Supplier Governance
07/2014-06/2015
Project: Global IT Service Manager (Global Small to Medium Engines Sector – CSME)
Sector: Aviation & Energie
Client: Rolls-Royce Deutschland
Location: Germany / UK
Fields of expertise: IT Strategy, Cross-Divisional Relationship Management, Service Delivery, ITIL (Incident, Change & Release, CMDB, Availability, Problem, Event), Business Intelligence, Security Management, Process Implementation & Governance, Contract Management, Supplier Governance & Vendor Management, Customer Relationship Management, Escalation Management, Business Requirements Management, BPMN
01/2014-06/2014
Project: Service Request Manager
Sector: Logistics & Transportation
Client: Bombardier Transportation
Location: Germany
Fields of expertise: Service Request Management, Service Design, Service Catalogue Management, Service Level Design, Service Integration, End-User Management, Supplier Management, Process & Tool Interface Management (Incident, Request, Change, CMDB), Reporting, SLA Management, Process Design & Implementation
11/2013-05/2014
Project: Process Optimization Lead – RIM Remote Infrastructure Management
Sector: Logistics & Transportation
Client: Bombardier Transportation
Location: India
Fields of expertise: Service Transition, Service Level Management, Training & Development, Service Integration, Remote Infrastructure Management (RIM), Major Incident, Event, Availability, Capacity, and Change Management, Reporting, Risk & Quality Management, SLA Governance, Data Center Migration, Process Design & Optimization
08/2012-10/2013
Project: IT Service Management Project Lead
Sector: Logistics & Transportation
Client: Bombardier Transportation
Location: Germany / India
Fields of expertise: Project & Stakeholder Management, Risk & Issues Management, Service Level Governance, Service Operations - Global Infrastructure, Service & Supplier Integration, Application Transition, Business Intelligence, Cross-Cultural Team Management, Test Management, Security Management, BPMN
01/2012-07/2012
Project: Change Manager
Sector: Logistics & Transportation
Client: Bombardier Transportation
Location: Germany
Fields of expertise: Change & Configuration Management, Asset Management, CMDB, Continuous Improvement Management, Process Optimization & Governance, Risk & Quality Management, Documentation Control, Process and SLA / OLA Governance
01/2010-12/2011
Project: Service Quality & Process Manager
Sector: Aerospace & Aviation
Client: Bombardier Transportation
Location: Germany
Fields of expertise: Quality Control, Total Quality Management (TQM), ISO 9001 / 9004, SixSigma, ITIL, Continuous Improvement, Process Optimization, Project Management, Document Control, Auditing. Departments: IT, Marketing, Sales, Research and Development, Business Operations, Human Resource, Legal
01/2007-08/2008
Project: Business Integration
Sector: Finance & Information Technology
Client: Arvato / Google
Location: Ireland / USA / India / Germany
Fields of expertise: Personnel Management, Building Global Quality Department, Project Management, Service Management, Process and Tool Localization, Business Requirements Management, Service Strategy, Total Quality Management, ITIL, ISO 9001, Test Frameworks & Test Management
01/2006-12/2006
Project: MOF/ITIL Framework Implementation for Line Of Business
Sector: Information Technology
Client: Accenture / Microsoft
Location: Ireland / Poland
Fields of expertise: Release Management, Project Management, Process Implementation & Management, Reverse Engineering, Infrastructure & Application Transition, Tool Localization, Business Requirements Management, Service Transition & Stabilization
2000-2005
Project: Diverse projects as IT application and infrastructure specialist
Sector: Various
Clients: Accenture / Microsoft
Location: USA / Ireland / Poland / Czech Republic / Germany / UK
Local Availability
Open to travel worldwide
Zeitliche Verfuegbarkeit / Availability: now
Reisebereitschaft / Willingness to travel: Ja / Yes
Raeumliche Verfuegbarkeit / Location: 60-100% vor Ort / 60-100% on site
Bevorzugter Standort / Preferred Location: Berlin & Brandenburg, Germany
Reisebereitschaft / Willingness to travel: Ja / Yes
Raeumliche Verfuegbarkeit / Location: 60-100% vor Ort / 60-100% on site
Bevorzugter Standort / Preferred Location: Berlin & Brandenburg, Germany