Profileimage by Ingo Sexl Zertifizierter IT Service Manager mit umfangreicher Erfahrung im Service-Lebenszyklus. from Muenchen

Ingo Sexl


Last update: 06.09.2022

Certified IT Service Manager with considerable skills in all stages of the service lifecycle.

Company: Sitexs GmbH
Graduation: not provided
Hourly-/Daily rates: show
Languages: German (Native or Bilingual) | English (Full Professional)


Significant knowledge of IT Infrastructure Library (ITIL®) and agile project management.

Key accomplishments
  • Controlled international IT and ITIL projects at the BMW Group Munich in accordance with the company’s IT strategy and governance. 
  • Established the company Sitexs GmbH for IT service management (ITSM). Built and operated the entire application operation of the European subsidiaries of BMW Financial Services and Alphabet GmbH. Oversaw the service delivery and the application management based on the policies and regulations of ITIL®. 
  • Designed, transformed and incorporated service functions, processes, tools and metrics for ITSM to changing business requirements. Coached operational international staff technically and in various service procedures.
  • Executed iteratively service transitions (change management) of complex IT systems and technical rollouts in a multi-layered IT environment.

Officially certified by Axelos and APMG Group
  • PRINCE2® Agile Practitioner (Projects in Controlled Environments)
  • PRINCE2® Practitioner (Projects in Controlled Environments)
  • COBIT5® Foundation (Control Objectives for Information and Related Technology)
  • ITIL® Expert in IT Service Management (IT Infrastructure Library)

  • English: Fluently in spoken and written
  • German: Native speaker

Technical Skills
  • Operating systems: MS Windows (Enterprise), Sun Solaris, IBM AIX, HP UX
  • Programming: HTML/DHTML, CSS, JavaScript, PL/SQL. Knowledge in J2EE, ASP.Net Framework, VBScript, PHP, XML, SOAP, CGI (Perl), Shell
  • Server: Windows Server 2003/2008, Internet Information Server 7.0. Knowledge in WebLogic Server, Apache Webserver, jBoss Redhat
  • Databases: Oracle, MS SQL, MySQL, MS Access, OLE DB, ODBC, JDBC 
  • Communication: Ethernet, PC-Anywhere, SMTP, SNA, TCP/IP, Connect Direct

Products, Tools and Applications
  • BMC Remedy AR System (IT management suite)
  • Nagios, HP Sitescope (application monitoring)
  • HP Quality Center, HP ALM (software quality control)
  • Precise for Oracle and SQL Server (database performance monitoring)
  • HP LoadRunner (automated performance testing)
  • BizTalk, SeeBeyond (Enterprise Application Integration)
  • MS SQL Server Integration Services (SSIS), Informatica Powercenter (ETL systems)
  • MS SQL Server Reporting Services (SSRS), Crystal Reports (report generation)
  • Siebel OLTP, Siebel Analytics/OLAP (customer relationship management)
  • SHS Guardean (rating/scoring system)


Project history

09/2017 - Present
IT Consultant
BA IT-System House Nuremberg (>10.000 employees)
Public service
  • Performed service transition and operations tasks for the overall IT environment of one of Germany's largest IT landscapes. Based on ESB/SOA, Linux/UNIX, WebLogic/Windows Server, Oracle products and MS SQL Server.
  • Coordinated and controlled changes and activities for the release and change management, incl. categorization and prioritization (CAB), until successful implementation. Handled technical defects and faults in the context of incident and problem management.
  • Comprehensively ensured the operation of the test, training and production environments according to ITIL® and with agile methods. Planned, monitored and carried out operational procedures in the infrastructure and platform environment.
  • Aligned and synchronized technical supplies and information on software development and deployment, and integrated it into release and change management.
  • Generated, evaluated and presented data and reports on operational processes. Realized quality assurance in the context of continual service improvement.

06/2016 - 07/2017
IT Service Manager
BMW Group Munich (>10.000 employees)
Automotive and vehicle construction
  • Oversaw the successful migration (transition & change management) of all application components of BMW Bank into a new additional data center according to company strategy and ITIL® principles for securing critical business processes. Main technologies: Linux/UNIX, WebLogic/Windows Server, Oracle products and MS SQL Server.
  • Evaluated all technical configuration objects of the applications with SQL in a PostgreSQL database based on lifecycle management. Developed and documented generic migration and release procedures for the different infrastructure elements.
  • Created cut-over and release plans in coordination with all stakeholders (operation and maintenance responsibles, providers, national companies, release management). Prepared and coordinated individual transitions and changes. Through complex data analyzes and the resulting bundling of IT components into migration packages, an optimized release planning was achieved.
  • Designed the test methodology and generic test procedures for a successful service validation in order to ensure the proper application operation on the basis of the service level agreements (SLA).
  • Reviewed, tracked and reported the overall migration progress of all application components with regard to the hedging of the business processes.

01/2014 - 03/2016
Start-up/Transition Manager
BMW Group Munich (>10.000 employees)
Automotive and vehicle construction
  • Performed with agile project management techniques the transition (change management) of the dealer front end, back office and rating/scoring systems for BMW Financial Services China. Main technologies: C#, DOTNET, Windows Server and MS SQL Server.
  • Optimized infrastructure costs by 15% through consolidating shared server. Reviewed and adjusted the entire project documentation. Negotiated service level agreements (SLA) with the business to unify service operation. Initiated and supported the clearing process.
  • Developed non-functional requirements and operational test cases to enhance system stability. Ensured a maximum maturity of the IT systems via regulated checks and reached improvements to support the guidelines for IT security and compliance. 
  • Implemented application monitoring and created all documents for operation to facilitate service delivery. Established and monitored the key performance indicators (KPI) during stabilization phase, and increased first call resolution from 20% to 85%.
  • Integrated incident, change and problem management processes into the IT service management tool (BMC Remedy) and accomplished appropriate execution by training the operations teams.

06/2012 - 12/2013
Start-up/Transition Manager
BMW Group Munich (>10.000 employees)
Automotive and vehicle construction
  • Executed the migration and transition project of the back office and contract management systems for BMW Financial Services Spain on time with quality. Based on J2EE, Linux/UNIX, WebLogic Server and Oracle database.
  • Coordinated the technical relocation of the systems from Madrid (Spain) to Munich (Germany). Planned and centralized the IT infrastructure. Organized the outsourcing of service delivery from Spain to Romania, including knowledge transfer, with a cost savings of 15%.
  • Analyzed and assured the operational readiness of the system to guarantee a high-performance use of the underlying business processes. Designed and built suitable monitoring as well as the technical manuals, and thereby increased the automation of operational activities. 
  • Gained a high level of standardization during the introduction of the service processes for incident, change and problem management.

07/2011 - 05/2012
IT Service Manager
BMW Group Munich (>10.000 employees)
Automotive and vehicle construction
  • Examined IT service processes of external service providers according to contracts and service level agreements (SLA). Introduced adjustments to reduce resolution time of long-term tickets from 4 weeks to 3 days and to decrease 40% of incidents with high severity after change implementation. 
  • Restructured a standardized support model for a multinational application operation. Achieved the integration of 12 different European markets for the homogeneous usage of incident, change, problem, event and access management as well as request fulfillment.
  • Evaluated the software architecture and components of the European system landscape and initiated changes to improve technical management. Coached the internal staff in the architecture and the underlying business processes.

04/2005 - 03/2010
IT Service Manager (Executive Partner)
Sitexs GmbH (10-50 employees)
Internet and Information Technology
  • Founded and established the company Sitexs GmbH for IT service management with an annual sales volume in the 7-figure range. Headed a team of 12 IT specialists, organized the entire human resource management and realized all marketing and acquisition activities of the company.
  • Oversaw the service delivery of 30 productive software applications and launched more than 160 transition projects. Service included technical support, release/deployment of new IT systems and changes, processing incidents, problems and events, plus service level, capacity, availability, configuration and business relationship management. 
  • Continuously enhanced the applications response time through adjusting server and database settings, performing load tests and subsequent initiating software modifications.
  • Gained a significant customer satisfaction by reducing troubleshooting and problem resolution time by 15%, achieving an annual cost savings of 10% and intelligently customizing the corresponding service transition and operation workflows.

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Profileimage by Ingo Sexl Zertifizierter IT Service Manager mit umfangreicher Erfahrung im Service-Lebenszyklus. from Muenchen Certified IT Service Manager with considerable skills in all stages of the service lifecycle.