Service Delivery Management, Transition, Team Lead

11/2018 - 04/2020

Project management device replacement rollout (Self employed)

- Definition and update of the project plan
- Coordination with the various locations worldwide, rollout preparation
- Coordination and commissioning of internal and external service providers worldwide

- Tracking of the project plan, if necessary escalation management
- Tests and quality checks
- Reporting

Sector:

Automotive, Information Technology

06/2019 - 11/2019

Service Delivery Support: Preparation and revision of operating manuals (Self employed)

- Revision of existing operating manuals both technically and formally

- Coordination with management, operating team and technical specialists

- Preparation of missing operating manuals

- Cleanup of data sources

Sector:

Automotive, Information Technology

4/2018 - 10/2018

IT Service Manager / Transition Management (Self employed)

- Transition Management
- Service Management according to ITIL
- Conducting Service Review Meetings
- KPI reporting
- Review of service designs
- Coordination and rebuilding of the processes between the client and the internal and external providers

Sector:

Automotive, Information Technology

2/2017 - 3/2018

Project manager + processes + support data protection (Self employed)

Migration project Datacenter: physical relocation of an in-house data center to an external data center

Coordination of each team
Creation, processing and monitoring of the project plan
Clarification and agreement with internal and external interfaces

Recording + documentation of previous processes
Optimization of IT operating processes
Consulting, design and documentation of the new processes (interim processes for migration and regular operation afterwards)

Process and tool training: Evaluation of the administration system at the new provider, preparation of training documents, live training and support of the employees on the system. Creation of training material for FNT Command and for the new processes, training and ongoing support of the employees

Professional support in data protection
Support of the departments, revision and projects, research
Collaboration in assessments of processing of personal data
Coordination with the data protection officer
Maintenance of documentation

in additionally: advice and support in the area of FNT Command and updating of CI for CMDB, Administration CMDB (FNT Command, not installing the tool itself), consulting on processes and standards around FNT or the CMDB

Creation and modification of CIs in the CMDB, training of employees in the use of the CMDB, creation of status reports on CIs/CMDB

Sector:

Beratungsunternehmen, Dienstleistung

11/2016 - 3/2018

Support Service Delivery Manager + process analysis / -coordination, Incident Manager, Change Manager (Self employed)

Service Delivery Manager + Process Coordination / Project Management
- Project management, coordination of subprojects + reporting
- Detailed conception of existing processes, process analysis + improvements in the field of incident management / change management / problem management
- Control and monitor ongoing events in incident, change, problem and order management
- Monitoring and reporting of contract performance and performance
- Development of concepts, development of decision documents, support of acceptance processes, creation of approvals
- Customer Communication + Service Level Monitoring
- Interface to Service Delivery Managers Customer, Operations Team + ext.Provider
- Preparing and Main Contact for the client in the weekly CAB / Change Advisory Board
- Service level management and SLA control
- Regular customer communication, preparation and execution of service review meetings
- Coordination of change requests to existing services
- Change Management:

- Examination of the change request, if necessary clarification with the requester, creation of plans, agreements with the technicians or external contractors regarding the implementation date, technical requirements, resources, possible overlaps with other changes etc., fallback scenario
- Risk assessment
- monitoring and coordination during the process, if necessary
- Handover/acceptance with the client after checking the complete documentation, updating and completion of the associated tickets
- Incident and Problem Management

Process reconciliation with the customer to take over new services
- Regular voting meetings on the structure
- Revision and review of the service manuals
- Revision and review of the operating manuals

Sector:

Finance Information Technology

10/2016 - 12/2016

Change Manager (Self employed)

- Qualification, coordination and planning of changes
- Monitoring progress and support for the changes
- Communication with international customers
- Overarching coordination and interface between internal and external delivery units
- Assistance in the planning and management of (Emergency) Change Advisory Boards (CAB) nationally and internationally

Sector:

Energy industry

9/2014 - 10/2016

Service Delivery Manager + process analysis / -coordination, Asset Manager, Incident Manager, Change Manager, Transition Manager, Team lead (Self employed)

Company size:
up to 10000 people

Departement size:
up to 40 people

Service Delivery Manager + Prozess coordination / Project lead
- Project lead, coordination of subprojects+ reporting
- Revision of existing processees, process analysis + improvements for Incident Management / Change Management / Problem Management
- Control and monitoring of ongoing operations in Incident-, Change-, Problem- and Order Management
- Monitoring and reporting of contract fulfillment and performance
- Control of (billing-relevant) activities e.g. order management, escalation management, reporting, invoicing
- Planning + implementation of workshops, development of concepts, development of decision matrix, supervision release processes, initiating of approvals

- Process and Tool Training: Contract Training, Process Incident/Change/Problem/Asset Management, Tool HP Service Manager, FNT Command: Training of the existing team itself as well as the new employees. Preparation of training documents (PowerPoint or films), training live on site in the subsidiaries and via WebEx

- Coordination with the Central Service Desk and setup of the internal Service Desk
- Customer Communication + Service Level Monitoring
- Interface to Shared Service Center Leaders, Service Delivery Managers on Customer side, Operation team + ext.Provider
- Teamlead Onsite (various locations), Responsibility for the operation team and execution of daily status calls with the operation team and ext. provider
- Preparing and main contact for the customer for weekly CAB / Change Advisory Board
- Service Level Management and SLA monitoring
- regular customer communication, preparation and lead through of Service Review Meetings
- coordination of change requirements for exisiting services
- Change Management:

- Examination of the change request, if necessary clarification with the requester, creation of plans, agreements with the technicians or external contractors regarding the implementation date, technical requirements, resources, possible overlaps with other changes etc., fallback scenario
- Risk assessment
- monitoring and coordination during the process, if necessary
- Handover/acceptance with the client after checking the complete documentation, updating and completion of the associated tickets

- Assetmanagement / Lifecyclemanagement

- creating, check and updating of CI in CMDB, Creation and modification of CIs in the CMDB, checking the data in the CMDB, ensuring data integrity, training employees in handling the CMDB, creating status reports on CIs/CMDB
- as part of a Daily Call with the operation team also Incident- and Problem management

Process coordination with the customer for take-over of new services

- Transition of the Data Center to the new Service Provider
- Setting up of an additional serviceteams, coordination for all processes (Incident Management, Change Management, Problem Management, Asset Management, IT Security Management, Knowledge Management, Financial Management, Service Level Management, Capacity Management, Availability Manangement, Quality Management, Documentation Management. Service Portfolio Management)
- regular meetings for implemention of processes
- Setup of recurring meetings for the different processes
- Development of Service manuals
- Development of Operation manuals
- Onboarding of new employees
- Training for new employees

Sector:
Automotive

IT environment:
ARIS, ITIL, Lotus Notes, HP Service Center/Service Manager, Service Now, FNT Command, Sharepoint

9/2013 - 3/2014

Servicelevelmanager (SLM) / Lifecyclemanagement (Self employed)

Company size:
up to 10000 people

Departement size:
up to 20 people

The servicelevel manager is the interface between customer/delivery manager and platform / application services of his customers. He is responsible for implemenation of the OLA. He establishes the OLA, orders the service at the internal and external suppliers, takes care of OLA monitoring and creates the service report for the customer.

Main duties:

creating the service orders via the customer tool

creating the technical forecast

creating OLA, preparing/adjusting SLA

preparing OLA for approval

ordering the service

activating the provided services

monitoring the agreed services according to OLA

supporting troubleshooting

setting up monitoring

generating the service report for the customer

monitoring and cost analysis of the services for internal financial application controlling

responsibility:
creating the order
processing and commercial responsibility for quantative planning

responsibility for the OLA

monitoring and implementation of SLA

prerequisites:
Technical basis for the assumption of responsibility
good knowledge of ITIL processes

good knowledge of the SLM process and tools used there

good knowledge of application architecture
Comprehensive knowledge for the creation of service documents
Personal responsibility for care of the assigned applications

Sector:
Rail, Logistic

IT environment:
ARIS, ITIL, Lotus Notes, Peregrine Service Center, HP Asset Manager, ARIS Business Publisher, AVB Modellierung, OpenText Documentmanagement system

3/2009 - 9/2013

IT-Projekt-Koordinator- Change-/ Release-Management (Self employed)

Company size:
> 50000 people

Department size:
up to 20 people

Responsibility as a key partner for the provision of IT standard components in test, integration and production environments. The projects of departmental IT and sales companies are supported; Personal responsibility for preparation and implementation of training of internal staff as well as support during operation; Implementation, communication and monitoring of the processes provided for this purpose - both nationally and in the international environment / offices around the world (because of my language skills main contact for international users in support;Process and tool training for the deployment process: day seminars / training courses in German and English, preparation of the training concept and training documents, preparation of the test system for the training, coordination of dates and rooms Trainings optionally on site in Munich, for the colleagues in USA/ China/ Japan/ Brazil/ South Africa then via video conference

Acquisition as an internal service provider the responsibility for providing the necessary components to final implementation of the solutions. The projects will be kept informed of the progress of deliveries up to date. With a tool it is possible to do detailed monitoring and controlling of the desired deployments and guarantee agreed delivery times and corresponding documentation. Part of this activity is both process consulting, analysis and optimization and coordination. Checking the CIs in the CMDB, ensuring data integrity and initiating data corrections

As part of a migration, extensive software testing, design of test objects, tests, description of test procedures and documentation of results.

Sector:
Automotive

IT environment:
Alphabet planningIT, ARIS, CMDB, individual software for the provisioning process, intercultural competence, ITIL, MS SharePoint Portal Server, Remedy, BMC ITSM Suite (BMC Atrium SSO)

7/2008 - 9/2008

Auftragssteuerung IT (Self employed)

- Coordination of IT orders with internal and external suppliers
- Reporting
- Ordermanagement in SAP
- Communication with customers

Sector:
Bank, IT-Services, Informations Technology

IT environment:
Independent work, personal organization, SAP CATS, SAP CS, SAP SD, time management, ability to work in a team

4/2008 - 6/2008

Projektassistenz SW-Entwicklung (Self employed)

Company size:
> 50000 people

Departement size:
up to 20 people

Project Assistance / Representation Project Managers / predominantly organizational tasks with strong technical background in the field of software development Automotive

 

- Project Plan Care

- Get interns

- Support diploma

- Project Communications

-> Protocols

-> Presentations

- Budget

-> Controlling

-> Specifications

Sector:
Automotive, software company

IT environment:
Communication skills, MS Office, MS Project, project management, precision tools, ability to work in a team, organizational skills

11/2007 - 12/2007

Prozessdokumentation in ARIS (Self employed)

Company size:
> 50000 people

Departement size:
up to 200 people

Process documentation in ARIS, transfer draft records from Alphabet planningIT + check & revision of exisiting processes

Sector:
Automotive

IT environment:
Alphabet planningIT, ARIS, rapid learning ability, good communication skills, Lotus Notes, UML

8/2007 - 10/2007

Anforderungs- und Prozeßanalyse (Self employed)

Company size:
Up to 10000 people

Preparation for the introduction of a new software for the internal help desk:

- Process analysis within the company

- Process development and optimization (Incident, Problem and Change Management)

- Process documentation / UML

- Requirements analysis to the software manufacturers

- Integration of the collected data and preparation of functional specifications

Sector:
Media

IT environment:
fast learning ability, independent work, English, MS-Projekt, MS-Visio, Peregrine Service Center, UML

5/2007 - 8/2007

Projekt Management Office / Support (Self employed)

Company size:
Up to 50000 people

Support Project Management Office
Monitoring and coordination of internal IT-Service-providers. Projectmanagement assistance für process documentation, presentations, memos, reports on basis of Excel-, Access-, Powerpoint, Mail, specification sheets, Service agreements – Design and implementation of tools for automated reporting (Excel, Business Objects/Crystal Reports). Support Project and Communication (IT service management - Preparation of monthly reporting - Preparation of regular meetings with departments and internal service providers) - ITIL know-how-

Analysis of existing processes in the company, set-up and implementation of ITIL processes, monitoring of sub-projects, support the Project leader and independent sub-project management, process coaching, setting up a unified IT reporting in the company, setting up of SLA, including cost statements

Sector:
Automotive

IT-Environment:
Audit Management, Crystal reports, Data Warehouse, DOCUMENTUM, intercultural competence, ITIL, MS-Projekt, Ability to communicate and organize, Peregrine Service Center, Projectmanagement, Ability to work in a team, Team leading skills

6/2006 - 1/2007

WAN-Monitoring 1st Level (Provider) (Self employed)

Company size:
up to 10000 people
 

- acive network monitoring WAN of customer networks (PMA Netcool/OMNIbus, Nagios, SiteScope, HP OpenView Network Node Manager)
- Portconfiguration switches
- control of routers and switches

- analysis of logs and status messages of the routers
- dectect and solve problems with routers + switches as well as DNS, DHCP, FTP and HTTP
- first checks in case of problems and forwarding to 2^nd level via ticket system (eTTS / Remedy)
- tracking of the tickets eTTS, communication with the customers and internal and external suppliers
- network plans via MSVisio
- control of network development for main customers with MS-Projekt

Sector:
Telecommunication

IT environment:
CISCO Router, ISDN, Remedy, Switches, Telnet, HP OpenView Network Node Manager, Nagios, SiteScope, PMA, eTTS, Netcool / OMNIbus

0/2005 - 2/2006

UHD - ServiceLine / Assistant and Support (Self employed)

Company size:
up to 10000 people

Function :

The ServiceLine is first point of contact in all matters of support requests via telephone or email.

requisitions:
-user support to solve their problems

-coordination of incidents with internal and external instances

-time shifted work (service hours from 07:00am to 09:00pm)

Incident management of C/S platforms on basis W2k,/XP network and current applications (internal developments of the company, of the department and standard applications)

additional technical support e.g. printer mappings, data restore, translation of documentations and manuals to English

expected skill: System engineer:
-excellent  telephone behaviour
-experience in Windows administration Client/Server (Win2K and XP)
-experience in installation (Software installation, Software paketing / - Integration)
-good knowledge TCP/IP and C/S- environments
-personal responsibility
-fluent in written and spoken English
-basic knowledge of administration tools under XP
-good know how of networks

Experience in Microsoft Cluster and Veritas Volume Management

IT skills (Must Have):
English, PC,TCP/IP, Windows 2000,Windows XP

Sector:
Bank, Financial Services

3/2004 - 4/2004

WebDesign (Self employed)

(Retail food)

Setup of a website for a retail store, starting with conception (content and design), technical implementation (programming and optimisation for search engines), website marketing (registration at search engines and catalogues, linking to other relevant sites)

Sector:
retail

3/2004 - 9/2005

Network administrator and Teilproject management (Self employed)

(Printing shop)
external Full service IT (1st/2nd/3rd Level Support), self dependent design and improvement of the network, (W9x / NT / W2K / XP/ printer/ Hubs & swiches /...)

Setup + Administration LAN,
Planning, Organisation, Control
Setup of servers and workstations
Monitoring of Security Patches and Updates etc.
Maintenance controlling entire Hard- u. Software IT
Training + support for the employees

Sector:
Media

IT environment:
DHCP, DNS, DSL, Printer, FTP, Hub, LAN, MS Internet Explorer, MS-DOS, MS-Office, Modem, PC, PC Anywhere, POP3, SMTP, TCP/IP, Win NT, Windows 2000, Windows NT, Windows XP

2004 - current

IT-Support (Self employed)

(Service)
Network support

Sector:
medical technology

IT environment:
DHCP, DSL, Printer, LAN, MS-Office, PC, POP3, SMTP, TCP/IP, Windows 2000, Windows XP

2004 - current

IT-Support / Network administrator (Self employed)

(agency)
external Full service IT:

Network support (W9x / NT / W2K / XP/ Printer/ Hubs & swiches /...)
(1st/2nd/3rd Level Support)
Maintenance and development of scripts for Backup & Restore
License management
Planning and development of the network
Installation of entire hard- u. software (Server + Workstations)
Maintenance and control of Security (Virus scanner, access control)
Training
Maintenance of the telephone system
local programming (Scripts and reports)
Documentation

Sector:
Services

IT environment:
Compaq, Crystal reports, DHCP, DNS, DSL, Printer, Ethernet, Firewall, Hub, ISDN, Internet, Intranet, LAN, MS-Exchange 2003, MS-Office, PC, POP3, Streamer, TCP/IP, Win NT, Windows, Windows 2000, Windows 2003, Windows NT, Windows XP

12/2003 - current

IT-Support (Self employed)

(environmental technology)
external Full service IT:

Network support, Updates etc. (RH Linux-Network)
Documentation

Sector:
Services

IT environment:
Apache, DSL, Printer, Ethernet, FTP, Firewall, HTML, HTTP, LAN, Linux, Modem, PC, SMTP

3/2001 - 3/2003

IT-Support (Self employed)

(broker)
external Full service IT

Network support (W9x / NT / Notebooks W2K)
Software installations + Updates
Installation and Maintenance Printer
RAS
Security (Antivirus / Access control)

Sector:
Financial services Insurances

IT environment:
DBase, DNS, Datev, Printer, Ethernet, LAN, MS-Backoffice, MS-Office, Modem, PC, PC Anywhere, POP3, SCSI, SMTP, Win NT, Windows NT

2001 - current

external Networkadmin (Self employed)

(Textile wholesale and retail)
external Full service IT, self dependent Design and Improvement of the Network

Network support (W9x / NT / Notebooks W2K/ Printer/ Hubs & swiches /...)
Updates and Maintenance of Datev
RAS
Training + Support for employees
Security (Antivirus / Access control)

Sector:
Retail, Wholesale

IT environment:
Datev, DHCP, DOS, Printer, Ethernet, HTML, HTTP, Hub, Internet, ISDN, LAN, Modem, MS Internet Explorer, MS-Backoffice, MS-Exchange 2003, MS-Office, NetInstall, PC, PC Anywhere, Streamer, TCP/IP, Win NT, Windows 2003, Windows NT, Windows XP

2000 - 2002

external Networkadmin (Self employed)

(vehicle construction)
external Full service IT, self dependent Design and Improvement of the network, coordination with other subsidiaries and Datev

1st/2nd/3rd Level Support + Training for employees
Seup and development of the Network incl. RAS
Setup of the email systems
Network support (W9x / NT / Notebooks W2k / Printer/ Hubs & swiches /...)
Updates and Maintenance for the Datev-System
Setup and Maintenance of the website
Security (Antivirus / Access control)

Sector:
vehicle construction

IT environment:
Compaq, DHCP, DNS, DOS, DSL, Datev, Printer, Ethernet, FTP, Firewall, HTML, HTTP, ISDN, Internet, LAN, MS-Backoffice, MS-DOS, MS-Office, Modem, PC, PC Anywhere, POP3, SMTP, Siemens, TCP/IP, Win NT, Windows 98, Windows NT

9/1996 - 3/2003

Network administrator / Sub project management and Project management (Employed)

Firmengröße:
Bis 10000 Personen

(agency)
LAN/WAN-Administration (Network management WAN/LAN, RAS, Server)
Coordination IT of the German subsidiary with headquarter in USA
1st/2nd/3rd Level Support other European subsidiaries
Software programming, -selection and purchase
Administration LAN- Network, Win NT /2k and Novell 5.1
Maintenance and development of scripts for Backup & Restore, Development
Documentation
IT purchase, License management
Administration Exchange - Servers
Planning and development of the network
Planning, Organisation, control
Installation of entire hard- u. software (Server + Workstations)
Maintenance and control of Security (Virus scanner, access control)
User support + Training
Maintenance of the telephone system
local programming(Scripts and reports)
Project management / sub project management

Migration / Roll-Out
Setup and Maintenance of a website
Setup and Maintenance document management system
coordination with headquarter in USA
Project management Migration W9x
Project management locale invoice programming
Responsibility for other employees
sub project management: Integration of a new network after company take-over
Language: mostly English, written as well as oral

Sector:
Service agency, retail, media, publishing

IT environment:
3270, Apache, Compaq, Corel Draw, Crystal reports, DBase, DHCP, DNS, DOS, DSL, Printer, Ethernet, FTP, Firewall, FoxPro, HTML, HTTP, Hub, IMAP, IPX, ISDN, Internet, Intranet, LAN, Linux, MAPI, MS Internet Explorer, MS Visual-Basic, MS-Access, MS-Backoffice, MS-DOS, MS-Exchange, MS-Exchange 5.5, MS-Office, Modem, NFS, NetBEUI, Netbios, Netscape Navigator, Novell, Novell Netware 3.x, Novell Netware 5.x, PC, PC Anywhere, POP3, Roll-Out, Router, SCSI, SMTP, SPX, SQL, Samba, Streamer, TCP/IP, WINS, Win NT, Win95, Windows, Windows 2000, Windows 3.1x, Windows 3.x, Windows 95, Windows 98, Windows NT, Windows XP, Winsock

8/1995 - 6/1996

System/Network admin (Employed)

Firmengröße:
Bis 50 Personen

(Retail, Wholesale food)
network administrator, single-handed implementation of abstract targets from the management:

Software programming, -selection,- purchase and installation
Administration LAN, Win and Novell
Maintenance and development of scripts for Backup & Restore,
Installation and Maintenance Printer
Planning and development of the network
Installation + Update entire Hard- u. Software (Server + Workstations)
Maintenance and control of Security (Virus scanner, access control)
1st/2nd/3rd Level Support + Training

Sector:
Retail, Wholesale

IT environment:
Printer, HP, MS Office 95/97, Modem, Novell Netware, Windows

1995 - 1995

IT-asistant (Self employed)

(advertising agency)

From the local AS-400 data was exported on daily basis, where I programmed then several different reports in Excel and Crystal Reports then

Sector:
advertising agency

IT environment:
Crystal reports, MS Office 95/97

1989 - 3/1993

System-/ Network admin / Programming, Network administration, Support (Employed)

Firmengröße:
Bis 50 Personen

(IT-supply wholesale- and retail)
Software Programming (internal development network ERP/MIS in C ++ with interfaces to external software e.g. accounting), Software programming, -selection,- purchase and installation
Administration LAN- Network, Win and Novell
Maintenance and development of scripts for Backup & Restore
IT purchase, License management
Planning and development of the network
Programming
Documentation
Installation of entire hard- u. software (Server + Workstations)
1st/2nd/3rd Level Support + Training

Sector:
Retail, Wholesale

IT environment:
DOS, Printer, Ebus-Generator-C, Ethernet, LAN, MS-Access, MS-Backoffice, MS-DOS, Modem, NetBEUI, Netbios, Novell, Novell Netware, Novell Netware 2.x, PC, SPX, Streamer, Windows, Windows 3.1x, Windows 3.x