Schlagwörter
Qualitätsmanagement
IT Service Transition
Business Process Optimization
BPMN 2.0
Microsoft Sharepoint
DIN EN ISO 9001
MS Visio
ServiceNow
ITIL V3
ms project
Contract Management
BMC Remedy
Process Integration
Testing
Aris
Citrix
SAP Solution Manager
Projekt Management
IT Service Operations
Service Strategy
Blue Ant Cloud
Remedy
Redmine
Projekt & Programm Management
BIC Design
USU Valuemation
Process Consulting
DIN ISO 20000
Skills
Kompetenzen
- Pragmatische Erfahrung in Service Management, IT Strategie, Service Centres, Architektur & Integration, Service Delivery, Service Level Management, IT Governance und weiteren IT Service Bereichen, sowie diversen dazugehörigen technischen Aspekten
- Anerkannt als Schlüsselfigur bezüglich Planung und Operationalisierung strategischer Zielsetzung und Ausrichtung mit Fokus auf IT Services, Prozesse, Kundenanforderungen sowie nachhaltige und skalierbare Verbesserungsmaßnahmen
- Handlungsorientierte Erfahrung in Programm & Multi-Projektmanagement, Prozessoptimierung, Qualitätsmanagement, Datensicherheit, Reporting, und Supplier Management (Multi-Vendor Umfeld)
- Mehrfache Leitung von diversen Organisations-, Transition- und Implementierungs-Projekten heterogener Lösungen, realisiert in diversen globalen organisatorischen und technischen Einflussbereichen
- Multi-kulturelle Erfahrung durch kulturübergreifendes Management, internationale Reisen sowie Aufbau und Führung von globalen Teams (30+) in APAC, EMEA, und den Amerika Regionen
- Office: Microsoft Office, Lotus Notes, SharePoint
- ITSM Plattformen: Remedy, ServiceNow, USU, assyst, Novell SD, Atlassian Jira, HPSM
- Prozess Modellierung: Visio, Adonis, BIC
- Projekt Management: MS Project, Teamwork, BlueAnt, JIRA, Redmine, Advanced Excel
- Technologien: IaaS, SaaS, Managed Services, Virtualisierung, Cloud Hosting, …
- Methodiken: Prozesse: BPMN 2.0, SSADM. Architektur: TOGAF 9, COBIT 5. Qualität: ISO 9001/9004, ISO 20000, TQM, SixSigma. Projektmanagement: Waterfall, Agile, SCRUM, DevOps
- Richtlinien & Gesetzgebung: MaRisk/BAIT, OSI, KWG, SREP, DSGVO, BSI, eGov Gesetz
- ITIL v.3.0 (Information Technology Information Library) Foundation - zertifiziert
- TÜV Qualitätsbeauftragter ISO 9001:2008 / 9004, (ISO, TQM, SixSigma)
- Customer Centric IT Services - zertifiziert
- Unternehmensarchitektur (TOGAF 9)
- Business Process Model and Notation (BPMN 2.0)
- Projektmanagement (PRINCE 2)
- SAS AML - Anti-Money Laundering
- Espion IT Security
- Microsoft Proficiency Certificates (MPCs) (Office, Projekt, SharePoint, …) – zertifiziert
- Cisco Certified Network Associate (CCNA) – zertifiziert
- Siemens Service Management Consultant (SMC)
- Personal Improvement Process Training (PIP)
Projekthistorie
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
Reisebereitschaft
Weltweit verfügbar
Zeitliche Verfügbarkeit: ab sofort
Auslastung: 60-100 %
Reisebereitschaft : Ja
Bevorzugte Region: Berlin / Brandenburg vor Ort mit Remote Anteil
Auslastung: 60-100 %
Reisebereitschaft : Ja
Bevorzugte Region: Berlin / Brandenburg vor Ort mit Remote Anteil