Carl-friedrich L.
Senior Consultant
Experience
Jan 2023 - Jun 2023
6 monthsSenior Consultant
TransnetBW GmbH
- Revising operating manuals
Jan 2023 - Mar 2023
3 monthsSenior Consultant
Stromnetz Berlin GmbH
- Tender support
- Creating requirements specification
- Preparing tender documents
- Developing evaluation matrices
Jan 2023 - Mar 2023
3 monthsSenior Consultant
TenneT
- Tender support
- Creating requirements specification
- Preparing tender documents
- Developing evaluation matrices
Jan 2006 - Dec 2022
17 yearsGermany
Multi-project Manager
Bitmarck
- Project control for “Get Well” and “Refresh & Update of customer environments”
- Stabilizing and consolidating operations
- Assessing and prioritizing customer environments by urgency
- Resource planning for staff and hardware
- Reviewing tender documents and contract analysis
- Process optimization “ITSM - Monitoring - Automation”
- Volume control and resource planning
- Communication in service delivery
- Proposing accompanying measures (training, cheatsheets, monitoring adjustments)
- Server update planning and coordination (terminal, SQL, Exchange servers)
Jan 2006 - Dec 2022
17 yearsGermany
Service/Provider Manager
Bundesdruckerei
- Designing and implementing service-related contracts for nationwide digitization projects (OZG)
- Drafting service level agreements in bid management
- Supporting sales, supplier, and partner management
- Business development (cross-selling for follow-up deals)
- Escalation management in service and operations
- Agile project management in the service & operations subproject
- Managing DevOps teams, developers, and external vendors
- Customer support and management including contract controlling
- Participating in steering boards
- Service and operations management
Jan 2006 - Dec 2022
17 yearsGermany
Multi-project Manager
Deutsche Telekom / T-Systems
- ITIL-based project management in IT/Telco and ICT solutions
- Bid management and claim management
- Contract and change order management
- Project estimation, pricing, project controlling
- Process and organizational modeling
- Cost and contract analysis (forecast control)
- Establishing SLA monitoring and KPI tracking
- Change and release management
- Incident management
- Resource and escalation management
- Provider management
- Planning national and international WAN deployments
- Subproject lead for service delivery management in ALL-IP project
- Coordinating SIP trunk implementation
Jan 2006 - Dec 2022
17 yearsGermany
Carve-Out Project Manager
Deutsche Telekom / T-Systems
- Planning and controlling service delivery (time/quality/costs)
- Process and organizational modeling
- Change and release management
- Incident management
- Resource control
- Supplier commissioning and order processing
- Contract review and service delimitation
- Controlling and escalation management
Jan 2006 - Dec 2022
17 yearsGermany
Service Delivery Manager / Consultant / Subproject Lead
Deutsche Telekom / T-Systems
- Service management and provider control
- Transition/transformation management
- Business analysis for cost cases and estimations
- Project controlling and post-calculations
- Process and organizational modeling
- WAN rollout management
- Change and release management
- Resource control and escalation management
- Contract management and claim management
- Designing and monitoring LAN/WAN measures
- OLA/SLA/KPI definition and gap analysis
Jan 2006 - Dec 2022
17 yearsGermany
Operations Coordinator / Service Delivery Manager
Deutsche Telekom AG / T-Systems International
- Converting rollout processes into operations processes
- Coordinating national and international WAN deployments
- Ensuring ongoing operations and cost control
- Problem, complaint, and escalation management
- Process improvement and quality assurance
- Preparing status reports, reviews, and documentation
- Customer support and interface management
- Change, release, and incident management
- Resource control and quality management
Jan 2006 - Dec 2022
17 yearsGermany
Transition Manager / Program Manager
German Aerospace Center
- Coordinating and controlling service adjustment work in the transition project
- Ensuring customer-provided services (SLA reporting, tool adjustments)
- Transferring server operations to a third-party provider
- Acceptance of agreed services
- Change and risk management
- Project planning and controlling
- Preparing communication materials and presentations
- Recording and moderating meetings and workshops
- Managing open issues
- Status reporting to management
- Supporting transfer of service desk and data center services to a new provider
- Planning operations handover
- Communicating contract and service adjustments
Jan 2006 - Dec 2022
17 yearsGermany
Provider Manager
Finanz Informatik Technologie Service
- Advising departments on external service providers
- Reviewing requirements for data processing and BAIT
- Preparing contracts with providers
- Managing operational control steps
- Checking provider data security and outsourcing reports
- Risk management and business continuity management
- Creating planned and ad-hoc reports (e.g., data protection, risk, security)
- Informing about further outsourcing
- Reviewing tender documents
- Defining service boundaries and responsibilities
- Team member for “ServiceNow implementation”
Jan 2006 - Dec 2022
17 yearsGermany
Transition Manager
Hamburger Hafen
- Leading transition projects for IMAC service providers/service desk
- Planning and organizing migration of service desk to external provider
- Transferring IMAC operations to new provider
- Optimizing ticketing processes
- Developing migration concepts and plans
- Reviewing tender documents and contract analysis
- Establishing monthly SLA reporting
- Setting up communication structure and provider management
- Managing internal and external teams
- Customer communication
Jan 2006 - Dec 2022
17 yearsHungary
Trainer, Coach – Service Management
IT-Services Hungary
- Process and organizational modeling
- Project planning and execution
- Defining OLAs/SLAs and KPIs
- Training, coaching, and workshops
- Implementing incident and change management
- Order and change management
- Building a service delivery management support team
Jan 2006 - Dec 2022
17 yearsGermany
Provider Manager / Service Control
KfW Bankengruppe
- Managing and monitoring outsourced print services according to bank requirements
- First escalation point for print services
- Monitoring and proactively managing SLAs and costs
- Regular reporting to the print product owner
- Leading service meetings
- Moderating and tracking open issues
- Supporting urgent service topics (e.g., incident coordination)
Jan 2006 - Dec 2022
17 yearsGermany
Provider Manager
Landesbank Hessen-Thüringen (Helaba)
- Preparing and supporting negotiations for framework agreements, annexes, and SLAs in outsourcing projects
- Contract management and risk analysis
- Requesting proposals and monitoring contract terms
- Overseeing reporting obligations
- Coordinating IT governance meetings
- Preparing management reports and presentations
- Evaluating metrics
- Knowledge of regulatory requirements (KWG, MaRisk, GDPR, BA-IT)
Jan 2006 - Dec 2022
17 yearsGermany
Lead Service Delivery Manager
Schaeffler / Continental
- Service delivery management
- Claim management and project post-calculations
- Process and organizational modeling
- Cost and contract analysis (forecast control)
- SAP SD, MM, CO
- SLA monitoring and reporting
- Change and release management
- Incident management
- Resource and escalation management
- Claims management
Jan 2006 - Dec 2022
17 yearsGermany
Subproject Lead TransIT – Network Work Package
TransnetBW GmbH
- Driving project progress
- Involving responsible deliverers
- Defining and assigning clear work packages
- Reporting subproject status
- Identifying and addressing resource needs
- Creating and managing change requests
- Documenting and reporting subproject risks
- Preparing decision templates
- Troubleshooting and handling escalations
- Handover to operations and ensuring proper operations
Jan 2006 - Dec 2022
17 yearsGermany
Lead Service Delivery Manager / Transition Manager
Unicredit
- Service delivery management and provider control
- Transition management – taking over services from Unisys
- Claim management and project post-calculations
- Coordinating internal and external service providers
- Process and organizational modeling
- Coaching and optimizing service desk processes
- Cost and contract analysis (forecast control)
- Introducing and establishing SLA monitoring and reporting
- Incident, resource, and escalation management
- Printer rollout (approx. 3000 printers)
Jan 2004 - Dec 2005
2 yearsMunich, Germany
Acquisition and Establishment of Own GmbH
MCG GmbH
Jan 2003 - Present
22 years 8 monthsGermany
Managing Partner
MCG GmbH
- Coordinating, controlling, and overseeing all activities and documentation, reporting to clients
- Ensuring on-time, quality delivery within budget
- Coaching employees and clients
- Leading teams of up to 25 staff
- Order management and controlling
- Escalation management
- Process and organizational modeling
- Incident management
- Supplier selection
- Change and release management
Jan 2003 - Dec 2005
3 yearsMunich, Germany
Project Manager (Provider Control/Management) Team Lead
MVG GmbH
Jan 2003 - Dec 2003
1 yearDüsseldorf, Germany
Consultant
Fujitsu Services
Jan 2003 - Dec 2003
1 yearMunich, Germany
Project Manager Team Lead
Generali Versicherungs AG
Jan 2003 - Dec 2003
1 yearMunich, Germany
Project Manager (Provider Control/Management) Team Lead
Infineon AG
Jan 2003 - Dec 2003
1 yearMunich, Germany
Project Manager Team Lead
Landeshauptstadt München
Jan 2003 - Jun 2003
6 monthsDüsseldorf, Germany
Consultant
Sinius GmbH
Jan 2001 - Dec 2002
2 yearsFriedrichshafen, Germany
Consultant, Project Manager (Provider Control/Management)
CNI GmbH
Jul 2000 - Dec 2002
2 years 6 monthsMunich, Germany
Consultant on Partner Basis
Obtree Technologies Germany GmbH
Jul 2000 - Dec 2000
6 monthsMunich, Germany
Consultant, Project Manager
ITCOM International AG
Feb 1997 - Jun 2000
3 years 5 monthsGermany
Project Manager, Consultant
DASA (EADS/Airbus), debis Systemhaus AG, DaimlerChrysler
- Process analysis and workflow design for operations and second-level support
- Escalation process and planning/expanding IT infrastructure
- Rollout and installation management
- Outsourcing and introducing user help desk (Remedy, Windows NT)
- Order and trouble ticket process
Jun 1992 - Jan 1997
4 years 8 monthsMunich, Germany
Project Manager, Consultant, Service Manager
Deutsche Bank and subsidiaries
- System engineering (IBM OS/2, LAN/WAN, UNIX, mainframe connectivity)
- Emergency plans and service/operations concepts
- Change and release management
- Incident management and SLA monitoring
- Tendering and contract review
- Resource and provider management
- Leading internal and external project staff
Summary
Senior project manager with many years of experience in areas such as rollout management and implementation control, transition and transformation management in IT and telecom environments, incident management, IT change management, order management, building new network structures or call centers, as well as preparing tenders and operational concepts, operating manuals, and defining processes in various industries (including telecommunications, banking, insurance, automotive, manufacturing, finance) and multicultural project environments. Deep knowledge in telecommunications (MPLS network, fiber optics, All-IP, ISDN, SHDSL, ADSL, VDSL, FTTH, leased lines, FTTx). Plan-build-run including risk, claim, and change management. Goal-driven and strong communicative project manager. His strong analytical skills and broad technical know-how allow him to keep a clear head and deliver on time even under high pressure. He quickly gains an overall view, develops constructive solution proposals, and implements them confidently. Projects with agile methods and iterative increments round out his experience. Social skills, strong stakeholder management, and high communication ability, together with a technical background and over 30 years of IT and telecom experience, form the basis for successful projects.
Languages
German
NativeEnglish
AdvancedEducation
Oct 1992 - Jun 1994
Uni Hagen
Business Administrator · Hagen, Germany
Oct 1989 - Jun 1992
PCM Computer AG
Training as IT Business Clerk · Munich, Germany
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