Multi-project management (banks, insurance, telecommunications, etc.)

Roadmap for implementing ITIL processes in IT operations according to the requirements for Operational Excellence per CMMI 4, and current life cycle management under the framework conditions of GRC, SCRUM, and DevOps.

• Consulting, coordination, and facilitation of workshops, analyses, and gap assessments.
• Determining the current state regarding the implementation of IT processes, interfaces, used tools and KPIs, with graphical representation of maturity level.
• Defining the target state of IT processes, interfaces, used tools and KPIs.
• Designing recommendations for the roadmap for IT operations management in a highly critical and highly available IT infrastructure environment.
• Assisting with the rollout of the central service management tool Jira Service Desk.
• Coordinating and aligning with business units / stakeholders / architecture (Avaloq, SAP, etc.) / security / IAM, BCM, etc.
• Advising on the implementation of IT operational processes: incident, problem, change/release, request, and service management (including service desk).

Development of sales management systems in agile/SCRUM and non-agile mid-sized IT projects in all phases (initiation, design, development, testing, go-live). Functional consulting and management of IT projects in the business area "sales commission calculation" within securities trading and asset management (e.g. funds). Software development with Java (JBoss) and Oracle DB using modern frameworks and continuous integration while adhering to the bank's IT compliance and IT governance processes.

• Steering and controlling the requirements management processes.
• Coordinating business and IT specifications.
• Steering and controlling the technical implementation (commission systems, data warehouse (funds), pricing models, SEPA, reporting, etc.).
• Managing testing and production rollout of applications in the sales commission area.
• Optimizing applications and their implementation regarding legal and regulatory requirements.
• Conducting security, compliance, and risk/BCM assessments as part of gap analyses. Preparing and coordinating risk acceptance with management.
• Implementing IT operational processes, e.g. ServiceNow, Omada (incident, problem, change, request, governance, security/IAM, compliance management, BCM, etc.).
• Coordinating and aligning with business units/stakeholders of the bank and external developers.
• Operational leadership and management of external service providers/developers in the agile/SCRUM project (SCRUM coach/master, Kanban).
• Budget and contract management (providers, etc.)

Design and introduction of an integrated service portfolio in Remedy, covering all customer services with an international roll-out in a highly critical, highly available IT infrastructure.

• Design of a service portfolio as part of service request management in coordination with internal corporate functions (e.g. procurement, demand management) and all subprojects (e.g. processes, CMDB, interfaces) within the overall transformation project.
• Integration of the existing service catalog and shopping cart from the existing order management (ServiceNow) of the service desk.
• Mapping and testing (HP ALM) of the shopping cart in Remedy and connecting to the providers' systems.
• Integration into the customer's multi-provider control/governance/contract management.
• Mapping of the ordering and commissioning processes.
• Coordination and alignment with business units/stakeholders/architecture/security/IAM/PAM/BCM.
• Operational leadership in the agile / SCRUM project (SCRUM coach / master, Jira, Kanban, SharePoint, Remedy, ServiceNow, SAP, etc.).

UBS MNS transition; stream: service delivery and operation; sub-area: operational readiness in a highly critical and highly available IT infrastructure.

• Coordination and definition of use cases for operational readiness test (ORT) with UBS.
• Coordination and definition of test scope, evidence, acceptance criteria, etc. for the ORT review with UBS business units / stakeholders.
• Coordination, preparation and execution of the UBS ORT review with network operations (supplier) for incident, problem, change, service request management, service desk, etc. (incl. ServiceNow).
• Preparation and creation of a service request overview for UBS based on the service catalog.
• Creation of desk-level procedures based on process and procedure documentation (ITIL) incl. service desk.
• Preparation, alignment and coordination of the successful operational handover / carve-out of UBS network management to the supplier (e.g. governance / security, contract / account management, etc.).
• Alignment between UBS and supplier HR / IAM / security processes (e.g. JML processes in SAP) for transferred staff to the supplier to ensure uninterrupted network operations.

In a highly critical and highly available IT infrastructure environment.

• Capture and analysis of the current state (interviews on incidents including service desk / problem / request / change / asset management; ServiceNow).
• Gap analysis; definition of the target state (workshops, reviews).
• Drafting IT guideline documents.
• Developing process definitions with interfaces (data center, security, providers, etc.).
• Drafting SLAs / SLOs with logistics (data center) and SOWs with onsite / OCC teams, service desk.
• Coordination and alignment with business units / stakeholders / architecture / security / IAM / PAM / BCM, RfP, etc..

In the context of a highly critical and high-availability IT infrastructure.

• Project management/support for analysis, design, and implementation of IT Service Management in a highly critical and high-availability IT infrastructure.
• Design of roles, responsibilities, and the required interface definitions for processes/tools (incident management including Service Desk, problem, change, etc.) including supplier management.
• Assessments and workshops to analyze current Service Management tasks within the IT organization and handover of these tasks to IT Service Management responsibility.
• Coordination and alignment with business units, stakeholders, architecture, security, IAM, PAM.
• Support and coaching of new IT Service Managers with guidelines for starting up and self-organization within their area of responsibility.
• Coordination, facilitation, and support for organizational issues and Service Management marketing.

Support in the test environment project for timely delivery of test environments for involved projects and systems, and the complete/consistent provision of (tool-assisted anonymized) production/test data in the test environments. Coordination and alignment with business units, stakeholders, architecture, security, IAM, PAM.

• Program / Project Manager for coordinating, analyzing, designing and optimizing SAP HR processes (e.g. JML and IAM processes).
• Interfaces / controlling / reporting before consolidation and migration based on a company acquisition (insurance).
• Requirements analysis, coordination, moderation, documentation, as well as coaching and decision preparation/implementation for necessary process/organizational changes.
• Coordination and alignment with business units / stakeholders / architecture / security / IAM / PAM.

• Support / coaching in process design for service management & change management (chemicals).
• Coordination / support in designing process workflows with roles, responsibilities & interfaces (including GxP, QM, CSV, compliance / security, ITIL).
• Coaching / support of process owners.

In a highly critical and highly available IT infrastructure environment. Re-integration of an outsourcing division at a service provider.

• Consulting, support, and management of the Swisscom business line in day-to-day operations.
• Manager / Engagement Manager.
• SAP/CRM configuration (Salesforce); SAP, QM, CM coordinator.
• Leading special projects (incl. change and carve-out projects, redesign of engagement/service management).
• Interim Head of Business Consulting.

Basics, HR, marketing, etc.

• Design and implementation of an IT strategy (vision and mission) derived from the business strategy and the existing IT organization at an industrial company (core ITIL guidance, CIO coach).

(> 10 years) Agency owner for an insurance company (insurance and financial services).

In a highly critical and highly available IT infrastructure environment.

• Analysis, design, and leadership (8 months) of IT service management (service catalog, SLAs, etc.), IT operation guidelines, IT processes, service desk, and parts of the IT organization (ITIL-based).
• Coaching of process owners during project implementation at an IT service provider (core ITIL guidance).

• Re-Design of Asset Life Cycle Management.

• Responsible for consulting, architecture, testing, implementation, and operation of Network Application Services (NAS) & secure data transfer via EDI / Web-EDI / e-business solutions.
• IBM Product Manager (Portfolio / Account Management & IT Controlling) for all EDI converter systems & network access software in Germany.
• Responsible for IBM product announcements, marketing & pricing in coordination with international IBM committees & suppliers.

• Created KPI systems, reports and analyses, and supported national and international reporting for monthly, quarterly & annual closings.
• Project management for new system releases of the German Leasing System.
• Defined system requirements & test scenarios with migration planning/execution, change/problem management & quality control.