Dieter Dietz

Project: Roadmap for implementing the ITIL processes in IT operations according to the guidelines for Operational Excellence per CMMI 4 and the current life cycle management within the frameworks of GRC, SCRUM and DevOps.

• Advising, coordinating and conducting workshops, analyses and gap assessments.
• Determining the current state regarding implementation of IT processes, interfaces, tools used and KPIs with graphical representation of the maturity level.
• Defining the target image of the IT processes, interfaces, tools used and KPIs.
• Designing a set of recommendations for the roadmap for IT operations management in the context of a highly critical and highly available IT infrastructure.
• Supporting the introduction 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 operations processes: incident, problem, change / release, request and service management (incl. service desk).

Project: Project work around USU Valuemation for the client Post CH.

• Project coordination for the expanded use of Valuemation as the central suite to manage Post CH’s highly critical and highly available IT infrastructure through ICT processes within the centralization.
• Adapting the Valuemation service catalog & service level management structure (classes, types) to the BFS/SUS structure of Post CH, as well as contract / SLA / OLA management.
• Redesigning the existing incident & problem management processes in Valuemation, incl. service desk.
• Integrating IT financial management & charging server into Valuemation.
• Integrating request fulfillments in Valuemation and mapping order, contract, assignment and billing processes.
• Integrating corporate reporting into Valuemation Analytics (incl. service desk).
• Adjusting relevant Valuemation interfaces to Post CH systems (e.g. SAP HANA, CMDB).
• Coordinating and aligning with business units / stakeholders / architecture / security / IAM / PAM / BCM.
• Operational leadership of 5 international development teams in the agile / SCRUM project (SCRUM coach / master, Jira, Kanban, SharePoint, SAFe / Agile Release Trains, etc.).

Project: UBS MNS transition; Stream: Service Delivery and Operation; area: Operational Readiness.

• Aligning and defining use cases for the Operational Readiness Test (ORT) with UBS.
• Agreeing and defining test scope, evidences, acceptance criteria, etc.
• Coordinating, preparing and conducting the UBS ORT review with network operations (supplier).
• Preparing and creating a service request overview based on the service catalog.
• Creating desk-level procedures based on process and procedure documentation (ITIL).
• Preparing, agreeing and coordinating the operational handover / carve-out of network management from UBS to the supplier.
• Aligning between UBS and suppliers on HR / IAM / security processes (e.g. JML processes SAP).

Project: Transformation of an IT business unit (Security Services) into a service-oriented organization.

• Supporting analysis, design, and implementation of IT Service Management (including outsourcing, external suppliers).
• Designing roles, responsibilities, and required interface definitions for processes/tools (JIRA, SharePoint, Confluence, ServiceNow, etc.).
• Building governance, service catalog, KPI reporting (services, portfolio/catalog, service processes including service desk, requirement management, SDLC training, etc.).
• Managing/supporting the project organization.
• Coordinating and aligning with business units, stakeholders, architecture, security, IAM, PAM.

Project: Support in the test environment project to provide test environments and anonymized production/test data (tool-supported) on time.

• Coordinating and aligning 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.
• Requirements analysis, coordination, moderation, documentation, as well as coaching and decision preparation.
• Coordination and alignment with business units / stakeholders / architecture / security / IAM / PAM.

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

Project: Re-integration of an outsourcing division.

Project: Swisscom IT Service Contracts (SSC) for Swisscom IT Services AG.

• Engagement Manager / Project Manager.
• Support for compliance management, SAP/CRM configuration and special projects.

• Program / project management, management / methods coach.
• Service management, interim management.
• Business and IT process management, compliance, strategy, HR, organization.