Dirk Raske - IT Operations / Service Management

Recommended expert

Ratingen, Germany

Experience

Mar 2023 - Jan 2024

11 months

Düsseldorf, Germany

IT Operations / Service Management

Grant Thornton AG

Support for the transition to the provider
Quality assurance in developing operations manuals
Operational performance management of the provider

Mar 2021 - Dec 2022

1 year 10 months

Ennepetal, Germany

Service Owner for Mobile Device Management, Global Print and Mac

Dormakaba

Operational performance management of providers
Process analysis and optimization
Designing, planning and executing operational tasks
Creating documentation for the services under responsibility
Transition from regional responsibility into global IT
Support for mobile communications tender (tariffs / device lifecycle management / contract management)
Managing the transition after provider change in the mobile communications area

May 2020 - Aug 2020

4 months

Cologne, Germany

Pilot implementation of Managed Services

IT & Broadcast service provider

Support with preparations for the pilot phase
Creating detailed process descriptions
Defining requirements for individual tool and process transitions
Creating and maintaining protocol and reporting templates

Apr 2020 - Feb 2021

11 months

Cologne, Germany

Pilot implementation of Managed Services

Public law institution

Developing governance for Managed Services operations
Establishing service review meetings
Adapting the developed processes to the operational context
Defining the specifications for creating SLA reports
Establishing a service change board
Implementing the documentation of instantiated services
Coaching employees

Jun 2019 - Jan 2020

8 months

Cologne, Germany

Managed Services transformation project

Public law institution

Supporting the internal project management
Developing the service model
Documenting requirements and methodically creating service descriptions
Developing SLA definitions
Analyzing, optimizing, and modeling processes with BPMN 2.0
Conducting workshops with customers and providers to finalize service descriptions

Aug 2016 - May 2018

1 year 10 months

Esslingen, Germany

On-site

Consulting Outsourcing Project for IT Helpdesk and On-Site Services

Automation Technology Company

Supported the program manager in coordinating between transition, subprojects, and operations
Coached the service managers
Created a guideline to manage the provider
Operatively managed the provider's performance and reviewed the services based on SLA reports
Planned, managed, and controlled project activities to build a retained organization
Regularly reviewed operations and process manuals created by the provider
Conducted requirement analysis for evaluating agreed SLAs
Defined and set transition milestones
Analyzed existing IT documents for consolidation and enhancement in preparation for a transition

Oct 2012 - Feb 2015

2 years 5 months

Düsseldorf, Germany

Manager Client OS & Devices

Telecommunications Company

Led a globally distributed team responsible for delivering Vodafone Client Management Services to about 70,000 clients worldwide
Responsible for designing, deploying, and operating all workplace client services including hardware certification, operating system, and standard applications
Globally accountable for workplace client management activities for Vodafone subsidiaries
Responsible for the end-to-end laptop delivery process to group employees, including a web shop service, managing the Indian order desk, and the service provider with warehouse management
Managed and coordinated external service providers
Ensured compliance with agreed service levels, performance metrics, and related reporting
Handled escalations, incident management, and solutions in the workplace client area
Analyzed weaknesses in support and overall processes of the involved areas
Collaborated with contacts at subsidiaries, stakeholders, and colleagues to improve services

Apr 2009 - Sep 2012

3 years 6 months

Düsseldorf, Germany

Principal Manager OIT Operational Transformation & Local Operations

Telecommunications Company

Responsible for the operation and service availability of global office IT services for Vodafone Germany and, from February 2012, Vodafone Netherlands
Migrated legacy systems of Vodafone Germany Office IT and transferred services to global systems
Main contact for the mentioned country units as interface to the global IT organization
Accountable for escalation management up to the CIO level
Managed the service provider for operating local IT services and the user support hotline
Responsible for VIP and ExCo member services for the mentioned country units
Supported all IT areas in introducing new services for the mentioned country units
Ensured compliance with service level agreements for the mentioned country units through regular ticket and performance metric reporting

Apr 2008 - Mar 2009

1 year

Düsseldorf, Germany

Branch Manager

Telecommunications Company

Supported transition and transformation of the customer service desk organization from Germany to Hungary
Responsible for the operation and availability of global office IT services for Vodafone Germany sites in Dortmund and Hanover

Aug 2001 - Apr 2008

6 years 9 months

Dortmund, Germany

Department Head

Telecommunications Company

Operational responsibility for services for about 700 employees at the site
Carried out investment planning and budget control
Managed the site's telephone system
Operated the local network and 40 heterogeneous server systems at the site and branch offices
Advised internal customers
Provided hotline services and on-site support
Coached IT trainers nationwide
Project: dismantling and rebuilding the local server room

Apr 2000 - Jul 2001

1 year 4 months

Ratingen, Germany

Consultant, project management

Telecommunications company

Maintaining nationwide operations in the Banyan Vines environment after support was discontinued by Banyan Vines and the individual hardware components (approx. 12,000 users)
Overall operating concept. This includes setting up and managing a nationwide distributed team, as well as procuring and centrally stocking key spare parts for the hardware used.
Responsible for drafting the requirements specification
Coordination and definition of project goals
Definition and implementation of quality assurance measures
Planning and monitoring of resources and budget
Managing risks and change requests
Project and workflow planning
Training IT management apprentices

Summary

Mr. Raske fully commits to his tasks and the accompanying responsibility. He consistently demonstrates outstanding dedication and enthusiasm. Thanks to his very good ability to grasp new information, he always familiarizes himself with new tasks quickly and successfully.

Mr. Raske has excellent expertise, which he always applies with great success. He continuously updates his knowledge in a targeted way and puts the acquired skills into practice excellently. His above-average capacity to absorb information and his ability to find and implement optimal solutions in the shortest time are particularly noteworthy.

He is extremely reliable, independent and responsible. Because of his prudent and efficient approach, he always delivers excellent results even in exceptional situations. He surpasses both self-set and agreed goals at all times, even under the most difficult circumstances.

His exceptionally goal-oriented and systematic approach, along with his open and cooperative behavior, consistently plays a decisive role in completing projects with great success.

His leadership style fosters an open work atmosphere. He delegates tasks, authority and responsibility appropriately, thus significantly supporting the development of his team. He always inspires his employees and leads them to good performance.

Skills

Project Experience:

Management Of Mobile Device Management / Global Print / Mac Operations
Managed Services Transformation
Transition/outsourcing Of It Helpdesk And On-site Services
Windows 10 Rollout
Migration And Technical Restructuring
Server Room Consolidation
Operations Stabilization

Line Responsibilities:

Leading A Globally Distributed Team In Client Management
Department Management / Operational Responsibility For Services For 700 Employees
System Administration

Methodological Expertise:

Planning And Organizational Skills
Conceptual Skills
Problem-solving Skills
Presentation Skills
Critical Thinking
Information Management
Strategy-oriented Management
Quality Management
Time Management
Analytical Skills
Concept Development
Conflict Management

Communication Skills:

Active Listening
Abstraction Of Complex Relationships

Business Skills:

Willpower / Assertiveness
Change Management Skills
Many Years Of Management Experience In An International Environment
Strategic And Entrepreneurial Thinking And Action
Management Of Virtual Teams
Intercultural Team And Conflict Management
Intuition
Decision-making Skills
Customer Orientation
Goal And Result Orientation

Technical Skills:

Interdisciplinary Holistic It Operations
Managed Services
Transition And Transformation Of Customer Service Desk Organization
Migration And Technical Restructuring Projects
Data Management

Operating Systems:

Windows Client / Server
Mac Os
Linux
Vmware
Banyan Vines

Software:

Microsoft Endpoint Manager (Intune)
Microsoft Active Directory
Microsoft Project
Microsoft Office
Microsoft Exchange
Microsoft Internet Explorer
Symantec Endpoint Protection
Java
Jamf

Programming Environments:

Microsoft Visual Basic
Windows Scripting Host

Databases:

Ms Sql Server

Itsm Tools:

Servicenow
Remedy
Usu

Hardware:

Apple Macbook
Lenovo Business Notebook
Hewlett Packard Server
Fujitsu-siemens Server
Ibm Server
Compaq San Storage
Emc Symmetrix San
Emc Celerra San
Passive Network Components
Active Network Components
Mge Ups

Languages

German

Native

English

Advanced

Education

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Business Informatics

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State-certified business economist, specialization in business informatics

Certifications & licenses

ITIL Foundation

PRINCE2 Agile Practitioner

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Experience

IT Operations / Service Management

Grant Thornton AG

Service Owner for Mobile Device Management, Global Print and Mac

Dormakaba

Pilot implementation of Managed Services

IT & Broadcast service provider

Pilot implementation of Managed Services

Public law institution

Managed Services transformation project

Public law institution

Consulting Outsourcing Project for IT Helpdesk and On-Site Services

Automation Technology Company

Manager Client OS & Devices

Telecommunications Company

Principal Manager OIT Operational Transformation & Local Operations

Telecommunications Company

Branch Manager

Telecommunications Company

Department Head

Telecommunications Company

Consultant, project management

Telecommunications company

Summary

Skills

Languages

Education

Business Informatics

State-certified business economist, specialization in business informatics

Certifications & licenses

ITIL Foundation

PRINCE2 Agile Practitioner

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