Dirk R. - Group Lead Workplace Management

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Ratingen, Germany

Experience

Dec 2024 - Mar 2025

4 months

Hamburg, Germany

Group Lead Workplace Management

Jungheinrich AG

Service Owner Mobile Device Management, Print, Client HW
Leading and developing employees
Process analysis and optimization

Mar 2023 - Jan 2024

11 months

Düsseldorf, Germany

IT Operations / Service Management

Grant Thornton AG

Support during the transition to the provider
Quality assurance for the creation of operations manuals by the provider
Operational performance management of the provider

Mar 2021 - Dec 2022

1 year 10 months

Ennepetal, Germany

Service Owner Mobile Device Management, Print, MAC

Dormakaba

Operational performance management of providers
Process analysis and optimization
Design, planning and implementation of operational tasks
Preparation of service documentation
Transition from regional responsibility to global IT
Support in mobile network tender
Managing transition after provider change

Apr 2020 - Feb 2021

11 months

Cologne, Germany

Implementation of Managed Services

WDR

Support for the internal project management
Development of service model
Documenting requirements and methodical creation of service descriptions
Development of SLA definitions
Analyzed, optimized and modeled processes using BPMN 2.0
Conducted workshops with clients and providers to finalize service descriptions

Aug 2016 - May 2018

1 year 10 months

Esslingen, Germany

Consultant

Automation Technology Company

Support for the program manager in coordinating between transition, subprojects and operations
Coaching of service managers
Creation of a guideline for managing the provider
Operational performance management of the provider
Planning, management and control of project activities to build a retained organization
Review of the manuals created by the provider
Requirements analysis for evaluating agreed SLAs
Definition and setting of transition milestones
Analysis of existing IT documents for consolidation and completion in preparation for a transition

May 2016 - Present

9 years 6 months

Consultant

Raske - Consulting

Mar 2015 - Apr 2016

1 year 2 months

Sabbatical

Oct 2012 - Feb 2015

2 years 5 months

Manager Client OS & Devices

Vodafone Group Germany GmbH

Leading a globally distributed team tasked with providing Vodafone Client Management Services for about 70,000 clients on a global level
Responsible for designing, deploying and operating all workplace client services, including hardware certification, operating systems, and standard applications
Worldwide responsibility for workplace client management activities for subsidiaries
Responsible for the end-to-end process of delivering laptops to the Group's employees. This includes a web shop service, managing the Indian order desk, and overseeing the service provider including inventory management
Managing and coordinating external service providers
Ensuring agreed service level agreements are met
Handling escalations, incidents and solutions in the workplace client area
Analyzing weaknesses in support and overall processes of the involved areas
Collaborating with subsidiary contacts, stakeholders, and colleagues to improve services

Apr 2009 - Sep 2012

3 years 6 months

Principal Manager OIT Operational Transformation & Local Operations

Vodafone Group Germany GmbH

Responsible for the operation and service availability of global Office IT services for Vodafone Germany and, from February 2012, Vodafone Netherlands
Phasing out legacy systems of Vodafone Germany Office IT
Main contact for mentioned country units as liaison to global IT
Managing escalations up to CIO level
Overseeing the service provider for local IT services and the helpdesk for user support
Responsible for services for VIPs and ExCo members
Supporting all IT areas in introducing new services for the mentioned country units
Ensuring compliance with service level agreements for the mentioned country units

Apr 2008 - Mar 2009

1 year

Branch Germany N/NW Manager

Vodafone Group Germany GmbH

Supporting 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 Hannover

Aug 2001 - Mar 2008

6 years 8 months

Head of Information Systems Department

Vodafone Group Germany GmbH

Personnel responsibility for up to 10 employees
Operational responsibility for services for around 700 internal customers at the site
Conducting investment planning and budget control
Operating the phone system and the local network as well as 40 heterogeneous server systems
Advising internal customers
Hotline service and on-site support
Nationwide coaching of trainers in the IT areas
Dismantling and rebuilding the local server room

Apr 2000 - Jul 2001

1 year 4 months

Information Systems Consultant

Vodafone Group Germany GmbH

Various projects/updates in the Banyan Vines environment, especially maintaining nationwide operations after support was discontinued
Training of IT management assistants

Feb 1995 - Mar 2000

5 years 2 months

Information Systems Specialist

Vodafone Group Germany GmbH

Administration of 35 servers with around 1,400 clients
Administration of fax server (approx. 2,000 faxes/day)
Training of data processing clerks and IT management assistants

Jul 1991 - Jan 1995

3 years 7 months

Information Systems IT Organizer

Vodafone Group Germany GmbH

Implementation and support of a corporate network (Banyan Vines) for around 500 employees
Project controlling
Developing concepts for data protection and virus prevention
Nationwide rollout and support of D2 center hardware and software
First level support

Apr 1990 - Jun 1991

1 year 3 months

Wülfrath, Germany

Commercial Employee in Organization/IT

Rheinische Kalksteinwerke Wülfrath

Participating in projects for the implementation of SAP components
SAP user support
Development using SAP ABAP as well as dBase

Jan 1989 - Mar 1990

1 year 3 months

Military Service

Jan 1988 - Dec 1988

1 year

Mettmann, Germany

Administrative and IT Clerk

Mannesmann Rohstoffwerke GmbH

Development of a PC-based cost accounting system
Hardware and software support for stand-alone PCs
Consulting / support / training of employees

Summary

Business IT specialist
State-certified business administrator specialized in business informatics
Strong IT background with experience in end-to-end IT operations
Leadership experience as department head with personnel, operational and budget responsibility
Experience in knowledge transfer as a trainer for IT management clerks and coaching employees
Experience in transition/outsourcing projects for IT helpdesk and on-site services
Experience in technical migration and restructuring projects
Rollout of Windows 10 and migration from XP, Windows 7 and Windows 8
Experience in service management, managed services and managing vendors and providers
Six years of voluntary service on the examination board of the IHK Düsseldorf
Experience dealing with organizational and process changes (as a manager and personally)