Kai V.
IT Service Management Consultant - ITIL Master
Experience
Mar 2025 - Present
8 monthsHamburg, Germany
Process Manager in Operational Change Management
Jungheinrich AG
- Introduction of a central change process
- Technical support for the operational implementation of changes (ITIL technical change management)
- Collaboration in and technical implementation of digital processes
- System environment: ITIL, Windows, MS Office, Jira, Confluence, USU Service Management
Aug 2024 - May 2025
10 monthsDüsseldorf, Germany
Change Management Consultant ITIL
Rheinmetall IT Solutions GmbH
- Leading implementation & execution of the ITIL change management process
- Preparing, convening and moderating the change advisory board
- Creating reports to monitor KPIs and analyze results for process quality assurance
- Deriving measures to optimize quality and tracking results
- Identifying improvements to the change management process in coordination with other internal processes
- Further development of the change management process and increasing quality within the organization
- Supporting and assisting internal and external audits (audits and certifications, e.g.: ISO270001)
- System environment: ITIL, Windows, MS Office, ServiceNow
Mar 2024 - Jul 2024
5 monthsHerzogenrath, Germany
IT Service Manager
AIXTRON SE
- Service management and coordination
- Incident and problem management
- Change and release management
- Advising on service level agreements (SLAs)
- System environment: ITIL, Windows, MS Office, KIX
Sep 2022 - Jan 2024
1 year 5 monthsBerlin, Germany
ITSM Expert
DRV Bund
- Evaluation of existing processes in 2nd and 3rd level support
- Modeling ITSM service processes for 2nd and 3rd level support based on BMC Helix
- System environment: ITIL, Windows, MS Office, ADONIS, BMC Helix ITSM
May 2022 - Apr 2024
2 yearsIT Change Management
ALDI Nord
- Change management
- Analysis of the current change management process
- Further development of the change management process
- Planning and preparation of meetings
- Managing changes in the service management system
- Point of contact for change management process
- Ensuring managers' planning
- System environment: ITIL, Windows, MS Office, Jira Service Desk
Mar 2022 - Jun 2022
4 monthsOttobrunn, Germany
IT Service Management Expert
Airbus SE
- Design and continuously improve IT service processes (ITIL)
- Help shape and work on operational application management (non-SAP IT applications)
- System environment: ITIL, Windows, MS Office, Remedy, Confluence, Splunk Enterprise
Nov 2020 - Dec 2021
1 year 2 monthsMonheim am Rhein, Germany
Regional Infrastructure Service Lead EMEA
Elanco Animal Health
- Infrastructure strategy
- Service infrastructure architecture
- Identifying value creation and cost-saving opportunities
- IT infrastructure processes across regional sites
- Trend analysis of infrastructure service outages
- Service level management
- Participating in project planning
- Point of contact for regional sites on infrastructure initiatives
- Supporting regulatory requirements
- System environment: ITIL, Windows, MS Office, ServiceNow
Aug 2020 - Oct 2020
3 monthsParental leave
Apr 2018 - Jul 2020
2 years 4 monthsEschborn, Germany
Interim Change Manager
Techem Energy Services GmbH
- Executing the change management process
- Convening, preparing, and leading the Change Advisory Board
- Managing, controlling, and monitoring the processing of RFCs
- Process interfaces with departments / service providers (tactical / strategic)
- Operational development of the change management process, defining KPIs, monitoring SLAs
- Planning upcoming platform releases (scope, content, timing, roles, etc.)
- Supporting the platform release management process
- System environment: ITIL, Windows, MS Office, ServiceNow
Sep 2017 - Feb 2018
6 monthsDüsseldorf, Germany
Change management support in a transition project
T-Systems International GmbH
- Reviewing RFCs (Requests for Change) for completeness and quality
- Preparing the CAB meeting agenda and gathering all necessary information for CAB participants
- Analyzing and prioritizing RFCs
- Providing change notifications to the change initiator and other affected parties
- Monitoring the successful completion of all RFCs, including the development phases of change planning, change build, testing, and implementation, and ensuring these subprocesses follow the change schedule
- Reviewing and improving the change process
- System environment: ITIL, Windows, MS Office, MS SharePoint
Jun 2017 - Jul 2017
2 monthsFrankfurt, Germany
Change Management Support - IT Operations Management Sales Platform
DB-Vertrieb GmbH
- Redesigned the local change and deployment management process
- Designed and led change management workshops
- Created management presentations
- System environment: ITIL, Windows, MS Office, HP Service Manager
Dec 2016 - Mar 2019
2 years 4 monthsDortmund, Germany
Process Manager - Change Management
Amprion GmbH
- Coordinated changes from initiation to completion
- Assessed the business impact of changes on the IT infrastructure and defined measures to minimize their effect on IT operations (risk analysis)
- Involved and managed internal and external teams involved in implementing changes
- Ensured coordinated and timely processing of scheduled changes
- Assessed dependencies between individual changes and created schedules for change execution in collaboration with affected departments
- Supported communication of changes to potentially affected user groups
- Oversaw the execution of changes
- Prepared approval documents for changes to be approved by the service manager
- Improved change management processes, defined KPIs, monitored SLAs, and created templates within the change process
- Developed optimization suggestions for IT service providers and reviewed implementation of approved changes in the change process
- System environment: ITIL, Windows, MS Office, HP Service Manager
Mar 2016 - Oct 2016
8 monthsSankt Leon-Rot, Germany
Process Analyst ITIL - Global Network Services
SAP SE
- Analyzed existing core processes (Service Request, Incident, Problem, Change) for internal & cloud network services
- Reviewed process documents of service providers
- Optimized process handling (internal & cloud)
- System environment: ITIL, Windows, MS Office, ITSM Tools (ITdirect, SPC, ALC, Jira)
Jan 2015 - Dec 2015
1 yearPaderborn, Germany
Process Manager - Incident Management
Wincor Nixdorf Global IT Operations GmbH
- Designed operational processes
- Optimized processes
- Managed subcontractors
- Ensured compliance with agreed process SLAs
- KPI reporting
- Documentation (created/revised process descriptions, work instructions, workshop presentations)
- Conducted training workshops
- System environment: ITIL, Windows, Axios Systems Assyst, USU Knowledge Center, MS Office
Nov 2014 - Dec 2014
2 monthsWolfsburg, Germany
Change Management Integrator - CarNet
Volkswagen AG
- Held responsibility for meeting defined process goals and managing process-specific quality risks
- Held responsibility for monitoring the status of change handling and supporting solutions and processing
- Improved effectiveness
- Generated reports
- Authorized and prioritized RFCs in collaboration with the IT service partner
- Approved deployments for RFCs
- Led the Change Management Review Board
- System environment: ITIL, Windows, HP Service Manager, MS Office
May 2013 - Jul 2014
1 year 3 monthsPaderborn, Germany
Process Manager - Incident Management
Wincor Nixdorf Global IT Operations GmbH
- Operational process design
- Process optimization
- Management of subcontractors
- Ensuring compliance with agreed process SLAs
- KPI reporting
- Documentation (create/update process descriptions, work instructions, workshop presentations)
- Conducting training workshops
- System environment: ITIL, Windows, Axios Systems Assyst, USU Knowledge Center, MS Office
Summary
- ITIL Service Management - process design, process implementation, process improvement (Incident, Problem and Change Management, Service Request Fulfillment)
- Unix/Linux Administration
- Application Support
Languages
German
NativeEnglish
AdvancedEducation
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Dipl. Eng. (FH) · Technical Computer Scientist
Certifications & licenses
ITIL4 Leader: Digital & IT Strategy
ITIL4 Master
ITIL4 Practice Manager
ITIL4 Managing Professional
ITIL4 Foundation
PRINCE2 Registered Practitioner
EBC*L Level A
ITIL Expert in IT-Service Management
ITIL Manager's Certificate in IT Service Management
ITIL Foundation
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