Marian L.
IT Service Manager with a focus on Incident Management
Experience
Jan 2024 - Sep 2024
9 monthsIT Service Manager with a focus on Change Management
Salzgitter Digital Solutions GmbH
- Reporting and KPI evaluation for service quality
- Daily alignment of all planned changes
- Optimization of the change management process
- Coordination with the service center for quality assurance
- Escalation management with the customer
- Asset management and CMDB maintenance
Nov 2021 - Mar 2025
3 years 5 monthsIncident Manager
Rolls-Royce Power Systems AG
- Process automation in Microsoft System Center Service Manager
- Support and optimization of incident management processes
- Setup of reporting for incident management
- Implementation of the major incident management process
- Proactive escalation to responsible teams for critical incidents
- Incident review
- KPI tracking
- Reduction of incident turnaround times
Apr 2021 - Oct 2021
7 monthsService Delivery Manager
SELECTA AG
- Support for improvements and enhancements in ServiceNow
- Process automation in ServiceNow
- Assistance in switching to a new provider
- Monitoring, adjusting, and further development of operational processes
- Ensuring quality service delivery by providers
- Alignment of KPIs and SLAs and their implementation in the ITSM platform (reports, dashboards, performance analyses)
- Proposal and implementation of improvement measures
- Further development of the service catalog
- Adaptation of approval processes
- Introduction of customer surveys
Apr 2019 - Jul 2020
1 year 4 monthsVienna, Austria
Incident Manager
UNIQA
- Support and continuous optimization of incident management processes in ServiceNow
- Analysis and reporting to management on incident process metrics
- Creation of reports and dashboards in ServiceNow
- Leading task forces for priority 1 incidents and coordinating service restoration
- Analysis of the most common incidents as a basis for problem management development
- Designing and enhancing incident management reports in ServiceNow for KPI measurement
- Responsibility for consistent content approval of knowledge base entries
Mar 2018 - Sep 2018
7 monthsRequest Management Stabilization
Tchibo GmbH
- Optimization and analysis of request fulfillment
- IT provider management
- Stabilization of the service portal
- Building the ITSM area in SharePoint
- Coaching service managers and providers on HP ServiceManager 9 and the service portal
- Further development of products and processes in the service portal
- Coordination of the task force
- Creation of guides in SharePoint
Mar 2017 - Mar 2018
1 year 1 monthService Delivery Manager
Deutsche Leasing AG
- Optimizing service management in incident, problem, and change management
- Analyzing and reporting metrics for incident processes
- Restoring failed services
- Software clearing for the Windows rollout project
- Managing and reporting IT provider performance
- Optimizing service level agreements (SLAs)
- Creating and improving incident management reports
- Conducting customer satisfaction surveys
- Point of contact for escalations and organizing de-escalation measures
May 2016 - Jan 2017
9 monthsBerlin, Germany
Operations support for workplace/client
DRV Bund
- Supporting the client concept
- Adjusting GPOs using AGPM
- Creating scripts with PowerShell
- User profile maintenance
- Error diagnostics and performance analysis, including remote maintenance
- Troubleshooting the environment in case of errors
- Supporting 2nd and 3rd level support
- Handling incidents and changes using Unicenter Service Desk
- Documenting in Confluence
- Creating the operations manual in SharePoint
Sep 2014 - Sep 2015
1 year 1 monthRollout Coordinator
Tchibo GmbH
- Coordinating rollouts with the involved departments
- Scheduling and coordinating with specialist departments
- Supporting hardware and software clearing
- Creating analyses and statistics from customer systems
- Monitoring and reporting current rollout progress
- Setting up and managing members in Skype for Business
- Mobile device support (Sophos Mobile Control)
- Responsible for 2nd and 3rd level support
- Troubleshooting and tracking incidents and requests
- Supporting desktop and print areas
- Point of contact for escalations and organizing de-escalation measures
Jan 2014 - Aug 2014
8 monthsIT Support Trainer
AstraZeneca
- Implementing ServiceNow
- Creating templates
- Coaching IT in 1st, 2nd, and 3rd level support
- Supporting transition management
- Supporting rollout coordination for the Windows 7 migration
- Coordinating the rollout of iOS devices
- Creating analyses and statistics
- Training soft skills and technical skills
- Building the knowledge base
Summary
Service Delivery Manager
Incident Manager
Rollout Coordinator
Consultant
Trainer
ITIL
ServiceNow
Service Management
Reporting
Coordination
Analysis
Support
Government Agencies
Banks
Insurance Companies
Telecommunications
Pharmaceuticals
Manufacturing
Consumer Goods
Microsoft System Center Service Manager
BMC Remedy Action Request System
Unicenter ServiceDesk
HP ServiceManager
Languages
German
NativeEnglish
AdvancedEducation
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Apprenticeship, Telecommunications Technology · Communications Electronics Technician · Germany
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