Marian L. - IT Service Manager specializing in Change Management | FRATCH

en
de

Hamburg, Germany

Experience

Jan 2024 - Sep 2024

9 months

IT Service Manager specializing in Change Management

Salzgitter Digital Solutions GmbH

Reporting and KPI evaluation of service quality
Daily reconciliation of all planned changes
Optimizing the change management process
Exchange with the service center for quality assurance
Escalation management with the client
Asset management, including CMDB maintenance

Nov 2021 - Mar 2025

3 years 5 months

Incident Manager

Rolls-Royce Power Systems AG

Automating processes in Microsoft System Center Service Manager
Supporting and optimizing the incident management processes
Creating reporting for incident management
Implementing the major incident management process
Proactive escalation to relevant teams in critical incidents
Reviewing incidents
Tracking KPIs
Reducing incident turnaround times

Apr 2021 - Oct 2021

7 months

Service Delivery Manager

SELECTA AG

Supporting improvements and enhancements in ServiceNow
Automating processes in ServiceNow
Assisting with the transition to a new provider
Monitoring, adjusting, and further developing operational processes
Ensuring high-quality service delivery from providers
Aligning KPIs and SLAs and implementing them in the ITSM platform (reports, dashboards, performance analyses)
Proposing and coordinating improvement measures
Further developing the service catalog
Adjusting approval processes
Introducing customer surveys

Apr 2019 - Jul 2020

1 year 4 months

Vienna, Austria

Incident Manager

UNIQA

Supporting and continuously improving incident management processes in ServiceNow
Analyzing and reporting to management on incident process metrics
Creating reports and dashboards in ServiceNow
Leading task forces for priority 1 incidents and coordinating service restoration
Analyzing the most common incidents as a basis for further developing problem management
Designing and enhancing incident management reports in ServiceNow to measure performance indicators (KPIs)
Responsible for consistent content approval of entries in the knowledge base

Mar 2018 - Sep 2018

7 months

Request Management Stabilization

Tchibo GmbH

Optimizing and evaluating request fulfillment
Managing IT providers
Stabilizing the service portal
Setting up the ITSM area in SharePoint
Coaching service managers and providers in HP ServiceManager 9 and the service portal
Further developing products and processes in the service portal
Coordinating task forces
Creating guides in SharePoint

Mar 2017 - Mar 2018

1 year 1 month

Service Delivery Manager

Deutsche Leasing AG

Optimizing service management in incident, problem, and change management
Analyzing and reporting key 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 developing incident management reports
Conducting customer satisfaction surveys
Point of contact for escalations and organizing de-escalation measures

May 2016 - Jan 2017

9 months

Berlin, Germany

Workplace/Client Support

DRV Bund

Supporting the client concept
Adjusting GPOs with AGPM
Writing scripts with PowerShell
Maintaining user profiles
Diagnosing errors and performance issues, 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 month

Rollout Coordinator

Tchibo GmbH

Planning rollouts in coordination with the relevant departments
Scheduling and coordinating with the business units
Assisting with hardware and software clearing
Creating analyses and statistics from customer systems
Monitoring and reporting on the current rollout progress
Setting up and administering Skype for Business users
Mobile device support (Sophos Mobile Control)
Responsible for 2nd and 3rd level support
Troubleshooting and tracking incidents and requests
Supporting desktop and print environments
Point of contact for escalations and organizing de-escalation measures

Jan 2014 - Aug 2014

8 months

IT Support Trainer

AstraZeneca

Introducing ServiceNow
Creating templates
Coaching the IT team in 1st, 2nd, and 3rd level support
Supporting transition management
Assisting with rollout coordination during the Windows 7 migration
Coordinating the rollout of iOS devices
Creating analyses and statistics
Training soft and technical skills
Building the knowledge base

Summary

Service Delivery Manager
Incident Manager
Rollout Coordinator
Consultant
Trainer

Skills

Itil
Servicenow
Service Management
Reporting
Coordination
Analysis
Support
Public Authorities
Banks
Insurance
Telecommunications
Pharmaceuticals
Industry
Consumer Goods
Backoffice Servicenow
Microsoft System Center Service Manager
Bmc Remedy Action Request System
Unicenter Servicedesk
Hp Servicemanager

Languages

German

Native

English

Advanced

Education

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Communications Electronics Technician Apprenticeship · Communications Electronics Technician, specializing in Telecommunications Technology

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