IT Senior Consultant and Project Manager for Transformation, Outsourcing, Provider Management and IT Service Management.

Several projects were realised for this customer. Project a) Project Manager – Management of ISO 27001:2022 Revision

Task: As the project manager for the revision project to certify ISO 27002:2013 to ISO 27002:2022, I was responsible for the comprehensive planning and preparation of the project, including the execution of a GAP analysis. I coordinated the adaptation of existing measures and the implementation of new ones according to the requirements of the new standard. Preparing for internal and external audits was also part of my responsibilities, as well as creating and maintaining the necessary documentation. The progress of the project was made transparent through regular reporting to management and ensured through continuous monitoring and adjustment of measures.

Project b) Senior Consultant – Support of Audit Review with Focus on Critical Infrastructures (KRITIS)

Task: Audit reviews were conducted for the client's clients. The tasks included addressing identified findings or providing corresponding evidence. Documents were adjusted or newly created, and contracts with the provider were supplemented. Additionally, regular reporting to management was carried out.

Project c) Senior Consultant – Review of Deliverables and Responsibilities according to the Existing Contract with the IT Provider

Task: After half of the contract term had elapsed, the client decided to review all services contractually guaranteed by the IT provider. In this context, I identified over 1500 deliverables and responsibilities (D&O = Deliverables & Obligations) in the respective service specifications. These were documented in a D&O tracker (claim register) I created. Subsequently, all deliverables and responsibilities were jointly reviewed with the service owners.

The following service specifications were focused on:

IT Service Management

Workplace Print Service

Application and Desktop Service

Device Management Service

Email including Email Archiving Service

File Service

Software Packaging Service

Software Certification Service

Software Distribution Service

Project d) Senior Consultant – Modification of Service Scopes in the Existing Service Specification

Task: In collaboration with the client's IT provider, new service models were developed based on the FMO service specifications. The main goal was to adjust the service boundaries of the service specification and its services so that the IT provider could take on end-to-end service responsibility. Use cases were identified and subjected to a thorough process analysis, followed by targeted process improvements. Additionally, it was necessary to optimize the relevant IT service management processes, such as incident, problem, and change management. In the further course of the project, all software products were recorded and documented in LeanIX. Upon completion of the work, the new service area was documented in the contract change.

The following services were focused on:

Managed Software Service

Application and Desktop Service

Workplace Print Service

Webserver Service

Container Service

M365

SAP / Oscare Service

Output Management Systems (OMS)

Telephony & Omnichannel Management Service

Project e) Project Manager – Management of a Benchmark

Task: Based on the existing IT contract, the client exercised the right to conduct a benchmark for several service specifications. My role was to oversee the entire benchmarking process between the benchmarker, the IT provider, and the client, review the benchmark results, and conduct price negotiations with the IT provider according to the client's requirements.

Built operations organization for AOK electronic patient records and mobile app:

• Created operations concept according to ITIL v4 and gematik requirements
• Implemented 18 ITIL v4 practices/processes
• Designed governance structure (roles, committees, responsibilities)
• Evaluated and implemented Matrix42 ITSM tool
• Contract review and deliverables tracking
• Operations documentation

Designed and implemented reporting requirements during transition phase of outsourcing project:

• Analyzed English contract requirements
• Clarified contract gaps with client
• Implemented ~160 required reports (some manual in FMO)
• Created reports for availability, capacity, change, incident and problem management processes
• Provided recommendations on contractual requirements
• Acted as stakeholder liaison

Managed transition of 120 business applications and service desk:

• Specified and implemented contract requirements per ITIL
• Developed future operating model integrated with current model
• Created ITIL process documentation
• Created work instructions and training materials
• Conducted training for internal staff and subcontractors
• Managed project planning

Managed second generation desktop/print services outsourcing transition:

• Documented ITIL processes and interfaces between bank and provider
• Ensured regulatory compliance (KWG)
• Integrated banking processes into IT service management
• Analyzed and documented cloud processes per ISO 27001
• Led due diligence and workshops
• Managed risk analysis and compliance
• Evaluated ITSM tool integration

SAP service transition implementation:

• Documented 21 ITIL lifecycle processes
• Defined interfaces between bank and provider
• Ensured regulatory compliance (KWG)
• Implemented internal control systems

Optimization of escalation processes:

• Created Excel-based HTML escalation tool
• Documented technical operations
• Created user documentation
• Analyzed service desk gaps
• Reviewed escalation procedures
• Coordinated with business and IT
• Provided weekly status reports

Built local service desk and implemented ServiceNow:

• Established ITIL processes
• Unified processes across multiple tools
• Defined service levels
• Created project documentation
• Managed stakeholder requirements
• Led process implementation
• Coordinated international team
• Migrated data from legacy systems

Managed deployment for 4500 workstations:

• Led release and deployment processes
• Coordinated teams across locations
• Monitored deployment progress
• Managed stakeholder communication
• Created documentation
• Used Altiris for monitoring
• Handled incident management

Administered HP Service Desk 4.5:

• Managed groups and user accounts
• Monitored service levels
• Analyzed error reports
• Managed ticket processes
• Monitored enterprise apps
• Updated CMDB and wiki
• Optimized ITIL processes
• Provided app support

Led helpdesk and client rollout:

• Managed 250 client deployment
• Supported 800 users
• Managed server infrastructure
• Handled software deployment
• Managed user accounts
• Processed service tickets

Coordinated support for 1000 users:

• Managed software deployment
• Administered user accounts
• Handled SAP user management
• Processed helpdesk tickets

Supported multiple companies:

• Rolled out 2000 clients
• Handled hardware/software installation
• Provided field support
• Managed project coordination

Service technician for copiers and printing systems

Electronics technician in planning office