Markus Marschollek - Project Manager / Senior Consultant (multiple projects)

Recommended expert

Frankfurt am Main, Germany

Experience

Feb 2022 - Jul 2024

2 years 6 months

Project Manager / Senior Consultant (multiple projects)

gkv informatik

Project manager overseeing the transition to ISO 27001:2022 (certification from ISO 27002:2013 to ISO 27002:2022) including gap analysis, project planning, preparation of internal and external audits, and creation and maintenance of required documentation.
Coordinating the adjustment of existing controls and implementation of new controls according to the requirements of the new standard, as well as continuously monitoring and updating the measures.
Regular reporting to management on progress and risks.
As senior consultant, supporting audit reviews focused on critical infrastructures (KRITIS), including resolving findings, creating or updating evidence documents, and supplementing provider contracts.
As senior consultant, reviewing all deliverables and responsibilities of the IT provider according to the existing contract: identification of over 1,500 deliverables and obligations (D&O), development of a D&O tracker (claim register), and joint expert review with service owners for various service statements (e.g., IT Service Management, workplace and print services, application and desktop services, endpoint management, email including archiving, file services, software packaging, certification, and distribution).
As senior consultant, adjusting service scopes in existing service statements to enable end-to-end service responsibility of the provider, including identification and analysis of use cases, process analysis and optimization (incident, problem, change), as well as capturing and documenting all software products in LeanIX and documenting the contract change.
Focused services: managed software service, application and desktop service, workplace and print services, web server service, container service, M365, SAP/Oscare, output management systems (OMS), telephony and omnichannel management service.
As project manager, overseeing a benchmark based on the existing IT contract, including coordination of the entire benchmarking process between the benchmarker, IT provider, and client, reviewing benchmark results, and preparing and conducting price negotiations with the IT provider.

Aug 2020 - Dec 2021

1 year 5 months

Senior Consultant

MEAG Munich Ergo Assetmanagement GmbH / Munich Re AG

Developing a new IT outsourcing contract framework after section 44 examination of the KWG, considering KaMaRisk, KAIT, VAIT, and DORA.
Closely involving business, compliance, and legal departments in gathering requirements and defining IT services.
Setting up an outsourcing and information register and collecting missing information from third-party service providers.
Creating a requirements specification for implementing regulatory requirements in ServiceNow and supporting the implementation in the ITSM tool.
Preparing contract annexes, including IT governance, service agreements (service statements e.g., SAP, managed desktop service including workplace printing), IT service management (service desk, incident, problem, change/enablement, information security, application development), cloud services, service level matrix/KPI, reporting, glossary/definitions, locations.
Assisting in developing IT guidelines (e.g., incident management, change management/enablement, provider management handbook).

Jun 2019 - Jun 2020

1 year 1 month

Senior Consultant / Project Manager

ITSG GmbH

Building an operations organization for the AOK ePA (electronic patient record) and the "AOK Mein Leben" app based on ITIL v4 and in compliance with gematik guidelines.
Creating an operational concept according to ITIL v4 and implementing it after customer approval.
Reviewing contracts and creating a deliverables and obligations list.
Developing and implementing 18 ITIL v4 practices/processes within the organization.
Designing and implementing governance (roles, committee structure, tasks, and responsibilities).
Evaluating an ITSM tool and creating the technical concept (requirements specification) for implementing Matrix42 as the ITSM tool.

Aug 2018 - Feb 2019

7 months

Senior Consultant

Deutsche Vermögensberatung AG

Setting up and optimizing IT multi-provider management and related organizational units.
Implementing processes in provider management, IT procurement, and IT contract management as part of a strategic realignment with extensive outsourcing of IT services.
Supporting stakeholders in the paradigm shift and integration into new roles, documenting processes in Atlassian Confluence.
Drafting specific IT service contracts after completion of the RFI/RFP phase.
Advising on compliance with regulations of the Austrian Financial Market Authority (FMA) and adjusting contract documents.
Preparing contract documents such as framework agreements, statements of work (SoW), pricing sheets, service level agreements, service level governance, and other appendices/attachments.

Mar 2018 - Aug 2018

6 months

Senior Consultant

Fujitsu Technology Solutions GmbH / LANXESS Deutschland GmbH

Designing and implementing reports according to contractually defined KPIs during the transition of an outsourcing project.
Analyzing and interpreting English-language contractual requirements, clarifying contract gaps with the client, and deriving recommendations.
Creating and implementing about 160 contract-required reports, partly as manual reports in the future mode of operation (FMO).
Advising stakeholders on reporting design and serving as the interface between business units and the project team.
Implementing reports for availability management, capacity management, change management, incident management, problem management, request fulfillment management, and service level management.

Jul 2017 - Mar 2018

9 months

Senior Consultant

Commerz Systems GmbH / Tata Consultancy Services Deutschland GmbH

Setting up and establishing a multi-provider management within Commerz Systems as part of outsourcing application development, operation and maintenance.
Defining processes and interfaces between Commerz Systems and the provider while meeting regulatory requirements under MaRisk § 25a KWG.
Developing a risk management framework for the outsourced services.
Monitoring and managing the outsourcing transition in terms of processes and tools.
Reviewing contracts and implementing contract changes.
Creating process documents (e.g. process and governance manual), work instructions and training materials (use cases).
Acting as the interface to business units and stakeholders.

Nov 2016 - Jul 2017

9 months

Senior Consultant

Infosys Consulting / Volkswagen AG

Supporting the transition of 120 business applications (AMS BI) and the VW Group service desk from a previous provider to Infosys.
Specifying and implementing contractual requirements in detail according to the ITIL framework.
Developing a Future Mode of Operation (FMO) and integrating it into the current operating model (CMO) based on the client's global guidelines.
Creating ITIL process documents for Problem Management, Change Management and IT Service Continuity Management (ITSCM).
Preparing work instructions and training materials, and conducting training for internal staff and subcontractors.
Acting as the interface to the business unit and creating a subproject plan.

Aug 2016 - Nov 2016

4 months

Senior Consultant / Project Manager

ODDO BHF-Bank AG

Developing audit-proof operations manuals and other IT service documentation for infrastructure managed by two IT service providers.
Consolidating relevant infrastructure information, resolving audit findings, and implementing an operations manual according to MaRisk.
Preparing an operations manual, administration and configuration manuals, and FAQs.
Conducting interviews with stakeholders and IT support, including a critical analysis of existing processes.
Leading a printer rollout project at multiple locations from requirements analysis through implementation to go-live.
Applying the PRINCE2 methodology for structured project management, with optional use of agile approaches to address changing requirements.
Identifying and assessing risks early to ensure a stable go-live.

Nov 2015 - Aug 2016

10 months

Senior Consultant

Operational Services GmbH & Co. / ODDO BHF-Bank AG

Advising the provider Operational Services on second-generation outsourcing of desktop and print services during the bid, due diligence and transition phases.
Defining ITIL lifecycle processes and interfaces between the bank and the provider, taking into account legal regulations and internal control systems (IKS) under § 25a KWG.
Advising on integrating bank-specific processes into IT service management and provider governance, and harmonizing existing ITIL v3 processes with MaRisk requirements.
Analyzing, developing, coordinating, and documenting process flows for cloud usage according to ISO 27001.
Participating in due diligence reviews and expert workshops with the bank client.
Taking on subprojects related to ITSM transition, tool interfaces and process workflows.
Supporting claim and risk management as well as contract document reviews.
Advising on performing risk analyses to meet MaRisk requirements (AT 7, AT 9).
Evaluating and technically/process-wise integrating an ITSM tool between provider and customer.
Implementing manuals according to MaRisk (AT 5, AT 6) and creating/reviewing work instructions for escalation processes including IT service provider governance.

Oct 2014 - Oct 2015

1 year 1 month

Senior Consultant / Project Manager

GLS IT

Implementing an ITIL framework and an ITSM tool (Novell Service Desk) as part of an international Windows 7 client rollout and migration to Novell eDirectory and ZENworks.
Designing processes according to ITIL v3 for Incident, Problem and Change Management as well as for the Win7 rollout.
Setting up a rollout IT support unit and creating a process manual.
Monitoring and managing incidents during the rollout and handling escalations.
Leading the international migration of a complex cross-share-location structure, including detailed planning and site coordination.
Designing and finalizing the configuration of Novell Service Desk (ticketing system) and attending training sessions.
Organizing international workshops and preparing management presentations.

Jun 2014 - Aug 2014

3 months

Senior Consultant

Fujitsu TDS / Commerzbank AG

Creation of audit-proof process manuals according to MaRisk as part of the SAP services transition.
Definition and documentation of ITIL lifecycle processes and interfaces between Commerzbank and the new service provider, taking regulatory requirements into account.
Documentation of 21 ITIL processes from Service Strategy, Service Design, Service Transition, and Service Operation (e.g. Demand Management, Service Level Management, Availability Management, ITSCM, Change, Asset & Configuration, Knowledge, Incident Management).
Ensuring compliance with legal regulations according to Section 25a KWG and implementing internal control systems (ICS).

Jun 2013 - Dec 2014

1 year 7 months

Senior Consultant / Project Manager

ODDO BHF-Bank AG

Support for first-generation outsourcing and establishing effective provider management.
Consulting, definition, and implementation of ITIL v3 processes (Service Strategy, Service Design, Service Transition, Service Operation) to manage the service provider.
Ensuring IT service delivery by the provider and evaluating/building a governance structure.
Creation of an IT service provider governance and organizational manual and process evaluation of the providers.
Preparation of service specifications for a new core banking system (Avaloq).
Implementation of internal control systems (ICS) according to MaRisk.
Conducting a Business Impact Analysis (BIA) and Business Continuity Planning (BCP) as part of BCM.
Creation of presentations for management and committees.
Project management for the migration of the document management system from TOPAS to Beta UX and for server decommissioning in the data center.
Creation and maintenance of the project plan, approval of milestones, and coordination of sub-project managers.
Implementation according to MaRisk regulations, gathering business requirements, and creating decision templates for the steering committee.
Status reporting to the steering committee and facilitating escalation management during the migration.

Mar 2013 - May 2013

3 months

Senior Consultant

Bank-Verlag GmbH

Optimization of the escalation process according to ITIL v3 and development of an escalation tool.
Conducting a gap analysis and evaluation of the service desk.
Development of an HTML-based escalation tool using MS Excel 2010.
Creation of a technical operations manual and a user manual/documentation.
Review of existing work instructions for the escalation process.
Weekly status reports to the client.
Collaboration with the business unit and IT, and coordination of work packages.

Jan 2013 - Mar 2013

3 months

Senior Consultant

Audi AG

Capturing and defining IT services as part of an RFP for outsourcing IT services.
Creation of detailed technical specifications and SLAs (service specifications) as well as documentation of the relevant processes.
Closing documentation gaps through interviews with existing service providers and stakeholders to create legally sound service descriptions.
Creation of service specifications, service elements, service modules, and a technical operations manual.

Apr 2012 - Dec 2012

9 months

Project Manager

Siemens Financial Services GmbH

Setting up a local service desk according to ITIL v3 with the goal of later integrating into a global service desk.
Harmonization and standardization of distributed IT management processes across multiple existing ITSM tools.
Preparing ITSM processes for the introduction of ServiceNow as a central ITSM platform.
Creation of the project concept, project plan, and conducting an as-is analysis.
Acting as the interface to the business unit (Treasury) and conducting a gap analysis for request management processes.
Creation of migration, test concepts, and test protocols.
Definition and documentation of request management processes (Incident, Change Request/Emergency Change, Maintenance Task/Standard Change, Problem, Service Request).
Customizing and implementing ITIL lifecycle processes in ServiceNow and documenting process management.
Definition and creation of SLA/OLA templates.
Planning workspace setup and staff management, including meeting planning and facilitation.
Setting up incident management and designing an escalation management process.
Customizing ServiceNow (requirements management) and migrating records from four different ITSM tools.
Evaluating ServiceNow (Cloud/SaaS) and creating a monthly management report template.

Nov 2011 - Apr 2012

6 months

Operation Manager

Bank-Verlag GmbH

Integrated and further developed a service desk team (8 staff) into a high-performance support unit.
Adjusted and optimized the ITSM tool Assyst to the company infrastructure after a migration.
Reviewed and optimized existing services and built structured documentation processes.
Trained staff on systematic documentation creation and optimized daily workflows.
Carried out an as-is analysis and conducted staff interviews.
Improved processes, managed escalations, and handled SLAs and OLAs.
Handled 1st- and 2nd-level support requests, especially eBanking, clearing, credit card blocks, ATM activation/deactivation, and password resets.
Adapted services to the growing needs of the company and customers.

Jun 2011 - Nov 2011

6 months

Sub-project Manager Release and Deployment

Computacenter AG & Co. oHG / Union Investment

Planned, executed, and monitored software and hardware deployments (Windows XP to Windows 7, Office 2003/2007 to 2010) for over 4,500 clients.
Created and implemented the necessary processes for the deployment unit.
Coordinated the deployment team and communicated with other project levels and service providers at different locations.
Monitored the deployment process, analyzed errors, and performed troubleshooting.
Developed and managed the release and deployment process, and aligned with departments for deployment, rollout, and staging.
Provided daily reporting to project management, tracked deadlines, and managed escalations.
Prepared and maintained relevant documentation and developed solutions with cross-departmental teams.
Used Altiris for monitoring, deployment control, and incident handling.

Jul 2010 - May 2011

11 months

Service Desk Lead

Commerzbank AG / Dresdner Bank

Managed and coordinated the service desk with seven staff as part of a bank migration project according to MaRisk.
Developed and optimized processes and workflows for the service desk and cross-departmental units.
Designed and implemented authorization concepts.
Handled incident and escalation management.
Planned resources, onboarded new employees, and organized meetings.
Provided 1st- and 2nd-level support as well as field service via HP Service Desk (support for clients, printers, user accounts, and access rights to test environments).
Coordinated collaboration with business units during the merger of Commerzbank and Dresdner Bank.
Provided daily reporting to project management and implemented ITIL v3 practices.

Jul 2009 - May 2010

11 months

Application Manager HP Service Desk and Applications

PostFinance

Administered the ITSM tool HP Service Desk 4.5 (created workgroups, quick tickets, user accounts, and maintained service levels).
Analyzed error messages, managed ticket processes, and collaborated with service and incident management.
Monitored internal applications with tools like Midas and HP OpenView and coordinated ticket forwarding during incidents.
Maintained CMDB entries and internal wiki documentation after changes.
Performed process analysis and optimization according to ITIL v3 together with service management.
Managed and optimized application alerting processes.
Supported developers with application support.
Administered HP Quality Center, including user and rights management.

Jan 2009 - Jul 2009

7 months

IT Service Management Assistant / 1st- and 2nd-Level and Field Service Supporter

DHL Express Germany GmbH

Designed and carried out a project to reduce LAN connects during the implementation of Altiris software distribution.
Fully managed the project from software analysis (current vs. target state, license verification) to coordination of the hardware rollout.
Handed over new hardware to around 80 users, including setup guidance and support at 1st/2nd level and field service.
Supported the IBM TS2900 tape autoloader backup system.
Managed and assigned software via Altiris and handled incidents and requests in HP Service Desk 4.5.
Handled user management in Active Directory and user administration in SAP (passwords, roles, printer assignments, user types).

Jan 2009 - Jul 2009

7 months

Team Leader User Helpdesk / Project Manager Client Rollout

Vodafone GmbH

Project management and quality control during the rollout of 250 clients.
Leading a user helpdesk for about 800 users including 1st/2nd level support and field service.
Managing and supporting the server environment (software and hardware).
Managing and assigning software using Spider.
User management through Active Directory and NetIQ.
Handling incident and request tickets with Remedy User 7.0.

Aug 2006 - Sep 2007

1 year 2 months

User Helpdesk Supporter 1st/2nd Level and Field Service

AOK Systems GmbH

Supporting about 250 users in 1st/2nd level support and field service.
User management through Active Directory.
Installing and configuring VPN connections including user training.
Assigning software via LiveState Delivery 6.0 Command Center.
Providing on-site and remote support via pcAnywhere.
Updating the patch panel documentation.
Supporting software developers in Poland.

Aug 2006 - Sep 2007

1 year 2 months

Coordinator User Helpdesk 1st and 2nd Level Support

Messe Frankfurt GmbH

Coordinating and supporting about 1000 users in the helpdesk.
Assigning software and remote maintenance via Empirum PRO.
User management through Active Directory.
Managing SAP user profiles (passwords, main roles, printer assignments, user types).
Creating and processing tickets in the helpLINE system.

Jan 2005 - Jan 2006

1 year 1 month

User Helpdesk Supporter 1st/2nd Level and Field Service

Rolls Royce AG / Clariant AG / Deutsche Bank Bauspar AG

Supporting about 2500 users on-site at multiple locations.
Maintaining print and copy systems.
User management through Active Directory.
Installing VPN connections and training users.
Working according to ITIL standards in support.
Assigning software via Columbus and providing on-site support or through PC Duo.
Rollout and quality assurance during the migration from Windows 2000 to Windows XP (about 1500 clients).
Creating tickets with the TT system.
Planning and coordinating workspace relocations.

Aug 2004 - Present

21 years 6 months

Freelancer IT Consultant

Freelancer IT Consulting

Working independently as an IT consultant focusing on transformation, outsourcing of services, provider management, and IT service management.
Carrying out numerous consulting and implementation projects in finance and insurance, the healthcare sector (health insurance), and industry.
Applying best practices, PRINCE2, and ITIL (certified) in project management and process design.
Specializing in implementing regulatory requirements according to MaRisk, BAIT, KAIT, VAIT, and DORA.
Building governance structures, ITSM processes, and provider management, including contract design, SLAs, and reporting.

Jan 2003 - Jan 2005

2 years 1 month

User Helpdesk Supporter 1st/2nd Level and Field Service

Techniker Krankenkasse / Dell / Deutsche Bahn AG / Debitel AG

Implementation of rollouts for around 2000 clients, including hardware replacement and software installation via NetInstaller.
Field service for Dell clients, notebooks, and printers, including hardware replacement and software installation.
On-site project management and coordination at Debitel, including hardware and software installation.
Support for clients in the statutory health insurance, banking/finance, and telecommunications sectors.

Mar 2001 - Dec 2003

2 years 10 months

System Technician

Computacenter AG & Co. oHG

May 1996 - Feb 2001

4 years 10 months

Service Technician for Copier and Printing Systems

Triumph-Adler AG

Mar 1995 - Apr 1996

1 year 2 months

Audio Technician

Agentur Unkelbach & Partner GmbH

Jun 1994 - Feb 1995

9 months

Energy Plant Electrician in the Planning Office

Siemens AG

Summary

My portfolio includes the successful delivery of consulting projects in the areas of transformation, service outsourcing, provider management, and IT service management across various industries. These include in particular the financial and insurance sector, the healthcare sector (mainly health insurance funds), and the industrial sector. In the financial/insurance sector, my expertise lies in implementing regulatory requirements according to MaRisk, BAIT, KAIT, VAIT, and DORA. I have specifically expanded this expertise through further training at the Frankfurt School of Finance & Management.

Thanks to my in-depth knowledge from over 20 years of experience in various projects, I can analyze complex situations and provide effective solutions for clients. I apply proven methods such as best practices, PRINCE2, and ITIL (certified).

I have extensive practical experience in team leadership. Teamwork, resilience, and reliability round off my profile.

Skills

Service Outsourcing / Transitions

Creating Contract Documents: Slas (Service Statements, Service Modules, Service Elements)
Implementing Regulations According To Marisk In The Financial And Insurance Sector
Implementing Gematik Guidelines In Healthcare (Health Insurance Funds)
Implementing Effective And Efficient Governance
Creating Documentation Like Operations Or Process Manuals
Implementing And Testing Reports
Training And Supporting Employees In Their New Roles (Paradigm Shift)
Advising Itsm Units On Evaluating Service Delivery

Provider Management

Building And Optimizing Multi-provider Management
Ensuring Service Delivery By External Service Providers According To Defined Contractual Agreements
Setting Up Reporting Systems

It Service Management (Itsm)

Establishing An It Operation Based On Itil
Implementing And Optimizing Itil Processes/practices
Creating Process Manuals
Defining Slas/olas/kpis
Stakeholder Management
Evaluating, Implementing, And Customizing Itsm Tools (Ticketing Systems) E.g., Servicenow, Assyst, Matrix42

Project Management

Creating A Detailed Project Plan
Managing Sub-project Managers Or Units
Managing Dual Projects
Preparing Status Reports, Management Presentations, And Decision Papers
Escalation Management (Conflict Resolution); Also Proactive Conflict Prevention
Facilitating Meetings
Managing Migration Or Implementation Of Itsm Tools (E.g., Servicenow)

Process Management

Modeling Processes Using Bpmn Or Cobit (Itil Processes And Routine Demands)
Detailed Creation Of Process Manuals Including Tasks And Responsibilities
Optimizing Operational Processes (Use Case)
Implementing Legal Regulations Of Bafin For Bait, Kait, Vait, Dora, Marisk, And Kamarisk According To Sections 25a And B Of The Kwg
Identifying, Assessing, Managing, And Monitoring Risks In Operations And/or Processes
Developing An It Outsourcing Contract Framework Considering The Regulations
Designing Internal Control Systems (Ics)
Implementing Regulations Of The Austrian Financial Market Authority (Fma)

Itil V3 And V4 Practical Expert Experience (Certified)

Optimizing Itil V3 Or V4
Implementing And Introducing Itil V3 Or V4 Into The Organization
Creating Process Manuals/practice Guides (E.g., Incident Management, Problem Management, Or Change Management)
Creating Operational Documents (Service Manuals, Process Manuals, Operations Manuals, Etc.)
Advising On And Implementing Itsm Tools (Ticketing Systems) E.g., Servicenow, Assyst, Matrix42

Benchmark