Markus Marschollek

Project Manager, Senior Consultant

Frankfurt am Main, Germany

Experience

Feb 2022 - Jul 2024
2 years 6 months
Wuppertal, Germany

Project Manager, Senior Consultant

gkv informatik

Systems: Win 10, Office 365, Microsoft Teams, LeanIX, SharePoint.

  • Project a) Project Manager – Management of the ISO 27001:2022 update

  • As project manager for the update from ISO 27002:2013 to ISO 27002:2022, I oversaw comprehensive planning and preparation, including conducting a GAP analysis.

  • I coordinated adaptation of existing controls and implementation of new ones per the new standard.

  • I prepared internal and external audits and maintained required documentation.

  • Project progress was made transparent through regular management reporting and continuous monitoring and adjustment of measures.

  • Project b) Senior Consultant – Supporting audit reviews focused on critical infrastructures (KRITIS)

  • Audit reviews were conducted for client mandates.

  • Tasks included remediation of identified findings or providing evidence.

  • Documents were adjusted or newly created and provider contracts amended.

  • Regular management reporting was provided.

  • Project c) Senior Consultant – Review of deliverables and responsibilities per existing IT-provider contract

  • At mid-term, the client decided to review all contractually agreed services of the IT provider.

  • I identified over 1,500 deliverables and obligations in the service schedules.

  • These were documented in a D&O tracker (claim register) I developed.

  • With service owners, I jointly reviewed all deliverables and obligations.

  • Key service schedules under review included ITSM, workplace print service, application & desktop service, endpoint management service, email & archiving service, file service, software packaging, certification, and distribution services.

  • Project d) Senior Consultant – Redefining service boundaries in existing service schedule

  • In collaboration with the client’s IT provider, new service models were developed based on FMO service schedules.

  • The main goal was to adjust service boundaries so the IT provider could assume end-to-end service responsibility.

  • We identified use cases, conducted process analysis, and implemented targeted improvements.

  • ITSM processes, such as Incident, Problem, and Change, were optimized.

  • All software products were cataloged and documented in LeanIX.

  • The new service area was recorded in a contract change.

  • Focus services included Managed Software Service, application & desktop, print, web server, container, M365 SAP/Oscare, OMS, and telephony & omnichannel management services.

  • Project e) Project Manager – Managing a benchmark

  • Based on the existing IT contract, the client exercised the right to perform a benchmark for several service schedules.

  • I oversaw the entire benchmark process among the benchmarker, IT provider, and client, reviewed results, and led price negotiations per client requirements.

Aug 2020 - Dec 2021
1 year 5 months

Senior Consultant

MEAG Munich Ergo Assetmanagement GmbH / Munich Re AG

Systems: Win 10, Office 365, ServiceNow, LeanIX, Microsoft Teams.

Following the 44 KWG audit and resulting IT governance restructuring and outsourcing to parent MunichRe, a new IT contract framework was created. Regulatory requirements of KAMaRisk, KAIT, VAIT, and DORA, along with audit findings, were considered. Business, compliance, and legal departments were closely involved in requirements gathering. In parallel, an outsourcing and information register was built and missing data from third-party vendors requested. The biggest challenge was integrating service requirements within the complex parent-subsidiary relationship while meeting legal mandates. Additionally, a specification for implementing regulatory requirements in ServiceNow was drafted and rolled out. Project deliverables included:

  • IT governance contract annex
  • Service agreement annexes (e.g. SAP, Managed Desktop Service including print)
  • ITSM annexes (Service Desk, Incident, Problem, Change/Enablement, InfoSec Management, App Development)
  • Cloud services annex
  • Service level matrix/KPI annex
  • Reporting annex
  • Glossary/definitions annex
  • Location annex

I also supported the development of company IT guidelines (e.g. Incident Management, Change Enablement, Provider Management Handbook).

Jun 2019 - Jun 2020
1 year 1 month
Heusenstamm, Germany

Senior Consultant, Project Manager

ITSG GmbH (IT Service Center of Statutory Health Insurance)

Systems: Win 10, Office 2016, Matrix42, Atlassian JIRA, Confluence.

ITSG was engaged by the AOK Federal Association to build infrastructure for the electronic patient record (ePA) and “AOK Mein Leben” app, and to operate and support both. Phase one involved creating an ITIL v4 operating concept, incorporating mandatory gematik requirements. Phase two executed the approved concept. Further tasks included:

  • Contract review and deliverables & obligations list creation
  • Implementation of gematik guidelines/requirements
  • Operating concept development
  • Implementation of 18 ITIL v4 practices/processes
  • Design and implementation of governance (roles, committees, tasks, responsibilities)
  • ITSM tool evaluation
  • Functional specification (requirements) for Matrix42 implementation
Aug 2018 - Feb 2019
7 months

Senior Consultant

Deutsche Vermögensberatung AG

Systems: Win 10, Office 2016, HelpLine, OTRIS Contract, Confluence.

IT was strategically realigned, outsourcing most services. I implemented processes for provider management, IT procurement, and contract management, and coached stakeholders through the paradigm shift. Documentation was maintained in Confluence. After RPI/PRP phase completion, specific IT service agreements were drafted. As some services were used by the Austrian branch under FMA regulation, I advised on compliance and adjusted contracts accordingly. Tasks included:

  • Drafting contract documents: framework agreement, statements of work, pricing sheets, SLAs, service level governance, annexes/attachments
Mar 2018 - Aug 2018
6 months
Germany

Senior Consultant

Fujitsu Technology Solutions GmbH / LANXESS

Systems: Win 10, Office 2016, AGIL Datawarehouse.

Design and implementation of reporting requirements during the outsourcing transition between LANXESS Germany and Fujitsu. We analyzed English contract requirements, clarified gaps with the client, and provided recommendations. Around 160 reports were contractually required, some manually in FMO. I advised on requirements and liaised with stakeholders. Reports were implemented for:

  • Availability Management
  • Capacity Management
  • Change Management
  • Incident Management
  • Problem Management
  • Request Fulfillment Management
  • Service Level Management
Jul 2017 - Mar 2018
9 months
Eschborn, Germany

Senior Consultant

Commerz Systems GmbH

Systems: Win 10, Office 2016.

During the complex outsourcing of application development, operations, and maintenance, I first established multi-provider management at Commerz Systems, integrating it into the growing company. Simultaneously, services and staff were transferred from Commerzbank to Tata Consultancy Services, whose contractual obligations I monitored during transition.

  • Established multi-provider management organization
  • Documented processes and interfaces between Commerz Systems and providers per MaRisk §25a KWG
  • Built risk management
  • Monitored and managed transition processes and tools
  • Contract review and change management
  • Prepared process and governance manuals
  • Created work instructions and training materials (use cases)
  • Acted as interface to business units and stakeholders
Nov 2016 - Jul 2017
9 months
Wolfsburg, Germany

Senior Consultant

Infosys Consulting / Volkswagen AG

Systems: Win 10, Office 2016.

Infosys took over AMS BI for 120 business applications and the VW Group service desk. During transition, I specified contractual requirements in detail and implemented them per ITIL, developed a future mode of operation (FMO), and integrated it into the current mode (CMO) per client global standards.

  • Created ITIL process documents (Problem Mgmt., Change Mgmt., ITSCM)
  • Developed work instructions and training materials
  • Conducted internal and subcontractor training
  • Served as interface to business units
  • Developed subproject plan
Aug 2016 - Nov 2016
4 months
Frankfurt, Germany

Senior Consultant, Project Manager

ODDO BHF-BANK AG

Systems: Win 10, Office 2016, MS Project.

  • Operations documentation:

  • Created audit-proof operations manuals and IT service documentation.

  • Consolidated relevant information from infrastructure run by two IT providers.

  • Remediated audit findings and implemented the operations manual per MaRisk.

  • Produced operations, administration/configuration manuals, FAQs.

  • Conducted stakeholder and IT support interviews and critical reviews.

  • Printer rollout:

  • Led a printer rollout project across sites from requirements analysis to go-live, using agile where needed.

  • Applied PRINCE2 to identify and mitigate risks for a smooth go-live.

Nov 2015 - Aug 2016
10 months
Frankfurt, Germany

Senior Consultant

Operational Services GmbH & Co / ODDO BHF-BANK AG

Systems: Win 8/Win 10, Office 2016.

In the second-generation outsourcing of desktop and print services at ODDO BHF-BANK, I advised provider Operational Services during tender, due diligence, and transition phases.

  • Documented ITIL lifecycle processes and bank-provider interfaces per §25a KWG and ICS
  • Advised on integrating bank-specific processes into ITSM and provider management, aligning ITIL v3 and MaRisk
  • Analyzed and documented cloud usage processes per ISO 27001
  • Participated in due diligence and workshops
  • Led specific subprojects in ITSM transition, including tool interfaces and workflows
  • Contributed to claim and risk management and contract reviews
  • Advised on risk analyses per MaRisk (AT 7, AT 9)
  • Evaluated and integrated an ITSM tool technically and procedurally
  • Developed and reviewed MaRisk governance manuals and escalation process instructions for provider management
Oct 2014 - Oct 2015
1 year 1 month
Bad Hersfeld, Germany

Senior Consultant, Project Manager

GLS IT

Systems: XP/Win 7, Office 2010, Novell Service Desk, eDirectory, ZENworks.

For the international rollout of Windows 7 clients and migration to Novell technologies, I modeled and implemented ITIL-compliant operational processes, defined new IT roles, and trained staff. As project manager, I led the international cross-share-location migration, coordinating multiple teams. I configured and implemented the Novell Service Desk ticket system.

  • Designed Incident, Problem, and Change Management processes per ITIL v3
  • Designed Win7 rollout processes and established support unit
  • Created process manual, managed rollout issues, escalation management
  • Maintained project plan for cross-share migration
  • Led the migration project
  • Implemented Novell Service Desk end-to-end
  • Conducted international workshops and management presentations
Jun 2014 - Aug 2014
3 months
Frankfurt, Germany

Senior Consultant

Fujitsu TDS / Commerzbank AG

Systems: Win 7, Office 2010, SAP.

During SAP service transition, I defined and documented ITIL lifecycle processes and bank-vendor interfaces under §25a KWG compliance. Twenty-one ITIL processes across Service Strategy, Design, Transition, and Operation were described, e.g. Demand Mgmt., SLM, Availability Mgmt., ITSCM, Change, Asset & Config Mgmt., Knowledge Mgmt., Incident Mgmt. I also implemented internal control systems (ICS).

Jun 2013 - Dec 2015
1 year 7 months
Frankfurt, Germany

Senior Consultant, Project Manager

ODDO BHF-BANK AG

Systems: Win 7, Office 2010, Microsoft Project 2010, Beta UX, TOPAS, Avaloq.

For first-generation outsourcing transition, I supported establishing effective provider management, developing policies, and defining/implementing ITIL processes per best practice. I led migration of the archive & document management system from TOPAS to Beta UX, ensuring seamless data migration and hardware decommissioning.

  • Provider management setup and staff coaching for paradigm shift
  • Defined and introduced ITIL v3 processes across Service Strategy, Design, Transition, Operation
  • Ensured IT service delivery by vendor
  • Built governance and wrote provider management handbook
  • Evaluated processes, prepared service schedules for new Avaloq core banking
  • Implemented ICS per MaRisk
  • Conducted BIA and BCP under BCM
  • Created presentations
  • As project manager for "TOPAS to Beta UX" and "Server decommissioning": developed project plan, milestone approvals, subproject management, MaRisk compliance, requirements gathering, decision templates, status reports, and escalation facilitation.
Mar 2013 - May 2013
3 months
Cologne, Germany

Senior Consultant

Bank-Verlag GmbH

Systems: Win 7, Office 2010, Assyst.

Optimized the escalation process per ITIL v3, building an escalation tool. Performed GAP analysis and service desk evaluation.

  • Developed HTML-based escalation tool using Excel 2010
  • Created technical operations manual and user documentation
  • Conducted GAP analysis and assessments
  • Reviewed escalation process instructions
  • Provided weekly status reports to client
  • Coordinated with business and IT teams
  • Managed work packages
  • Applied ITIL v3
Jan 2013 - Mar 2013
3 months
Ingolstadt, Germany

Senior Consultant

Audi AG

Systems: Win 7, Office 2007.

In my project, I was responsible for detailed service requirement capture in an IT service tender. I defined IT services, drafted technical specifications and SLAs, and documented processes. To address outdated and incomplete documentation, I conducted in-depth interviews with existing providers and stakeholders to craft a legally sound service description. Documents created included service schedules, elements, modules, and a technical operations manual.

Apr 2012 - Dec 2013
9 months
Munich, Germany

Project Manager

Siemens Financial Services GmbH

Systems: Win XP/Win 7, Office 2007, Visio 2007, TTP/ServiceNow.

I led the build of a local ITIL v3 service desk for later global integration. A key challenge was harmonizing ITSM processes across multiple client tools into a standard. We drove the introduction of ServiceNow, preparing processes, defining service levels, and critical parameters for the international team configuring ServiceNow.

  • Developed project concept and plan
  • Conducted as-is analysis and business unit (Treasury) interface
  • Performed GAP analysis for request management
  • Created migration and test concepts/protocols
  • Defined request (Incident, Change/Emergency Change, Maintenance Task, Problem, Service Request) processes
  • Implemented ITIL lifecycle processes in ServiceNow
  • Documented process management
  • Developed SLA/OLA templates
  • Planned workspace setup and led staff
  • Organized and conducted meetings
  • Established incident management and escalation concept
  • Configured and customized ServiceNow
  • Migrated records from four ITSM tools to ServiceNow
  • Evaluated ServiceNow (cloud/SaaS)
  • Created monthly management report template
  • Applied ITIL v3
Nov 2011 - Apr 2012
6 months
Cologne, Germany

Operation Manager

Bank-Verlag GmbH

Systems: Win XP, Office 2007, Visio 2007, Assyst.

As project lead, I integrated and developed a service desk team of eight into an efficient support unit. I tailored Assyst to the infrastructure, optimized existing services, and enhanced documentation processes. I conducted a thorough as-is analysis, led personnel discussions, optimized team workflows, and fine-tuned the ITSM tool. Key elements included ITIL v3 introduction, SLA/OLA management, process optimization, and escalation management. I also handled 1st/2nd level support requests for eBanking, clearing, credit card blocks, ATM unlocks, and password resets, boosting team performance and service quality.

Jun 2011 - Nov 2011
6 months
Frankfurt, Germany

Subproject Manager

ComputaCenter / Union Investment

Systems: Win 7, Office 2010, Visio 2007, Altiris SVS.

I planned, executed, and monitored deployment for over 4,500 clients, developing and implementing processes for the unit. I coordinated the team and liaised with project levels and vendors at multiple sites. Key tasks included monitoring deployment, proactive issue analysis and resolution, overseeing release/deployment processes with business units, daily reports to project management, schedule adherence, escalation management, and maintaining documentation. Altiris supported monitoring, deployment, and incident handling.

Jul 2010 - May 2011
11 months
Frankfurt, Germany

Service Desk Manager

Commerzbank AG/ Dresdner Bank

Systems: Win XP, Office 2010, HP Service Desk, SAM Jupiter.

I led and coordinated a seven-person service desk, developing and optimizing processes across support and cross-functional units at multiple sites. I created and implemented authorization concepts, managed incident and escalation processes, resource planning, onboarding, and meeting facilitation. My team supported 1st/2nd level and field service via HP Service Desk, providing client and printer support, account management for test environments, and coordinated the Commerzbank-Dresdner Bank integration project with daily reporting, escalation handling, solution development, and ITIL v3 practices implementation.

Jul 2009 - May 2010
11 months
Bern, Switzerland

Application Manager

PostFinance

Systems: Vista, Office 2007, HP Service Desk 4.5, HP Quality Center, Midas, HP OVO.

I administered HP Service Desk 4.5, collaborating with service and incident management to manage groups, quick tickets, and accounts. I tracked SL entries, analyzed errors, and managed ticket processes. I monitored in-house applications with Midas and HP OpenView, routed tickets to support units, and updated CMDB and internal wiki after changes. I analyzed and optimized processes per ITIL v3, managed application alerting, supported developers, and administered HP Quality Center, including user account management.

Jan 2009 - Jul 2009
7 months
Darmstadt, Germany

IT Service Management Assistant, 1st/2nd Level & Field Service Supporter

DHL Express Germany GmbH

Systems: Vista, Office 2007, HP Service Desk 4.5, Altiris.

I led a LAN-connect reduction project alongside Altiris software distribution, managing the project from software analysis (as-is/to-be, license review) to timely coordination and user support during hardware rollout. I delivered hardware to 80 users with training and 1st/2nd level and field support. I managed IBM TS2900 tape autoloader backups, software distribution via Altiris, incident/request ticket handling in HP Service Desk 4.5, Active Directory user management, and SAP user administration (passwords, roles, printer mapping, user types).

Jan 2009 - Jul 2009
7 months
Eschborn, Germany

Team Leader User Helpdesk, Client Rollout Project Manager

Vodafone GmbH

Systems: Vista, Office 2007, Spider, Active Directory, NetIQ.

I managed and quality-controlled the rollout of 250 clients, oversaw a helpdesk for 800 users, and supported the server environment (software/hardware). I managed software distribution via Spider, user management via Active Directory and NetIQ, and handled incidents/requests in Remedy User Version 7.0.

Aug 2006 - Sep 2007
1 year 2 months
Frankfurt, Germany

User Helpdesk Supporter

AOK Systems GmbH

As a user helpdesk supporter for 1st/2nd level and field service, I supported around 250 users. Responsibilities included Active Directory user management, VPN installation and user instruction, software assignment via LANDesk Delivery 6.0, on-site and remote support via pcAnywhere, patch documentation updates, and support for developers in Poland, ensuring seamless coordination.

Aug 2006 - Sep 2007
1 year 2 months
Frankfurt, Germany

User Helpdesk Coordinator

Messe Frankfurt GmbH

Systems: Vista, Office 2007, helpLINE.

As coordinator for 1st/2nd level support, I supported 1,000 users. Tasks included software deployment and remote control via Empirum PRO, user management via Active Directory, SAP profile administration (passwords, roles, printer mapping, user type assignment), and ticket handling in helpLINE.

Jan 2004 - Jan 2006
1 year 1 month
Sulzbach, Germany

User Helpdesk Supporter

Rolls Royce AG, Clariant AG, Deutsche Bank Bauspar AG

On-site support for about 2,500 users at these clients:

  • Printer/copier system support
  • Active Directory user management
  • VPN installation and user training
  • ITIL-based operations
  • Software assignment via Columbus
  • On-site and remote support via PC-Duo
  • Rollout and QA from Win 2000 to Win XP (approx. 1,500 clients)
  • Ticket creation with TT System
  • Planning and coordination of workspace moves
Aug 2004 - Jul 2024
20 years

IT Consulting

Freelancer

Jan 2003 - Jan 2005
2 years 1 month
Germany

User Helpdesk Supporter, Field Service, Project Manager

Techniker Krankenkasse, DELL, Deutsche Bahn AG, Debitel AG

  • Executed rollout of ~2,000 clients, hardware replacement and software installation via NetInstaller.
  • At DELL: field service for clients/notebooks and printers, hardware replacement, software installation.
  • At Debitel AG: on-site project management and coordination, hardware/software installation.
Mar 2001 - Dec 2004
2 years 10 months

System Technician

Computacenter AG & Co. oHG

May 1996 - Feb 2001
4 years 10 months

Service Technician for Copier and Print Systems

Triumph-Adler AG

Mar 1995 - Apr 1996
1 year 2 months

Audio Technician—Installation, Sales, and Customer Support of Audio Equipment

Agentur Unkelbach & Partner GmbH

Jun 1994 - Feb 1995
9 months

Electrical Power Systems Electronics Technician

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 especially finance and insurance, healthcare (notably health insurers), and the industrial sector. In the finance/insurance sector, my expertise lies in implementing regulatory requirements according to MaRisk, BAIT, KAIT, VAIT, and DORA, which I have deepened through further training at the Frankfurt School of Finance & Management.

Thanks to my solid knowledge from over 20 years of experience in diverse projects, I can analyze complex situations and provide effective solutions for clients, applying proven methods such as best practices, PRINCE2, and ITIL.

Knowledge and practical experience in detail:

  • Service Outsourcing / Transitions
  • Drafting contract documents: SLAs (service schedules, service modules, service elements)
  • Implementation of MaRisk regulations in finance and insurance
  • Implementation of gematik guidelines in healthcare (health insurers)
  • Implementation of effective and efficient governance
  • Preparation of documentation such as operational or process manuals
  • Implementation and review of reports
  • Onboarding and coaching of staff in their new roles (paradigm shift)
  • Advising ITSM units on service delivery reviews
  • Provider management
  • Establishment and optimization of multi-provider management
  • Ensuring performance of external service providers per contractual agreements
  • Establishment of reporting frameworks
  • IT Service Management (ITSM)
  • Setting up IT operations according to ITIL
  • Implementation and optimization of ITIL processes/practices
  • Creation of process manuals
  • Definition of SLAs/OLAs/KPIs
  • Stakeholder management
  • Evaluation, introduction, and customization of ITSM tools (ticketing systems) e.g. ServiceNow, Assyst, MATRIX42
  • Project management
  • Development of detailed project plans
  • Management of subproject leads or units
  • Management of dual-track projects
  • Preparation of status reports, management presentations, and decision templates
  • Escalation management (conflict resolution); also proactive conflict prevention
  • Meeting facilitation
  • Management of ITSM tool migration or implementation (e.g. ServiceNow)
  • Process management
  • Modeling processes in BPMN or COBIT (ITIL processes and routine demands)
  • Detailed creation of process manuals including tasks and responsibilities
  • Optimization of operational processes (use cases)
  • Implementation of BaFin regulations for BAIT, KAIT, VAIT, DORA, MaRisk, and KaMaRisk per §25a/b KWG
  • Identification, assessment, control, and monitoring of risks in operations and/or processes
  • Preparation of IT outsourcing contract framework considering regulations
  • Design of internal control systems (ICS)
  • Implementation of Austrian Financial Market Authority (FMA) regulations
  • ITIL v3 and v4 practical expert experience (certified)
  • Optimization of ITIL v3 or v4
  • Implementation and roll-out of ITIL v3 or v4 into the organization
  • Preparation of process/practice manuals (e.g. Incident Mgmt., Problem Mgmt., Change Mgmt.)
  • Creation of operational documents (service manuals, process manuals, operations manuals, etc.)
  • Consulting and implementation of ITSM tools (ticketing systems) e.g. ServiceNow, Assyst, MATRIX42
  • Benchmarking
  • Execution of contractual benchmark clauses
  • Verification of results
  • Reporting to management
  • Conducting price negotiations

Extensive practical knowledge in personnel leadership. Teamwork, resilience, and reliability complete my profile.

Languages

German
Native
English
Advanced
Polish
Advanced

Education

Jun 1994 - Feb 1995

Siemens AG

Electrical Power Systems Electronics Technician

Certifications & licenses

Information Security and IT Outsourcing per MaRisk for Banks

Frankfurt School of Finance & Management

PRINCE2

Serview

ITIL v3

Serview

Dell Desktops, Notebooks and Workstations

DELL

Compaq Desktops and Workstations

Compaq