Project Manager, Senior Consultant

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

• Project a) Project Manager – ISO 27001:2022 Update Management

• As project manager for updating certification from ISO 27002:2013 to ISO 27002:2022, I was responsible for full project planning and preparation, including a gap analysis.

• I coordinated adjusting existing controls and implementing new ones per the new standard.

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

• I regularly reported progress to management and ensured measures were monitored and adjusted.

• Project b) Senior Consultant – Audit support focusing on critical infrastructures (KRITIS)

• Audit reviews were conducted for the client’s customers.

• Tasks included resolving findings or providing evidence.

• Documents were updated or newly drafted and provider contracts supplemented.

• I regularly reported to management.

• Project c) Senior Consultant – Reviewing deliverables and responsibilities per existing IT provider contract

• At half-term of the contract, the client decided to review all contractually assured IT provider services.

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

• I documented them in a D&O tracker (claim register) I created.

• Together with service owners, we reviewed all deliverables and obligations.

• Focus services:

• IT Service Management

• Workplace print service

• Application & desktop service

• Device management service

• Email incl. email archiving service

• File service

• Software packaging service

• Software certification service

• Software distribution service

• Project d) Senior Consultant – Changing service scopes in existing service statements

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

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

• Use cases were identified and analyzed, followed by targeted process improvements.

• Relevant ITSM processes (Incident, Problem, Change) were optimized.

• All software products were recorded in LeanIX and documented.

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

• Focus services:

• Managed software service

• Application & desktop service

• Workplace print service

• Web server service

• Container service

• M365 SAP/Oscare service

• Output management systems (OMS)

• Telephony & omnichannel management service

• Project e) Project Manager – Steering a benchmark

• The client exercised their right to benchmark several service statements under the existing IT contract.

• I oversaw the benchmark process between the benchmarker, IT provider and client, reviewed results and negotiated prices.

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

ITSG was hired by AOK Federal Association to build infrastructure for the electronic patient record (ePA) and “AOK My Life” app. ITSG operates and supports both services. Phase one: develop an operations concept per ITIL v4 that met gematik requirements. Phase two: implement the approved concept. Other tasks:

• Reviewing contracts and creating a deliverables and obligations list
• Applying gematik guidelines/requirements
• Drafting operations concept
• Creating and implementing 18 ITIL v4 practices/processes
• Designing and implementing governance (roles, committees, tasks, responsibilities)
• Evaluating ITSM tools
• Drafting functional spec (specification) for implementing Matrix42

Systems: Windows 10, Office 2016, AGIL Datawarehouse.

Design and implement reporting requirements during outsourcing transition between LANXESS Germany and Fujitsu. I reviewed English contract requirements, clarified gaps with the client and aligned them. About 160 reports were contractually required, some manually in FMO. I advised on and drafted recommendations and acted as stakeholder liaison. Implemented reports for:

• Availability Management
• Capacity Management
• Change Management
• Incident Management
• Problem Management
• Request Fulfillment
• Service Level Management

Systems: Windows 10, Office 2016.

Infosys took over service for 120 business apps (AMS BI) and VW’s service desk. During transition, I specified contractual requirements in detail and implemented them per ITIL. I developed a future operating model (FMO) and integrated it into the current model (CMO) under global customer guidelines.

• Creating ITIL process documents (Problem Mgmt, Change Mgmt, ITSCM)
• Creating work instructions and training materials
• Training internal staff and subcontractors
• Liaison to the business
• Creating a sub-project plan

Systems: Windows 8/10, Office 2016.

For second-generation outsourcing of desktop and print services at ODDO BHF-BANK, Operational Services was advised in bidding, due diligence and transition phases. Tasks:

• ITIL lifecycle process documentation: detailed mapping of ITIL processes and bank-provider interfaces, meeting legal and ICS requirements per §25a KWG
• Integrating bank-specific processes into ITSM and provider management, harmonizing ITIL v3 and MaRisk
• Process analysis and documentation for cloud use per ISO 27001
• Supporting due diligence and workshops with the bank client
• Leading sub-projects for transition to ITSM, including tool interfaces and processes
• Participating in claim and risk management and contract review
• Advising the client on risk analysis per MaRisk (AT 7, AT 9)
• Evaluating and integrating an ITSM tool between provider and client
• Implementing manuals per MaRisk (AT 5, AT 6) and producing/ reviewing work instructions for escalation processes

Systems: Windows 7, Office 2010, SAP.

During SAP service transition, I defined and documented ITIL lifecycle processes and Commerzbank-provider interfaces under §25a KWG. 21 ITIL processes from Service Strategy, Design, Transition and Operation were described, e.g.: Demand Management, Service Level Management, Availability Management, ITSCM, Change, Asset & Configuration Management, Knowledge Management, Incident Management. I ensured compliance with §25a KWG and implemented internal controls (ICS).

Systems: Windows 7, Office 2010, Assyst.

Optimized escalation process per ITIL v3 and built an escalation tool. Conducted a gap analysis and service desk assessment.

• Escalation management: developed an HTML tool based on Excel 2010
• Created technical operation manual
• Created user guide/documentation
• Performed gap analysis and assessment
• Reviewed escalation process work instructions
• Weekly status reports to the client
• Collaborated with business and IT
• Coordinated work packages
• ITIL v3

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

I built a local service desk per ITIL v3 for later global integration. The main challenge was harmonizing ITSM processes across multiple customer tools. I led ServiceNow introduction, prepared ITSM processes, defined service levels and parameters as a basis for the international team’s configuration and implementation.

• Project concept and planning
• Current state analysis
• Liaison to Treasury
• Gap analysis for request management processes
• Migration concept
• Test concept and protocols
• Defining request management processes (Incident, Change, Emergency Change, Standard Change, Problem, Service Request)
• Adapting and implementing ITIL lifecycle processes in ServiceNow
• Documenting process management
• Defining SLA/OLA templates
• Planning workplace setup
• Staff management
• Planning and leading meetings
• Establishing Incident Management
• Designing escalation management
• Customizing ServiceNow (requirements management)
• Migrating records from four ITSM tools to ServiceNow
• Evaluating ServiceNow (cloud/SaaS)
• Creating monthly management report template
• ITIL v3

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

I planned, executed and monitored deployment for over 4,500 clients, creating necessary processes for the team. I coordinated the team and communicated with other project levels and providers. I monitored deployment, analyzed and fixed issues. I oversaw the entire release and deployment process with business units. I provided daily reports to project management, kept the schedule and managed escalations. I maintained documentation and co-developed solutions with cross-team members. Altiris supported monitoring and deployment, enabling efficient management and quick incident resolution.

Systems: Windows 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 user groups, quick tickets and accounts. I tracked SLAs, analyzed errors and managed ticket processes. I monitored in-house applications with Midas and HP OpenView and coordinated ticket routing. After changes, I updated CMDB and internal wiki for transparency. I optimized processes per ITIL v3 with service management, oversaw alerting and supported developers. I also administered HP Quality Center, managing user accounts.

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

I managed project and quality control for a 250-client rollout. I oversaw a helpdesk for 800 users and supported the server environment (software and hardware). I handled software assignment via Spider, managed users in Active Directory and NetIQ, and handled tickets in Remedy User Version 7.0.

Systems: Windows Vista, Office 2007, helpLINE.

I coordinated 1st/2nd-level support for 1,000 users. Tasks: software assignment and remote control via Empirum PRO, user management via Active Directory, managing SAP user profiles (passwords, roles, printers, user types), and handling tickets in helpLINE.