Project Manager, Senior Consultant

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.

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

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

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

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

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).

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

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

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.

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.

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.

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.