Michael D. - Head of PreSales

Munich, Germany

Experience

Sep 2023 - Feb 2024

6 months

Filderstadt, Germany

Head of PreSales

All for One Group SE

Interim leadership of the 10-member PreSales team in Managed Cloud Services and Application Services with a focus on SAP, but also MS365 and data center/infrastructure services.

All for One Group SE is a consulting and IT company; the listed AG’s headquarters is in Filderstadt. Its portfolio includes management, process, and IT consulting as well as IT services. With 2,800 employees (2023), it serves about 3,000 mostly midsize clients in Germany, Austria, and Switzerland.

Resource, capacity, and budget management
Central communication with IT management
Optimization of IT service processes for Sales, PreSales, Transition, and Operations

Aug 2022 - Jul 2023

1 year

Essen, Germany

SAP Service Manager

DB Schenker AG

Carried out the duties of operations manager for the global SAP finance system.

Schenker AG is an international logistics provider with about 76,100 employees at over 1,850 locations in 130 countries. The worldwide finance operations run on an SAP ERP system.

Ensured effective and efficient incident handling
Ensured effective and efficient change request handling
Maintained and developed reporting (including KPI reporting)
Coordinated and managed external IT partners
Maintained and developed agreed service levels (SLA, OLA)
Resource, capacity, and budget management
Central communication with IT management
Contact person in the S/4 HANA project for go-live and test management topics
Continuous optimization of IT service processes

Feb 2022 - Aug 2022

7 months

Bochum, Germany

Consultant and Project Manager 'Service Management'

Trafineo – a BP Europe subsidiary

Managed the ‘Service Management according to ITIL’ project.

Trafineo specializes in toll and vehicle-related services in Europe. As part of a strategic realignment, the service management in Customer Service & Operations was restructured.

Improvements to the existing ticket system (quick wins)
Created ITIL training materials for Customer Service & Operations
Prepared tender documents for a new ITSM tool
Managed the 'Prototyping' phase

Mar 2021 - Feb 2022

1 year

Bonn, Germany

Subproject Lead 'Cross-functional Topics'

BWI GmbH

Coordinated cross-service topics in the project 'Prototypical transfer of responsibility from the German armed forces to BWI.'

BWI GmbH is a 100% federal company. As an IT system house, it develops and operates its clients’ information and communication technology. As part of the Bundeswehr IT’s strategic realignment, responsibility for IT application operations was reorganized. Several projects were involved.

Designed and implemented 'SAP Operations' reporting
Coordinated cross-service topics like ITSM tools, documentation, reporting, and authorizations

Sep 2018 - Jan 2021

2 years 5 months

Papenburg, Germany

Application Operation Manager for ERP/SAP Systems

Meyer Werft GmbH

Managed IT operations in ERP applications.

MEYER WERFT in Papenburg leads in building luxury liners. As part of an IT strategy shift to SAP as a global ERP solution, the ERP Service Manager role was newly created. Initially filled by an experienced interim manager to define and optimize processes, workflows, and services.

Led ERP application operations (SAP and legacy systems)
Ensured effective and efficient incident handling
Ensured effective and efficient change request handling
Maintained and developed reporting (including KPI reporting)
Change Advisory Board (CAB) representative for SAP AMS
Coordinated and managed external IT partners (including contracts)
Maintained and developed agreed service levels (SLA, OLA)
Resource, capacity, and budget management
Central communication with IT management
Contact person in the S/4 HANA project for go-live and test management topics
Continuous optimization of IT service processes
Coordinated and managed supplier contracts

Apr 2018 - Jun 2018

3 months

Munich, Germany

Service Delivery Auditor

Sulzer GmbH

Conducted an audit of service quality in application support on behalf of Sulzer management.

Sulzer GmbH is a midsize, internationally active full-service provider for process and IT consulting. It was contracted to run application operations in telematics for the end customer BMW. A performance audit was carried out for quality assurance.

Conducted an as-is analysis focusing on optimizing the support organization with roles and responsibilities
Analyzed results using SWOT analysis
Presented findings to business unit management
Supported management in implementing immediate improvement measures
Prepared a final report with results and recommendations to optimize effectiveness and efficiency in telematics application operations

Jun 2016 - May 2018

2 years

Munich, Germany

Application and Project Manager

GlaxoSmithKline GmbH

Project manager for the Windows 10 rollout in Pharma Germany
Project manager for the Microsoft Office 365 rollout in Pharma Germany
Subproject lead for the 'OneDevice' project in Pharma Germany
Served as application owner for German IT applications and their interfaces with international IT systems

GlaxoSmithKline (GSK) is a UK pharmaceutical company with over 100,000 employees. IT is centrally managed in England, with support mainly based in India.

As Application Manager Germany, I was responsible for smooth IT application operations for German users, including incident, problem, and change management, and supporting projects with German involvement.

Jul 2012 - Jan 2016

3 years 7 months

Munich, Germany

Operations Manager SAP Systems

BMW AG

Handled operations management for two international SAP finance systems.

The central SAP system collects all global financial data of the group. The main modules are FI and CO. Application support is provided by an international service provider in India.

SAP ECC 6.0, Oracle DB, Linux OS, Intel servers, one central instance for dev/test and three for production, one app server for production
24/7 support across three time zones by Accenture India
Offshore services cover SAP Basis operations and SAP application support (2nd and 3rd level)
30 company codes in 20 countries, including the USA, China, and the UK
Users: approx. 2,500; active users: approx. 1,700
Tickets per month: approx. 600
Led application support and managed the Indian IT provider
Central coordination of operations topics, e.g. between projects, maintenance, Basis, and application support
Represented operations interests in projects for new SAP market rollouts (start-up management)
Responsible for analysis, improvement, and execution of ITIL processes

Dec 2011 - Jun 2012

7 months

Munich, Germany

Product/Portfolio Manager

TÜV SÜD AG

Contributed to building a product/portfolio management department, including:

Developing a global product and service catalog for IT services
Analyzing market developments/trends and identifying usage potentials
Developing, launching, and evaluating IT services
Analyzing customer requirements
Defining and pricing IT products
Managing new product launches (project management)
Drafting, coordinating, and adjusting SLAs and OLAs
Preparing and conducting product reviews

Nov 2008 - Dec 2011

3 years 2 months

Stuttgart, Germany

Subproject Lead ERP System Go-Live – Service Processes and Service Management

Daimler AG

Created concepts for Incident, Problem, Change, Service Level, and Financial Management down to the operational level
Operational service management of introduced services

Mar 2008 - Aug 2008

6 months

Wolfsburg, Germany

Subproject Lead 'PLM Software Go-Live – IT Service Processes'

Volkswagen AG

ITIL process consulting in Incident, Problem, Change, and Release Management, from process design to implementation and staff training

Sep 2007 - Jan 2008

5 months

Nuremberg, Germany

ITIL Consultant

Bundesagentur für Arbeit

Consulting and process design during the architecture phase for introducing 13 ITIL processes

Sep 2006 - Aug 2007

1 year

Munich, Germany

SAP Delivery Manager

Infineon AG

Main tasks included consulting on SAP operation optimizations, performance monitoring, and escalation management with the SAP outsourcing partner Accenture

Sep 2005 - Aug 2006

1 year

Walldorf, Germany

SAP Customer Service Manager

SAP AG

Managed hosting and application support customers from contract signing through the end of the service period

Jan 2005 - Jul 2005

7 months

Munich, Germany

SAP Project Management

BayWa AG (RI-Solution)

Responsible for SAP application testing
Contributed to drafting functional specifications in the blueprint phase
Participated in the ISO certification project as QM lead for the department, analyzing as-is processes according to ITIL

Aug 2002 - Sep 2004

2 years 2 months

Vienna, Austria

Head of IT Application Support and Development

Mondi Frantschach GmbH

Led operational application support (SAP Customer Competence Center)
Staff management
Project lead for 'Introduction of project management software'

Jun 1997 - Jul 2002

5 years 2 months

SAP Senior Consultant

Deloitte Consulting GmbH

(detailed project list available)

Last role: Team Lead SAP Application Support

Built Deloitte’s European SAP Application Competence Center

Second role: SAP Functional Consultant / Team Lead

SAP SD/MM customizing with Sales Information System

First role: SAP Technical Consultant

SAP ABAP programming in logistics

Oct 1995 - May 1997

1 year 8 months

Germany

Junior Consultant

Schwarz, Prof. Spruth & Partner

Project coordination and C/ABAP programming

Summary

For over 20 years I have helped international corporations align their IT operations efficiently and effectively. My focus is leading SAP AMS operations and supporting projects aimed at optimizing IT service processes according to ITIL.