Michael Dümmig
Head of PreSales
Experience
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
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
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
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
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
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
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.
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
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
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
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
ITIL Consultant
Bundesagentur für Arbeit
Consulting and process design during the architecture phase for introducing 13 ITIL processes
SAP Delivery Manager
Infineon AG
- Main tasks included consulting on SAP operation optimizations, performance monitoring, and escalation management with the SAP outsourcing partner Accenture
SAP Customer Service Manager
SAP AG
Managed hosting and application support customers from contract signing through the end of the service period
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
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'
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
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.
Languages
Education
Akademie für Datenverarbeitung BB
Business Informatics · Böblingen, Germany
Universität Mannheim
Business Administration · Mannheim, Germany
Certifications & licenses
ITIL Expert (V3)
ITIL Service Manager (V2)
Project Manager according to IPMA
SAFe® 4 Certified Scrum Master
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