Mohamed I.
Senior Service Level Manager & ServiceNow Manager
Experience
Aug 2023 - Apr 2024
9 monthsMülheim, Germany
Senior Service Level Manager & ServiceNow Manager
Aldi International Services SE & Co. oHG
- Managed a project to establish SLA reporting between service provider Tata Consultancy Services (TCS) and ALDI using ServiceNow and Tableau
- Analyzed contractual basis with TCS and implemented metric tracking in ServiceNow for various portfolios (on-premise, private cloud, public cloud, MSSP)
- Responsible for operating the ServiceNow solution, including major release updates, testing, and incident resolution
Jan 2023 - Jun 2023
6 monthsQuickborn, Germany
Senior Service Manager / Project Manager
E.ON SE
- Set up automated reporting in Power BI and Qlik Sense for the IT department and management of the E.ON/Hansewerk group up to board level
- Created a concept for KPIs and dashboards, and identified and integrated relevant data sources
- Developed an operating concept and trained users
Nov 2021 - Dec 2022
1 year 2 monthsHamburg, Germany
Manager - Technology (Cloud Transformation & Architecture)
Accenture GmbH / Allianz SE
- Served as Service Manager in the Allianz Global Network project for Allianz SE with a global team in Europe and India
- Managed operations and acted as the escalation point
- Acted as interface between the customer, vendors, and the technical department
- Personnel: Provided technical leadership for 30 employees including 2 managers
Aug 2019 - Nov 2021
2 years 4 monthsBerlin, Germany
Senior IT Service Consultant & Team Lead
Avodaq AG
- Took on technical responsibility for managed service clients and supported lifecycle projects to ensure customer satisfaction
- Handled incidents and support requests at 2nd/3rd-level while ensuring compliance with service agreements
- Led a virtual team, providing coaching, mentoring, and development
- Managed major clients in trade, logistics, retail, and financial services
- Personnel: Provided technical leadership for 6 direct service staff and up to 15 project team members in a matrix organization
Apr 2019 - Sep 2019
6 monthsBerlin, Germany
IT Service Consultant & Team Lead Collaboration
Avodaq AG
Aug 2016 - Aug 2019
3 years 1 monthBerlin, Germany
IT Service Consultant
Avodaq AG
Jun 2010 - Aug 2016
6 years 3 monthsHamburg, Germany
IT Consultant (as a working student)
Avodaq AG
Feb 2009 - May 2009
4 monthsMunich, Germany
IT Consultant & Cisco Certified Voice Professional
Avodaq AG
Jul 2007 - Jan 2009
1 year 7 monthsMunich, Germany
System Engineer
Avodaq AG
Feb 2007 - Jun 2007
5 monthsMunich, Germany
Trainee Program
Avodaq AG
Summary
- Strong ability to lead and coordinate complex IT projects, focusing on IT service management, people and stakeholder management, as well as using ServiceNow, networking, and collaboration solutions (>100k users)
- Combination of IT project management and solid psychological knowledge (B.Sc. Psychology), focusing on human-technology interfaces and intercultural communication
- Expertise: Service & Operation Management | Project Management | Service Delivery | Senior Consulting | Team Leadership & Employee Management | Quality Management
- Responsibility: Managing up to 30 employees including 2 managers
- Achievements: Set up a new SLA life cycle for TCS service provider reporting across different services | reduced manual effort in the SLA life cycle by over 75% | identified an internal department to cut costs by more than 50%
- Strong communicator, multilingual and appreciative leader, with high commitment and an analytical and structured work style
Languages
German
NativeEnglish
AdvancedEducation
Sep 2011 - Sep 2014
Braunschweig University of Technology
Psychology · Psychology · Braunschweig, Germany
Sep 2010 - Jun 2011
State Vocational School
Technical college entrance qualification · Hamburg, Germany
Sep 2004 - Feb 2007
Deutsche Telekom AG
State-certified IT Specialist in System Integration · IT Specialist in System Integration · Munich, Germany
Certifications & licenses
Cisco Certified Voice Professional
Cisco
State-certified IT Specialist in System Integration (IHK)
Deutsche Telekom AG
CCNP Collaboration
Cisco.com
ITILv4 Foundation
PeopleCert
PRINCE2 7 Foundation in Project Management
PeopleCert
Professional Scrum Master I
Scrum.org
SRE Foundation
DevOps Institute
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