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Mohamed Ibrahim

Senior Service Level Manager & ServiceNow Manager

Mohamed Ibrahim
Ludwigsfelde, Germany

Experience

Aug 2023 - Apr 2024
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Mülheim, Germany

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Manager - Technology (Cloud Transformation & Architecture)

Accenture GmbH / Allianz SE

  • Service manager in the Allianz Global Network project for Allianz SE with a global team in Europe and India
  • Managed operations and served as escalation point
  • Acted as interface between the customer, vendors, and the technical department
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Senior IT Service Consultant & Team Lead

Avodaq AG

  • Took on technical responsibility for managed service customers and supported lifecycle projects to ensure customer satisfaction
  • Handled incident and support requests at 2nd/3rd level and ensured compliance with service agreements
  • Led a virtual team, providing coaching, mentoring, and development
  • Served major clients in retail, logistics, retail trade, and financial services
  • Provided technical leadership for 6 direct service staff and up to 15 project team members in a matrix organization
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IT Service Consultant & Team Lead Collaboration

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Berlin, Germany

IT Service Consultant

Avodaq AG

Jun 2010 - Aug 2016
6 years 3 months
Hamburg, Germany

IT Consultant (working student)

Avodaq AG

Feb 2009 - May 2009
4 months
Munich, Germany

IT Consultant & Cisco Certified Voice Professional

Avodaq AG

Jul 2007 - Jan 2009
1 year 7 months
Munich, Germany

System Engineer

Avodaq AG

Feb 2007 - Jun 2007
5 months
Munich, Germany

Trainee Program

Avodaq AG

Summary

  • Strong ability in leading and coordinating 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), with a focus on human-technology interfaces and intercultural communication
  • Expertise: Service & Operation Management | Project Management | Service Delivery | Senior Consulting | Team Leadership & Staff Management | Quality Management
  • Responsibility: Leading up to 30 employees including 2 managers
  • Achievements: Built a new SLA life cycle for reporting from service provider TCS across various services | Reduced manual effort in the SLA life cycle by over 75% | Identified an internal department that cut costs by more than 50%
  • Strong communicator, multilingual and appreciative leadership style with high commitment and an analytical, structured way of working

Skills

  • Itsm & Itom Tools: Servicenow, Bmc Remedy, Otrs
  • Project Management: Scrum, Prince2, Agile Methods, Confluence, Jira, And Ms Project
  • Infrastructure: Cisco, Vmware, Citrix Netscaler
  • Collaboration: Cisco Collaboration, Webex
  • Dashboards, Monitoring & Reporting: Dynatrace, Power Bi, Tableau
  • Ai & Generative Ai: Natural Language Models (Nlms), Generative Artificial Intelligence (Gen Ai), Large Language Models (Llms)

Languages

Arabic
Native
German
Native
English
Advanced

Education

Sep 2011 - Sep 2014

Technical University of Braunschweig

Bachelor of Science, Psychology · Psychology · Braunschweig, Germany

Sep 2010 - Jun 2011

State Vocational School

Advanced Technical College Certificate · Advanced Technical College Entrance Qualification · Hamburg, Germany

Sep 2004 - Feb 2007

Deutsche Telekom AG

State-certified IT Specialist, System Integration · IT Specialist, System Integration · Munich, Germany

Certifications & licenses

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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