Oliver K.
Reorganization of the IT structure and processes at NSI
Experience
Reorganization of the IT structure and processes at NSI
Niedersächsisches Studieninstitut NSI Hannover (NSI)
- Project lead FITS
- Documenting the required IT services for NSI
- Defining service levels for all IT services
- Designing and implementing change management processes
- Designing and implementing the IT organization and workflows
- Selecting and managing IT providers, including contract negotiations
- Calculating required FTEs for proper, service-oriented on-site support at all three training centers for the coming years
- Consulting, reporting and preparing decision templates for management
- Coaching IT staff
- Introducing a ticketing tool (TopDesk)
- Subproject lead “Device as a Service” in project DONSI
- Support and management consulting in the Office 365 subproject
Service Delivery Management consulting (SDM)
Signal Iduna Lebensversicherung
- Advising project leads and management on team organization
- Running process workshops on service delivery management and requirements management
- Process design for requirements management
- Developing a concept to operationalize requirements management
Project lead “FutureFon” (Teams telephony rollout and phone system decommissioning)
Basler AG
- Project lead (budget responsibility)
- Needs assessment
- Negotiations with providers
- Implementation
- Setting up and launching the support process
Project lead “SLAs and framework agreements with strategic partners”
Basler AG
- Negotiating and operationalizing framework agreements with strategic IT partners according to ITSM standards
- Developing, negotiating and operationalizing service level agreements (SLAs) with Basler AG’s strategic IT partners
Subproject lead IT in the large “New Building” project
Basler AG
- Responsible for IT equipment in the new building (infrastructure, network and workstations)
- Responsible for moving the data center to the new building
- Project organization (hybrid)
- Escalation management
- Managing service providers
Team member in “New ITSM Tool” Jira Service Management project
Basler AG
- Process design for incident, change and request fulfillment
- Gathering requirements
- Customer portal
- Communication with stakeholders
Interim head of IT Infrastructure team
Basler AG
- People management (7 staff)
- Technical leadership
- Interviewing candidates
- Escalation management
- Strategic consulting
Supporting the Head of IT in introducing operational processes and strategic management consulting
Basler AG
- Interim head of service desk
- Implementing ITSM (incident, change, problem management)
- ITSM tool evaluation
- Partner management (managing providers)
- Coaching
Interim head of infrastructure (CIO)
BKK VBU Berlin
- Reorganizing the department, introducing operational processes per ITSM (ITIL 4.0) standards, reorganizing and redefining the technology subproject within People/Space/Technology
- Subproject lead for technology in the People, Space, Technology (MRT) project
- Setting up operational processes (incident, change, problem management)
- Strategic consulting
- Operational partner management: drafting and negotiating SLAs with IT providers, managing providers
- Disciplinary leadership
- Cost center responsibility
- Developing cloud strategy
- Department restructuring
- Agile working
Supporting the CIO in reorganizing IT OPS (IT operations)
itsc GmbH Hannover
- Project lead
- Change management
- Running management workshops
- Strategic consulting
Service desk optimization
BKK VBU Berlin
Reorganizing the service desk; updating and introducing practices based on ITIL 4 (incident, change, service request management)
Process design
Process implementation
Process training
Operational responsibility
Coaching and enabling
Management consulting
Improving collaboration with external providers, revising and optimizing provider and customer service contracts
Advising
Revising and renegotiating contracts with providers (SLAs, framework agreements, service descriptions)
Interim head of service desk
IT service management concept (based on ITIL)
itsc GmbH Hannover
Designing and operationalizing incident, problem, change, business continuity management; reorganizing service desk
Project lead
Process design
Process implementation
Process training
Operational responsibility
Coaching and enabling
Management consulting
Designing and building customer care (service level management, service management)
Project lead
Concept design
Operationalization
Training and staff enablement
Setting up client-provider contract management
Advising
Creating templates for SLAs, framework agreements, service descriptions
Management workshops for restructuring IT operations
Coaching
Training
Support
Interim CIO
itsc GmbH Hannover
- Interim head of IT operations division
- Staff management
- Overseeing day-to-day operations
- Strategic consulting
Project lead: Rollout of four security features
Olympus Europa SE & Co. KG
- Organizing and managing the rollout of various security features (disk encryption, multi-factor authentication, device control, network access control)
- Project management and organization
- Managing the Indian outsourcing partner, provider management
- Contract management
- Management consulting
- Quality assurance and control
Project lead / management, building problem management
GDV DL GmbH
- Setting up and operationalizing the problem management process
- Process design for problem management
- Operationalizing the problem management process
- Organizing and running ITSM workshops
- Support and consulting in service management
Project lead building service management
GDV DL GmbH
- Designing and building the service management department and system
- Advising and designing processes for ITSM in business development
- Creating problem management processes (ITIL) for quality control of IT services, defining KPIs and reporting for quality control
- Operationalizing service management
- Gathering requirements from business and IT departments, creating guidelines for service teams (e.g., staging concept, end-to-end ownership, minimum requirements for providers and development partners, SLA standards)
- Creating processes for building and maintaining a unified service catalog for IT services
- Designing a service catalog concept
- ITSM tool selection (needs analysis, procurement)
Partner
iSibocs – IT Service Brokerage für moderne Unternehmen
Subproject lead “Logistics Buffer” in TransIT program
Hermes Fulfilment GmbH
Taking responsibility for logistics applications “Logistics Buffer”
Organizing the handover
Contract negotiations with suppliers, providers and business
Designing and drafting SLAs
Liaison between client and contractor
Advising on process design and workflows
Management training and consulting
Provider management
Designing and updating support processes (ITIL)
Coaching process owners and management
Running strategy workshops
SLA negotiation and drafting
Supporting and organizing the IT operations rollout
Subproject lead “Support Chain KR/TR” in TransIT program
Hermes Fulfilment GmbH
Taking responsibility for logistics applications KR/TR
Organizing the handover of KR/TR
Contract negotiations with suppliers and providers
Designing and drafting SLAs
Liaison between client and contractor
Advising on process design and workflows
Management training and consulting
Provider management
Designing and updating support processes (ITIL)
Coaching process owners and management
Running strategy workshops
SLA negotiation and drafting
Supporting and organizing IT operations for KR/TR
Assisting in ITSM tool selection
Supporting “Helpdesk sourcing interface”
Talanx AG
Project goal: transition of an internal help desk to an external provider
Advising Talanx management
Liaison between client and provider (ComputaCenter)
Optimizing collaboration between provider and client during sourcing
Change support
Provider management
Negotiations with client and provider
Running management workshops
Defining KPIs and performance metrics
Defining, implementing and establishing governance
Partner
GreenSocks Consulting GmbH
Project lead “1st-Level Support AMOS/MOVEX”
Hermes Fulfilment GmbH
Taking responsibility for logistics applications AMOS and MOVEX
Organizing the handover
Contract negotiations with suppliers, providers and business
Designing and drafting SLAs
Liaison between client and contractor
Advising on process design and workflows
Management training and consulting
Provider management
Designing and updating support processes (ITIL)
Coaching process owners and management
Running strategy workshops
Initial drafting of a service agreement document (SLA/OLA)
SLA negotiation and drafting with provider and business
Supporting and organizing IT operations for AMOS/MOVEX
Designing and operationalizing provider management
Optimizing service processes in Talanx AG IT service desk
Talanx AG
Project goal: optimize service processes in the internal IT service desk and stabilize availability and resolution rates in first-level support
Interim management
Staff management
Provider management
Improving and ensuring availability/resolution rates in the front office
Gap and process analysis
Designing and implementing service request management process
Provider management
Ensuring service desk availability and resolution rates per defined KPIs
Enabling help desk management
Running strategy workshops
Organizing daily service desk operations
Introducing shift and break schedules
Developing a training plan for agents for onboarding and ongoing training
Running workshops for team and department leads in the service desk
Owner and managing director
O-KON-SALT
Head of Service Control
TUI InfoTec GmbH
- Overall responsibility for ITSM
- Technical and disciplinary staff responsibility
- Budget responsibility
Founder of ITSM Academy TUI InfoTec
TUI InfoTec GmbH
- Voluntary seminar-style internal training on IT service management and ITIL
- Project initiator
- Project sponsor
- Budget responsibility
Program lead / operational responsibility for IT service management
TUI InfoTec GmbH
- Responsible for developing and optimizing ITSM processes at TUI InfoTec GmbH
- Conducting audits and certifications (new and recertifications)
- Ensuring compliance with data security laws (security management)
- Managing service delivery using KPIs and SLAs
- Leading staff (internal/external, onsite/offshore) and a management team
- Contributing to strategic customer relationship development
- Drafting (contracts), implementing (organizational, technical) and monitoring (scope, cost) service delivery concepts with external partners, provider management
- Reporting to top management (KPI reporting, continuous improvement)
- Planning and controlling performance and costs of the profit center under cost center responsibility
ISO 20000 certification
TUI InfoTec GmbH
- Initiator and project lead for ISO 20000 certification
- Achieved successful ISO 20000 certification in September 2010
Head of Service Centers
TUI InfoTec GmbH
- Technical and disciplinary staff responsibility
- Budget responsibility
Project lead: improving customer relationships
TUI InfoTec GmbH
- Establishing processes for continuous service improvement based on SLAs and KPIs
- Developing and implementing measures to increase customer loyalty
- Service design
- Contract management
Problem management reorganization
TUI InfoTec GmbH
- Introducing an effective problem management process for the entire TUI InfoTec organization
- Process redesign
- Process implementation
- Process controlling
Head of Incident Management and Service Desk
TUI InfoTec GmbH
- Technical and disciplinary staff responsibility
- Budget responsibility
Head of Incident Management
TUI InfoTec GmbH
- Technical and disciplinary staff responsibility
- Budget responsibility
Project lead: building and establishing a trilingual international service desk in 24/7 operation
TUI InfoTec GmbH
- Project initiator
- Project lead
- Concept design
- Budgeting
- Process design
- People management
- Operational management and control of the service desk (staff and budget responsibility)
Head of UHD (User Help Desk)
TUI InfoTec GmbH
- Technical and disciplinary staff responsibility
- Budget responsibility
Team lead UHD
TUI InfoTec GmbH
IT hotline specialist
TUI InfoTec GmbH
Student assistant
TUI InfoTec GmbH
Summary
Management consulting
Interim management (CIO, CEO, dept head, team lead)
Project management
(IT) service management (ITSM / ITIL)
HR management
Outsourcing
Provider management
Change management
Service desk (setup, organization and optimization)
Organizational setup
Restructuring
Developing strategic goals
People management
Recruiting
Change management
Languages
Certifications & licenses
ISO 20000 Certification
ITIL® V2 Service Manager
ITIL® V3 Expert
ITIL® V4 Managing Professional
Professional Scrum Master (PSM1)
ITSM Simulation Trainer Apollo 13
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