Program Manager – Multi-Project Operational Stabilization (Operational Excellence)

Applied expertise: program & multi-project management, service operations, service level management frameworks, certificate management, access management & audit (BSI), digital learning, knowledge management, workplace services, 24x7 service support, service desk, system monitoring, capacity management, test management, change management, supplier integration, system integration, service architecture & service definition, BSI, ITIL, assyst, aixBOMS, SharePoint, Adonis

• Overall lead of several strategic operations projects with focuses on: workplace services, SLA framework, access management, certificate management, e-learning, backup & recovery, test management and capacity management, as well as introducing system monitoring and feasibility studies for a 24x7 operation, partly including implementation in ServiceNow
• Created various ServiceNow operating concepts for training, access permissions, and emergency management as part of a new cloud hosting initiative for the ServiceNow platform
• Board reporting and chairing steering committees within the scope of company strategic goals, and establishing new balanced scorecards for KPI measurement of optimization-driven project outcomes

Applied expertise: multi-project management, requirements management & evaluation, service design, ITIL, supplier management, service catalog management, service request management, service level management, process evaluation & optimization, SIAM & supplier management, contract management, supplier integration, system integration, service architecture & service structure, ServiceNow, Microsoft Endpoint Manager/Intune, SharePoint, Apple Business Manager

• Strategic consulting on sustainable alignment of a standardized service design approach and other operational issues regarding vendor management within corporate goals
• Multi-project leadership for the design and operational delivery of new end user devices & networking services, including infrastructure topics like monitoring, capacity and backup solutions
• Designed and managed the implementation of new services in ServiceNow, including integration into a new contract and vendor environment and expanded functional operation in MS SharePoint
• Created a framework and process for onboarding new vendors and sites into operations, including IT security, risk & compliance guidelines
• Evaluated existing vendor contracts under SIAM guidelines for successful integration of new services into the supplier ecosystem, process landscape and the ServiceNow instance

Applied expertise: customer needs analysis, requirements management, change management, roadmaps & operating models, proposal development, workshops & presentations, business case creation, sales support, development of new ITSM & ServiceNow service offerings & business models (SaaS, ITSM & ESM, ITOM, CSM, CRM)

• Led pre-sales discussions and workshops to define strategic, conceptual and organizational requirements and to create ITSM concepts and roadmap presentations for migrating and implementing ServiceNow at customer sites
• Developed and built new ITSM and ServiceNow consulting and implementation offerings as part of new business models at ServiceNow partners for future delivery of consulting services to end customers
• Created training concepts as part of talent strategies at end customers to build necessary skills for new employees in project management (PRINCE2, Agile/SCRUM), IT service management (ITIL4) and ServiceNow (CSA & micro certifications)

Applied expertise: ITSM Multi-Project Management, ITIL Service Processes (Incident, Problem, Change, Knowledge, SACM, Access, Request Fulfillment), Service Level Management, IT & Business Process Digitization, Service Request Catalogue, Process Performance (KPIs), Enterprise Architecture (CMS, TOGAF ADM), Data Harmonization, Data Modeling, Orchestration, Interfaces, License Management, Requirements Management & Evaluation, Risk Management, assyst, SNOW, ServiceNow, AixBOMS, BSI & GDPR

• Program/project leadership: set up a project organization and the necessary program structures for an ITSM & data multi-project with phase planning and defined objectives.
• Managed and monitored a data and interfaces project (focus: interface between CMDB & SNOW) to enable tenant-specific license accounting and establish the necessary maintenance processes within a configuration management system.
• Assessed the current state and replanned with a focus on requirements analysis and the parallel evaluation of the architecture landscape, including service architecture, organizational structure, and system architecture.
• Led the optimization and introduction of new ITSM core processes, including identifying impacts and implementing measures for organizational transition, as well as providing and delivering training.

Applied expertise: ITSM, Multi-Project Management, Business Architecture, IT & Business Process Digitization, Service Catalogue, KPIs, Service Level Management, IT Governance, ITIL Process Design & Optimization, Business Analysis, ITSM System Evaluation, Requirements Management, Risk Management, Standardization & Process Optimization, Identity & Access Management, e-Shop, e-Learning (LMS), TOGAF

• Led a digitalization program (multi-project) as part of a company-wide digitalization initiative. Provided executive and strategic leadership for 5 projects in e-shop and digital learning, with ITSM system migration as the core project.
• Contributed to defining and designing business processes (E2E service fulfillment) considering enterprise architecture aspects, and derived requirements for the program and its projects.
• Held full budget responsibility for all projects totaling over EUR 5 million (including EUR 2 million in investments). Conducted mid-term planning, resource planning, and team assembly (external and internal).
• Managed overall project planning (master plan) including setting project goals, control mechanisms, project dependencies, and process landscape across all IT service functions of the company.
• Advised management on solution approaches and provided status reporting to the steering committee.

Applied expertise: Service Delivery, Service Transition, Service Support, Service Desk, Nearshoring, ITIL Process Optimization, Requirements Management, Contract Management, Supplier Management, Service Level Management, IT Infrastructure, Service Integration, Standardization, Project Management, SMC-B, Service Strategy, Service Design, IT Governance, ITIL Process Design & Optimization, System Architecture

• Completed a service onboarding process and its associated quality controls for operational handover within the local and nearshore contact centers.
• Ensured organizational and technical support according to the aligned gematic operations manual, including internal and external escalations for handling requests and incidents in collaboration with multiple service providers (gematic, BDR, D-Trust, Arvato, Telekom).
• Implemented contractual requirements within BDR and sub-suppliers to ensure effective delivery of consolidated and sustainable support, as well as clear governance mechanisms.
• Designed and established a Technical Services Management function including roles, interfaces, and associated processes, as well as conceptualized technology solutions and governance/contracts structures for the existing supplier environment.
• Introduced a unified service level management and reporting function for effective implementation of consolidated SLAs through sustainable support and clear governance mechanisms.
• Standardized service support and transition processes (e.g., release, change, request fulfillment, incident, etc.). Introduced quality strategies to stabilize new business services and adhere to agreed e-gov service offerings.

Applied expertise: Service Strategy, Service Delivery, Nearshoring, Organizational Readiness, ITIL Process Design & Implementation, Service Level Management, Supplier Management, Call/Service Center, Project Management, Cross-Cultural Management, Business Consulting, Process Optimization

• Built a process framework and required organizational functions within the nearshore support unit to professionalize support for existing business services and their interfaces.
• Established an inter-company integration strategy for better cultural understanding and working relationships. Coached teams on customer support and communication.
• Stabilized incident and service request management processes and introduced a reporting structure to effectively reduce existing backlogs and customer escalations.

Applied expertise: IT Strategy & Design, ITIL Process Management (Service Operations & Service Transition), Quality Management, Project Management, Process Implementation & Monitoring, Contract Drafting & Supplier Management, Service Desk Processes, BPMN Methods

• Defined and operationalized the IT strategy, including IT resource procurement and supplier strategies, as well as IT processes, documentation, and legal e-commerce regulations. Responsible for related contract negotiations.
• Defined product features based on established strategies and company objectives, including requirements and test management within phase/sprint planning related to the product backlog.
• Designed and introduced necessary IT processes, reports, quality standards, and legal data protection measures according to defined operational readiness criteria. Adapted the process landscape to meet agreed service agreements and customer requirements (seamless process integration).

Applied expertise: service strategy & design, service request management, service catalog management, service integration, end-user management, vendor management, interface management (Incident, Request, Change, Asset, CMDB), reporting, SLA management, process design and implementation

• Responsible for the scope, design and implementation of a new IT service catalog in the BMC Remedy and ServiceNow environments.
• Introduced and standardized an SRD process (Service Request Definition) for new catalog items and catalog management interfaces.
• Evaluated and implemented Service Request Management resources and experts for the maintenance of SRD processes and applications.

Applied expertise: program leadership & governance, project & stakeholder management, security management, risk & issues management, service level controlling, service operations - global infrastructure/applications, service integration, application migration, business intelligence, cross-cultural team management, test management, data security

• Led an ITSM transition program for all service management processes and IT assets for IT Service Operations and IT Service Transition areas as part of a multi-vendor IT strategy.
• Workstreams: ITIL processes, reporting, data & security management, organizational change, service integration, service onboarding, project management & controlling, test management.
• Accountable for end-to-end process chain, derived from SLAs to system architecture for high availability components and database structures (CMDB).
• Developed an operations readiness framework to support IT and business requirements as part of a data center migration.