Ralf Barthel - Test manager and subproject leader

Germany

Experience

Jan 2025 - Present

1 year 1 month

Test manager and subproject leader

SvenMahn IT GmbH & Co. KG

Lead the subproject Test & Acceptance & Quality Assurance
Project/program management according to Prince2
Create and update subproject plan
Manage resources
Design and execute tests, create tests in Azure DevOps, MS Dynamics etc.
Process modeling
Document project progress with PowerPoint and SÖREN (in-house tool)
Acceptance of tests by end customer
Monitor and report on the subproject
Budget: N/A
Team: 4 persons

May 2024 - Aug 2024

4 months

Germany

Subproject leader Test & Acceptance

Deutsche Telekom Business Solutions GmbH

Lead the subproject Test & Acceptance
Project/program management according to Prince2
Create and update subproject plan
Stakeholder management
User onboarding and enablement
Establish change/change management
Create system and integration tests
Determine resource needs and plan resources
Manage resources
Execute tests, including smoke tests
Document tests in Jira, Jira Xray
Set up SIAM
Document project progress with Jira and PowerPoint
Acceptance of tests by end customer
Monitor and report on the subproject
Budget: N/A
Team: 4 persons

Apr 2023 - May 2024

1 year 2 months

Germany

ServiceNow expert/architect

LBBW

Project based on Prince2 and Scrum, agile transition management
Operational excellence in ServiceNow, operational target model
Change manager including CAB, E-CAB
Design of change management concept
Design of incident management concept
Design of problem management concept
Build and lead multiple project teams with ServiceNow SPM
Create project roadmap, based on ServiceNow SPM
Create and execute tests with ServiceNow and Jira and Kanban
Run tests based on Jira, Jira Xray, smoke tests, operational tests
Track project KPIs based on ServiceNow SPM
Resource management based on ServiceNow SPM
Reporting with ServiceNow SPM and Performance Analytics
Implementation according to ITIL and TOGAF
Implement SIAM
Process modeling
Stakeholder management
User onboarding and enablement
Establish change/change management
Monitor with ServiceNow SPM
Report project status (C-level communication, stakeholders, senior management) based on ServiceNow dashboards and SPM
Consider regulatory and legal requirements, e.g. BAIT
Risk management ServiceNow dashboards
Scheduling, automation
ServiceNow built and implemented as SaaS
Train on change management

Nov 2022 - Jan 2023

3 months

Germany

ServiceNow asset manager

DB Cargo

ServiceNow basics
Asset manager
Classification and differentiation of assets
Asset reporting with ServiceNow

Oct 2022 - Jan 2023

4 months

Germany

ServiceNow expert/architect

Die Autobahn GmbH des Bundes

Operational excellence in ServiceNow
Operational target model
Incident manager
Problem manager
Reporting with ServiceNow
Monitoring with ServiceNow

Sep 2022 - Feb 2023

6 months

Germany

Project Manager

Axians IT Security GmbH

Project setup based on Prince2
Transition management
Created and implemented the communication framework
Maintained the project plan
Regular meetings
Reporting
Monitoring

Apr 2022 - Oct 2022

7 months

Switzerland

Interim Head of Datacenter and ICT

GIB Solutions AG

Led the datacenter and ICT
Scrum-based and waterfall-based methodology
Staff planning and shift operations
Integrated user help desk
Operational Target Model
ISO 27001 certification
Set up the overall structure of UHD, ICT, datacenter, and administrative interface
Communication with C-level managers, stakeholders
Order processes
Reporting

Nov 2021 - Mar 2022

5 months

Italy

Project Manager for MAN NSC Site Survey

MAN SE

Created project definition according to Prince2, including all infrastructure tasks (LAN/WAN/WLAN, workplace, datacenter, etc.) and applications
Created project plan based on Prince2
Allocated project resources
Transition management
International leadership and communication with the involved countries
Stakeholder management
Process modeling
Integration and end-user enablement
Established change management
Used tools to store results (LEANIX, iTop, CMDB, etc.)
Conducted site survey
Developed site survey results
Created site survey status report
Created site survey final report

Oct 2021 - Sep 2022

1 year

Switzerland

ServiceNow Expert/Architect

Dormakaba AG

Created project based on Prince2
Project status reporting at C-level
Set up the project with different contacts and subprojects using ServiceNow SPM
Built and led multiple project teams with ServiceNow SPM
Created the project roadmap based on ServiceNow SPM
Tracked the project with ServiceNow SPM
Resource management with ServiceNow SPM
Operational excellence in ServiceNow
Operational Target Model
Change manager including CAB
Problem manager
Incident manager
Implemented according to ITIL and TOGAF
Stakeholder management
Integration and end-user enablement
Established change management process
Scheduling, automation, process modeling
Conducted tests
Tracked project KPIs with ServiceNow SPM
Resource management based on ServiceNow SPM
Reporting with ServiceNow SPM to C-level management, stakeholders, and senior management
Reporting with dashboards in ServiceNow, Performance Analytics
Monitoring with ServiceNow SPM and dashboards
Collaborated with various project managers, department heads, senior management, and other stakeholders

Jun 2021 - Sep 2021

4 months

Germany

Project Manager for an Office Relocation

Wordline GmbH

Set up the project according to Prince2
Transformation management
Created project reports
Managed project staff
Created dashboard
Communication with C-level
Stakeholder management
Integration and end-user enablement
Established change management
Selected locations, organized the move
Created monitoring and reporting
Cost control
Quality control

Mar 2021 - Aug 2021

6 months

Germany

ITIL Expert, ServiceNow Subproject Lead

MEAG ERGO Asset Management GmbH

Set up project management based on Prince2 using ServiceNow SPM
Transformation management
Resource control based on ServiceNow SPM
Tracking KPI development based on ServiceNow SPM
Harmonizing incident management
Creating ITIL documents
Creating ITIL ServiceNow templates
Implemented SIAM concept
Tracking the project with ServiceNow SPM
Resource management based on ServiceNow SPM
Reporting with ServiceNow SPM
Reporting with dashboards in ServiceNow
Considering regulatory and legal requirements, e.g. BAIT
Monitoring with ServiceNow SPM

Jul 2020 - Mar 2021

9 months

Germany

Service Manager and Project Manager

Transformation BS GmbH & Co KG

Service Manager for carve-out project at Siemens
Project Manager for Siemens transition project
Project Manager/Program Manager following Prince2, various projects
Defining work packages, budget control, resource planning
CAB meeting
Software development meeting
Scheduling, automation
Transformation of end-user computing
Set up and managed IAM
Set up and implemented SIAM
Communication at CIO level and parts of the management board
Managing the setup and integration of SAP modules
Reporting various processes and tasks
Reporting time planning for various projects
Reporting project progress for various projects
Managing nearshore vendors/providers
Process design
Budget depending on size, from €50,000 to €750,000
Team of 50 FTE

Jun 2020 - Aug 2020

3 months

Germany

ServiceNow Expert/Architect

RWE

Status reporting of the project at C-level
Setting up the project following Prince2 with different stakeholders and subprojects
Handling changes and configuration topics
Leading the CAB
Leading the CMDB jour fix
Escalating changes and configuration topics
Created, aligned, and updated ServiceNow on-call concepts
Reporting on changes and configuration topics
Monitoring changes and configuration topics

Oct 2019 - Apr 2020

7 months

Germany

Project Manager

Compusafe Data Systems AG

Projects 24/7 manufacturing support
IAM single sign-on project, etc.
Transition and transformation project of workplaces/end-user computing based on ServiceNow SPM
Set up service desk worldwide: Munich, Singapore, Houston USA, cloud-based structure, implemented SIAM
SQL AlwaysOn setup project in Munich, Singapore, Houston USA, cloud-based structure
End-of-life project for servers and workplaces in Munich, Singapore, Houston USA, cloud-based structure
International leadership and communication with affected countries
Stakeholder management
Integration and end-user enablement
Process modeling
Established change/change management
Conducted budget planning
Dashboard definition in ServiceNow and regular reporting to stakeholder management and senior management based on ServiceNow
Task definition in ServiceNow SPM
Using Jira
Implemented SIAM
Resource calculation in ServiceNow SPM
Defining timeframes in ServiceNow SPM
MS Office, MS Project, Jira, Visio, ServiceNow
ServiceNow system administration
Budget from €75,000 to €1,250,000
Team up to 50 FTE

Oct 2019 - Jan 2020

4 months

Germany

SharePoint Manager

Continental AG

Implementing SharePoint requirements
As-is analysis of current SharePoint setup
Defining SharePoint objectives
Implementing target specifications
Reporting on current goal achievement

Apr 2019 - Jul 2019

4 months

Germany

ITIL Framework Specialist

UNISYS

Analyzed business transactions
Designed and implemented ITIL processes
Designed and implemented escalation management
Defined and implemented Manager on Duty
Created service catalog and requirements specification
Set up SLA reporting
Drafted contract

May 2018 - May 2019

1 year 1 month

Germany

Change and Configuration Manager / ITSM Expert/Architect

BITMARCK GmbH

Escalated changes and configurations, and coordinated and structured the resulting projects
Handled change and configuration topics
Led the CAB
Led the CMDB jour fixe meetings
Developed ServiceNow and on-call duty concepts
Scheduling and automation
Escalated change and configuration topics
Reported on change and configuration topics
Monitored change and configuration topics

Feb 2018 - Apr 2018

3 months

Austria

Incident Manager / ServiceNow Expert/Architect

Uniqa Versicherungs AG Österreich

Set up Prince2 projects with different stakeholders and subprojects
Managed ServiceDesk performance in ServiceNow
Handled on-call duty via ServiceNow
Performed project status reporting at C-level using ServiceNow for stakeholders and senior management
Developed on-call duty concepts
Defined SLAs, handled SLAs, and managed KPIs
Handled incidents
Escalated incidents
Reporting
Monitoring

Jun 2017 - Oct 2017

5 months

Berlin, Germany

Project Manager

Vattenfall AG

Island operation project for Berlin power grid
Project for LEAG data centre migration outsourcing deal and carve-out
Transition Manager for Managed Workplace project
Built and transitioned the service desk
Implemented applications
Set up and implemented SIAM
Created infrastructure concept and setup
Created LAN concept and setup
Created WAN MPLS concept and setup
Managed and coordinated ICT
Monitored results of each project
Managed file transfer (FTP, etc.)
Used SharePoint for documentation
Developed and managed project definition
Created project plan based on project definition
Set up and executed communication plan
Budget between €450,000 and €1,000,000
Led a team of about 12 people

Jan 2017 - May 2017

5 months

Switzerland

Project Manager

Akorn AG Switzerland

Handled stakeholder communication for all providers
Stakeholder management
Managed integrations and end-user enablement
Established change management
Created migration concept
Created and managed project definitions
Set up data centre migration with new structure, managed production data, and expanded system landscape
Built cloud-based architecture
Implemented process data processing
Set up and conducted project monitoring
Implemented the managed data center (UNIX, Windows XP, Windows 7)
Implemented the managed workplace (Windows XP, Windows 7)
Structured and managed infrastructure
Implemented WAN MPLS and LAN concepts
Managed ICT (Active Directory, DNS, DHCP, security, LDAP, client/server technology, firewall, Citrix, etc.)
Set up and implemented SIAM
Managed file transfer (FTP), managed printers, and print servers
System design
Planned and implemented desktop equipment
Set up, managed, and executed tests
Provided reporting to stakeholders, steering committees, and internal teams
Implemented escalation management
Documented using SharePoint
Budget between €150,000 and €1,300,000
Team size varied from 5 to 25 FTEs

Apr 2016 - Jan 2017

10 months

Germany

Substream Lead

T-Systems

ThyssenKrupp infrastructure/network setup and consolidation, coordination and structuring of the network management substream based on Prince2
Set up transition management according to Prince2
Created project plan with MS Project for a carve-out project
Resource planning
DNS/DHCP/Firewall/LAN/WAN
Set up and implemented SIAM
Security adjustments and new setup
Adjusted IT infrastructure
Staff leadership, reorganized the IT team, selected staff based on skills
End-user computing in a network context
Transition project for managed file transfer, managed printer and print server
Communication with CIO and, if needed, management/executive board
Reporting of individual processes and tasks to the CIO
Migration of SAP modules
Set up and managed tests/smoke tests
Monitoring of individual processes and tasks
Negotiations with suppliers, providers/vendors
Budget: €500,000
Team: 25 FTE

Nov 2015 - Mar 2016

5 months

Germany

Interim Service Manager

Schunk

Coordination and structuring of service management based on the ITIL framework, ServiceNow expert/architect
Revamp and restructuring of service management
Incident, problem, change and demand management, demand request handling
CMDB structuring and analysis
Handled various processes based on ITIL v3.0, implemented several additional processes
Set up and implemented SIAM
Invoice review, demand request handling
Resource planning
Adapted IT infrastructure to modern requirements
Staff leadership, reorganized the IT team, selected staff based on skills
Communication with CIO and, if needed, management/executive board
Reporting of individual processes and tasks to the CIO
Monitoring of individual processes and tasks
Negotiations with suppliers, providers/vendors, user help desk
Team: 25 employees

Jul 2015 - Dec 2015

6 months

France

Move Manager

Allianz

Coordination of the move and data center migration from Milan to Frankfurt and Paris (Germany, Italy, France), project management based on Prince2
Transformation management and project setup according to Prince2
Set up and managed schedule and budget
International leadership and communication with the affected countries
Data center migration from Milan to Frankfurt
Definition of the T-minus plan
Runbook setup
System design of the systems to be moved
Coordination of the move for Apache, Cisco, MS SQL versions, Oracle versions, UNIX derivatives (RedHat, Linux, etc.)
Escalation management
Project monitoring
Project reporting
Team: 5 employees

May 2015 - Aug 2015

4 months

India

Rollout Manager

Volkswagen Financial Services

Preparation and execution of the global rollout based on Prince2, coordination of global rollout management in Wolfsburg, Braunschweig, Seoul (Korea), Singapore, Detroit (USA), Dallas (USA), Cape Town (South Africa), Sao Paulo (Brazil), India, etc.
Client-based authentication 802.1X, IAM
Transition management setup according to Prince2, defined work packages
Created project plan baseline
Worked on work packages
Definition of the global service infrastructure
International leadership and communication with the respective countries
Prepared the site survey
Prepared the rollout
Set up, managed, and executed IAM and smoke tests
Set up and implemented SIAM
Monitored and reported the subproject
Defined escalation management
Controlled the project progress
Documented the project
Created reports

Feb 2015 - Mar 2015

2 months

Munich, Germany

Release Manager

Stadtwerke München

Service management activities
Coordination between requirements management, development management and test environment, based on ITIL
Worked with Omnitracker
Used SAP
ITIL processes
Coordination of results
Reporting and monitoring

Oct 2014 - Nov 2014

2 months

Bonn, Germany

Consulting Assignment

Postbank Bonn

Analyze demand and stakeholder management in the Demand Management department at Postbank
Analyze the IT demand process
Analyze the tool landscape
Evaluate the results
Report to management
Budget €50,000
Team of 7

Jun 2014 - Dec 2014

7 months

Bern, Switzerland

Project Manager

Swisscom

Prepare enterprise cloud stakeholder portfolio management at Swisscom, based on Scrum
Set up transformation management of the project using PRINCE2, define work packages
Created the project plan baseline
Work on the work packages
Report to management on enterprise cloud (hybrid cloud, private cloud, public cloud)
System design
Control project progress
Document the project
Create reports
Monitor the project
Budget CHF 2.0 million
Team of 10 FTE

Mar 2014 - Aug 2014

6 months

Germany

Process Consultant

SAP AG

Design ITIL-oriented processes for cloud projects
Process design for cloud computing
ITIL process design and implementation
Adapt SAP structure to the new ITIL process landscape
Integrate internal operations team with the customer’s operations team
Document process design
Team size of 10

Jul 2013 - Aug 2013

2 months

Germany

ITIL-based Implementation Project Manager

NCR GmbH

Set up the project according to ITIL v3.0
Define and implement main processes: incident, problem, change, service request, asset
Monitor with SMARTS
Document with SharePoint
Set up Cisco collaboration
Monitor the project
Report to the client
Team of 10

Jul 2012 - Sep 2013

1 year 3 months

Germany

Program Manager/Director

EON

Transition, transformation, outsourcing, and migration project with provider management in France and Germany, based on PRINCE2
Transformation management, program manager based on PRINCE2
Stakeholder communication for all providers/vendors
Data centre migration from Paris, France to Hanover
Create data centre migration concept
Create and manage project definition
Lead and communicate internationally with the involved countries
Stakeholder management
Integration and end-user enablement
Establish change management
Implement and manage SIAM
Set up and perform project monitoring
Implement the managed data centre project (UNIX, Windows XP, Windows 7)
Implement the managed workplace project (Windows XP, Windows 7)
Implemented WAN MPLS and LAN concept
Manage ICT (Active Directory, DNS, DHCP, security, LDAP, client/server technology, firewall, Citrix, etc.)
Managed workplace/desktop configuration, setup, define lifecycle process flow, etc.
Managed file transfer, managed printers and servers
Report project status (stakeholder-specific, steering committees, internal)
System design
ITIL process design and implementation
Implemented escalation management
Implemented manager-on-duty
Established user help desk/service desk and created documentation
Outsourced parts of service management (nearshore, offshore)
Change management with CAB, change impact analysis
Set up end-user communication
Document with SharePoint
Budget approx. €2.5 million
Team size of approx. 20

Feb 2012 - Aug 2012

7 months

Poland

On-site

Rollout Coordinator

DB Systel

Rollout coordinator for on-site service setup in Poland, Italy, Switzerland, France, Germany
Transformation management based on Prince2
Set up project structure with MS Project
Implemented WAN MPLS and LAN concept
Set up on-site services
International leadership and communication with the respective countries
ICT control (Active Directory, DNS, security, LDAP, client/server technology, firewall, Citrix, DHCP etc.)
Set up and managed SIAM
Designed and implemented ITIL processes, designed and implemented escalation management, defined and implemented manager on duty
Set up end-user communication
Project reporting
Set up monitoring
Documentation with SharePoint
Budget approx. €1.5M
Team size approx. 10 FTE

Jan 2012 - Mar 2012

3 months

Germany

As-is analysis and target concept for LAN and WAN

Fritz Winter GmbH & CO KG

As-is network structure (physical and logical structure)
Spanning Tree, VLAN
IP address structure (IP planning, subnet planning)
Security issues (firewall, DMZ, TACACS, RADIUS)
ITIL process design and implementation
Service concept
UPS (uninterruptible power supply)
Broadband, IPX, Token Ring etc.
Budget approx. €1.0M
Team size approx. 5 FTE

Oct 2011 - Dec 2011

3 months

Romania

Subproject Lead for Outsourcing Project

EON for T-Systems International GmbH

Transformation planning/migration project for E.ON's international WAN, based on Prince2 for the UK, Benelux, Sweden and Denmark, Hungary, Bulgaria, Czech Republic, Romania
Transformation management based on Prince2
Coordination, definition, implementation and documentation of the project structure with MS Project
Create and implement WAN MPLS and LAN concept
Execute migration project
Communication with the respective countries
Management and coordination of providers
Management and coordination of rollout managers
Change management with CAB, change impact analysis
Contract negotiations
Project documentation
Project reporting
Set up end-user communication
Documentation with SharePoint
Set up monitoring
Budget approx. €5M
Team size approx. 50 FTE

Aug 2011 - Oct 2011

3 months

Belgium

Transition Manager and Coach for Project Management

sds Business Service

Transition manager and coach for project management for the individual companies of the Saint-Gobain group (Germany, Netherlands, Belgium, Luxembourg)
Transition management based on Prince2
Inventory of hardware and software assets
Coordination of the service desk for handover
International leadership and communication with the affected countries
Definition and setup of ITIL processes
Set up and managed SIAM
Change management with CAB, change impact analysis
Transition from the old structure to the new service desk structure
Implementation of the new user help desk/service desk
Implementation and adaptation of processes for downstream units
Budget approx. €1M
Team size approx. 15 FTE

Feb 2011 - May 2011

4 months

France

Bid Manager

T-Systems France

Coordination of proposal creation for Novelis
Proposal for setting up a data center (spread across Frankfurt, Houston USA, Singapore)
Resource management
Planned service desk availability across 3 time zones, 365x7x24
Data center services (LAN, SQL databases, Citrix, security, Active Directory, DNS etc.)
Planning data migration to the new data center
Set up planning for managed workplace
Set up communication with the respective countries
Adjust network services (WAN MPLS and LAN) outside and inside the data centers
Implement computing services into the new structure
Calculated user help desk costs
Project reporting with MS Project
Monitoring based on Business Objects
Budget approx. €4.5M
Team size approx. 8 FTE

Nov 2010 - Jun 2011

8 months

Germany

Subproject Lead for Developing an Operations Concept

Nokia Siemens Network

Coordination, definition, implementation, and documentation of operational processes
Development of process design based on ITIL V3.0
Change management with CAB, change impact analysis
Set up and implemented SIAM
User help desk/service desk incident and problem management
Integration of trouble ticket systems
IPLS, MPLS, IP-based, etc.
Budget approx. €300k
Team size approx. 5 staff

Sep 2010 - Feb 2011

6 months

South Africa

Project Manager for Implementing WAN Structures

MAN AG

MAN carve-out Volkswagen Trucks & Buses for Brazil, Germany, South Africa, India
Transformation management based on Prince2
Project based on carve-out concept, separation of workplaces (MAN, Volkswagen)
Project planning using MS Project
Set up communication with the respective countries
Coordination, definition, implementation, and documentation of project processes
Execution of the carve-out based on the existing infrastructure with necessary enhancements to achieve strict network separation
Definition, structuring, and execution of work packages: WAN MPLS, LAN, Citrix, firewall, security, managed workplace, managed file transfer, managed printer, and server
Conducted due diligence
Documentation using SharePoint
Project reporting and monitoring
Budget approx. €1M
Team size approx. 20 staff

Feb 2010 - Sep 2010

8 months

Berlin, Germany

Program Management/Director

KPMG

Transition from London to Berlin based on Prince2
Coordination, definition, and execution of work packages using MS Project
Migration concept, transition, and transformation management for risk management, solution architecture, financial management, etc.
Project due diligence review
Established communication with the respective countries
Controlled the project according to the work packages
Resource management of personnel to be deployed
Definition of data center services with execution of data migration to the new target environment
International leadership and communication with affected countries (Germany, United Kingdom)
Structuring, execution, and implementation of work packages: storage and backup, platform services, application services, internet access, Active Directory, SharePoint, Citrix, file and print services, firewall
Network services connection (LAN and WAN MPLS) in the data center
Implementation of computing services (Citrix-based) in the new data center
Migration of databases to the new data center
Set up user help desk/service desk according to target architecture, 24x7x365 in Germany
SAP transition, implementing new version in parallel with restructuring to the new data center
ITIL documentation, implementation, and commissioning
Change management with CAB, change impact analysis
Service desk with incident and problem management
Set up and implemented SIAM
Managed file transfer, managed printer, and server
Project reporting (various stakeholders, steering committee, internal, etc.)
Documentation using SharePoint
Project monitoring
Offshoring of partial services (India)
Budget approx. €45M
Team size approx. 100 staff

Jul 2009 - Apr 2010

10 months

Munich, Germany

Project Manager and Coach for Project Management

MAN AG

Transition and transformation management in ICT for Brazil, Germany, USA, Canada, South Africa, India
Transition management based on Prince2
Project planning and structuring with MS Project
Develop and implement migration concept
International leadership and communication with the affected countries
Definition of work packages
Project due diligence review
Definition, implementation, and documentation of project processes
Management of work package execution (data center, databases, Citrix, LAN, WAN MPLS, etc.)
Set up and implemented SIAM
Negotiation of acceptance with the end customer
ITIL documentation and implementation
Set up a user help desk/service desk focusing on incident and problem management
Managed workplaces transformation
Change management with CAB, change impact analysis
Documentation using SharePoint
Project reporting
Set up monitoring
Budget approx. €1M–€5M
Team size approx. 20 staff

Aug 2008 - Jun 2009

11 months

Germany

Project Manager and Coach in Project Management

MAN IT Services GmbH

Migration, transition, and transformation management in ICT for Brazil, Germany, USA, Canada, South Africa
Transition management based on Prince2
Project planning and structuring with MS Project
Definition of work packages
International leadership and communication with the affected countries
Definition, implementation, and documentation of project processes
Project due diligence
Management of work package execution (data center, databases, Citrix, LAN, WAN MPLS, etc.)
ITIL documentation and implementation
Transformation manager for managed workplaces
Built user help desk/service desk specifically for incident and problem management
Set up and managed SIAM
Change management with CAB, change impact analysis
Negotiation of acceptance with the end customer, reporting
Documentation using SharePoint
Project monitoring
Budget approx. €1M
Team size approx. 20 staff

Dec 2007 - Sep 2009

1 year 10 months

Wolfsburg, Germany

Interim Manager - Establishing Service Management Worldwide

Volkswagen AG

Established service management worldwide (Germany, Italy, France, Poland, Russia, Czechoslovakia, Hungary, United Kingdom, Spain, Portugal, USA, Mexico, Brazil, Argentina, China, Singapore, Malaysia, Korea, Japan, South Africa, India, Australia, New Zealand)
Conducted transition management based on Prince2
Set up project structure using MS Project, executed the project based on defined work packages
Led and communicated internationally with each country
Coordinated, defined, implemented, and documented operational processes internationally based on ITIL V2.0/V3.0
Established 24/7 service desk operations in Singapore, coordinated with German service desk and integrated into the overall concept using Remedy
Created and implemented WAN MPLS and LAN concepts, liaising with India, Singapore, Germany, USA, and South Africa
Set up and implemented SIAM
Managed file transfer (FTP)
Managed print server
Implemented escalation management
Implemented Manager on Duty
Introduced a service management tool
Handled change management with CAB and change impact analysis
Negotiated with suppliers and managed contract negotiations
Implemented operational processes per country and conducted training in each country
Managed operations, service desk setup, service management, escalations, and steered change, problem, and incident processes
Produced project reporting
Set up user help desk nearshore (Hungary, Romania, Slovakia) for parts of the service desk (3rd level support)
Established offshore user help desk (India) for parts of the service structure
Documented using SharePoint
Set up project monitoring
Managed a budget of approx. €10M
Led a team of approx. 35 employees

Nov 2007 - Feb 2008

4 months

Switzerland

Project Support for TOTAL VSAT WAN

T-Systems France

Provided project support for TOTAL VSAT WAN in France and Switzerland
Coordinated, defined, implemented, and documented the project structure with MS Project
Coordinated, defined, implemented, and documented operational processes based on ITIL V2.0, and created an operating concept
Implemented escalation management
Implemented Manager on Duty
Conducted supplier negotiations
Managed project reporting and monitoring

Feb 2007 - Feb 2008

1 year 1 month

Germany

Project Manager for Airbus Asia WAN

Airbus Industries

Managed the Airbus Asia WAN project (China, France, Germany), connecting 20 sites in China to Airbus worldwide network in Toulouse and Hamburg
Conducted transition management based on Prince2
Defined project work packages
Implemented project structure using MS Project
Coordinated, defined, implemented, and documented processes and services
Led and communicated internationally with respective countries (China, India, Germany, France)
Coordinated the WAN MPLS concept based on the blueprint requirements
Implemented the WAN MPLS concept according to the blueprint specifications
Established a 24/7 service desk in China, including Manager on Duty
Documented and implemented incident, problem, and change management
Set up and implemented SIAM
Implemented escalation management
Implemented Manager on Duty
Coordinated operational units
Managed reporting
Monitored the project
Managed a budget of approx. €25M
Led a team of approx. 35 employees

Dec 2006 - Oct 2008

1 year 11 months

Munich, Germany

Subproject Manager for Siemens Shared IT Services

Siemens IT Solutions and Services

Subproject manager for Siemens Shared IT Services in Munich, Germany, the Netherlands, the United Kingdom, and Switzerland
Managed transformation for shared service integration
Managed the project at the acceptance manager level
Planned and managed the transformation project using MS Project
Led and communicated internationally with respective countries
Coordinated, defined, implemented, and documented the processes
Structured work packages for LAN, WAN MPLS, RAS (Remote Access Service), and INAC (Internet Access)
Set up and implemented SIAM
Managed file transfer and print server
Defined, implemented, and documented services and processes
Provided interim management until operational handover
Coordinated operational units
Managed project reporting and monitoring
Managed a budget of approx. €35M
Led a team of approx. 50 employees

Sep 2006 - Mar 2007

7 months

Munich, Germany

Project Manager for Implementing a Planning Tool

O2

Managed the implementation of a planning tool for expanding mobile network operations
Conducted transition management based on Prince2
Planned and managed the project
Conducted supplier negotiations with result accountability
Directed product selection
Deployed to a test environment
Selected and implemented the chosen product
Coordinated operational units
Managed project reporting and monitoring
Managed a budget of approx. €0.5M
Led a team of approx. 3 employees

Sep 2004 - Aug 2006

2 years

Various Projects

T-Systems International GmbH

Various projects for Siemens AG, EADS, Eurofighter, Airbus, Allianz, Europcar
Transition management, transformation management based on Prince2
Set up project structure with MS Project
Operations concepts, workflow design
Support as service manager for the Global User Help Desk
Coordination, definition, implementation and documentation of operations processes, internationally based on ITIL V2.0 and V3.0, established escalation management, established manager on duty, established application operations
Set up and implemented SIAM
Change management with CAB
Change impact analysis
Technical basics: Frame Relay, ISDN, Cisco, Nortel, MPLS network, IP-based
Project reporting to different stakeholders
Project monitoring

Apr 2004 - Mar 2005

1 year

Germany

Subproject Lead for Product Management Support

T-Systems International GmbH

Support of product management for MPLS/IPLS products

Nov 2003 - Apr 2004

6 months

Herzogenaurach, Germany

Project Manager for New Workstation Rollout

Adidas

Rollout of new workstations in Germany, France, USA

Jul 2002 - Nov 2003

1 year 5 months

France

Subproject Lead for Operations Preparation

Europcar

Operations preparation in Germany, France, Spain, Italy, Portugal, United Kingdom

Jul 2002 - Jun 2003

1 year

Austria

Project Manager for Connecting New Banks

IT-Austria

Connecting new banks based on WAN MPLS and LAN

Jul 2002 - Oct 2002

4 months

Germany

Subproject Lead for Setting Up a Service Desk

Deutsche Bank

Setting up a service desk

Dec 2001 - Jun 2002

7 months

Italy

Subproject Lead for WAN MPLS and LAN Network Integration

Siemens AG

WAN MPLS and LAN network integration in Italy

May 2001 - Jul 2001

3 months

Germany

Project Lead for System and Network Analysis

Drechselmayer Kabelsysteme

System and network analysis

Jan 2001 - Dec 2001

1 year

Switzerland

Subproject Lead

Hypovereinsbank

Subproject lead for the encryption industry in Germany, Switzerland, and Austria

May 2000 - Aug 2000

4 months

Germany

Project Lead for Connecting to Deutsche Börse

RaboBank Deutschland

Connecting to Deutsche Börse

Mar 2000 - Dec 2000

10 months

Hanover, Germany

Project Manager and Coach in Project Management

Berufsgenossenschaft Bau

Restructuring of the LAN network

May 1999 - Jan 2001

1 year 9 months

Menden, Germany

Project Management for Year 2000 Conversion

Kabelmetall Menden

Year 2000 conversion of a production control system

Apr 1998 - May 2000

2 years 2 months

Libyan Arab Jamahiriya (Libya)

Consultant for Network Implementation and Data Center Expansion

Veba Oil & Gas Operations Libya

Consulting on network implementation and data center expansion

May 1997 - Mar 2000

2 years 11 months

Munich, Germany

Subproject Manager for a New WAN MPLS Environment

Hypovereinsbank

Subproject manager for a new WAN MPLS environment/migration project

Jan 1989 - Dec 1997

9 years

Lecturer/Trainer

Digital Equipment

Lecturer/Trainer Programming
Lecturer/Trainer Operating System
Lecturer/Trainer WAN and LAN Technology

Skills

Project Management According To Prince 2
Program Manager
Test Manager
Transition Manager
Transformation Manager
Operating Target Model
International Leadership (E.g. Germany, China, India, Singapore, France, United Kingdom, Italy, Russia, Usa, Mexico, Brazil, Argentina, Paraguay Etc.)
Service Management According To Itil
Process Management Based On Itil
Stakeholder Management
Solution Analysis
Presentation Skills
Analytical Thinking
Goal Orientation
Team Player
Test Manager
Change Management
User Onboarding/enablement
Interdisciplinary And Independent Working Style
High Social Skills
Operating Systems (Unix, Ms-windows, Openvms)
Hardware (Cisco, Ibm, Motorola, Nortel, Hewlett Packard, Etc.)
Networks (Lan/wan, Tcp/ip, Decnet, Terminal Server) And Telecommunications (Mpls, Voip, Frame Relay, Atm)
Databases (Oracle, Rdb, Ms Access)
Cloud Infrastructure, Business Integration, Public Cloud, Private Cloud, Hybrid Cloud, Enterprise Cloud
Itsm, Remedy
Servicenow (Itsm, Itom, Spm, Csdm)
Managed File Transfer
Managed Printer And Print Server
Sharepoint
Citrix, Active Directory, Dns, Dhcp
Security, Security Concepts
Back-office Applications Ms Office, Ms Project, Ms Visio, Ms Excel, Ms Word, Ms Access, Jira, Jira Xray, Bi, Confluence, Azure Devops, Ms Dynamics, Kanban, Process Modeling
Programming In Office Applications
Itil V4 (Not Certified) As Working Basis, Self-study
Itil V3 (Not Certified) As Working Basis, Self-study
Prince2 (Not Certified) As Working Basis, Self-study
Scrum Master (Not Certified) As Working Basis, Self-study
Program Management, Project Management And Rollout Management In Ict, Telecommunications, Operations Processes
Interim Management In Service Management For Ict, Data Center Operations, User Help Desk/service Desk, Delivery Management
Operation Manuals Created Based On Itil Best Practices, Definition, Implementation And Documentation Of Operational Processes And Operations Preparation According To The Standard Of Itil Processes V3.0/v4.0 Best Practices, Change Management, Incident Management, Problem Management, Process Documentation And Application Operations
Escalation Management Defined And Implemented
Manager On Duty Established
Test Manager
Sap Structural Knowledge As Project Leader
Build Service Desk, User Help Desk
Transition And Transformation Of Workplaces/end User Computing
Requirements Management, Demand Management
Reporting Based On Infovista And Business Objects Etc.
Contract Management
Coaching In Project Management And Program Management
Prepare And Deliver Presentations, Lessons Learned
Scheduling And Automation
Automotive Supplier, Automotive, Banking, Electrical/electronics Industry, Manufacturing Industry, Oil And Gas Industry, It Services, Mechanical Engineering, Hardware/software Vendors, Insurance