Recommended expert

Ulf Schüre

Service Manager

Ulf Schüre
Bad Pyrmont, Germany

Experience

Mar 2025 - Present
11 months

Availability Manager

FI-TS

  • Central point of contact for questions about the availability of products and services, issues, and availability of delivered services in close ITSM collaboration with sales and service management, including order management
  • Independent and responsible management of assigned customers
  • Delivery of agreed reports for operational service delivery (e.g., availability) (KPIs)
  • Conducting contractually agreed operational meetings with the customer focusing on current incidents, problems, changes, incident management service orders, requested statements, and workforce planning to resolve the customer situation (workforce management)
  • Continuous monitoring of SLA-relevant services and IT problem management components, coordinating deviations in monitored values with the respective departments
  • Monitoring and evaluating agreed SLA availabilities and ongoing payment transactions
  • Optimizing procedures and processes to ensure and restore availability
  • Monitoring and evaluating agreed capacities (capacity management)
  • Follow-up on major problems, root cause analysis, and tracking actions within problem management
  • Planning and conducting contractually agreed emergency drills to verify the effectiveness of contingency measures (BCM/ITSCM) and follow-up of the results
Jan 2024 - Feb 2025
1 year 2 months
Würzburg, Germany

Service Manager

TransnetBW/Südlink/LINK Digital

  • Coordination of all externally provided services for infrastructure projects
  • Managing optimal availability of IT services
  • Workload and capacity planning of required personnel (workforce management, release planning, user stories)
  • Responsibility for IT support and IT service organization
  • Supporting project management
  • Designing and implementing support and service standards according to ITIL
  • Coordinating and managing service providers, including contract matters and process development
  • Responsible for service management (problem management, incident management, service request management, change management, patch management) with 46 applications and M365/Azure Cloud + on-prem
  • Risk analysis for Websphere Application Server
  • Creating various proof-of-concepts in the ITSM area (e.g., ITSM tool selection)
  • Support for tenders
  • Planning and documenting ITSCM (IT Service Continuity Management) as part of BCM (Business Continuity Management)
  • Tracking and reporting on service level agreements (SLAs)
Oct 2023 - Dec 2023
3 months

Consultant ITIL Processes ITSM

Finanz Informatik

  • Reviewing and improving concepts and processes
  • Reviewing compliance with regulatory requirements (BAIT/MaRisk/KWG)
  • Establishing a service level management line for individual customer business
May 2023 - Aug 2023
4 months

Service Manager

Fondsdepotbank

  • Defining processes for incident management, problem management, and change management
  • Order management (intake, coordination, escalation, change)
  • Setting up knowledge management
  • Creating a service catalog
  • Aligning with stakeholders
  • Process documentation
  • Supporting the implementation of processes in ServiceNow
  • Analysis of findings from MaRisk and BAIT, white spot analysis, planning countermeasures
  • Workstream lead for IT operations including workforce management
  • Coordinating IT service delivery and availability
Oct 2022 - May 2023
8 months

Project Manager ITSM

Kiekert AG

  • Analyzing, optimizing, and further developing IT service management processes: problem management, incident management, and change management
  • Workforce management (resources, capacity, workload)
  • Developing SLAs and KPIs (service level management and metrics with corresponding reporting)
  • Service provider management
  • Building a service catalog
  • ITSM tool selection
Feb 2021 - Oct 2022
1 year 9 months

Senior Change Manager

FI-TS

  • Support in the area of operation planning / service management
  • Responsible senior change manager in a multi-tenant environment
  • Coordination and order management
  • Leading the CABs of various clients as well as internal CABs
  • Release planning and order management, quality assurance
  • Resource planning, process design, optimization measures
Oct 2020 - Jul 2021
10 months
Hamburg, Germany

Teamlead Application Support

Marquard and Bahls

  • Leadership tasks and workforce management
  • Review IT governance/ITSM concept
  • OKR, requirements analysis, gap analysis
  • Creating support concepts and documentation
  • Organizing and supporting the implementation of the key user concept
  • Planning and conducting requirements analyses
  • Incident handling with the in-house IT service management tool (HEAT)
  • Creating and evaluating performance metrics (KPIs) to optimize services
  • Planning and creating standardized application platforms
  • Expanding and maintaining knowledge management
  • Supporting 1st and 2nd level support users of global trading and tank storage administration systems
  • Interface between management and solution experts
  • Quality controls
  • Planning and supporting software rollouts (release management)
  • Managing and controlling external suppliers (provider management)
Nov 2019 - Jul 2020
9 months
Bad Homburg, Germany

Lead Consultant Servicemanagement/IT-Operations

Deutsche Leasing

  • Coordinator and contact person for all aspects of IT operations
  • Managing all topics for the service delivery of the defined processes
  • Analyzing and defining future service capacities (capacity management) for production operations
  • Identifying availability requirements and creating/adapting the availability plan
  • Creating rollout planning in collaboration with release management
  • Planning release packages and supporting deployments
  • Requirements regarding business continuity & disaster recovery
  • Supporting change management regarding compliance with acceptance criteria for operations handovers
  • Supporting the definition and creation of SLAs, analysis and evaluation of SLA & KPI reports from external service providers
  • Moderating, documenting and monitoring the implementation/planning of all processes according to ITIL v3
Jul 2019 - Dec 2019
6 months
Düsseldorf, Germany

Projectmanager Security Operations Centre

ERGO Versicherung

  • Project management / sub-project management of various small projects in the SIEM/SOC environment
  • Review of application cases / use cases
  • Provider management
  • Monitoring audits and implementing measures
  • Incident management, change management, asset management
  • Creating as-is analyses and concepts
  • Analyzing incidents involving unauthorized access by non-privileged accounts
  • Creating a development plan for the database and admin hub, as well as development documentation
Jan 2019 - Jun 2019
6 months
Berlin, Germany

Application Manager / Service Manager

KfW

  • "Run the bank" for the SWIFT application: incident, change, problem, release management
  • Event monitoring of the application landscape and deriving measures
  • Monitoring the operation and functionality of applications including hardware and middleware components
  • Checking error-free batch processing and online operations
  • Analyzing and resolving events before incidents occur
  • Process-compliant documentation of work results
  • Rollout planning, release planning and definition of smoke tests
  • Handling incoming requests and inquiries (request fulfillment)
  • Creating, reviewing and maintaining documentation (operation manuals, IT security concepts, authorization concepts)
  • Optimizing operational processes including automation scripts
  • Conducting emergency drills (ITSCM, BCM)
  • Planning and performing maintenance activities (patch management)
Jul 2018 - Jan 2019
7 months
Hanover, Germany

Service Manager

TUI InfoTec

  • Creating a concept for incident management at TUI in Remedy to harmonize the system for TUI UK&I and TUI InfoTec
  • Conducting an as-is analysis of existing incident processes
  • Developing a concept to harmonize the processes in Remedy, taking into account TUI-specific adjustments
  • Generating reports for error analysis and resolution
  • Recording, categorizing, and prioritizing incidents
  • Preparing reports for service level management and TUI UK&I
  • Performing traditional service management in a multinational corporation
  • Checking SLAs and KPIs, and moderating critical situations
  • Managing change and providers
Sep 2017 - Sep 2018
1 year 1 month
Hanover, Germany

Application Manager UNIX

Finanzinformatik

  • Supporting the test center for individual UNIX customers
Jan 2017 - Jul 2017
7 months
Münster, Germany

Consultant

LVM Münster

  • Analyzing and implementing monitoring requirements
  • Programming system metric monitors based on Perl, Python, Shell, etc.
  • Customizing and implementing ITM agents for required platforms
  • Ensuring availability of the ITM monitoring infrastructure
  • Supporting the upgrade of the ITM infrastructure
May 2016 - Jan 2017
9 months
Frankfurt, Germany

Application Manager

Commerzbank AG

  • Supporting application operations for portals and content management systems
  • Managing changes, problems, and incidents
  • Providing second-level application support
  • Monitoring, automating, and reporting
  • Implementing changes and service requests
  • Preparing and coordinating production launches of content management systems
  • Developing and implementing optimization measures for application operations (automation, monitoring tools, scripts, reports)
  • Actively managing capacity, maintaining, and continuously optimizing the infrastructure platform
  • Participating in on-call rotations and special assignments
Jul 2013 - Apr 2016
2 years 10 months
Frankfurt, Germany

Service Manager, Incident-, Problem-, Change Manager

Deutsche Bundesbank

  • Managing incidents in z/OS, batch, client/server (AIX, Linux, Windows), networks, SAN, and SWIFT (FileAct/Interact/FIN)
  • Creating and handling tickets (incidents, problems, and service requests) in BMC Remedy, following ITIL v3
  • Advising connected national central banks
  • Troubleshooting TARGET2 and TARGET2 Securities
  • Analyzing payment instructions (ISO15022 and ISO20022)
  • Monitoring and analyzing metric streams with IBM Tivoli
  • Troubleshooting the 4CB network (Juniper, Cisco, TCP/IP)
Jul 2012 - Jun 2013
1 year
Frankfurt, Germany

Incident Manager

Deutsche Bundesbank

  • Operational support in the technical support team
  • Incident management for z/OS, batch, C/S
  • Creation and processing of tickets in Remedy (Domestic and T2)
  • Advising the connected national banks
  • Troubleshooting in TARGET2 (WebSphere, MQ, Java, certificates, Windows)
  • Analysis and technical preparations for TARGET2 securities
  • Troubleshooting in the 3CB network
  • Last level support for AIX, P790, NMC, SWIFT/SAA/SAG, 3CB, TSSP, T2S, Juniper, Cisco
  • Preparing internal training for ITCAM, ITM6, Netcool and TBSM
Dec 2008 - Mar 2010
1 year 4 months

Incident Manager

Deutsche Bundesbank

  • Operational support in the technical support team
  • Advising the connected national banks
  • Extending ITM 6.2 and TEC
  • Connecting TWS to ITM
  • Operating NMC, TAM, TDS, LDAP, PDWebSeal on Solaris/Oracle
  • Last level support for AIX, P590, NMC, SWIFT (FileAct/Interact/FIN)/SAA/SAG, 3CB, TSSP, T2S, Juniper, Cisco
  • Developing ITCAM WebSphere transactions
  • Conducting ITCAM training courses

Summary

Ulf Schüre is an experienced IT Service Manager with a solid technical background and a proven track record in numerous projects. He is an expert at analyzing processes and optimizing them sustainably.

With excellent communication skills, he engages confidently and persuasively with management and stakeholders. Even in exceptional situations, Ulf keeps his cool and acts thoughtfully. Managing service providers and comprehensive personal data reporting are part of his daily business and demonstrate his thoroughness.

As a team-oriented professional with leadership experience, he combines pragmatic action with a strategic view of processes.

His proactive problem-solving approach and commitment to continuous improvement enable him to develop and implement strategic IT solutions that align perfectly with business requirements, ensuring both operational efficiency and the highest service quality.

Languages

German
Native
English
Advanced

Certifications & licenses

ITIL V4 Foundation

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