Ulf S. - Service Manager

Go to Website

Bad Pyrmont, Germany

Experience

Mar 2025 - Present

7 months

Availability Manager

FI-TS

Central point of contact for questions about product and service availability, issues and availability of delivered services, working closely with sales and service management in an ITSM context, including order management
Independent and self-directed support of assigned customers
Delivery of agreed reports on operational service delivery (e.g., availabilities) (KPIs)
Conducting contractually agreed operational meetings with the customer, focusing on current incidents, problems, changes, incident management operational tasks, requested statements, and workforce planning to resolve the customer situation (workforce management)
Continuous monitoring of SLA-relevant services and IT problem management components, coordinating any deviations in monitoring metrics with the specialist departments
Monitoring and evaluating agreed SLA availabilities and ongoing payment transactions
Optimizing procedures and processes to secure and restore availability
Monitoring and evaluating agreed capacities (capacity management)
Follow-up of major problems, root cause analysis and tracking actions within the problem management framework
Planning and conducting contractually agreed emergency exercises to test the effectiveness of contingency measures (BCM/ITSCM) and reviewing the results

Jan 2024 - Feb 2025

1 year 2 months

Würzburg, Germany

Service Manager

TransnetBW/Südlink/LINK Digital

Coordination of all externally delivered services for infrastructure projects
Managing the optimal availability of IT services
Workload and capacity planning of required personnel (workforce management, release planning, user stories)
Responsibility for the IT support and IT service organization
Supporting project management
Design and implementation of support and service standards based on ITIL
Coordination and management of 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 ITSM (e.g., ITSM tool selection)
Support with tenders
Planning and documentation of 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 in terms of regulatory requirements (BAIT/MaRisk/KWG)
Establishing a service level management line for individual customer operations

May 2023 - Aug 2023

4 months

Service Manager

Fondsdepotbank

Definition of processes: incident management, problem management, change management
Order management (acceptance, coordination, escalation, change)
Building knowledge management
Building a service catalog
Coordination with stakeholders
Process documentation
Support in implementing the processes in ServiceNow
Analysis of insights from MaRisk and BAIT, white spot analysis, and planning of countermeasures
Workstream lead for IT operations, including workforce management
Coordination of IT service delivery and availability

Oct 2022 - May 2023

8 months

Project Manager ITSM

Kiekert AG

Analysis, optimization and further development of IT service management processes: problem management, incident management and change management
Workforce management (resources, capacity, workload)
Development of 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 CABs for various customers 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

Team Lead Application Support

Marquard and Bahls

Leadership tasks and workforce management
Reviewing IT governance/ITSM concepts
OKRs, requirements analysis, gap analysis
Creating support concepts and documentation
Organizing and supporting the implementation of the key user concept
Planning and conducting needs assessments
Incident handling with the in-house IT service management tool (HEAT)
Creating and analyzing performance metrics (KPIs) to optimize services
Planning and building 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 control
Planning and support for software rollouts (release management)
Managing and overseeing external suppliers (provider management)

Nov 2019 - Jul 2020

9 months

Bad Homburg, Germany

Lead Consultant Service Management/IT Operations

Deutsche Leasing

Coordinator and point of contact for all aspects of IT operations
Managing all topics for delivering the defined service processes
Analyzing and defining future service capacities (capacity management) for production operations
Identifying availability requirements and creating/adapting the availability plan
Developing the rollout plan in collaboration with release management
Planning release packages and supporting deployments
Guidelines for business continuity & disaster recovery
Supporting change management in meeting acceptance criteria for transitions to operations
Assisting in defining and creating SLAs, analyzing and reviewing SLA & KPI reports from external providers
Facilitating, documenting, and monitoring the implementation and planning of all processes according to ITIL v3

Jul 2019 - Dec 2019

6 months

Düsseldorf, Germany

Project Manager Security Operations Centre

ERGO Versicherung

Project management / subproject management of various small projects in the SIEM/SOC environment
Reviewing application cases / use cases
Provider management
Monitoring audits and implementing measures
Incident management, change management, asset management
Creating as-is analyses and concepts
Analyzing recorded incidents related to unauthorized access by non-privileged accounts
Developing an upgrade plan for the database and admin hub, including 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 actions
Monitoring operations and functionality of applications, including hardware and middleware components
Checking error-free batch processing and online operations
Analyzing and resolving events before incidents occur
Documenting work results in compliance with processes
Planning rollouts, releases, and defining smoke tests
Handling incoming orders and requests (request fulfillment)
Creating, reviewing, and maintaining documentation (operation manuals, IT security concepts, authorization concepts)
Optimizing operational procedures, including automation scripts
Conducting emergency drills (ITSCM, BCM)
Planning and executing maintenance activities (patch management)

Jul 2018 - Jan 2019

7 months

Hanover, Germany

Service Manager

TUI InfoTec

Developing a concept for Incident Management at TUI in Remedy to harmonize the system for TUI UK&I and TUI InfoTec
As-Is analysis of existing incident processes
Concept to align processes in Remedy, considering TUI-specific customizations
Creating reports for error analysis and resolution
Recording, categorizing, and prioritizing incidents
Preparing reports for Service Level Management and TUI UK&I
Traditional service management in a multinational company
Checking SLAs and KPIs, moderating critical situations
Change management and provider management

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 monitored system metrics using Perl, Python, Shell, etc.
Adapting and deploying ITM agents for required platforms
Ensuring the 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
Change management, problem management, incident management
Level 2 application support
Monitoring, automation, 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)
Active capacity management, maintenance, and ongoing optimization of the infrastructure platform
Participating in on-call duty and special deployments

Jul 2013 - Apr 2016

2 years 10 months

Frankfurt, Germany

Service Manager, Incident, Problem and Change Manager

Deutsche Bundesbank

Incident management in z/OS, batch, client/server (AIX, Linux, Windows), networks, SAN, SWIFT (FileAct/Interact/FIN)
Creating and handling tickets (incidents, problems, and service requests) with BMC Remedy according to ITIL v3
Advising the connected national central banks
Troubleshooting TARGET2 and TARGET2 Securities
Analyzing payment instructions (ISO15022 and ISO20022)
Analyzing metrics streams and monitoring with IBM Tivoli
Troubleshooting in 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 in z/OS, batch, client/server
Creating and processing tickets in Remedy (Domestic and T2)
Advising affiliated 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 affiliated 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 of success in numerous projects. Ulf is an expert at analyzing processes and improving them sustainably.

With strong communication skills, he presents himself confidently and persuasively to management and stakeholders. Even in exceptional situations, Ulf Schüre remains calm and acts thoughtfully. Managing service providers and comprehensive personal data reporting are part of his daily work and show his attention to detail.

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

His proactive approach to problem solving 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.