Interim IT Team Lead / IT Service Manager / IT Project Manager

Main tasks: Change management:

• Handling daily operations
• Process reviews for change management
• Adjusting operating manuals and procedures

Problem management:

• Handling daily operations
• Process reviews for problem management
• Adjusting operating manuals and procedures
• Active troubleshooting (2nd level)

Handover activities:

• Training the future Change and Problem Manager at BCS (permanent position)

Additional tasks:

• Drafting an onboarding document for the job profile “Change and Problem Manager BCS”
• Creating an IT service portfolio for the IT infrastructure & operations team
• Designing a team runbook for the IT infrastructure & operations team
• Reviewing the BCS ITSCM document Used technologies/products: Cisco, Checkpoint, F5, Geni-End-2-End (netcore), check_mk, PRTG, Greenbone, Cisco ESA, seppmail, flowable, docker, JIRA, Confluence, Splunk, megalinter, netwrix, Topdesk (ticketing system) Used methods: ITIL4 change and problem management, CMDB, ADR (Architecture Decision Records), PCI DSS 4.0, ISO 27001 (risk management by protection classes), KRITIS

• Disciplinary responsibility for 30 staff in End User Services, consisting of the IT Incident Management, Lifecycle Deployment and 2nd Level Advanced Support subteams, located in USA, EU and APAC; responsible for 1st and 2nd level support requests from around 3,000 Simon & Kucher employees across over 50 locations in 27 countries worldwide.
• Other key tasks included recruiting, setting up and developing team leads in IT Incident Management, Lifecycle Deployment and 2nd Level Advanced Support, procurement and IT purchasing management, partner and vendor management, IT project and service management, and introducing and updating IT standards and processes.
• KEY ACHIEVEMENTS (ORGANIZATIONAL):
• Restructuring the End User Services area (IT org chart review, recruiting, revising job profiles for HR, creating job descriptions).
• Team lead development (skill building for team leads in IT Incident Management, Lifecycle Deployment and 2nd Level Advanced Support, conducting regular 360° feedback meetings with focus on workload, personal goals, knowledge building and feedback to direct managers).
• Staff development and long-term retention (regular 360° feedback meetings with focus on workload, personal goals, knowledge building and feedback to direct managers).
• Building knowledge and competence management for End User Services (developing and managing budgets for internal, cross-IT-team and external training measures, reviewing the KEDB for content and format).
• Creating a self-developed indicator concept for sustainable performance and resource management in IT Incident Management, Lifecycle Deployment and 2nd Level Advanced Support.
• Creating a service portfolio for IT Incident Management, Lifecycle Deployment and 2nd Level Advanced Support.
• Developing standards and IT processes as a basis for delivering IT services (reviewing and maturity assessment of existing standards, documentation and IT processes including versioning and approval loops).
• Developing a concept for global procurement and purchasing management for all client devices at Simon & Kucher & Partners with partner Bechtle (global pricing agreement, global purchasing portal, logistics and shipping, technical OS and software deployment including lifecycle management for all client devices).
• Defining interface topics and work organization with ITOPS, IT-SEC and HR.
• Interim IT team lead for the USA team (main contact, escalation level).
• KEY ACHIEVEMENTS (TECHNICAL):
• Introduced the new ticketing system “TopDesk” for End User Services (creating, reviewing and testing use cases, gathering input for improvement initiatives at go-live and later releases) – role: stakeholder for End User Services.
• Change management of the existing on-prem deployment platform “Matrix42” (upgrading support agreement to “Premium Support”, planning an update to a manufacturer-supported major version, defining the role as CMDB for all client devices, developing a concept for OS and software deployment for new “coworking space” locations without local IT infrastructure) – role: change manager and architecture consultant for Lifecycle Deployment.
• Introduced “modern deployment 2.0”, based on cloud-supported OS and software distribution for all client devices (creating and reviewing technical requirements considering new logistical challenges in procurement, the new situation with “coworking spaces” without local IT infrastructure and gathering topics for improvement initiatives at go-live and later releases) – role: architecture consultant for Lifecycle Deployment with Autopilot ID.
• Used technologies/products:
• Windows client OS, TopDesk, Matrix42, M365, Autopilot ID deployment (formerly SCCM/Intune)
• Used methods:
• Self-developed indicator concept for sustainable performance and resource management, incident and change management, ITIL4, PRINCE2, service portfolio, support desk, KEDB, Kanban, OKRs, problem management, process reviews, IT purchase management, ticket KPIs

• Responsible for leading the internal IT operations of ILF-Germany and its German branches, with disciplinary responsibility for 10 employees.
• Other key tasks included team training, IT structuring, cost management, managing outsourcing partners, and introducing IT standards.
• KEY ACHIEVEMENTS (ORGANIZATIONAL):
• IT structuring and IT service management based on ITIL4 to make resources and project outcomes more predictable.
• Team development and training to spread responsibilities more widely.
• Cost management and billing of IT services for clients and partners.
• Partner and product management to better define IT strategies.
• Introducing and consolidating IT standards and processes; leading to greater efficiency and fewer errors in delivering IT services.
• Implementing quality controls for the IT service portfolio (4D rule, definition of done, lessons learned, customer approval after delivering IT services).
• Establishing standards for connecting additional ILF branches in Germany (location blueprint, IT hardware and software standards, standardized requirements questionnaire).
• Standardized requirements management (standard questionnaire, IT shop, cost management, project method standards).
• KEY ACHIEVEMENTS (TECHNICAL):
• Data center relocation to save on rental costs.
• Conducting a gap analysis of technical requirements for the second data center to ensure ILF-Germany’s business continuity after major IT outages.
• Renewing the network infrastructure at the main site in Munich.
• Introducing Commvault Backup/Restore as a company-wide future-proof solution for new requirements (e.g., backup of online mailboxes and MS Teams data).
• Implementing docusnap as a CMDB and automated documentation tool to become audit-ready and use time for IT documentation effectively.
• Azure AD Guest Management for collaboration with external project partners of ILF-Germany.
• Microsoft 365 – migrating mailboxes and upgrading to Office 365; followed by decommissioning on-prem IT assets.
• Technologies / products used:
• Windows Server OS, Cisco, HP, VMware, Azure, ManageEngine, SharePoint Online, M365, NetApp, CommVault, docusnap, GTT (SIP telephony), Power BI
• Methods used:
• Self-developed indicator concept for sustainable resource management for cost allocation to ILF Holding, ITIL4, PRINCE2, incident and change management, service portfolio, support desk, KEDB, Kanban, OKRs, problem management, process reviews, IT purchase management, ticket KPIs, balanced scorecard

• Responsible for leading the internal IT operations of the company, overseeing 12 employees and KPI reporting.
• Other core tasks included recruiting staff, building and developing the team, procurement and IT purchasing management, partner and vendor management, managing outsourcing partners, IT project and service management, and introducing and updating IT standards and processes.
• KEY ACHIEVEMENTS:
• Successfully expanded and developed the ITOPS team from 8 to 12 employees.
• Creating a service portfolio / team assessment.
• Services on AWS (S3 bucket, MSSQL DB, archiving with Glacier, external DNS records with Route53 combined with X-Forward to Akamai CDN).
• Implementing ITIL standards.
• Introducing a project framework.
• Introducing a new cloud-hosted intranet platform.
• Technologies / products used:
• Windows and Linux Server OS, AWS, Akamai, Fortinet, VMware, MS-SQL, baramundi
• Methods used:
• ITIL4, PRINCE2, ITSM, incident and change management, service portfolio, KEDB, Kanban, OKRs, problem management, process reviews, ticket KPIs

• Tasks included developing concepts and project plans, working on infrastructure projects, and creating and maintaining documentation.
• Additionally, I actively shaped process changes, conducted various error analyses and fixes, and implemented infrastructure projects in authentication, email, and AD-DNS.
• KEY ACHIEVEMENTS:
• Consolidating all five Active Directory forests as part of the risk assessment program (RAP) as a service (RaaS).
• Introducing a compliant email archiving solution.
• Introducing a single sign-on solution between Active Directory and Linux environments (Unix attributes).
• Introducing a new patch management solution.
• Technologies / products used:
• Windows Server OS, Active Directory, group policies, BatchPatch, VMware, Heilig & Schubert (email archiving), PRTG
• Methods used:
• ITSM, Kanban, incident and change management, service portfolio, KEDB, problem management, Microsoft RAP/RaaS

• Handled installations and administration of server systems, backoffice products, standard office applications, and specialized banking software, and performed general system maintenance and upkeep.
• Also responsible for internal IT operations and 2nd level support.
• MAIN ACHIEVEMENTS:
• Implemented and administered a single sign-on solution between Novell eDir and Microsoft AD (DirXML).
• Implemented and administered a 4-node Novell cluster.
• Implemented and administered VMware as the virtualization solution (VMware version 3.5).
• Implemented and administered a SAN environment (EMC SAN connected to VMware).
• Relocated and moved the data center of FMSB (Financial Markets Service Bank).
• USED TECHNOLOGIES / PRODUCTS:
• Novell NetWare, DirXML, Windows and Linux Server OS, VMware, EMC SAN, Citrix, Active Directory
• USED METHODS:
• ITIL3, ITSM