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support SAFe adoption at team, ART and Portfolio level with consulting, coaching and training. Establish hierarchical enterprise backlog and Kanban Systems integrating portfolio, value stream and team level. Make e2e value stream flow across organisational boundaries visible and measurable. Teach "stop starting, start finishing" and Limit WiP.

Unified ITSM framework

• Definition of a company-wide ITSM target picture
• Introduction of a uniform service structure across all business units

SLA and OLA management

• Building a standardized SLA framework
• Definition of service classes (Business Critical, Standard, Low Priority)
• Introduction of OLAs between internal teams
• Building meaningful SLA reporting
• Definition of KPI and service dashboards for business units

Service portfolio management

• Definition of service descriptions
• If needed, preparing possible cost and service billing

Ticketing & processes

• Incident management
• Uniform ticket categories
• Standardized prioritization
• Escalation matrix
• Automations
• Self-service optimization

Request fulfillment

• Service catalog across all business units
• Approval workflows

Problem management

• Introduction of root cause analysis
• Known error database
• Problem review process

Complete asset management concept

• Hardware lifecycle management
• Software lifecycle management
• Leasing lifecycle
• Mobile device lifecycle
• Monitor lifecycle
• Phone lifecycle

Processes

• Procurement
• Goods receipt
• Inventory
• Assignment
• Return
• Disposal
• Leasing return Goal: single source of truth for all assets

CMDB design

• Definition of all configuration items:
• Workplace
• Notebooks
• Monitors
• Mobile phones
• Printers

Infrastructure

• Servers
• Firewalls
• Switches
• WLAN
• Storage
• Backup systems

Cloud

• Azure resources
• Microsoft 365
• SaaS services

Relationships

• User ↔ Asset
• Asset ↔ Service
• Service ↔ Infrastructure
• Location ↔ Asset
• Goal: make all service dependencies visible

Software asset & license management

• License management concept
• License balancing
• Compliance reporting
• Microsoft license management
• Adobe license management
• SaaS management
• Contract management
• Renewal management

Interfaces & automation Existing systems

• Workday
• Joiner
• Mover
• Leaver

TESMA

• Leasing data
• Contract data

Matrix42

• Asset synchronization
• User synchronization

Active Directory / Entra ID

• User management

Microsoft 365

• License assignment
• Group management

Dormakaba

• Access processes

• Lifecycle services

Monitoring platforms

• PRTG
• Palo Alto
• Cisco

Reporting & KPI framework

• Definition of a management dashboard
• KPIs
• Ticket volume
• SLA fulfillment
• MTTR
• First resolution rate
• Asset accuracy
• License compliance
• Change success rate
• Service availability
• Degree of automation

Network redesign support

• Governance
• Support of the network redesign from an ITSM point of view
• Definition of affected services
• Change management structure
• Communication concept

CMDB integration

• Recording of all network components
• Service mapping
• Dependency analysis

Validation of documentation and knowledge base articles

• Network documentation
• Operations documentation
• Standard changes

Monitoring & event management

• Target picture
• Central monitoring concept
• Event management process
• Alerting strategy
• Escalation model

Systems

• Cisco

• Palo Alto

• Fortinet

• Rubrik

• Veeam

• Matrix42

• Azure

• Microsoft 365 Automation

• Ticket creation from monitoring

• Escalations

• Standard actions

Audit, compliance & information security

• ISO 27001 consulting
• TISAX consulting
• NIS2 preparation - consulting
• Audit-ready processes
• Documentation structure
• Evidence tracking in Matrix42

Roadmap

• 12-month roadmap
• Prioritization of all measures
• Quick wins
• Medium-term projects
• Long-term target picture
• Documentation

• Active sourcing and recruiting for individual mandates (finance, IT, procurement)
• Training recruiting departments
• Training specialists and managers in application situations and interview techniques
• Application coaching and CV consulting

• Led performance engineering strategy for MS Dynamics 365 retail transformation
• Coordinated 25+ engineers across multiple delivery streams
• Identified and resolved system bottlenecks, reducing critical performance issues by 40% pre-go-live
• Delivered executive performance dashboards enabling data-driven release decisions

• Adjusting, optimizing, configuring, and administering a multi-stage GitLab instance with over 250 users
• Building, adjusting, expanding, and optimizing infrastructure, configuration, and monitoring
• Providing services and handing them over to production
• System environment: DependencyTrack, GitLab, Grafana, Hedgedoc, Kubernetes, OAuth2 Proxy, Openstack, Prometheus, Syseleven

• Strategic consulting for the initiation and management of complex, multidisciplinary projects
• Stakeholder management (project scheduling, requirements management, budget management, risk management) incl. cross-functional communication with implementation partners
• Carrying out analyses and recommendations with the technical team and discussing them at C-level

• Analyzing, aligning and modeling business processes (BPMN 2.0) for the 'The New Retail' program in the areas of invoicing, tax, customs and accounting
• Tracking user stories and their impact on processes
• Point of contact for preparing the tool migration from Symbio to Signavio for the mentioned areas
• Power user after the introduction of Signavio, point of contact and coach for other process modelers

• Building an independent enterprise IT setup — cloud strategy, network, AWS landing zone, security requirements, contract negotiations.
• Migration of all applications; avoiding high contractual penalties for the client.
• Onboarding and coordination o...

As the Solution Architect for Agentic AI in auto claims processing, I led global customer delivery implementations, encompassing solution design and detailing, multi-tenancy, process flows, integration with third-party solutions, and localization requirements.

• Architectural Analysis: Conducted in-depth analysis of business requirements, managing requirements and creating detailed specifications.
• Service Definition: Developed comprehensive technical definitions for services and integration contracts.
• AI Process Management: Automated AI process management, focusing on analysis, optimization, and continuous improvement.
• Requirements Gathering: Facilitated requirement-gathering sessions and analyzed business processes to identify optimization opportunities.
• Agile Collaboration: Employed agile methodologies, working closely with stakeholders to ensure alignment and responsiveness.
• Technical Support: Assisted senior management with technical analyses and deliverability assessments.

• Management of internal and external optics, electronics, and software developers and the subproject managers throughout the entire development process up to handover to production
• Conducting RfP and contract negotiations with German, Chinese, and Japanese manufacturers and tracking the agreed deliverables
• Conducting quality gates throughout the development process
• Responsibility for meeting commercial, technical, and schedule requirements (resource and budget planning)
• Continuous monitoring of potential project risks during all phases
• Ensuring compliant development (RoHS & REACH) and documentation for worldwide CE marking
• Project status reporting to upper management and the company board
• Central point of contact for third-party contractors and their coordination in the project

• Developed organization, task descriptions, processes and systems of the controlling system to improve activities.
• Harmonized ERP software within the group across IT procurement, plan data, controlling and reporting.
• Designed the basis for an agile and modern IT control system.
• Set up budget plans and supported master data and planning.
• Monitored and validated projects in the PM tool Sciforma, covering OPEX and CAPEX in line with legal requirements and group rules.
• Performed PMO assistance activities including meeting minutes, presentations and reports.
• Tools: SAP FI/CO, SAP MM, SAP PPM, PM-Tool Sciforma, MS Office 365.

Managing the harmonization and further development of an international CRM- and ERP-related system landscape across multiple product lines and markets (PMI)

• Analysis, design, and requirements management for harmonized end-to-end business processes and business logic (Customer Base & Lead to Order, Lead-to-Cash, Order-to-Cash, Billing, Accounting, Service)
• Integration of Salesforce with billing and accounting systems (JustOn, DATEV) including data model, interfaces, and billing logic together with implementation partner
• Designing a central IT operating model to improve IT project management and DevOps model between business stakeholders, E2E process owners, and IT.

• Responsible for cutover planning and go-live management of multiple parallel IT releases in the e-commerce environment
• Creating and maintaining cutover plans, runbooks and rollback scenarios, plus audit-ready documentation of all cutover activities
• Defining and managing go/no-go decisions, escalation paths and resource availability in the cutover window
• Coordinating technical and business workstreams, managing external service providers and ensuring data consistency
• Managing and reviewing trial cutovers, structured handover to the hypercare phase
• Cutover reporting and communication before, during and after go-live at decision-maker and C-level
• Result: All releases delivered on schedule, cutover processes sustainably established and handed over

• Cisco SDA LAN network
• Transition and transformation