ITIL Foundation

The program supports the comprehensive realignment of the German Consumer Panel Services business. It combines a significant panel boost with the reprocessing of historical data and the integration of new receipt data. By significantly expanding and stabilizing the panel with the involvement of external partners, the aim is to improve the validity of the data base and create a reliable foundation for methodology, weighting and customer reporting. At the same time, historically grown processes for data delivery, OCR, matching, item QC, methodology and reporting are being harmonized, further developed technologically and reorganized. The goal is a scalable end-to-end landscape with higher data quality, clear responsibilities, reliable governance and sustainably manageable operational processes.

• Overall management of the restatement program, including the integrated roadmap as well as milestones, dependencies, risks and management decisions.
• Coordination of the panel boost and alignment of the required data deliveries, quality requirements and prerequisites for methodology, weighting and reporting.
• Alignment of business, product, data science, technology, operations and external partners around a shared target picture, aligned priorities and an integrated approach.
• Design of the organizational change triggered by the fundamental realignment of the data base, methodology and management logic, which has a lasting impact on established decision-making and collaboration patterns.
• Establishment and further development of governance, reporting and escalation structures as well as program-wide monitoring and operational processes for reliable management and sustainable handover.
• Management of critical data, technology and provider dependencies, including reprocessing, OCR transition and the timely synchronization of delivery, testing, methodology and reporting.
• Orchestration of international collaboration with teams and stakeholders in Germany, the United Kingdom, Portugal and Romania, as well as with external suppliers in Germany and Austria.

Impact Areas and Expertise: Program & Delivery Leadership, Business & Technology Alignment, Organization & Transformation, Governance & Sustainable Operations, Strategy & Target, Methodic Leadership, Transformation & Change Leadership, Executive Advisory

• Recurring problem in my own AI-assisted projects: requirements analysis, use cases, and architecture decisions can be created quickly with AI support, but remain difficult to follow and scattered across Markdown files – knowledge is lost as soon as it is no longer in the context window. arknet turns requirements engineering and architecture knowledge into structured, verifiable data instead of plain text: requirements, use cases, and architecture decisions form a consistently linked knowledge graph, traceable from requirement to architecture decision – queryable by both people and AI agents. Technically based on RDF/OWL and a custom MCP server.

• Result: Working MCP daemon, Docker image published automatically to GHCR, nine hexagonal modules, eleven ADRs (including an Open-Core licensing model). Requirements engineering and Ubiquitous Language hexagons are active. Public as a Community Edition under Apache-2.0 since 07/2026 (github.com/kogn-io/arknet), together with the Claude Code plugin and GHCR image; Open-Core model.

• Label: Java, Maven, RDF, RDF4J, OWL, SPARQL, Model Context Protocol, Spring AI, Docker, GitHub, Git, Claude Code, Obsidian, DDD, Hexagonal Architecture, ArchUnit, JUnit, AssertJ, Interface Development, Software Architecture, Continuous Integration, Knowledge Management

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

• Adaptation, optimization, configuration, and administration of a multi-stage GitLab instance with over 250 users
• Setup, adaptation, expansion, and optimization of infrastructure, configuration, and monitoring
• Provisioning of services and handover to production
• System environment: DependencyTrack, GitLab, Grafana, Hedgedoc, Kubernetes, Oauth2 Proxy, Openstack, Prometheus, Syseleven

• As-is assessment of the current network infrastructure and its documentation, including on-site inspections
• Independent planning of new distribution and main distribution rooms in the individual district offices (components used, rack layout, connectivity), considering the BSI IT-Grundschutz and InfoSic requirements
• Planning of new copper and fiber optic cabling, including patch panels
• Coordination with building services engineering (TGA) to ensure compliance with relevant on-site requirements
• Development of detailed execution plans and high-level concepts for the rollout of the new infrastructure
• Additional support after the components go live (hypercare phase)
• Regular communication with project management and client stakeholders

• Operations and extensions of Azure DevOps pipelines

• Operations and extensions of AWS services

• Citrix (Windows 10, Bitwarden)

• AWS: ECR, EKS, CloudFront CDN, Route 53, VPC peering and CNI upgrade, Atlas MongoDB, S3 buckets, static website hosting

• Azure: build and deploy with DevOps pipelines

• Designed and implemented end-to-end data pipelines (batch & streaming) using Python, SQL, and Apache Spark, Databricks on AWS reducing ETL latency by 40%.
• Developed serverless event-driven ingestion pipelines using AWS Lambda and SQS, ensuring real-time data availability for downstream analytics.
• Leveraged Google Cloud Platform (GCP) services including BigQuery and Dataflow to manage cross-cloud data warehousing and analytics integration.
• Expertise in DMS (CDC, Full Load) and Airflow for scalable data pipeline automation and orchestration.
• Managed and customized data pipelines using Databricks, Airflow. Automation using Docker, Kubernetes, Terraform.
• Automated data quality checks using dbt to modularize transformations and ensure production-grade data lineage, improving reliability by 30%.
• Collaborated with compliance teams to ensure GDPR and SOC2 alignment. Mentored junior engineers and contributed to architecture refactoring for scalability.
• Created and maintained dashboards in Power BI to provide actionable insights.

• 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...

• 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

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.

• Responsible project manager for complex international infrastructure projects
• Coordinator and decision-maker for IT architects in network infrastructure and software with over 100,000 users
• End-to-end project management
• Launch and implementation of initiatives
• Project management of international infrastructure projects with C-level reporting
• Leading and coordinating IT architects
• Technical project management for merger and cloud transformation
• Delivery of international software and hardware rollouts
• Implementation of IT security projects and compliance
• Work with key technologies (e.g. 5G/6G standard)
• Support of complex defense and aerospace projects (e.g. Ariane 6, Eurodrone)
• Building the healthcare and life sciences business unit
• Creating and leading internal employee trainings

• 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

• 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