Andreas Z.-Senior IT Project Manager · Service Owner · ITSM · SIAM · Operating Models & Governance

• Development of a comprehensive transformation model for IT departments and ITSM organizations, from operational stabilization through structuring and optimization to strategic advancement
• Design of a transformation matrix that connects development phases with the implementation activities Position, Focus, Model, Enable, Anchor and Develop
• Development of assessment, maturity and decision-making logic to determine the operational starting point, the appropriate entry point and the prioritized areas of action
• Structuring of an end-to-end approach from current-state assessment and target vision through operating model, roadmap and service modules to implementation and integration into steady-state operations
• Derivation of combinable consulting and implementation modules, including methods, deliverables, role models, governance structures and transformation paths
• Collection, structuring and prioritization of business requirements from the perspectives of IT management, service management and operational roles
• Translation of requirements into target visions, process and role models, decision criteria and traceable deliverables

Environment / Tools: ITIL 4, IT4IT, Operating Model Canvas, SIAM, maturity models Kanban

• Harmonization of group-wide ITSM and governance structures across several companies and organizational units; structuring of the service portfolio, including around 60 business applications.
• Development of transparency and management models as a basis for prioritization, target architecture and decision-making in management and governance committees.
• Business analysis and design of ITIL 4-based processes, as well as professional management of implementation in ServiceNow ITSM.
• Definition and further development of audit-ready SLA/OLA, KPI and reporting structures, taking into account the requirements of the regulated environment.
• Cross-functional coordination between IT, business units, participating organizational units and external service providers.

Environment / Tools: ITIL 4, ServiceNow ITSM, Incident Management, Problem Management, Change Management, Request Management, Service Catalog, Service Level Management, CMDB / Configuration Management, LeanIX, IT4IT, KRITIS

• Interim assumption of operational IT management with overall responsibility for service management, operations management and provider interfaces.
• Stabilization and further development of the IT operations and governance model, including Incident, Problem, Change and Request Management, as well as role, responsibility, reporting and escalation structures.
• Definition and coordination of service and service descriptions (SoW) for infrastructure, platform and managed services, including service scope, responsibility boundaries, SLA/KPI requirements and governance.
• Management and moderation of service, provider and management coordination, including escalations, governance issues and supplier transition, as well as preparation of decision-making documents for management and executive management.
• Capacity and performance management for infrastructure and platform services, including targets, thresholds, reviews and escalations.
• Management of the tendering process and selection of new service providers, including service boundary definition, commercial evaluation and pricing of the services offered, as well as support for supplier transition.

Environment / Tools: ITIL 4, Jira Service Management, Managed Services, Provider Management, Kanban

• Interim professional and organizational management of Service Desk and Global Workplace with responsibility for results and operations; management of the Service Manager team and Service Owner responsibility for Workplace and Communication Services.
• Establishment and further development of the ITSM operating model, including Incident, Problem, Change and Request Management, service catalog, role models, KPIs and SLA / OLA structures.
• Management and further development of Supplier Management, including definition, monitoring and review of SLAs and contracts as well as consolidation of contracts and service specifications.
• Budget planning, controlling and commercial management of the responsible service areas, including evaluation and negotiation of provider services and associated prices.
• Moderation of stakeholder interviews, workshops and coordination meetings with business departments, Service Management and service providers; translation of the results into target processes, role models and service requirements.
• Initiation and management of the selection of a new ITSM and desktop management tool, including longlist / shortlist, RFP / RFQ, evaluation criteria, and preparation and presentation of decision-making documents for management.

Environment / Tools: ITIL, ServiceNow ITSM, Incident Management, Request Management, Service Catalog, Knowledge Management, Service Level Management, CMDB / Configuration Management, Hardware Asset Management, Software Asset Management, License Management, M365, Intune, Jira Service Management

• Management of service delivery for network, data center, radio and security services in an event-critical operating environment.
• Management of external service providers, including SLA, contract, performance and escalation management.
• Capacity and performance management for network, data center and security services.
• Preparation and support of the tender “Service Provider Network & Security,” including functional service definition, commercial evaluation and price comparison of provider offers
• Preparation of decision-making documents for management and responsible business departments.

Environment / Tools: ServiceNow ITSM, Incident Management, Problem Management, Change Management, Request Management, Service Level Management, CMDB / Configuration Management, CISCO, Palo Alto, F5, Azure

• Creation of a Service Management & Governance Handbook as a binding basis for service delivery and the transition of Managed Network Services.
• Definition of central ITSM processes including Incident, Problem, Change, Request, Release, Capacity, IT Security and BCM.
• Structuring of service and performance descriptions (SoW) including Service Scope, service boundaries, roles, responsibilities, process interfaces, governance, as well as monitoring, reporting and acceptance requirements.
• Moderation and coordination of alignment between Operations, Service Management, providers and governance stakeholders to consolidate requirements, define target processes and prepare decision-making documents for the specialist and management levels involved.
• Modeling of the target business processes and service requirements, as well as support for the transition and transformation of Service Desk structures.

Environment / Tools: ITIL, BPMN, Managed Network Services (NOC / SOC), Capacity Management

• Analysis and optimization of application support with a focus on Incident and Problem Management.
• Assessment and analysis of existing process and escalation procedures, as well as interfaces with Application and Release Management.
• Gathering and structuring business requirements and weaknesses through interviews with the specialist and operations roles involved.
• Development of optimized target procedures, interface requirements and prioritized improvement measures.

Environment / Tools: ITSM, ITIL v3

• Updating and populating the service catalog; briefing and supporting the Service Owners
• Optimization or possible centralization of group-wide IT Asset and Configuration Management (Bank); creation of project vision and strategy paper
• Alignment of business requirements with Service Owners and participating organizational units, as well as structuring of the required service and asset data
• Definition of the target vision, data requirements, quality criteria and options for action for the service catalog, IT Asset and Configuration Management

Environment / Tools: ITIL, CMDB, ISO 19770-1

• Establishment and operation of the infrastructure for multiple test and environment landscapes
• Due diligence of the existing infrastructure; establishment of capacity-appropriate test and integration environments
• Ensuring 1st/2nd/3rd-level support; coordination with release management; operational handover

Environment / Tools: ITIL, HP Quality Center, SCCM, VMWARE, PRINCE2, MS Project