Axel S.-Product Owner and Scrum Master ServiceNow

IT insourcing at a large German health insurance company

• Product Owner for ServiceNow implementation (agile development)
• Project management for the processes and tools of an IT insourcing project during the transition and transformation phase in ServiceNow
• Coordinating processes and roles based on ITIL 4 (Incident, Problem, Knowledge, Change, Service Request, Catalog, Software Asset and Hardware Asset Management, SecOPS)
• Defining requirements for the ITSM tool implementation and managing the implementation in ServiceNow

• Analyzing business processes and identifying optimization potential in a critical business area
• Creating the requirements specification for the reimplementation of the ERP system
• Outsourcing hotline and cancellation management; managing and coordinating service providers (processes, SLAs and reporting)

Software Project Management and Test Management:

• Extensive test management (organization, targets and costs), including coordinating and conducting all end-to-end tests (from the pricing model to credit card billing) and field testing of the infrastructure
• Coordinating and monitoring Indian project partners (internal and external)
• Coordinating and setting up business processes and introducing IHM/PRM/CHM tools for operating the solution (based on ITIL v3); training the Service Desk and handing over operations
• Reviewing and ensuring GOBD compliance

Bid Support / Sales Pitch:

• Creating business processes for incident management and a quality assurance/continuous improvement concept

Banks, IT service provider

• Project management and reporting according to SDV major project standards (schedule, budget, quality)
• Development of the NAC policy within the SDV security and compliance standards ("Secure IT Operations")
• Coordination of the technical design with the business units and management of the participating project teams
• Definition of adjustments to existing IT systems (Order-Mgmt, Inventory, ISEM, HP-SM) and the required tool architecture
• Development and implementation of ITIL v3-based ITSM operating processes (SRM, INM, CHM, PRM and SACM)
• Design of an NAC release concept and operations manual
• Pilot test, training and handover to regular operations

• Definition and implementation of ITIL processes at a leading energy provider
• Coordination of the project assignment with the project participants based on the customer contract
• Definition of the tool architecture and IT interfaces (internal and external)
• Management and coordination of all service providers involved in the implementation
• Implementation of the processes in the respective operating and country organizations
• Preparation of the corresponding documentation (detailed concepts and operations manuals)
• Senior project management for processes and tools in large IT outsourcing/onboarding projects in the European context according to PMP standards
• Management of customer-specific adaptations of the IT service management tools and coordination of all participating project teams
• Development of comprehensive customer reporting
• Representation of T-Systems interests in the various customer committees and resolution of conflicts
• Acceptance of the individual work packages with the customer and handover to T-Systems operations
• Conducting lessons learned sessions to document project experience

• Overall responsibility for all functions of NextiraOne in Germany (budget responsibility: 215 million EUR, personnel responsibility: 1,000 employees)
• Repositioning of NextiraOne, especially sales and central functions
• Restructuring with a personnel reduction of almost 20% and relocation of the head office
• Partial outsourcing of non-core areas
• Negotiations with collective bargaining partners (IG Metall, works councils)
• Cost reduction programs and improvement of efficiency and productivity
• Focused partner programs (Alcatel Lucent, Cisco, Genesys)
• Establishment of a Solution Selling Team and Professional Services Team
• Introduction of a new Europe-wide standardized SAP platform
• Full P&L and budget responsibility
• Increase in orders in Recurring and Managed Services by more than 35% and in Professional Services by approx. 40%
• Completion of the restructuring on time and significantly below budgeted costs
• Significant improvement in the company's results in 2007
• Largest individual order in NextiraOne's history at the beginning of 2009
• Increase in Cisco sales by more than 60% between 2006 and 2008

• Sales and service of voice and data communication solutions for business customers
• Service portfolio development including pricing
• Establishment and responsibility for the service organizations in the DACH region and Poland
• Establishment and optimization of the central Service Center "Service Factory" in Berlin
• Positioning service as a product
• Management and monitoring of all service KPIs
• Introduction of a new trouble ticket system
• Sales training and support as well as customer retention programs
• Most innovative and highest-performing Service Center of Alcatel e-Business Distribution in Europe
• Increased efficiency by improving the first-call resolution rate in the TAC by approx. 30 % within two years

• Management and coordination of all correspondence (internal and external)
• Contribution to the development of the company strategy and vision
• Contribution to special projects (KAM methodology and employee motivation programs)
• Preparation of events (workshops, customer events, kick-off events)
• Business unit reporting and monthly reports
• Successful contribution to change management projects
• Exceeded expectations

• Led a software development team of up to 14 employees
• Designed and developed software for the SDH cross-connect on Unix platforms using C and C++
• Supported product management and sales at customer events
• Delivered the redundancy platform to the first customer on time
• Implemented significant enhancement packages