Dieter D.-Senior IT Service Management / ITIL Consultant, Management Coach, Scrum Master

Project: Roadmap for implementing ITIL processes in IT Operations in line with the requirements for Operational Excellence according to CMMI 4 and the current life cycle management under the framework conditions of GRC, SCRUM and DevOps.

• Consulting, coordination and execution of workshops, analyses and gap assessments.
• Determining the current state regarding the implementation of IT processes, interfaces, tools used and KPIs, with a graphical presentation of the maturity level.
• Defining the target state for IT processes, interfaces, tools used and KPIs.
• Designing a recommendation for action and a roadmap for IT Operations Management in a highly critical and highly available IT infrastructure environment.
• Supporting the introduction of the central service management tool Jira Service Desk.
• Coordination and alignment with business departments / stakeholders / architecture (Avaloq, SAP, etc.) / Security / IAM, BCM, etc.
• Consulting on the implementation of IT operations processes, including Incident, Problem, Change / Release, Request and Service Management (including Service Desk).

Project: Project work in the USU Valuemation environment for the customer Post CH.

• Project coordination for the extended use of Valuemation as the central suite for managing Post CH's highly critical and highly available IT infrastructure through ICT processes as part of centralization.
• Adaptation of the Valuemation Service Catalog & Service Level Management structure (classes, types) to Post CH's BFS/SUS structure, as well as contract / SLA / OLA management.
• Redesign of the existing Incident & Problem Management processes in Valuemation, including Service Desk.
• Integration of IT Financial Management & Charging Server into Valuemation.
• Integration of Request Fulfillment into Valuemation and mapping of ordering, contracting, commissioning and billing processes.
• Integration of corporate reporting into Valuemation Analytics (including Service Desk).
• Adaptation of relevant Valuemation interfaces to Post CH's surrounding systems (e.g. SAP HANA, CMDB).
• Coordination and alignment with business departments / stakeholders / architecture / Security / IAM / PAM / BCM.
• Operational leadership of 5 international development teams in the agile / SCRUM project (SCRUM Coach / Master, Jira, Kanban, SharePoint, SAFe / Agile Release Trains, etc.).

Project: UBS MNS Transition; Stream: Service Delivery and Operation; Sub-area: Operational Readiness.

• Coordination and definition of use cases for the Operational Readiness Test (ORT) with UBS.
• Coordination and definition of test scope, evidence, acceptance criteria, etc.
• Coordination, preparation and execution of the UBS ORT Review with Network Operations (Supplier).
• Preparation and creation of a Service Request Overview based on the service catalog.
• Creation of desk-level procedures based on process and procedure documentation (ITIL).
• Preparation, coordination and management of the operational handover / carve-out of network management from UBS to the supplier.
• Coordination between UBS and the suppliers' HR / IAM / Security processes (e.g. JML processes in SAP).

Project: Transformation of an IT business unit (Security Services) into a service-oriented organization.

• Support with the analysis, design, and implementation of IT Service Management (including outsourcing and external suppliers).
• Design of roles, responsibilities, and the required interface definitions for processes / tools (JIRA, SharePoint, Confluence, ServiceNow, etc.).
• Establishment of governance, service catalog, KPI reporting (services, portfolio / catalog, service processes including Service Desk, Requirement Management, SDLC training, etc.).
• Management / support of the project organization.
• Coordination and alignment with business units / stakeholders / architecture / security / IAM / PAM.

Project: Support in the Test Environments project to ensure the timely provision of test environments and (anonymized using tools) production / test data.

• Coordination and alignment with business units / stakeholders / architecture / security / IAM / PAM.

• Program / Project Manager responsible for coordinating, analyzing, designing and optimizing SAP HR processes (e.g. JML and IAM processes).
• Interfaces / controlling / reporting before consolidation and migration following a company acquisition.
• Requirements analysis, coordination, moderation, documentation, coaching and decision-making support.
• Coordination and alignment with business departments / stakeholders / architecture / security / IAM / PAM.

• Support and coaching in the process design of Service Management and Change Management.
• Coordination in designing processes with roles, responsibilities and interfaces (including GxP, QM, CSV, Compliance / Security, ITIL).
• Coaching of Process Owners.

Project: Re-integration of an outsourced business unit.

Project: Swisscom IT Service Contracts (SSC) at Swisscom IT Services AG.

• Engagement Manager / Project Manager.
• Support with compliance management, SAP / CRM configuration, and special projects.

• Program / project management, management / methods coaching.
• Service management, interim management.
• Business and IT process management, compliance, strategy, HR, and organization.