Ivana Nissen
Executive Advisor | Operations / Transformation | Service Excellence (ITSM & ESM) / ITIL
Experience
Executive Advisor | Operations / Transformation | Service Excellence (ITSM & ESM) / ITIL
Ivana Nissen Consulting
Executive advisory and project-based mandates focused on operating model/governance, transformation delivery, and Service excellence.
Focus: Leadership / Operations / Transformation / Advisory roles, as well as interim assignments (DACH/EU).
Chief Operating Officer
SPIN Energy GmbH
Governance & Operating System Design and Institutionalization: Established SPIN’s first integrated governance and performance system based on the Entrepreneurial Operating System (EOS) framework; Institutionalized the operating model
Operational & Cross-Functional Leadership: Led daily operations ensuring cohesive execution according to company´s plans and priorities (15+ FTE across engineering, origination, permitting, legal, corporate and an international partner network).
Innovation & Digital Transformation: conceived and launched proprietary platforms boosting investor recognition and operational excellence. The initiative was instrumental in earning the company official designation as an Innovative Italian Startup under national innovation programs (2024):
Project Portfolio Management platform to standardize tracking, prioritization and reporting (500+ MW, 30+ projects).
Site identification & constraint analysis platform to accelerate screening and reduce engineering effort through automated pre-screening.
HR Management – Interim: Directed full-cycle talent acquisition during scale-up phase, including role design, sourcing, structured interviewing, and onboarding.
M&A (Sell-Side): Partnered with CEO and CCO on investor readiness, leading due diligence documentation, data room management, and investor presentation preparation. Developed comprehensive information and documentation packs to support investment and acquisition process. Shortened due diligence cycles by ~30% through improved documentation, data readiness and operational controls.
Financial Management & Strategic Planning: Collaborated with CEO and CFO on budgeting, forecasting, financial strategy and aligning operational spending with long-term priorities.
Management Consultant | Executive Advisor (Operating Model, Transformation, ITSM) | Accredited ITIL Trainer
Ivana Nissen Consulting
Selected engagement themes (project selection):
- Operating model & governance: designed/reshaped governance, decision rights and management routines (forums, OKR/KPI stack, portfolio reviews) to improve transparency, prioritization and execution discipline.
- ITSM operating model: implemented target model, roles/org design and governance incl. reporting and control mechanisms—pragmatic, incremental delivery over “big bang”.
- Maturity assessments: led assessments (ITIL, ISO 20000, SDI, CMMI) and translated findings into prioritized roadmaps with clear ownership and executable work packages.
- Tooling strategy & adoption: defined target tooling and supported selection and rollout; aligned stakeholders and ensured adoption via change management.
- ITIL Certification: delivered accredited ITIL training (1,500+ participants; >90% pass rate)
- Enablement & embedding: Delivered trainings and executive workshops to embed roles, practices, and governance mechanisms across the organization.
- Interim leadership: took on leadership responsibilities (operations/transformation/service excellence) to stabilize delivery and embed effective governance.
CEO & Co-Founder
ITS Partner GmbH
- Built and led a team of 20+; owned strategy, P&L, delivery quality, and key client/partner relationships.
- Grew the business through clear positioning, strategic partnerships, two mergers and post-merger integrations, and continuous service portfolio expansion.
- Developed and scaled offerings across IT governance, ITSM, information security management, and business continuity.
Consultant | ITIL/SDI Trainer | SDI Auditor
SERVIEW GmbH
- Delivered ITSM consulting engagements, accredited ITIL/SDI trainings, and SDI audits; contributed to business development and service portfolio definition during a growth phase.
Industry Experience
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Experienced in Professional Services, Information Technology, and Energy.
Business Area Experience
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Experienced in Information Technology, Strategy, Operations, Product Development, Finance, and Project Management.
Summary
Executive Leadership & Advisory
Operating Model & Service Excellence | ITSM & ESM / ITIL | Business Transformation & Scale-Up
I translate strategic intent into operational reality. With over 20 years of international experience across management consulting, entrepreneurship, and in-house leadership roles in Europe, I design and embed operating models, governance, and performance systems that create clarity, control, and predictable results.
My work focuses on scale-ups and complex, regulated environments, combining business transformation with deep expertise in IT Service Management (ITSM/ESM).
Drawing on both senior leadership and advisory roles, I deliver pragmatic solutions grounded in proven frameworks and adapted to real operating conditions. Multilingual (Croatian, English, German, Italian, and Serbian) and culturally fluent, I lead cross-functional, international teams with clarity and empathy to align stakeholders, build trust, and drive continuous improvement.
Selected impact
- COO (technology-enabled scale-up): Built EOS-based governance and operating model; launched two proprietary digital platforms (portfolio management; site screening/constraint analysis), reducing engineering effort through automated pre-screening; improved investor readiness and shortened due diligence cycles by ~30%.
- ITSM & Service Excellence: Led service management transformations across finance, public sector, telecoms, transport, and technology services; embedded governance, roles, practices/processes, and tooling adoption.
- ITIL Capability building: Accredited ITIL Trainer for 20+ years; delivered training to 1,500+ professionals with consistently >90% certification pass rates.
Skills
- Strategic Leadership
- Executive Leadership
- Governance & Operating Models
- Business Scaling
- Operational Excellence
- Performance Management (Kpi & Okr Systems)
- Transformation & Change Management
- It Service Management (Itil, Iso 20000)
- Project Management
- Process Optimization
- Risk & Compliance Management
- Human-centred Design
- Ux & Innovation
- Data-driven Decision Making
- Analytical Thinking
- Abstraction & Pattern Recognition
- Problem-solving Skills & Critical Thinking
Languages
Education
University of Zagreb
Master of Science, Mathematics (with distinction) · Mathematics · Zagreb, Croatia
University of Zagreb
Bachelor of Science, Mathematics & Computer Science · Mathematics & Computer Science · Zagreb, Croatia
Certifications & licenses
Agile Scrum Product Owner
EXIN
Agile Scrum Master
EXIN
Prince2 7 Foundation
ITIL 4 Digital and IT Strategy
Axelos
ITIL 4 Create, Deliver Support
Axelos
ITIL 4 Direct, Plan and Improve
Axelos
ITIL 4 Drive Stakeholder Value
Axelos
ITIL 4 High Velocity IT
Axelos
ITIL 4 Managing Professional
Axelos
ITIL 4 Foundation
Axelos
ITIL v3 Continual Service Improvement
EXIN
ITIL v3 Service Design
EXIN
ITIL v3 Service Strategy
EXIN
ITIL v3 Service Transition
EXIN
ITIL v3 Expert
EXIN
ITIL v3 Operational Support and Analysis
EXIN
ITIL v3 Service Offerings and Agreements
EXIN
ITIL v3 Foundation
EXIN
Help Desk Analyst
Service Desk Institute
Help Desk Manager
Service Desk Institute
ITIL v2 Service Manager
EXIN
ITIL Accredited Trainer
ITIL v2 Foundation
EXIN
Statistics
Experience
Global Experience
Expertise
Qualifications
Profile
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