Mohamed Ibrahim - Senior Service Level Manager & ServiceNow Manager

Q: Where is Mohamed based?

Mohamed is based in Ludwigsfelde, Germany and can operate in on-site , hybrid , and remote work models.

Q: What languages does Mohamed speak?

Mohamed speaks the following languages: German (Native), English (Advanced), Arabic (Intermediate) .

Q: How many years of experience does Mohamed have?

Mohamed has at least 16 years of experience. During this time, Mohamed has worked in at least 11 different roles and for 5 different companies . The average length of individual experience is 2 years and 6 months . Note that Mohamed may not have shared all experience and actually has more experience.

Q: What is Mohamed's latest experience?

Mohamed's most recent position is IT Project Manager - IT Service Management at Bundesbehörde .

Q: What companies has Mohamed worked for in recent years?

In recent years, Mohamed has worked for Bundesbehörde , ALDI International Services SE & Co. oHG , E.ON SE , Accenture GmbH / Allianz SE , and Avodaq AG .

Q: Which industries is Mohamed most experienced in?

Mohamed is most experienced in industries like Information Technology , Insurance , and Professional Services . Mohamed also has some experience in Retail , Government and Administration , and Utilities .

Q: Which business areas is Mohamed most experienced in?

Mohamed is most experienced in business areas like Information Technology , Project Management , and Operations . Mohamed also has some experience in Customer Service and Business Intelligence .

Q: Which industries has Mohamed worked in recently?

Mohamed has recently worked in industries like Information Technology , Insurance , and Professional Services .

Q: Which business areas has Mohamed worked in recently?

Mohamed has recently worked in business areas like Information Technology , Project Management , and Customer Service .

Recommended expert

Ludwigsfelde, Germany

Experience

Jul 2025 - Dec 2025

6 months

Berlin, Germany

Remote

IT Project Manager - IT Service Management

Bundesbehörde

Leading and managing IT service management projects in a ministerial environment
Responsible for implementing and optimizing ITIL-based processes, interface management, and service quality assurance
Focus on compliance, governance, and sustainable service transition

Aug 2023 - Apr 2024

9 months

Mülheim, Germany

Senior Service Level Manager & ServiceNow Manager

ALDI International Services SE & Co. oHG

Managed a project to set up SLA reporting between the service provider Tata Consultancy Services (TCS) and ALDI using ServiceNow and Tableau
Analyzed contractual agreements with TCS and implemented KPI measurement in ServiceNow for various portfolios (On-premise, Private Cloud, Public Cloud, MSSP)
Responsible for operating the ServiceNow solution, including major release updates, testing, and resolving incidents

Jan 2023 - Jun 2023

6 months

Quickborn, Germany

Senior Service Manager / Project Manager

E.ON SE

Developed automated reporting in Power BI and Qlik Sense for the IT department and management of the E.ON/Hansewerk Group up to the executive board
Created a concept for KPIs and dashboards, and identified and integrated relevant data sources
Developed an operational concept and trained end users

Nov 2021 - Dec 2022

1 year 2 months

Hamburg, Germany

Manager - Technology (Cloud Transformation & Architecture)

Accenture GmbH / Allianz SE

Service Manager on the Allianz Global Network project for Allianz SE with a global team in Europe and India
Managed operations and served as the escalation point
Acted as the interface between the client, vendors, and the technical department
Led a team of 30 employees including 2 managers

Aug 2019 - Nov 2021

2 years 4 months

Berlin, Germany

Senior IT Service Consultant & Team Lead

Avodaq AG

Took technical responsibility for managed service customers and supported lifecycle projects to ensure customer satisfaction
Handled incident and support requests at 2nd/3rd-level and adhered to service agreements
Led a virtual team, providing coaching, mentoring, and development
Supported major clients in retail, logistics, and financial services
Led 6 direct service staff and up to 15 project team members in a matrix organization

Apr 2019 - Sep 2019

6 months

Berlin, Germany

IT Service Consultant & Team Lead Collaboration

Avodaq AG

Aug 2016 - Aug 2019

3 years 1 month

Berlin, Germany

IT Service Consultant

Avodaq AG

Jun 2010 - Aug 2016

6 years 3 months

Hamburg, Germany

IT Consultant (working student)

Avodaq AG

Feb 2009 - May 2009

4 months

Munich, Germany

IT Consultant & Cisco Certified Voice Professional

Avodaq AG

Jul 2007 - Jan 2009

1 year 7 months

Munich, Germany

System Engineer

Avodaq AG

Feb 2007 - Jun 2007

5 months

Munich, Germany

Trainee Program

Avodaq AG

Industry Experience

See where this freelancer has spent most of their professional time.

Experienced in Information Technology, Insurance, Professional Services, Government and Administration, Retail, and Utilities.

Information Technology

Insurance

Professional Services

Government and Administration

Retail

Utilities

Business Area Experience

See which departments and functions this freelancer has contributed to most.

Experienced in Information Technology, Project Management, Operations, Customer Service, and Business Intelligence.

Information Technology

Project Management

Operations

Customer Service

Business Intelligence

Summary

Strong ability to lead and coordinate complex IT projects focusing on IT service management, people and stakeholder management, and the use of ServiceNow, networking, and collaboration solutions (>100k users)
Combination of IT project management and solid psychological knowledge (B.Sc. Psychology), with a focus on human-technology interfaces and intercultural communication
Expertise: Service & Operation Management | Project Management | Service Delivery | Senior Consulting | Team Leadership & People Management | Quality Management
Responsibility: Leading up to 30 employees including 2 managers
Achievements: Built a new SLA life cycle for TCS service provider reporting on various services | Reduced manual effort in the SLA life cycle by over 75% | Identified an internal department for cost reduction of more than 50%
Strong communicator, multilingual and appreciative leadership style with high commitment and an analytical, structured way of working

Skills

Itsm & Itom Tools: Servicenow, Bmc Remedy, Otrs
Project Management: Scrum, Prince2, Agile Methods, Confluence, Jira, And Ms Project
Infrastructure: Cisco, Vmware, Citrix Netscaler
Collaboration: Cisco Collaboration, Webex
Dashboards, Monitoring & Reporting: Dynatrace, Power Bi, Tableau
Ai & Generative Ai: Natural Language Models (Nlms), Generative Artificial Intelligence (Gen Ai), Large Language Models (Llms)

Languages

German

Native

English

Advanced

Arabic

Intermediate

Education

Sep 2011 - Sep 2014

Technische Universität Braunschweig

Bachelor of Science, Psychology · Psychology · Braunschweig, Germany

Sep 2004 - Feb 2007

Deutsche Telekom AG

State-certified IT Specialist, System Integration · IT Specialist in System Integration · Munich, Germany

Certifications & licenses

Certified System Administrator (CSA)

ServiceNow

CCNP Collaboration

Cisco.com

ITILv4 Foundation

PeopleCert

PRINCE2 7 Foundation in Project Management

PeopleCert

Professional Scrum Master I

Scrum.org

SRE Foundation

DevOps Institute

Statistics

Experience

Total positions 11

Experience in Information Technology 15 y

Avg length 1 y 6 m

Longest experience 6 y 2 m

Global Experience

Countries worked in 1 (Germany)

Primary country Germany

Expertise

Recent roles IT Project Manager - IT Service Management, Senior Service Level Manager & ServiceNow Manager, Senior Service Manager / Project Manager

Main industries Information Technology, Insurance, Professional Services

Main business areas Information Technology, Project Management, Operations

Qualifications

Highest degree Bachelor

Certifications earned 6

Profile

Created

July 2025

Last Update

February 2026

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Mohamed based?

Mohamed is based in Ludwigsfelde, Germany and can operate in on-site, hybrid, and remote work models.

What languages does Mohamed speak?

Mohamed speaks the following languages: German (Native), English (Advanced), Arabic (Intermediate).

How many years of experience does Mohamed have?

Mohamed has at least 16 years of experience. During this time, Mohamed has worked in at least 11 different roles and for 5 different companies. The average length of individual experience is 2 years and 6 months. Note that Mohamed may not have shared all experience and actually has more experience.

What roles would Mohamed be best suited for?

Based on recent experience, Mohamed would be well-suited for roles such as: IT Project Manager - IT Service Management, Senior Service Level Manager & ServiceNow Manager, Senior Service Manager / Project Manager.

What is Mohamed's latest experience?

Mohamed's most recent position is IT Project Manager - IT Service Management at Bundesbehörde.

What companies has Mohamed worked for in recent years?

In recent years, Mohamed has worked for Bundesbehörde, ALDI International Services SE & Co. oHG, E.ON SE, Accenture GmbH / Allianz SE, and Avodaq AG.

Which industries is Mohamed most experienced in?

Mohamed is most experienced in industries like Information Technology, Insurance, and Professional Services. Mohamed also has some experience in Retail, Government and Administration, and Utilities.

Which business areas is Mohamed most experienced in?

Mohamed is most experienced in business areas like Information Technology, Project Management, and Operations. Mohamed also has some experience in Customer Service and Business Intelligence.

Which industries has Mohamed worked in recently?

Mohamed has recently worked in industries like Information Technology, Insurance, and Professional Services.

Which business areas has Mohamed worked in recently?

Mohamed has recently worked in business areas like Information Technology, Project Management, and Customer Service.

What is Mohamed's education?

Mohamed holds a Bachelor in Psychology from Technische Universität Braunschweig.

Does Mohamed have any certificates?

Mohamed has 6 certificates. Among them, these include: Certified System Administrator (CSA), CCNP Collaboration, and ITILv4 Foundation.

What is the availability of Mohamed?

Mohamed is immediately available full-time for suitable projects.

What is the rate of Mohamed?

Mohamed's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.