Paul K.-Program Manager – Multi-Project Operational Stabilization (Operational Excellence)
Check rate
Experience
Program Manager – Multi-Project Operational Stabilization (Operational Excellence)
ITDZ - IT Service Center Berlin
- Overall leadership of several strategic operations projects focusing on Workplace Services, SLA Framework, access management, certificate management, e-learning, backup & recovery, test management, and capacity management, as well as the introduction of system monitoring and feasibility studies for 24x7 operations, in some cases including implementation in ServiceNow
- Creation of various ServiceNow operating concepts covering training, access rights, and emergency management as part of a new cloud hosting initiative for the ServiceNow platform
- Executive board reports and leadership of steering committees as part of company-wide strategic objectives, as well as the establishment of new balanced scorecards for measuring KPIs related to optimization-driven project results
Interim Workplace Services Director
Viessmann Climate Solutions
- Position as Interim Workplace Service Director as part of a global market extension merger (US corporation), including leadership and coaching of highly qualified teams of IT experts in the areas of processes, data & architecture, and IT service management, as well as the further development of workplace solutions
- Program management for Workplace Services, including the development of a comprehensive strategy and target operating model for the digital workplace and IT services in the context of the merger, a new supplier environment, and a migration to ServiceNow
- Development and introduction of a standardized approach for consolidating, optimizing, and operationalizing workplace-related IT services and practices end to end
Service Design & Delivery - Workplace & Networking Services
Vorwerk & Co. KG
- Strategic consulting for the sustainable alignment of standardized service design and supplier management as part of the company’s objectives
- Multi-project management for the design and operational delivery of new end-user devices and networking services, including infrastructure topics such as monitoring, capacity, and backup solutions
- Design and management of the implementation of new services in ServiceNow, as well as functional operational enhancements in MS SharePoint
- Design of a framework and approach for service onboarding of new suppliers and sites, including IT security, risk & compliance policies
- Evaluation of existing supplier contracts according to SIAM requirements for the integration of new services into the supplier ecosystem and the ServiceNow instance
Service Portal & ITSM System Integration
VR-Payment / Volksbank
- Strategic consulting for the long-term and sustainable alignment of the system landscape and interface-related topics as part of the corporate strategy
- Leadership of the implementation and execution of up to 40 service requests, including the identification of process deviations and implementation of necessary solutions
- Technical project management and test management for the delivery of a service portal and development of a ticketing system integration
- Evaluation and adjustment of existing supplier contracts regarding scope of services, deliverables, service levels, and data protection
ESM / ITSM / ServiceNow Consulting & Customer Support (Pre-Sales)
CompuSafe AG
Leadership of pre-sales discussions and workshops to define strategic, conceptual, and organizational requirements, as well as creation of ITSM concepts and roadmap presentations for ServiceNow migration and implementation
Development and establishment of new ITSM and ServiceNow consulting and implementation offerings at ServiceNow partners
Creation of training concepts for project management (PRINCE2, Agile/SCRUM), IT service management (ITIL4), and ServiceNow (CSA & Micro Certification)
ITAM / SACM Evaluation and Concept Consulting
Blanc & Fischer IT Services
- Development of a greenfield concept for the company-wide setup of cross-company IT asset and data management for end-user and network infrastructure assets
- Maturity analysis of existing architectures, processes, and asset databases as a basis for implementing IT processes (SACM, Change, Request Fulfilment) and a CMDB in ServiceNow
ITSM Evaluation, Implementation & Migration
ITDZ - IT Service Center Berlin
- Program and project management: Establishment of a project organization and program structures for an ITSM & Data multi-project with phased planning
- Management of a data and interface project (CRM & SNOW interface) for customer-specific license balancing and the setup of necessary maintenance processes in a Configuration Management System
- Current-state assessment and replanning with a focus on requirements analysis and architecture evaluation
- Optimization and introduction of new ITSM core processes, including training delivery
ITSM Implementation & Integration
Concardis nets Group & Mercury Processing Services International
- Project management for the development of new ITSM processes and their introduction into the organization, including implementation in Atlassian Jira
- Creation of the roadmap, project plan, methodologies, and project structure
- Presentation of key process and technology issues to management regarding tool harmonization (Jira & HP Service Manager)
- Design of the support model and implementation of requirements in Jira Service Desk
ITSM Digitalisation
Bundesdruckerei GmbH
- Strategic management of a digitalization program (multi-project) for ITSM system migration, e-shop, and digital learning
- Definition and design of E2E business processes and requirements for the program
- Budget responsibility for over €5 million, including resource planning and team setup
- Overall project planning (master plan) with objectives, control mechanisms, and dependencies
- Consulting and status reporting to executive management and the steering committee
IT Strategy & Service Operations (Risk & Compliance)
Berlin Hyp AG
- Development of a new IT strategy and ITIL process landscape with a focus on service operations and information and security policies
- Management of the implementation of IT compliance and audit requirements (ECB, MaRisk, BSI, GDPR) in IT strategy and operations
- Establishment of a risk, demand, and requirements management process and its translation into a service catalog
- Introduction of strategy processes, planning and management of workshops, and CIO coaching
Service Delivery & Transition
Bundesdruckerei GmbH / gematic
- Completion of a service onboarding process and quality checks for local and nearshore contact center operations
- Ensuring customer support in line with the gematic operations manual and coordinating with service providers (D-Trust, arvato, Telekom)
- Implementing contractual requirements to ensure consolidated and sustainable support with clear governance mechanisms
Technical Service Management
Bundesdruckerei GmbH / gematic
- Design and setup of a Technical Services Management function, including roles, interfaces, and processes for the supplier environment
- Introduction of a standardized Service Level Management and reporting function to implement consolidated SLAs
- Standardization of service support and transition processes (release, change, request fulfillment, incident) and introduction of quality strategies
Customer Service & Call Center – Support Setup & Integration
Bundesdruckerei GmbH / gematic
- Overall management of the setup of a nearshore call center and its organizational integration into operations and product support
- Design of a service architecture for service onboarding procedures and the secure handover of new products to support
- Planning and implementation of support requirements for sensitive security products in compliance with data protection and export control guidelines
Service Readiness & Operations Transition
Bundesdruckerei GmbH / gematic
- Setup of a process framework and organizational functions within the nearshore support unit
- Establishment of an inter-company integration strategy and coaching of teams in customer communication
- Stabilization of incident and service request management processes and introduction of a reporting structure to reduce backlogs
ITSM Service Design
IBM
- Development of service architecture, processes, tools, and roles within a multi-tier supplier environment
- Translating business requirements into service solutions for hosting management services and ITIL processes
- Documentation of service and process interfaces at the logical, physical, and detailed levels
Product Management & Service Delivery
YDLFN
- Definition and operationalization of the IT strategy, including resource procurement, supplier strategies, and contract negotiations
- Definition of product features and execution of requirements and test management as part of phase planning
- Introduction of required IT processes, reports, quality standards, and data protection aspects in line with operational readiness criteria
Global IT Service Delivery (Civil Small & Medium Engines – CSME & Energy Sector)
Rolls-Royce Deutschland
- Management of global IT service functions within the Civil Engines & Defence division for AMER, EMEA, and APAC
- Management of global IT operations processes to ensure business as usual, including governance reporting for suppliers
- Main point of contact (SPOC) for risk management, escalations, and new requirements in the global CSME business
Service Design & Service Request Management
Bombardier Transportation
- Responsibility for designing and implementing a new IT Service Catalogue in BMC Remedy and ServiceNow
- Introduction and industrialization of the SRD process (Service Request Definition) for new catalogue items
- Evaluation and introduction of Service Request Management resources for process maintenance
Managed Services Transition & Process Optimisation (RIM - Remote Infrastructure Management)
Bombardier Transportation
- Planning and establishment of a Control Operations Centre (COC) in India for Remote Infrastructure Management and migration of IT assets
- Design of a supplier control framework (governance & reporting)
- Evaluation of the supplier’s functional and organizational setup and on-site training strategies
IT Services & Program Management (multi-vendor strategy)
Bombardier Transportation
- Management of an ITSM transition program covering all service management processes and IT assets as part of a multi-vendor IT strategy
- Responsibility for the end-to-end process chain from SLAs to system architecture and the Operations Readiness Framework
- Management of workstreams: ITIL processes, reporting, data & security management, organizational change, service integration, and test management
Industry experience
See where this freelancer has spent most of their professional time.
Experienced in Information Technology, Government and Administration, Manufacturing, Energy, Banking and Finance, and Aerospace and Defense.
Business area experience
See which departments and functions this freelancer has contributed to most.
Experienced in Information Technology, Project Management, Sales, Operations, Strategy, and Audit.
Summary
Experienced Executive Service Consultant with a proven track record in transforming and realigning complex IT organizations. Introduces product-independent and service-oriented strategies that measurably improve efficiency, governance, and customer satisfaction. Combines deep ESM/ITSM, infrastructure, and architecture expertise with practical implementation skills. Delivers sustainable results through data-driven management, clear service governance, and operational optimization. Shapes international teams in multi-vendor environments into scalable service organizations that provide tangible added value for customers.
- Over 20 years of experience in IT strategy, service development, and operational stabilization
- Leadership of global teams ensuring business processes generating more than €20 million in revenue
- Leadership of company-wide projects with budget responsibility of up to €13 million
- Recognized as an “AI Innovator” and “Entrepreneur of the Future” (diind)
Leadership Skills: Strategic Direction | Global Team Leadership | Change & Transformation | Service-Oriented Corporate Culture | Stakeholder Management Project Leadership: Program & Multi-Project Management | Process & Quality Optimization | Operational Integration | Performance Management | Governance & Compliance | PMO ESM / ITSM Expertise: Service Strategy & Design | IT Operations & Delivery | Tool Governance (ServiceNow, BMC, and others) | Process Optimization & Architecture | Data & Service Excellence
Skills
Proven Success In Developing And Implementing Competitive Service Strategies To Realign Companies At Management And Executive Board Level
Many Years Of Practical Experience In Enterprise & It Service Management: Strategy, Design, Integration, Service Desk, Operations, Service Level, And Supplier Management
Action-Oriented Experience In Program & Multi-Project Management, Process Optimization, Quality Management, Governance, Reporting, Supplier Management, And Esm / Itsm
Digitalization
Operational Readiness & Integration (Multi-Vendor Environment)
Service Strategies
Quality Management
Targeted Leadership Of Pre-Sales Discussions And Workshops With End Customers To Develop Tailored Itsm Concepts And Roadmaps For A Smooth Itsm Platform Migration
Data & Architecture
Itsm Multi-Project Management / Program Management
Service Centers
Recognized As A Key Figure In Planning And Operationalizing Strategic Objectives, With A Focus On It Services, Processes, It Governance, And Tool Implementation
Experience In Multicultural Work Environments Through Cross-Cultural Management, International Travel, And The Establishment And Leadership Of Global Teams (30+) In Apac, Emea, And The Americas
Strategic & Sustainable Approach
Analytical & Structured Way Of Working
Agile And Adaptable
Practical & Extensive Itsm Knowledge
Open And Transparent Communication
Service-Driven & Customer-Focused
Motivated By Personal Initiative
Ms Office
Visio
Adonis / Bic
Remedy
Servicenow
Atlassian
Ms Project
Sharepoint
Office: Microsoft Office, Lotus Notes, Sharepoint, Teams, Office 365, Visio, Open Office
Itsm: Remedy, Servicenow, Usu, Assyst, Atlassian, Smax, Serviceware
Processes: Visio, Adonis, Bic, Aris
Project Management: Ms Project, Teamwork, Blueant, Jira, Projectron Bcs, Redmine
Technologies: Iaas, Saas, Paas, Managed Services, Cloud Computing & Hosting, Ai
Methods – Processes: Bpmn 2.0, Ssadm
Methods – Itsm: Itil 3/4, Iso 20000, Agile Itsm, Usm
Methods – Architecture: Togaf 9/Adm
Methods – Quality: Iso 9001/9004, Tqm, Sixsigma
Methods – Project Management: Waterfall, Agile, Scrum
Policies & Legislation: Marisk/Bait, Kwg, Srep, Gdpr/Dsgvo, Bsi, Egov, Khg
Languages
Education
University College Dublin / CEMS
MScIM, MIM - Dual degree in International Management & International Marketing · International Management & International Marketing · Dublin, Ireland
SFCC
BSc – Degree courses · International Management · United States
WVJC
AScBM – Associate in Science in Business Management · Business Management · United States
Certifications & licenses
ISO 22301 Lead Implementor
GSDC
ISO 42001:2023 Lead Implementer & Auditor
GSDC
GenAI in ITSM
GSDC
GenAI in Cybersecurity
GSDC
GenAI in GRC
GSDC
GenAI in Project Management
GSDC
Customer Centric IT Services
Darden School of Business
Databricks Generative AI & DeepLearning Generative AI Fundamentals
EA – Enterprise Architecture
Polytech
Espion IT Security
Microsoft Proficiency Certificates
MPCs (Office, Project, SharePoint, …)
Personal Improvement Process Training
PIP
SAS AML - Anti-Money Laundering
Siemens Service Management Consultant
SMC
Statistics
Experience
Global experience
Expertise
Qualifications
Profile
Frequently asked questions
Have questions? Find more information here.
Paul is based in Berlin, Germany and can operate in on-site, hybrid, and remote work models.
Paul speaks the following languages: German (Native), English (Advanced), Polish (Advanced).
Paul has at least 14 years of experience. During this time, Paul has worked in at least 20 different roles and for 14 different companies. The average length of individual experience is 1 year and 8 months. Note that Paul may not have shared all experience and actually has more experience.
Based on recent experience, Paul would be well-suited for roles such as: Program Manager – Multi-Project Operational Stabilization (Operational Excellence), Interim Workplace Services Director, Service Design & Delivery - Workplace & Networking Services.
Paul's most recent position is Program Manager – Multi-Project Operational Stabilization (Operational Excellence) at ITDZ - IT Service Center Berlin.
In recent years, Paul has worked for ITDZ - IT Service Center Berlin, Viessmann Climate Solutions, Vorwerk & Co. KG, VR-Payment / Volksbank, and CompuSafe AG.
Paul is most experienced in industries like Information Technology, Government and Administration, and Manufacturing. Paul also has some experience in Banking and Finance, Energy, and Aerospace and Defense.
Paul is most experienced in business areas like Information Technology, Project Management, and Sales. Paul also has some experience in Operations, Strategy, and Customer Service.
Paul has recently worked in industries like Information Technology, Government and Administration, and Manufacturing.
Paul has recently worked in business areas like Information Technology, Project Management, and Sales.
Paul holds a Master in International Management & International Marketing from University College Dublin / CEMS.
Paul has 21 certificates. Among them, these include: ISO 27001:2022 Lead Auditor, ISO 22301 Lead Implementor, and ISO 27001:2022 Lead Implementor & Auditor.
Paul is immediately available full-time for suitable projects.
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Calculated based on our freelancers’ daily rates as of 27 Sep 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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