Ulf Schüre - IT Service Manager for ITIL and SLA Processes

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Bad Pyrmont, Germany

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Experience

Mar 2025 - Present

1 year 7 months

Availability Manager

FI-TS

Central point of contact for questions about the availability of products and services, problems and availability of delivered services, working closely with Sales and Service Management in ITSM, also in terms of order management
Independent and responsible support of assigned customers
Delivery of agreed reports on operational service delivery (e.g. availability) (KPIs)
Conducting contractually agreed operational meetings with customers, focusing on current Incidents, Problems, Change, Incident Management operational orders, requested statements and personnel planning to resolve the customer situation (Workforce Management)
Continuous monitoring of SLA-relevant services and IT Problem Management components, and coordination of deviations in monitoring values with the relevant departments
Monitoring and evaluation of agreed SLA availability and ongoing Payment Transactions
Optimization of methods and processes to ensure and restore availability
Monitoring and evaluation of agreed capacities (Capacity Management)
Follow-up on Major Problems, root cause analysis and tracking of actions as part of Problem Management
Planning and conducting contractually agreed emergency exercises to review the effectiveness of emergency preparedness measures (BCM/ITSCM), as well as follow-up on the results

Jan 2024 - Feb 2025

1 year 2 months

Würzburg, Germany

Service Manager

TransnetBW/Südlink/LINK Digital

Coordination of all externally delivered services for infrastructure projects
Management of the optimal availability of IT services
Workload and capacity planning for the required personnel (Workforce Management, release planning, user stories)
Responsibility for the IT support and IT service organization
Support for project management
Design and implementation of support and service standards according to ITIL
Coordination and management of service providers, including contract matters and process development
Responsible for Service Management (Problem Management, Incident Management, Service Request Management, Change Management, Patch Management) with 46 applications and M365/Azure Cloud + on-prem
Risk analyses for Websphere Application Server
Creation of various Proof-of-Concepts in the ITSM area (e.g. ITSM tool selection)
Support with tenders
Planning and documentation of ITSCM (IT Service Continuity Management) as part of BCM (Business Continuity Management)
Tracking and reporting of Service Level Agreements (SLAs)

Oct 2023 - Dec 2023

3 months

Consultant ITIL Processes ITSM

Finanz Informatik

Review and improvement of concepts and processes
Review with regard to regulatory requirements BAIT/MaRisk/KWG
Establishment of a Service Level Management line for individual customer business

May 2023 - Aug 2023

4 months

Service Manager

Fondsdepotbank

Definition of the Incident Management, Problem Management and Change Management processes
Order management (acceptance, coordination, escalation, Change)
Establishment of Knowledge Management
Establishment of a Service Catalog
Coordination with stakeholders
Process documentation
Support with implementing the processes in ServiceNow
Analysis of findings from MaRisk and BAIT, Whitespot analysis, planning of countermeasures
Workstream Lead IT Operations including Workforce Management
Coordination of IT service delivery and availability

Oct 2022 - May 2023

8 months

Project Manager ITSM

Kiekert AG

Analysis, optimization and further development of IT Service Management processes: Problem Management, Incident Management and Change Management
Workforce Management (resources, capacity, workload)
Development of SLAs and KPIs (Service Level Management and metrics with corresponding reporting)
Service Provider Management
Establishment of a Service Catalog
ITSM tool selection

Feb 2021 - Oct 2022

1 year 9 months

Senior Change Manager

FI-TS

Support in the area of Operations Planning / Service Management
Responsible Senior Change Manager in a multi-tenant environment
Coordination and order management
Management of CABs for various customers as well as internal CABs
Release planning and order management, quality assurance
Resource planning, process design, optimization measures

Oct 2020 - Jul 2021

10 months

Hamburg, Germany

Teamlead Application Support

Marquard and Bahls

Leadership responsibilities and workforce management
Review of IT governance/ITSM concept
OKR, needs analysis, gap analysis
Preparation of support concepts and documentation
Organization and support in implementing the Key User concept
Planning and conducting needs analyses
Incident handling with the in-house IT service management tool (HEAT)
Preparation and evaluation of performance indicators (KPIs) to optimize services
Planning and creation of standardized application platforms
Expansion and maintenance of knowledge management
Support for 1st- and 2nd-level support users of global trading and tank storage administration systems
Interface between Management and Solution Experts
Quality checks
Planning and support for software rollouts (Release Management)
Management and control of external suppliers (Provider Management)

Nov 2019 - Jul 2020

9 months

Bad Homburg, Germany

Lead Consultant Servicemanagement/IT-Operations

Deutsche Leasing

Coordinator and contact person for all aspects of IT operations
Management of all topics related to service delivery for the defined processes
Analysis and definition of future service capacities (Capacity Management) for production operations
Identification of availability requirements and preparation/adaptation of the availability plan
Preparation of the roll-out plan in cooperation with Release Management
Planning of Release Packages and support for deployment
Specifications regarding Business Continuity & Disaster Recovery
Support in Change Management regarding compliance with acceptance criteria for transfers into operations
Support in defining and preparing SLAs, analysis and evaluation of SLA & KPI reports from external service providers
Moderation, documentation and monitoring of the implementation/planning of all processes in accordance with ITIL v3

Jul 2019 - Dec 2019

6 months

Düsseldorf, Germany

Projectmanager Security Operations Centre

ERGO Versicherung

Project management / sub-project management of various small projects in the SIEM/SOC environment
Review of applications / use cases
Provider management
Monitoring of audits and implementation of measures
Incident Management, Change Management, Asset Management
Preparation of as-is analyses and concepts
Analysis of identified incidents regarding unauthorized access by non-privileged accounts
Preparation of a development plan for the database and Admin Hub as well as development documentation

Jan 2019 - Jun 2019

6 months

Berlin, Germany

Application Manager / Service Manager

KfW

"Run the bank" for the SWIFT application: Incident, Change, Problem, Release Management
Event monitoring of the application landscape and derivation of measures
Monitoring the operation and functionality of the applications, including hardware and middleware components
Verification of error-free batch processing and online operations
Analysis and resolution of events before incidents occur
Process-compliant documentation of work results
Roll-out planning, release planning and definition of smoke tests
Processing of incoming orders and requests (Request Fulfillment)
Preparation, review and maintenance of documentation (operating manuals, IT security concepts, authorization concepts)
Optimization of operational processes, including automation scripts
Conducting emergency exercises (ITSCM, BCM)
Planning and conducting maintenance activities (Patch Management)

Jul 2018 - Jan 2019

7 months

Hanover, Germany

Service Manager

TUI InfoTec

Creation of a concept for Incident Management at TUI in Remedy to harmonize the system for TUI UK&I and TUI InfoTec
Analysis of the current state of existing incident processes
Concept for harmonizing processes in Remedy while considering TUI-specific adaptations
Creation of evaluations for error analysis and resolution
Recording, categorization, and prioritization of incidents
Creation of reports for Service Level Management and TUI UK&I
Classic Service Management in a multinational corporation
Reviewing SLA and KPI, moderating critical situations
Change Management and Provider Management

Sep 2017 - Sep 2018

1 year 1 month

Hanover, Germany

Application Manager UNIX

Finanzinformatik

Support for the test center for individual UNIX customers

Jan 2017 - Jul 2017

7 months

Münster, Germany

Consultant

LVM Münster

Analysis and implementation of monitoring requirements
Programming monitored system metrics based on Perl, Python, Shell, etc.
Adaptation and implementation of ITM agents for required platforms
Ensuring the availability of the ITM monitoring infrastructure
Supporting the upgrade of the ITM infrastructure

May 2016 - Jan 2017

9 months

Frankfurt, Germany

Application Manager

Commerzbank AG

Supporting application operations for portals and content management systems
Change Management, Problem Management, Incident Management
Second-level application support
Monitoring, automation, reporting
Implementation of changes and Service Requests
Preparation and coordination of production launches for content management systems
Development and implementation of optimization measures for application operations (automation, monitoring dashboards, scripts, reports)
Active capacity management, maintenance, and continuous optimization of the infrastructure platform
Participation in on-call service and special assignments

Jul 2013 - Apr 2016

2 years 10 months

Frankfurt, Germany

Service Manager, Incident-, Problem-, Change Manager

Deutsche Bundesbank

Incident Management in the areas of z/OS, Batch, C/S (AIX, Linux, Windows), networks, SAN, SWIFT (FileAct/Interact/FIN)
Creation and processing of tickets (Incidents, Problems, and Service Requests) with BMC Remedy according to ITIL v3
Consulting for the connected national banks
Troubleshooting for TARGET2 and TARGET2 Securities
Analysis of payment instructions (ISO15022 and ISO20022)
Analysis of measurement streams and monitoring with IBM Tivoli
Troubleshooting in the 4CB network (Juniper, Cisco, TCP/IP)

Jul 2012 - Jun 2013

1 year

Frankfurt, Germany

Incident Manager

Deutsche Bundesbank

Operational support in the technical support team
Incident management in the areas of z/OS, Batch, C/S
Creation and processing of tickets in Remedy (Domestic and T2)
Advising the connected national banks
Troubleshooting in TARGET2 (WebSphere, MQ, Java, certificates, Windows)
Analysis and technical preparations for TARGET2 securities
Troubleshooting in the 3CB network
Last-level support for AIX, P790, NMC, SWIFT/SAA/SAG, 3CB, TSSP, T2S, Juniper, Cisco
Preparation of internal training sessions for ITCAM, ITM6, Netcool and TBSM

Dec 2008 - Mar 2010

1 year 4 months

Incident Manager

Deutsche Bundesbank

Operational support in the technical support team
Advising the connected national banks
Extension of ITM 6.2 and TEC
Connecting TWS to ITM
Operation of NMC, TAM, TDS, LDAP, PDWebSeal on Solaris/Oracle
Last-level support for AIX, P590, NMC, SWIFT(FileAct/Interact/FIN)/SAA/SAG, 3CB, TSSP, T2S, Juniper, Cisco
Development of ITCAM-WebSphere transactions
Delivery of ITCAM training courses

Industry experience

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

Experienced in Banking and Finance, Information Technology, Energy, Transportation, Insurance, and Automotive.

Banking and Finance

Information Technology

Energy

Transportation

Insurance

Automotive

Business area experience

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

Experienced in Information Technology, Operations, Customer Service, Quality Assurance, and Project Management.

Information Technology

Operations

Customer Service

Quality Assurance

Project Management

Summary

Ulf Schüre is an experienced IT Service Manager with a strong technical background and a proven track record in numerous projects. Ulf is an expert at analyzing processes and optimizing them sustainably.

With excellent communication skills, he presents himself confidently and convincingly to management and stakeholders. Even in exceptional situations, Ulf Schüre remains calm and acts thoughtfully. Service provider management and comprehensive Personal Data Reporting are part of his daily work and demonstrate his diligence.

As a team-oriented professional with leadership experience, he combines pragmatic action with a strategic view of processes.

His proactive approach to problem-solving and his commitment to continuous improvement enable him to develop and implement strategic IT solutions that are perfectly aligned with business requirements, ensuring both operational efficiency and the highest service quality.

Languages

German

Native

English

Advanced

Certifications & licenses

Statistics

Experience

Total positions 17

Experience in Banking and Finance 7.5 y

Avg length 11 m

Longest experience 2 y 9 m

Global experience

Countries worked in 1 (Germany)

Primary country Germany

Expertise

Recent roles Availability Manager, Service Manager, Consultant ITIL Processes ITSM

Main industries Banking and Finance, Information Technology, Energy

Main business areas Information Technology, Operations, Customer Service

Qualifications

Certifications earned 1

Profile

Member since

September 2025

Last update

September 2026

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Frequently asked questions

Have questions? Find more information here.

Ulf is based in Bad Pyrmont, Germany.

Ulf speaks the following languages: German (Native), English (Advanced).

Ulf has at least 15 years of experience. During this time, Ulf has worked in at least 14 different roles and for 14 different companies. The average length of individual experience is 1 year and 10 months. Note that Ulf may not have shared all experience and actually has more experience.

Based on recent experience, Ulf would be well-suited for roles such as: Availability Manager, Service Manager, Consultant ITIL Processes ITSM.

Ulf's most recent position is Availability Manager at FI-TS.

In recent years, Ulf has worked for FI-TS, TransnetBW/Südlink/LINK Digital, Finanz Informatik, Fondsdepotbank, and Kiekert AG.

Ulf is most experienced in industries like Banking and Finance, Information Technology, and Energy. Ulf also has some experience in Insurance, Transportation, and Automotive.

Ulf is most experienced in business areas like Information Technology, Operations, and Customer Service. Ulf also has some experience in Quality Assurance and Project Management.

Ulf has recently worked in industries like Information Technology, Energy, and Automotive.

Ulf has recently worked in business areas like Information Technology, Operations, and Quality Assurance.

Ulf has 1 certificate: ITIL V4 Foundation.

The availability of Ulf needs to be confirmed.

Daily rate distribution

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<€640 €640-800 €800-960 €960-1120 €1120-1280 €1280+

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Daily rate avg. 873 €

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Median rate 872 €

The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.

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.