IT Project Managers in Munich

Unified ITSM framework

• Definition of a company-wide ITSM target picture
• Introduction of a uniform service structure across all business units

SLA and OLA management

• Building a standardized SLA framework
• Definition of service classes (Business Critical, Standard, Low Priority)
• Introduction of OLAs between internal teams
• Building meaningful SLA reporting
• Definition of KPI and service dashboards for business units

Service portfolio management

• Definition of service descriptions
• If needed, preparing possible cost and service billing

Ticketing & processes

• Incident management
• Uniform ticket categories
• Standardized prioritization
• Escalation matrix
• Automations
• Self-service optimization

Request fulfillment

• Service catalog across all business units
• Approval workflows

Problem management

• Introduction of root cause analysis
• Known error database
• Problem review process

Complete asset management concept

• Hardware lifecycle management
• Software lifecycle management
• Leasing lifecycle
• Mobile device lifecycle
• Monitor lifecycle
• Phone lifecycle

Processes

• Procurement
• Goods receipt
• Inventory
• Assignment
• Return
• Disposal
• Leasing return Goal: single source of truth for all assets

CMDB design

• Definition of all configuration items:
• Workplace
• Notebooks
• Monitors
• Mobile phones
• Printers

Infrastructure

• Servers
• Firewalls
• Switches
• WLAN
• Storage
• Backup systems

Cloud

• Azure resources
• Microsoft 365
• SaaS services

Relationships

• User ↔ Asset
• Asset ↔ Service
• Service ↔ Infrastructure
• Location ↔ Asset
• Goal: make all service dependencies visible

Software asset & license management

• License management concept
• License balancing
• Compliance reporting
• Microsoft license management
• Adobe license management
• SaaS management
• Contract management
• Renewal management

Interfaces & automation Existing systems

• Workday
• Joiner
• Mover
• Leaver

TESMA

• Leasing data
• Contract data

Matrix42

• Asset synchronization
• User synchronization

Active Directory / Entra ID

• User management

Microsoft 365

• License assignment
• Group management

Dormakaba

• Access processes

• Lifecycle services

Monitoring platforms

• PRTG
• Palo Alto
• Cisco

Reporting & KPI framework

• Definition of a management dashboard
• KPIs
• Ticket volume
• SLA fulfillment
• MTTR
• First resolution rate
• Asset accuracy
• License compliance
• Change success rate
• Service availability
• Degree of automation

Network redesign support

• Governance
• Support of the network redesign from an ITSM point of view
• Definition of affected services
• Change management structure
• Communication concept

CMDB integration

• Recording of all network components
• Service mapping
• Dependency analysis

Validation of documentation and knowledge base articles

• Network documentation
• Operations documentation
• Standard changes

Monitoring & event management

• Target picture
• Central monitoring concept
• Event management process
• Alerting strategy
• Escalation model

Systems

• Cisco

• Palo Alto

• Fortinet

• Rubrik

• Veeam

• Matrix42

• Azure

• Microsoft 365 Automation

• Ticket creation from monitoring

• Escalations

• Standard actions

Audit, compliance & information security

• ISO 27001 consulting
• TISAX consulting
• NIS2 preparation - consulting
• Audit-ready processes
• Documentation structure
• Evidence tracking in Matrix42

Roadmap

• 12-month roadmap
• Prioritization of all measures
• Quick wins
• Medium-term projects
• Long-term target picture
• Documentation

• Conducting training sessions for personal and professional development
• Promoting self-motivation, goal setting, and time management
• Coaching in the areas of career, finances, and personal development

• Planning, establishment, and leadership of a Program Management Office (PMO) as the central unit for the operational control of the overall program with tasks including:
• Defining and developing the optimal project management processes for the program.
• Creating and introducing a monitoring & controlling process to manage the timely delivery of deliverables.
• Creating the overall program plan with schedules, budget & cost plans, resource planning, and deliverables planning.
• Selecting and managing external service providers and monitoring contract compliance.
• Defining and executing program risk management and developing mitigating actions.
• Developing efficient reporting for the overall program to meet all stakeholder groups. Defining and creating key program KPIs using earned value analysis and milestone trend analysis.
• Providing and adjusting necessary IT tools for communication and documentation (Confluence, Jira, Teams, etc.).
• Defining and executing project change management.
• Planning and running all management meetings, including steering committee, management meetings, and board presentations.
• Preparatory alignment, planning, and organization of the group project as a basis for the execution phase.
• Selecting and staffing the program core team and the extended project team with a total of 70 participants.
• Planning the project organization, reporting and decision-making paths, and governance at the operational and strategic levels.

• Responsible project manager for complex international infrastructure projects
• Coordinator and decision-maker for IT architects in network infrastructure and software with over 100,000 users
• End-to-end project management
• Launch and implementation of initiatives
• Project management of international infrastructure projects with C-level reporting
• Leading and coordinating IT architects
• Technical project management for merger and cloud transformation
• Delivery of international software and hardware rollouts
• Implementation of IT security projects and compliance
• Work with key technologies (e.g. 5G/6G standard)
• Support of complex defense and aerospace projects (e.g. Ariane 6, Eurodrone)
• Building the healthcare and life sciences business unit
• Creating and leading internal employee trainings

Managing the harmonization and further development of an international CRM- and ERP-related system landscape across multiple product lines and markets (PMI)

• Analysis, design, and requirements management for harmonized end-to-end business processes and business logic (Customer Base & Lead to Order, Lead-to-Cash, Order-to-Cash, Billing, Accounting, Service)
• Integration of Salesforce with billing and accounting systems (JustOn, DATEV) including data model, interfaces, and billing logic together with implementation partner
• Designing a central IT operating model to improve IT project management and DevOps model between business stakeholders, E2E process owners, and IT.

• Responsible for cutover planning and go-live management of multiple parallel IT releases in the e-commerce environment
• Creating and maintaining cutover plans, runbooks and rollback scenarios, plus audit-ready documentation of all cutover activities
• Defining and managing go/no-go decisions, escalation paths and resource availability in the cutover window
• Coordinating technical and business workstreams, managing external service providers and ensuring data consistency
• Managing and reviewing trial cutovers, structured handover to the hypercare phase
• Cutover reporting and communication before, during and after go-live at decision-maker and C-level
• Result: All releases delivered on schedule, cutover processes sustainably established and handed over

• Led the project to implement the Customer Information Tool for the Microsoft AI Tour EMEA
• Directed the development of an event platform with sponsors, speakers, and agenda
• Conducted a compliance audit to ensure adherence to Microsoft corporate policies
• Coordinated vendors, dependencies, and deliverables across multiple European tour stops and trade show appearances

• Plan & Prepare (Site Design & Readiness): Inventory & Design: Dell PowerEdge R-Series, Aruba switches (L2/L3), notebooks/peripherals; serials/asset tags, IPv4/IPv6 addressing, VLAN-/DHCP-/DNS plan

• Runbooks/MOPs: site rollout runbook, backout strategy (<15–30 min), risk register, communication matrix; approvals via CAB/change

• Images/Packages: Golden Image (Win10/11), driver packs, BIOS/UEFI baseline; O365/Teams/OneDrive KFM; BitLocker policies; MECM/SCCM, Intune/Autopilot, MDT/WinPE

• Logistics: shipping/customs clearance, RMA/DOA, on-site spares; tools (barcode scanner, label printer), "Go-Bag" (cables, SFPs, console cables)

• Deliver (on-site implementation): End devices: swap & migration (USMT/OneDrive KFM), peripherals (ATB/BT printers, scanners, boarding gate hardware); domain join, compliance checks, O365 activation, printers/queues, network drives

• Acceptance: functional tests for DCS/CUTE/CUPPS/CUSS stations, ticketing/check-in workflows, boarding gates

• Server (R-Series): rack & stack, cabling (PDU redundancy, fiber/copper), labeling/naming; firmware/RAID (PERC), Lifecycle Controller, iDRAC network; Windows Server 2022/2025 + CIS/BSI hardening; agents (backup/AV/EDR/monitoring), time service/NTP auth, Syslog/SNMPv3

• Network (Aruba): VLANs, LACP trunks, MSTP root; PortFast + BPDU Guard at the edge; QoS (EF/AF); dual stack (v4/v6), DHCP relay. NAC/802.1X with ClearPass/Radius/TACACS+, roles + MAB fallback; guest isolation, ACLs (Guest→Mgmt deny). Telemetry: sFlow, SNMPv3, Syslog→SIEM; LLDP→inventory/CMDB

• Airport specifics: CUTE/CUPPS/CUSS terminals; DCS/Amadeus/SITA connectivity; FIDS (read-only); bag tag/boarding pass printing; changes in off-peak/night windows

• Stabilize (hypercare): first-day support, KPI tracking (login times, ticket volume, error classes), QoS fine-tuning

• Troubleshooting: Wireshark/iperf, event logs, switch counters, sFlow flows; fast incident handling as SPOC

• Knowledge transfer: short training sessions for station teams, mini-runbooks (fault/recovery)

• Close (documentation & handover): docs & CMDB: final configs (switch/server), topology/patch plans, IP tables, serial/asset lists, before/after photos

• Acceptance & sign-off: UAT protocols, functional evidence (use cases), return/reuse of old hardware

• Lessons learned: risks, standard packages, driver freeze, "known issues"

• Interfaces/communication: station IT, airport IT, SOC/NOC, ground ops/ramp/check-in, provider (SITA/Amadeus). ITSM: ServiceNow (Inc/Req/Change/KB), handover to BAU

• Designed and implemented a new user support tower organization as part of the global IT transformation initiative.
• Created an operating and control model for the central service desk, including downstream support units (field service, VIP support, service points).
• Performed a comprehensive as-is analysis of existing service desk and field service structures and developed a target architecture based on ITIL 4 and SIAM.
• Defined roles, responsibilities, and governance mechanisms for internal IT and external providers.
• Prepared the blueprint document Service Management & Governance Handbook (User Support) to standardize global service processes (incident, request, problem, change, knowledge, ITSCM, CSI).
• Developed a KPI and SLA framework to measure service quality and performance in global user support.
• Defined the reporting and review structure (operations meeting, service review meeting, management steering board).
• Prepared RFP documents for the external tendering of L1/L2 support services, including definition of scope, governance model, process requirements, tool integration (ServiceNow), and KPI/SLA sets.
• Supported procurement and legal departments in evaluating and negotiating vendor proposals and assisted in vendor selection and contract finalization.
• Oversaw the handover to operational support, including knowledge transfer, training of provider teams, and establishment of a continuous improvement process (CSI).
• Methods / framework / tools: ITIL 4 / ITSM, SIAM, IT4IT, ServiceNow, Jira, BPMN, operating model canvas, KPI & SLA design, governance & performance management

• Responsible for tool-based project and portfolio management in the group
• Designing, enhancing and operating Jira- and Confluence-based workflows
• Translating management and business requirements into reliable tool concepts
• Integrating Jira into existing tool landscapes (e.g. Planview, ServiceNow, SAP BW)
• Establishing governance, reporting and KPI structures
• Rolling out new workflows including training & key user models
• Using AI features to support planning & analysis

• Showcasing the world's first fully immersive AR glasses experience in a moving car at CES 2024.
• Speaker about augmented reality at international conferences (e.g. the AR Ride Concept @ Unite 2024).
• Lead a 12-person interdisciplinary software team developing Android head-unit integrations, navigation & ADAS UI, and embedded software.
• Define technical direction, drive cross-domain architecture and integration, and mentor engineers across Android, UI/UX and embedded stacks.
• Oversee a small fleet of test vehicles for validation, tests, and data collection.

• Coordination of implementing IT projects, subprojects, and enhancements within DevOps
• Management of IT service providers and responsibility for the quality of IT systems while meeting strategic guidelines
• Assisting in the creation of security-relevant IT documents, including security profiles, Data@Cloud, SCA, and penetration tests
• Full project management responsibility: monitoring and ensuring adherence to resources (scope, schedule, cost, and quality)
• Defining requirement profiles for external service providers and reviewing and evaluating proposals
• Supporting the setup and management of Windows and Linux servers in collaboration with Infosys, including configuring and enabling network ports

• Auditing processes and controls related to FATCA Germany.
• Checking proper release management for FATCA reporting software.
• Identifying areas for action.

• Designed components with Catia V5 (Generative Shape Design, Part Design, Drafting) and AutoCAD
• Full-flight simulator: developed a platform with an electromechanical system to move the platform and instructor/observer seats
• Airbus H145: designed seat slide rails
• VR flight simulator: developed a pedal mounting system
• Train simulator: designed a brake controller system
• Sketched concepts for quick visualization and as a communication tool
• Performed technical analyses, including statistical and tolerance analysis
• Collaborated with engineers and project teams to ensure manufacturability, cost efficiency, and quality standards compliance
• Managed and maintained CAD data in the PDM system (S4)