Operations Manager

• Set up and managed operational security in an upscale seasonal hotel. Responsible for staff training, risk analysis, emergency and access management, security documentation, and coordination with hotel management, employees, guests, partners and authorities.

Klinikum Nürnberg

Healthcare · approx. 10,000 employees; around 100 employees in HR

Mandate focus:

HR processes, document control and interface quality

• Recorded and structured inconsistent HR processes and cleaned up contradictory documentation.
• Coordinated work instructions, process maps, forms and diagrams for TVöD, TV-Ärzte and other employee groups.
• Clarified responsibilities, document storage and interfaces; revised Draw.io diagrams and reported to HR management.

Areas of expertise: HR Process Management, HR Operations, HR Governance, HR Documentation

Assignment focus: Leading digital restructuring in a highly regulated Defence and Aerospace environment. Focus areas: improving data flows and data quality, introducing paperless data collection in production, integrating machine data for automatic SPC calculation and process control, as well as cybersecurity analyses.

Main objectives:

• Analyze, structure and improve data flows and data quality in production
• Introduce paperless data collection in manufacturing areas
• Integrate machine data for automatic SPC data calculation and process control
• Implement digital restructuring while meeting regulatory requirements in the Defence environment

Measures and results:

• Analyzed and structured existing production data flows as a basis for control and reporting
• Established mechanisms to ensure data quality and availability across manufacturing areas
• Introduced paperless data collection in production — replacing manual and paper-based processes
• Integrated machine data for automatic SPC data calculation (control charts, Cp/Cpk) and real-time process control
• Conducted cybersecurity analyses in the production and IT environments

Area of responsibility: Project management for digital restructuring, paperless production, data management and data quality in a highly regulated Defence and Aerospace environment.

• Working as QA Operations Manager due to network transformation at Novartis.

• Management of security and governance initiatives
• Development of SAP BTP as an innovation platform
• Trusted advisor to executive management

Built & scaled Customer Operations from 2 to 20 employees in the B2B FinTech & hyper-growth environment

• Operational management of the take-away stand
• Purchasing, price comparisons, ordering goods and materials
• Quality control and compliance with legal requirements
• Staff training, shift planning, team point of contact
• Implementing ideas and guidelines from management
• Troubleshooting supply shortages, IT issues and staff shortages

• Design and delivery of the university module “Software Management” in the Bachelor’s degree program in Artificial Intelligence in Software Engineering
• Teaching software project management, project organization, stakeholder management, risk and quality management, and agile and hybrid project management
• Coverage of release planning, cut-over, go-live, handover to operations, and the operational impact of technical decisions
• Combining methodological foundations with experience from software development, customer projects, delivery, release management, testing, and IT operations
• Use of AI in software and project management

Methods and tools: Software project management, HERMES, PRINCE2, Scrum, Kanban, hybrid approaches, requirements engineering, risk and quality management, release management, test management, Moodle

Qlarin helps companies bring AI into the processes they already run, so that pilots become tools teams actually use every day, concept based on Design Thinking and Lean Management.

• Lead the full cycle: process analysis, identifying where AI saves real time, based on the QLARIN method (process clarity first, technology second).

• Owned day-to-day IT operations for Service Desk, Field Service, and on-call support, ensuring business continuity for a multi-site environment
• Led the transition from Lotus Notes incident tracking to ServiceNow, defining process design, workflows, roles, and reporting
• Implemented a modern telephony system with integrated reporting, enabling real-time visibility of volumes, wait times, and SLA adherence
• Launched a customer self-service portal and on-site walk-in support model to improve first-contact resolution and user experience
• Designed, documented, and rolled out SLAs, delivering targeted training for engineers and stakeholders to drive adoption and compliance
• Acted as process owner for service operations, establishing operating procedures, request/change/incident interfaces, and quality controls
• Partnered with business and IS/OT stakeholders to prioritize demand, reduce operational risk, and improve service reliability

• Lead the Solution Delivery Workstream
• Serve as IT Operations Manager ad interim
• Define, implement, and continuously optimize the Target Operating Model
• Design and implement incident and problem management processes
• Develop, maintain, and execute business continuity and disaster recovery plans, including DR testing
• Ensure system availability, performance, scalability, and compliance with SLAs
• Liaise between business stakeholders, SAP Basis teams, managed service providers, and cloud vendors
• Oversee incident, change, and problem management processes in line with ITIL best practices
• Lead service reviews and vendor performance evaluations
• Coordinate patching, upgrades, and enhancement cycles with SAP AG and application operations teams
• Monitor system health, performance, and security using SAP for Me
• Collaborate with IT security, infrastructure, and network teams to ensure system integrity
• Create, track, and manage project-related firewall requests
• Develop, coordinate, and deliver cutover activities for targeted system lines

Managing complex technology-driven transformations at the intersection of strategy, organization and execution. Advising and leading in transformation and program contexts, with a focus on program and portfolio management, transformation governance and operating models, organizational design and realignment, operational excellence, and change and transformation enablement. Senior sparring partner for managing directors and executives, coordinating interdisciplinary stakeholders and experts, stabilizing complex programs, and translating strategic target visions into implementable structures, responsibilities and decision-making processes.

• Strategy: Embedded full time in a scaleup to identify the cross team problems blocking company growth, particularly delivery speed and customer satisfaction.
• Problem Discovery: Ran 50+ interviews with internal team members and functional leads, identified 100+ problems and pain points across the organisation, then ran 10 workshops with executives and stakeholders to group findings into themes and build a prioritisation framework.
• Solution: Redesigned the entire subscription management experience for customers and the internal workflows supporting it across 5 teams, reducing manual work by 80% and improving CSAT from 3.8 to 4.1.

• Coordination and implementation of setting up and further development of applications in close collaboration with external service providers as the internal technical contact person
• Ensuring stable, proper operation and maintenance of business-critical applications to support central business processes
• Analysis, handling, and sustainable resolution of application issues (incidents, problems) including workarounds in 2nd and 3rd level support
• Planning, coordination, and implementation of changes in ongoing application operations according to ITIL processes
• Participation in project teams for maintenance, further development, and integration of interfaces between different applications
• Support in creating, maintaining, and executing test cases as well as assisting with system, integration, and acceptance tests
• Operation, deployment, and maintenance of containerized applications using Docker
• Installation, configuration, integration, and testing of server and application software in virtualized and cloud environments (VMware, AWS)
• Operation and maintenance of virtualized application platforms (Windows Server/Client, VMware, AWS Cloud)
• User, role, and permission management in complex enterprise environments
• Creation and maintenance of technical documentation (operations concepts, changes, projects, interfaces)
• Close collaboration with internal departments, project management, and external partners and suppliers