Service Managers in Germany

Using periods between projects to deepen leadership skills and Change Management methods.

• Personnel and culture development: Supporting specialists and managers with professional reorientation and providing strategic coaching for successful self-presentation.

• Empowerment & Performance Coaching: Conducting systemic personality assessments to identify performance bottlenecks and specifically develop strengths within teams.

• Moderation & Training: Managing interdisciplinary workshop and seminar groups in both industrial-technical and commercial environments.

• Strategic and operational leadership of the technical service organization
• Improvement of all processes and workflows
• Development and introduction of a service management IT tool incl. AI database, customer app, and self-service portal

• Development of a comprehensive transformation model for IT departments and ITSM organizations, from operational stabilization through structuring and optimization to strategic advancement
• Design of a transformation matrix that connects development phases with the implementation activities Position, Focus, Model, Enable, Anchor and Develop
• Development of assessment, maturity and decision-making logic to determine the operational starting point, the appropriate entry point and the prioritized areas of action
• Structuring of an end-to-end approach from current-state assessment and target vision through operating model, roadmap and service modules to implementation and integration into steady-state operations
• Derivation of combinable consulting and implementation modules, including methods, deliverables, role models, governance structures and transformation paths
• Collection, structuring and prioritization of business requirements from the perspectives of IT management, service management and operational roles
• Translation of requirements into target visions, process and role models, decision criteria and traceable deliverables

Environment / Tools: ITIL 4, IT4IT, Operating Model Canvas, SIAM, maturity models Kanban

• Redesign of legal operations: standardised workflows reducing routine effort by up to 80%, with source citation, hallucination check as quality gate, role model, logging and audit trail.
• Compliance-by-design operating model (EU AI Act readiness, GDPR, eIDAS) with documented, releasable process steps.
• Roadmap, sprint planning and release management for an agentic RAG platform with counsel-in-the-loop approval, audit trail and German hosting.
• EU AI Act readiness, GDPR and eIDAS requirements managed as first-class project deliverables; go-to-market for two customer verticals.

• Definition and implementation of the global strategy for IT site infrastructure products and services, ensuring scalability, security and compliance
• Leadership and development of a high-performing team of IT site management specialists, promoting collaboration and professional development
• Monitoring the quality of IT services for sites and ensuring timely delivery and compliance with company standards
• Central point of contact between Corporate IT, regional IT teams and business stakeholders for site infrastructure topics
• Driving innovation and process optimization in the delivery and operation of IT site infrastructure
• Responsibility for the product lifecycle of IT site infrastructure solutions, from design through retirement
• Management of global demand for IT site infrastructure services and ensuring alignment with IT demand management processes
• Establishment and monitoring of KPIs for service delivery and product performance
• Ensuring compliance with IT security, data protection and regulatory requirements
• Management of supplier relationships and negotiation of contracts for IT site infrastructure services
• Budget planning and cost optimization for IT site infrastructure
• Review, improvement and implementation of ServiceNow processes

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

• Focus on winning new enterprise IT projects and further developing the IT Service and Application Management profile
• Available for new projects in Application Management, IT Service Management and Application Operations

• Developed and optimised structured support workflows and evaluation procedures, applying consistent quality standards across high-volume operational tasks.
• Monitored performance metrics to identify systemic issues and drive targeted improvements — a skill directly transferable to LLM performance metric analysis.
• Managed escalations and maintained high accuracy and satisfaction standards in a fully asynchronous, remote-first environment.

• Ensured 99%+ platform availability across Android, iOS, and web, maintaining zero customer-impact and zero P1 incidents through proactive monitoring and risk mitigation.

• Led Incident, Problem, and Change Management with offshore operations and vendors, driving rapid issue resolution and improving product stability.

• Partnered with QA teams and international OpCos to validate defects, reproduce issues, and enhance product quality using real-time customer insights.

• Managed end-to-end lifecycle activities including platform migrations, infrastructure upgrades, certificate renewals, and integrations (Identity, API, Messaging).

• Established operational excellence and governance by designing service support models, leading Early Life Support (ELS) and post-launch stabilization, delivering KPI reporting, and ensuring seamless transition from project to service management.

• Product: Secure Net - Classic, Converged & Home Wifi Protect

• Product Description: The all-in-one digital security service that helps keep you and your family safe online when using the Vodafone (Mobile and Broadband) network. Get alerts if your personal information shows up anywhere it shouldn't, whilst we find and block malicious content across all your devices using.

• Clients: Vodafone OpCos - Spain, Italy, UK, Ireland, Greece, Turkey, Germany, Portugal, Romania

• Role & Location: Service Manager for Lifecycle and Operations at Düsseldorf, Germany

Worked with/on: ITSM Remedy, Jira, Confluence, Splunk, Dynatrace, Tableau, Mongo DB, Google Analytics, App Follow

• Coached teams in Agile methodologies and Scrum framework implementation.
• Aligned the product roadmap with business goals such as increasing bookings, improving user experience, and expanding supplier integrations.
• Collaborated with developers and third-party providers to ensure smooth API integration and end-to-end functionality.
• Created and continuously refined the product backlog with user stories, bugs, and technical improvements.
• Prioritized backlog items based on business value, revenue impact, and regulatory deadlines.
• Worked closely with backend and frontend teams to clarify dependencies and prioritize technical debt.

As part of the preparation and operational support of a business succession:

• Company analysis: Analysis of the overall economic, organizational and structural situation (current state, strengths/weaknesses, risk potentials)
• Process analysis: Recording and documentation of all relevant business processes (BPMN, UML) in the areas of management, finance, procurement, sales and operations
• Process optimization: Identification of weaknesses and inefficiencies, development and operational implementation of improvement measures
• Stakeholder management: Identification and analysis of all relevant internal and external stakeholders; structured communication and coordination with previous and future owners, shareholders and employees
• Change management: Supporting the workforce and management through the handover process; building acceptance and trust among all participants
• Governance & documentation: Creation and handover of structured operation manuals, process documentation and organizational handbook for the new business owner
• Risk & vulnerability analysis: Assessment of operational and strategic risks in the handover process and development of recommended actions
• Operational support: Interim takeover of leadership tasks; ensuring business continuity during the transition phase

• Implementation of Rittal MDC’s hybrid data center (on-premises, Azure and local)

• Implementation of backup solution (Azure, Azure local, M365 and Entra ID) with Rubrik

• Application migration and optimization

• Client management (Intune) with Microsoft 365, Office 365 (Exchange Online, OneDrive, MS Teams, SharePoint Online)

• WAN migration and network optimization including Cisco Umbrella, network segmentation and microsegmentation in IT and OT areas

• Implementation of comprehensive WLAN

• Active Directory, Azure AD and Azure tiering model

• Security optimization (NIST, SoSafe, BitSight, SecureScoreCard)

• IT Service Management implementation (ITIL, workflows, ticket system, SIEM and SOC monitoring)

• Strategy consulting and reporting to CIO

• Tendering and selection of service providers for various managed services

• Maintaining operations for IT infrastructure security topics

• Creation, updating and monitoring of project plan/progress, business case and PMO

• Planning and managing work packages, costs, resources, risks, quality, communication and configuration management

• Stakeholder analysis, HR and procurement management

• Holistic view of data security and privacy (IT baseline protection, GDPR)

• Monitoring, reporting and compliance with project management processes and standards

• Review and adjustment of IT service contracts based on customer requirements

• Management of new and existing IT service providers

• Solution design / requirements management

• Software packaging and distribution with SCCM/MECM
• Application responsibility and support (50–100 applications)
• Documentation via ticket system
• User management via AD console
• Software updates and distribution
• Maintenance and updating of software packages
• Customizing scripts with PowerShell
• Rolling out and implementing new software
• Supporting IT security and compliance

Tools and software: Confluence, M365, Active Directory, Intune, Endpoint Management, SCCM/MECM, PowerShell, VMware Hardware: Lenovo, Cherry, Plantronics, Jabra + peripherals

• Stabilized the cross-site workplace/printer rollout and transferred it into reliable operational processes. Ongoing hospital operations, new naming conventions, new print servers in a different AD structure, Kerberos dependencies, management systems and inconsistent inventory data.
• Took over technical workstreams and escalated risks at an early stage. Interface between IT operations, project organization, internal employees and external service providers; independently responsible for critical technical workstreams without formal overall project management.
• Fully consolidated the central master/rollout data. Correlated serial number, MAC, IP, location and old/new device references from several sources and established them as a shared working basis for rollout, follow-up work, location and toner processes.
• Technically stabilized the printer rollout. 717 devices in the consolidated rollout scope, including 431 replacement devices; 114 documented deviations. Controlled, created or validated around 2,000 printer/queue objects.
• Proposed Location B as an independent work package and managed it technically. Consolidated 216 old devices into 88 new devices; implemented this in around 10 working days with 1-2 external technicians. Prepared ClearPass, TXT/mapping and ORBIS offset topics in parallel.
• Made several thousand existing TXT/VBS client assignments suitable for bulk migration. Defined old/new mapping, new print servers, Follow-Me, queue, suffix and tray logic; developed checking/correction logic for incorrect manual names.
• Built and productively verified cross-domain FollowMe. Used the historical username attribute to map between the old and new AD domains; stopped further expansion when data quality was no longer reliable.
• Developed the technical approach for hardware/queue reconciliation. Correlated standard lists, print server objects and real devices using IP/SNMP; defined rules for MAC, serial number, IP, location, toner, trays, keep/remove/rename, duplicates and rollback.
• Built AI-assisted automation under time pressure. Developed and stabilized PowerShell/XML tools with independently developed process, data and validation logic, test cases, logging, DryRun/guardrail approaches, error analysis and live validation.
• Designed an HTTP/web platform as a target architecture that was not introduced into production. Technically designed ASP.NET Core 8, .NET Worker, SQLite and PowerShell 5.1 for job control, target/actual comparison, logging/audit, recovery, queueing and locking.
• Operationalized toner, location and operational processes. Consolidated TA-Cockpit location data; established toner/order logic with prioritized run lists; supported Follow-Me, duplex and Scan2Mail pilots.
• Worked out the KRITIS/emergency topic in detail. Structured and visualized printer operations during power/infrastructure failures, coordinated internally and supported the integration into the emergency concept.
• Coordinated the workplace/IGEL client rollout with 1.200+ thin clients from a technical and operational perspective. Prepared the project from 11/2025 and continued it from mid-09/2026. Technically reviewed and structured the process from unpacking and labeling/inventory to setup; handed over operational unpacking/label coordination to a colleague so several employees could work in parallel.
• Personally prepared around 120 thin clients for production. Together with a technical colleague, primarily responsible for finding a solution for automated IGEL-OS-12 installation; productive automation is currently still open.
• Saved around 83 hours of manual ClearPass data entry. Created a PowerShell/import script for ClearPass and demonstrably saved the network colleague around 83 hours of manual entry for 1.200 thin clients; at the same time, significantly reduced the risk of manual errors.
• Supplied formal project management with technical results. Operational results, technical feasibility, process structure and status from the responsible workstreams serve as an important basis for steering by the official project manager.
• Documentation & handover. Documented rollout, AQrate, TA-Cockpit and automation processes, conducted training and tested, configured and prepared around 25 digital medical carts for operation.