IT Service Management Expert in Munich

Subproject Lead – Nearshoring Transformation

Project context: Support of a transformation program for relocating operational services to an international nearshore model

• Subproject lead
• Assessment of existing organizational and operating models
• Conducting GAP analyses
• Development of a sourcing readiness model
• Coordination of various departments
• Management of external partners
• Documentation of organizational changes
• Monitoring of the service provider / nearshoring partner

Overall business responsibility for a program-wide initiative to create a central, authoritative data foundation for business customer master data (contacts and locations) within an IT service management transformation program.

• Managed the Epic portfolio from exploration through launch; prioritization and quarterly planning in a SAFe environment
• Aligned business units, architecture, and IT delivery around a shared vision and clear rules for data ownership (Data Governance)
• Prepared and secured scope and key decisions with program leadership, including deliberate descoping
• Managed risks, dependencies, and escalations; reported to program leadership and the PMO
• Developed the 2027 roadmap as a basis for budget and portfolio planning

Result: a clear MVP scope, key decisions made, and a 2027 roadmap. The program continued after handover without any loss of knowledge.

The program supports the comprehensive realignment of the German Consumer Panel Services business. It combines a significant panel boost with the reprocessing of historical data and the integration of new receipt data. By significantly expanding and stabilizing the panel with the involvement of external partners, the aim is to improve the validity of the data base and create a reliable foundation for methodology, weighting and customer reporting. At the same time, historically grown processes for data delivery, OCR, matching, item QC, methodology and reporting are being harmonized, further developed technologically and reorganized. The goal is a scalable end-to-end landscape with higher data quality, clear responsibilities, reliable governance and sustainably manageable operational processes.

• Overall management of the restatement program, including the integrated roadmap as well as milestones, dependencies, risks and management decisions.
• Coordination of the panel boost and alignment of the required data deliveries, quality requirements and prerequisites for methodology, weighting and reporting.
• Alignment of business, product, data science, technology, operations and external partners around a shared target picture, aligned priorities and an integrated approach.
• Design of the organizational change triggered by the fundamental realignment of the data base, methodology and management logic, which has a lasting impact on established decision-making and collaboration patterns.
• Establishment and further development of governance, reporting and escalation structures as well as program-wide monitoring and operational processes for reliable management and sustainable handover.
• Management of critical data, technology and provider dependencies, including reprocessing, OCR transition and the timely synchronization of delivery, testing, methodology and reporting.
• Orchestration of international collaboration with teams and stakeholders in Germany, the United Kingdom, Portugal and Romania, as well as with external suppliers in Germany and Austria.

Impact Areas and Expertise: Program & Delivery Leadership, Business & Technology Alignment, Organization & Transformation, Governance & Sustainable Operations, Strategy & Target, Methodic Leadership, Transformation & Change Leadership, Executive Advisory

• 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

• IT solution (Interim Marketing and Product Portfolio Manager DACH): Established the brand as the market leader for automated proctoring solutions; built key influencers in higher education and corporate learning; built a sales pipeline and a targeted lead generation process; delivered all online and offline media; developed a PR strategy for regular and crisis communications
• IT solution (e-ID platform provider): Market and potential analysis and business plan assessment for the DACH region; target group segmentation; translated requirements for product management; generated initial pilot projects; developed targeted messaging; PR strategy for special-interest media
• IT solution (mid-sized partner for a leading CRM solution): Analyzed market potential in DACH; developed the business plan and repositioned the company; built lead generation; doubled revenue within two years by integrating marketing and sales
• Energy (Marketing and Product Portfolio Consultant for an investment company with more than 200 investments): Developed a concept to market different service companies under one umbrella brand; delivered an event concept for the annual group meeting; advised on the selection of an advertising agency
• Furniture (Product and Marketing Manager for a mid-sized Italian furniture manufacturer): Market potential analysis and risk assessment for DACH; defined the revenue plan for Germany and Austria; developed the Go2Market strategy; positioned the brand in the upper mid-price segment; won the first specialist retailers and end-customer projects; developed the brand story, corporate design, and communication materials
• IT solution (Interim Marketing and Product Manager DACH for an electronic signature portal): Launched the solution; formulated key messages for lead generation; defined value propositions by industry and target group; delivered online activities and a trade fair concept; won the first pilot customers and built the sales pipeline
• IT solution (Interim Marketing Director and Product Management for a mid-sized ITSM consultancy): Repositioned the company; established it as a relevant partner for large corporations; built lead generation and aligned sales and marketing; built the sales pipeline; connected licensing and professional services; developed a PR strategy; increased revenue from 2.5 million to approx. 18 million after 4 years

• Managed the successful overall Trial and Commercial deployment of OpenRAN technology and swap-out of legacy SRAN for 2 mobile network operators in Germany.
• End-to-End Project life cycle governance and coordination of multiple Workstream leads i.e. Operations, Performance, Site Solution Management, Design, SW Delivery, Integration & Implementation, OSS Tools, 3rd-party Resource Support.
• Project planning to cover major milestones by delivering roadmap alignment in compliance with the German Network Regulatory Agency (BNetzA), as a vendor.
• Provided pre/post-Sales support to the Accounts Team for RfP/RfQ submissions.

• Providing expertise in management consulting to support the improvement of frontier AI models for a leading AI lab

• Support migrants with visits to authorities or their search for housing
• Help children or adults with learning
• Create application documents or help find an apprenticeship

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

PROFILE Senior Oracle specialist, consultant and DBA with many years of experience in planning, architecture, installation, migration, operations, performance tuning and troubleshooting of large Oracle database environments. Focus on Oracle Database 19c and enterprise architectures with RAC, Active Data Guard, Golden Gate, Exadata, RMAN and CDB/PDB. Experience in heterogeneous enterprise environments on Linux, AIX, Solaris, HP-UX and Windows, as well as in cloud and migration projects. Over many years, worked as a technical consultant, DBA, architect and project manager for banks, insurers, energy providers, public institutions, industry, automotive and aviation. Combining technical Oracle expertise with operations concepts, migration, project planning, documentation and customer consulting.

ORACLE FOCUS AREAS

• Oracle Database 19c – installation, upgrade, patch/RU management, operations and troubleshooting
• Oracle Database 21c / 23ai / 26ai – knowledge of current Oracle release lines
• Oracle RAC, Active Data Guard, Data Guard, Oracle GoldenGate
• CDB / PDB, multitenant architectures and enterprise database operations
• Oracle Exadata and highly available database environments
• RMAN – backup, restore, recovery, migration and disaster recovery scenarios
• Data Pump (EXPDP / IMPDP), Transportable Tablespaces (TTS) and database-based migrations
• Performance analysis, SQL / PL/SQL, tuning, troubleshooting and capacity planning
• Oracle Enterprise Manager / monitoring and technical operational support
• Oracle Security: Wallet, TDE, Database Vault, VPD / RLS
• Oracle DWH / BI: OBIEE, ODI, OWB and Discoverer
• Oracle Applications / E-Business Suite and Oracle-based application environments

CURRENT PROJECTS

Scope Solutions AG, Basel / CH | 08/2023 – ongoing Oracle Project Management and DBA

• Installation, maintenance and regular upgrades of Oracle database systems with a focus on Oracle 19c.
• Patch and release management including OPatch and Release Updates; operations on RHEL 8.x, SLES 15.x and Windows.
• DBA support for customers in DACH and Europe and support of production, load test and other CDB/PDB environments.
• Technical operating processes and documentation via Confluence; support and service requests via My Oracle Support / Metalink.

Federal Employment Agency, Nuremberg | 04/2022 – 10/2023 Oracle Operations Support / DBA

• Operations and regular upgrades of Oracle-19c database systems on SLES 15.x.
• DBA for around 2,100 PDBs on RAC and Exadata in production, integration, load test and other environments.
• Configuration management via ARS Remedy; workflows and technical documentation via Jira and Confluence.
• Operations support and processing of service requests via My Oracle Support / Metalink.

Federal Statistical Office, Wiesbaden | 09/2021 – 03/2022 Oracle Operations and Architecture – 2022 Survey

• Merging data into a central Oracle-19c database system.
• Design of import/export procedures for the central data structure.
• KPI and performance architecture for analyses.
• Training employees in Oracle performance and DBA topics.

E.ON Digital Technology, Landshut / KKI | 03/2019 – 12/2021 Oracle Operations, Architecture and DBA

• Patch concepts, technical documentation, installation, database administration and operations of Oracle 12c/19c.
• AIX 7.x, LPAR administration including VIO server and software distribution with NIM.
• Performance monitoring and monitoring.
• Backup and restore with TSM / IBM Spectrum Protect and Oracle RMAN.
• Installation of Enterprise Manager 13c with WebLogic Server 12.1x; employee training.

KaPe Munich – various end customers in DACH / Europe | ongoing / various projects Oracle DBA, architecture, migration, DWH consulting and project management

• Many years of consulting and operational DBA work in various Oracle architectures.
• DWH/CRM platforms: planning, analysis, performance and tuning, as well as business analysis.
• RAC, Data Guard, Transportable Tablespaces, RMAN and Oracle 11g/12c in enterprise environments.
• Customer projects including Burda, Deka, E.ON, Otto Group and Augsburger Allgemeine.

AXA, Germany / Europe | 09/2018 – 02/2019 Oracle DB Operations and Migration – Cloud Architectures

• Planning, methodology and execution of Oracle database migrations to IBM Private Cloud / Spectrum and AWS Public Cloud.
• Creation of Oracle databases in the cloud with SLES and Terraform templates.
• Technical architecture work and cloud KPIs.

RWE / SÜWAG / Syna, Germany | 07/2016 – 09/2018 Oracle DB Migrations 11g/12c and Project Management

• Design, planning and execution of Oracle database migrations 11g → 12c with platform and architecture changes.
• Windows Server 2012/2016 and setup and migration of Enterprise Manager/WebLogic-based monitoring environments.
• Use of Data Guard, TTS, EXPDP/IMPDP and RMAN based on analysis of application requirements.
• Performance and tuning for Oracle 11g/12c.

MTU Aero Engines, Munich | 01/2016 – 03/2017 Oracle DBA / Requirements Engineer

• Operations and development of Oracle 11g/12c databases and application workflows.
• Interfaces to SAP via BAPI.
• Design and management of APPS modules with Visual Basic / Visual Studio and PL/SQL; version control with SVN.

UBIS (HVB), Munich | 04/2012 – 08/2015 Oracle Operations, Architecture, DBA and Project Management

• Oracle-based operations and migration of MUREX and Sophis trading platforms.
• Oracle Security, Wallet, Tablespaces, RAC, Data Guard, Database Vault, GoldenGate and DWH.
• Project management for Oracle DWH migrations and release changes from 10g to 11gR2.
• Migration OWB 11gR2 → ODI 12c and introduction of Oracle Database 12c.
• Platforms: Red Hat, AIX and Solaris.

WWK Deutschland a.G., Munich | 09/2010 – 03/2012 Oracle DB and HP-UX → Linux Migration

• Architecture, planning, operations concept and migration of 104 databases from an HP-UX cluster to Red Hat Linux.
• Single Instance with Veritas Cluster and 2-node RAC 11.2.0.2; four Data Guard databases.
• Project management for OWB/DWH migrations (>1 TB), including tuning, PL/SQL, mappings and metadata.

Allianz Deutschland, ACAS Stuttgart | 03/2010 – 09/2010 Technical DWH Project Manager

• DWH project for processing European ETL data sources.
• Business analysis and requirements management for automated loading processes.
• OWB, PL/SQL, SQL*Loader, Oracle Advanced Security / TDE, Oracle BI and Database Vault.

NETMA, Munich-Taufkirchen | 08/2007 – 02/2010 Oracle Specialist and DBA for Oracle Applications 11i

• Operations of Oracle 9i/10g and Oracle Applications 11.5.10.
• Design and development of APPS modules with PL/SQL and SVN.
• Oracle RAC, Enterprise Manager, Oracle Application Server and migration tests.
• Platforms: AIX, SLES, Windows and HP-UX.

BT Germany, Munich | 11/2007 – 04/2008 Oracle DB Migration

• Migration from Oracle 8i to 10gR2 in a Solaris cluster environment.
• Preparing offers, project planning and process planning.

Itellium (KQ), Nuremberg | 02/2007 – 08/2007 Oracle DWH Specialist

• Design and analysis of a DWH focusing on master data and logistics.
• Oracle Designer, OWB, Oracle Database, ETL, PL/SQL and External Tables; data volumes up to approx. 5 TB.

Oracle Deutschland GmbH, Munich | 10/2006 – 02/2007 and further assignments Oracle Specialist / Consultant – Data Migration and DWH

• Consulting for customers such as Volkswagen, GE Money Bank, WeKa, KSB, Swisscom and British Telecom.
• Migration Discoverer EUL4 → EUL5i, database optimization, Data Guard and web/database analysis.
• Performance and tuning on Solaris and Linux.

HaSpa, Hamburg | 07/2006 – 10/2006 Oracle Specialist / Consultant – Data Migration and DWH

• Setup of an Oracle-10gR2 environment for banking applications.
• Data transfer from DB2 / OS390, architecture, sizing, tuning and performance.
• Data preparation and integration with OWB.

AUDI, Ingolstadt | 02/2005 – 06/2006 Oracle Consultant and DBA

• Operations, installation and maintenance of Oracle 9i/10g and IAS 10g.
• RMAN, Oracle RLS, Oracle HTMLDB, Veritas Cluster, Solaris and AIX / HACMP.
• Database cloning and migration 9i → 10g; approx. 200 systems up to 4.5 TB.

Photocolor, Kreuzlingen / CH | 11/2003 – 01/2005 Project Manager / Oracle

• Implementation, configuration, technical support and acceptance of an Oracle ERP/CRM solution.
• Oracle Applications, Oracle 9i, Solaris, HP-UX, OWB and Mercury TestDirector.
• Project scope approx. 2 TB; reporting to management.

ZPD NRW, Duisburg | 05/2003 – 10/2003 Oracle Consultant

• Consulting, PL/SQL training and project planning for a nationwide Oracle Forms integration.
• Oracle on HP Superdome / HP-UX; data volume 1.2 → 2.5 TB, sizing up to 5 TB.

Messe München GmbH | 11/2002 – 05/2003 Project Manager / Oracle

• MIS/DWH solution with OWB, Discoverer, Oracle 11i / 9i and RAC.
• Architecture, design, integration, troubleshooting and consulting for data volumes of 1.5–2 TB.

Aria SA Integration, Geneva / CH | 09/2002 – 11/2002 Oracle DBA and Consultant

• Oracle 8.1.7.4 / 9i; merging the Stuttgart and Geneva databases via replication.

• Configured Topics, Microsites into rich content portal widgets, Content Library, landing pages and automated client portal data sync, reducing manual effort by 80% and elevating self-service engagement.
• Architected optimal display across devices and varying resolutions to enhance user accessibility and experience.
• Set up and customized Azure VM integration by utilizing Catalog Items, PowerShell scripting and workflow orchestration.
• Analyzed and translated business requirements into scalable solutions, leveraging ServiceNow scripting to enhance platform functionality and elevate user experience.

Key ServiceNow Skills: Service Portal, Widget Development, Catalog Items, PowerShell Scripting, Workflow Orchestration, Content Management.

• Analysis and optimization of the VMware environment for operation in a KRITIS environment
• Planning and implementation of updates to the VMware and hardware environment in a KRITIS environment
• Set up Skyline Health Diagnostics
• Review of the existing documentation
• Training and onboarding of new internal employees
• Support with migration and upgrade projects
• Preparations for moving scripts in the virtualization environment to GitLab
• Ticket processing with Service.Now

GenAI – Chat & Voicebot

Setup of a GenAI solution with a knowledge base as well as chat and voicebots.

• Definition of use cases and chat/voicebot functionalities
• Project setup for cloud, knowledge base, LLMs and RAG
• AI guardrails, IAM concept
• Governance, Risk & Compliance (GRC)

Result:

Setup of an enterprise GenAI solution with knowledge base, chat/voicebots, IAM and governance.

• Strategic consulting, technical consulting, interim management, and training
• Management consulting and development of application solutions through interdisciplinary solution approaches
• Employee and team development as well as innovation and communication management