IT Service Management Experts in Munich

Kai Z.

Enterprise Program & Transformation Management Governance • Delivery • Business & Technology Alignment

Last position:

Enterprise Program Manager / Program Lead at YouGov Consumer Panel Services

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

Andreas Z.

Senior IT Project Manager · Service Owner · ITSM · SIAM · Operating Models & Governance

Last position:

Transformation Architect / Business Analyst at IT Consulting

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

Vicenco K.

Interim IT Team Lead / IT Service Management / IT Project Management / Solution Architect

Brunnthal

Last position:

ITSM Project Manager (self-employed)

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

Madhurima Y.

ServiceNow Developer

Last position:

ServiceNow Developer at Globant

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.

Tezcan D.

Solution Architect / Project Manager

Last position:

Solution Architect / Project Manager at German Football Association

Overall responsibility for the project lifecycle from scope definition to completion
Close collaboration with platform teams, IT leaders, and external service providers
Application of SAFe principles and structured sprint work
Creation of a migration roadmap with clear milestones
Monitoring of the lifecycle: onboarding, repository migration, replication of permissions, and system tests
Visualization of the architecture with PlantUML and Gliffy as well as documentation in Confluence
Regular status reports and running knowledge transfer sessions

Kai P.

Oracle Project Management and DBA

Last position:

Oracle Project Management and DBA at Scope Solutions AG

Installation, maintenance and regular upgrade of the DB systems with 19x
Use of OPatch and RU 19.27 on RHEL 8x, SLES 15.x and Windows
DBA for DACH and European customers in production and last test environments (e.g. Konrad Adenauer) as well as others in CDB
Processes via Confluence
Support in operations for customers SR via Metalink

Christian M.

Self-employed business consultant

Last position:

Self-employed business consultant at CuriousMinds Unternehmensberatung

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

Manfred S.

Managing Partner

Munich

Last position:

Managing Partner at Management consulting for business development, marketing and sales

Industries: Solutions and products that need explanation in B2B sectors.

IT solution: Interim Marketing and Product Portfolio Manager DACH, provider of an online proctoring solution for universities and corporate customers for fully automated exam supervision.
Establishment of the brand in the market as a perceived market leader for automated supervision solutions. Building key multipliers in the higher education segment and in the corporate learning environment. Building a sales pipeline and establishing a targeted lead generation process. Implementation of all online and offline media with market-appropriate and target group-specific messaging. Development of a PR strategy for regular communication and crisis communication.
Development of the sales strategy and implementation of sales measures. Management of the sales team.
IT solution: Provider of an e-ID solution platform
Market and potential analysis, evaluation of the business plan for the DACH region, development of target group segmentation. Based on this, derived the requirements for product management. Generation of first pilot projects based on the developed lead generation measures. Development of target group-specific messaging. PR strategy to position the brand in special-interest media. Development of the ICP and definition of the sales approach. Definition of customer arguments and value propositions for sales measures.
IT solution: Mid-sized partner of a market-leading CRM solution
Analysis of the market potential in DACH, development of the business plan, repositioning of the company. Building lead generation. Winning new projects based on the new direction. Doubling revenue within two years by linking marketing and sales.
Energy: Marketing and Product Portfolio Consultant investment company with more than 200 holdings
Concept for marketing the different service companies under one umbrella brand. Implementation of an event concept for the annual multi-day group meeting. Advice on selecting a suitable advertising agency.
Furniture: Product and Marketing Manager Mid-sized furniture manufacturer from Italy
Analysis of market potential, evaluation of risks and opportunities in the German market, definition of the sales plan for Germany and Austria, development of the go-to-market strategy, positioning in the upper middle price segment. Winning the first specialist retailers. Development of the full brand story, corporate design and communication materials online and offline. Winning the first end-customer projects.
IT solution: Interim Marketing and Product Manager DACH portal for electronic signatures
Launch of the solution, which was already known in other European countries. Formulation of key messages for targeted lead generation. Definition of value propositions tailored to the respective industry and target group. Implementation of online measures and a trade fair concept. Winning the first pilot customers and building the sales pipeline after 6 months.
IT solution: Interim Marketing Director and Product Management for a mid-sized ITSM consulting firm
Repositioning of the company. Establishment as a relevant partner between large corporations. Building lead generation. Harmonization of sales and marketing. Successful build-up of the sales pipeline. Linking of license and professional services. PR strategy. Development of the sales strategy to generate own leads and reduce dependency on manufacturers. Definition of sales processes. Implementation of CRM processes to evaluate the pipeline and forecast metrics. Result: revenue grew from 2.5 million to approx. 18 million after 4 years.

Ernst H.

Support/Development/Consulting – Process Development, E-Invoicing, XRechnung, ZUGFeRD

Last position:

Support/Development/Consulting – Process Development, E-Invoicing, XRechnung, ZUGFeRD

Support and further development of a complex process for creating XML documents for electronic invoices / E-Invoicing (XRechnung, ZUGFeRD)
Automation of operational processes, process development and optimization
Development of frontend applications with MS Power Apps
Porting SQL Server 2016 to SQL Server 2022
SQL Server database administration

Mohamad D.

Project Engineer

Last position:

Project Engineer at BMW Group AG

Designed and implemented Azure Kubernetes Clusters, and managed DNS and Firewall solutions, enhancing network security and reliability.
Led projects using Agile Scrum methodologies to streamline development cycles and improve project efficiency.
Fostered and maintained relationships with suppliers to ensure timely project deliverables and resource availability.
Managed continuous integration and delivery (CI/CD) pipelines using Jenkins, Sonar, GitHub, Bitbucket, and Terraform within the BMW Azure Cloud environment.
Utilized Fortify SSC and Contrast AST for robust application security testing.
Directed DevOps engineering initiatives on the SAP Business Technology Platform (BTP), focusing on streamlining development and deployment processes.
Service Now governance, risk und compliance (GRC&IRM).

Sven H.

Process Architect (Symbio, Signavio)

Munich

Last position:

Process Architect (Symbio, Signavio) at IT service provider for an international premium automaker

Analyzing, aligning and modeling business processes (BPMN 2.0) for the 'The New Retail' program in the areas of invoicing, tax, customs and accounting
Tracking user stories and their impact on processes
Point of contact for preparing the tool migration from Symbio to Signavio for the mentioned areas
Power user after the introduction of Signavio, point of contact and coach for other process modelers

Paul W.

Architecture Consultant (Freelance)

Last position:

Agentic AI Solution Architect at Solvd GmbH

As the Solution Architect for Agentic AI in auto claims processing, I led global customer delivery implementations, encompassing solution design and detailing, multi-tenancy, process flows, integration with third-party solutions, and localization requirements.

Architectural Analysis: Conducted in-depth analysis of business requirements, managing requirements and creating detailed specifications.
Service Definition: Developed comprehensive technical definitions for services and integration contracts.
AI Process Management: Automated AI process management, focusing on analysis, optimization, and continuous improvement.
Requirements Gathering: Facilitated requirement-gathering sessions and analyzed business processes to identify optimization opportunities.
Agile Collaboration: Employed agile methodologies, working closely with stakeholders to ensure alignment and responsiveness.
Technical Support: Assisted senior management with technical analyses and deliverability assessments.

Konstantinos M.

Senior Project Manager

Unterhaching

Last position:

IT-Fly Specialist – Global Rollout at Lufthansa Group

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

Eva Z.

Manager Business Service Management & Digitalization

Gröbenzell

Last position:

Manager Business Service Management & Digitalization at Dacoso GmbH

Developed and operationalized a digitalization strategy to ensure a seamless value chain across all business areas in coordination with executive management
Implemented a process management standard and led the process organization
Program management: directed the design, implementation and coordination of the rollout across all value-adding business units
Reported on the program to stakeholders and executive management
Supplier management: selected, contracted and managed suppliers within the digitalization program
Redesigned the process organization, defined new process standards and developed training programs

Andreas R.

Manager, Senior Expert IT (Special Tasks)