Frankfurt Rhine-Main Metropolitan Area
Senior IT Leader with 30+ years of international experience in IT strategy, transition & transformation and service management within complex, multi-cultural environments in small, mid-size or global organizations. Proven track record in organizational change, large-scale IT transformations and M&A integrations, combining strategic leadership with strong operational execution. Deep expertise in IT governance, service management and compliance, supported by extensive experience with leading frameworks and best practices such as ITIL, IT4IT, COBIT, MoR and MoC, including regulatory environments like SOX and GxP/GMP. Core strengths include: • IT Strategy, Transformation & Operating Model Design • IT Governance & Provider Governance (on/offshore models) • IT Service Management & ITIL Process Implementation • Organizational Change & Transition Management • M&A IT Integration and Infrastructure Consolidation • Global Service Delivery Models, SLA/KPI design, reporting & dashboards • Demand, Program, Project & Portfolio Management Led and delivered numerous global IT initiatives including: • Global Service Desk & Field Support implementations • Workplace and infrastructure consolidation & standardization • Identity & Access Management (IAM) rollouts • Ticketing / ITSM platform implementations and migrations Hands-on experience with enterprise ITSM platforms such as BMC Remedy, CA ServiceDesk Manager, Micro Focus / HPE Service Manager, CMDB, Orchestration, Asset Management and ServiceNow Change Management. Major Certifications & Credentials: • ITIL Service Manager / Expert (v2, v3, v4) • PRINCE2 (Agile) Practitioner • Certified SCRUM Master • Microsoft MCSE / MCSA • CCI (IHK) Certified IT Trainer Passionate about aligning IT with business strategy, building high-performing global teams and delivering sustainable transformation in complex organizations.
• Product- and service-based transformation of IT organization • Infrastructure teams (Server, Network, Cloud, OT /Production related IT) added • Full-service provider selection and transition to offshore outsourcing partner & SIAM integration • Transformation Program in progress
IT Service Portfolio & -Processes • Team to own, implement, run & automate ITIL based processes & frameworks • ITSM Platform owner (Servicenow ITSM, ITOM, ITBM, ITAM, HR) • Responsible for IT Service Portfolio, Transition incl. Service Design, Catalogue Management and CMDB modeling for IT and HR • Central function for CAB (Change Advisory Board), Problem- & Knowledge Management Identity and Access Management (IAM) • Team to implement, run & automate IAM processes, platform (empowerID, ClearSkye) and interfaces (e.g. SAP Success Factors, (Azure) Active Directory) • Responsible for User Lifecycle & Governance (e.g. Re-certification, JML) • SSO (Single Sign on) IT User Supply: • Team to ensure service delivery for user-related IT services (e.g. ServiceDesk- and Field Support) & equipment • Operational governance of Incident-, Knowledge-, Problem, Asset- Management & Request Fulfillment provided by internal IT - but also by external providers • KPI Management / Reporting • Escalation / Complaint management Workplace: • Team to provide standardized global workplace services incl. Mobile devices • Ensuring remote working by Citrix ASP / Microsoft WVD • Governance on backend services (e.g. Microsoft Intune, SCCM etc.) and M365 provided by external Service Provider Projects / major Activities: • Automation and efficiency projects to right size & optimize IT operations & support & staffing • Provider Selection for and transition to Managed Service for Microsoft based Workplaces & Nexthink • Internal consulting during Managed Service Provider selections for Infrastructure and Application projects (e.g. S4 HANA, Global Network etc.): Contract, SOWs, Governance models, KPIs, ITSM process integration, ServiceNow requirements etc. • Internal consulting to establish a Demand- and Project Portfolio team, policies & processes • Migration HPE / Micro Focus Service Manger to Servicenow • Implementation of SCRUM guide & processes for ITSM- and IAM Software developments
• IT Manager & Transition Lead during M&A Carveout for an IT organization of 86+ people and IT Landscape in EMEA, USA and Asia Additional Projects: • Several provider selections and Managed Service rollouts • Project to establish global IT Processes and ITSM Tool landscape • Project to establish a 24x7 Service Desk, Field Support & Major Incident Process • Implemented global CAB (Change Advisory Board) across all regions • Provider and tool selection for Identity and Access Management Tool Suite • IAM MVP Implementation & further development of JML-processes • IT Risk Management
Heading a department with 2 teams (22 people) to: - design & implement GmP- and ITIL-compliant processes and - own and run the underlying ITSM Tool Landscape with HPE/Micro Focus Service Manager (Incident-, Request-, Problem-, Knowledge-, Change- and Configuration Management modules + CMDB incl. auto-discovery + Orchestration + IT Portal with Service Catalog) Projects completed: A1) Process Consolidation and globalization from 3 independent IT Organisations into 1 Global IT A2) Replacement of heterogeniously grown ITSM Tools into 1 ITSM Tool Suite (HPE Service Manager) (Project Size: A1+A2 approx. 10.000 Man days) B) Responsible for IT Process Design and Implementation during global Service Desk and 2nd Level onshore outsourcing Project Project started and monitored before leaving the Company: -Rollout of a structured Asset Lifecycle process incl. HPE/Micro Focus Asset Manager.
Heading an interntional Team for Global Client/Workplace Software Lifecycle- and Portfolio Management for Office and production related environments
Process Framework Onwer for EIT. Implementation of SOX (ITGC) and ITIL compliant processes within the Enterprise IT organization. Integration of new IT teams into the existing Process- and Tool structure all over the world. Owning the ITSM-/Ticket Tool: CA Service Desk Manager with its Incident-, Request-, Problem-, Change- and Configuration Management modules + CMDB. Ensured KPI definition and monitoring incl. compliance monitoring (self audits). Accountable for the Global IT Change Management Organisation with 3 regional and 1 Global CAB (Change Advisory Board) 24x7
Started as Project Manager for SOX/ITGC compliance. Responsible for SOX Computer Controls roll out in whole EMENA (Europe, Middle East and North Africa). Working with local IT departments but also with regional IT department in Kelsterbach (close Frankfurt). Member of Global GCC Team (UTi's global IT SOX Controls Team). Promoted to Director IT Services & Compliance in 2007. Responsible & accountable for successful implementation of the EMENA Service Desk including ITIL compliant incident- and problem management processes. Owner of BMC Remedy Ticket tool. Managing the regional IT budget and monitoring local IT budgets in whole EMENA. Owning SOX compliance for EMENA and ensuring physical security for local Datacenter. 2008-2010: Global Director EIT Governance, Processes & Projects. Same topics as above + demand management and project management office.
Responsible and accountable for: regional and local helpdesk- and systemadministrator-teams, Network & Infrastructure in Northern Continental Region in Europe (DE, AT, CH, BENELUX, HU, PL, Scandinavia). Project roll outs for: server standardization and -consolidation, email migration (e.g. Groupwise 6.5 to Exchange 2000), OS-migration (e.g. NT 4.0 and Netware 6.5 to Windows 2000), harmonization of network hardware, integration of IT departments/-teams and -systems after aquisitions etc. Process and standards implementations like: IT procurement and asset management, incident management, change management, disaster recovery, NCR operating systems standards for PCs and servers etc. Supported IT Manager in Germany and IT Operations Director in London with budget creation / monitoring and for compliance topics.
2 years apprentice ship in Import, Export, Sales, Finance, Marketing, Warehousing, Procurement, HR and IT (successfull certification already after 2 instead of 3 years). Afterwards: AS400 Operation and PC & User Helpdesk. moved then after approx. 1,5 years into Server- and Networkadministration. Developed and provided user trainings for e.g. Email-Usage. Implemented IT Procurement and Asset Management Process.