Operations Teamleiter & Service Delivery Manager im IT-Bereich
Aktualisiert am 02.09.2025
Profil
Freiberufler / Selbstständiger
Remote-Arbeit
Verfügbar ab: 01.10.2025
Verfügbar zu: 100%
davon vor Ort: 0%
Kommunikation
Kundenbetreuung
Teamleading
Prozessentwicklung
Projektmanagement
Auslandserfahrung
German
native
English
fluent (Professional Working Proficiency)
Polish
fluent (Professional Working Proficiency)
French
Intermediate

Einsatzorte

Einsatzorte

Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

1 Jahr 11 Monate
2024-10 - heute

Providing Tier 3 expert support

M365 Support Engineer tier 3 SharePoint Power Apps ...
M365 Support Engineer
  • Provide tier 3 expert support for VW Financial Services Germany across Exchange Hybrid, SharePoint, Intune and Power Apps environments
  • Design and implement Exchange Hybrid configurations for 10,000+ user enterprise environment 
  • Develop PowerShell automation scripts reducing manual tasks by 40% and improving deployment efficiency 
  • Lead technical training sessions for end-users and IT staff on M365 best practices
  • Maintain 98% customer satisfaction rating through effective incident resolution and communication
tier 3 SharePoint Power Apps PowerShell Communication customer satisfaction Financial Services Lead technical
LTIMindtree Poland
Warsaw (Poland)
8 Monate
2024-02 - 2024-09

ServiceDesk

ServiceDesk Agent IT infrastructure issue resolution proactive ...
ServiceDesk Agent
  • Achieved 90% first-call resolution rate supporting Landesbank Baden-Württemberg's IT infrastructure 
  • Reduced system downtime by 20% through proactive diagnostics and preventive maintenance 
  • Managed high-priority escalations and coordinated with specialized teams for complex issue resolution 
  • Documented and maintained knowledge base articles improving team efficiency by 25%
IT infrastructure issue resolution proactive diagnostics knowledge base preventive maintenance
Finanz Informatik Technologie Service Germany
Stuttgart (Germany)
1 Jahr 3 Monate
2022-11 - 2024-01

Managing a distributed IT desktop team

Supervisor IT Desktop Global IT projects budget process improvements
Supervisor IT Desktop Global
  • Led distributed IT Desktop team of 4 members across India, Italy and Poland, reducing operational disruptions by 15% 
  • Achieved 96% incident resolution rate while managing service requests and project deliverables 
  • Implemented process improvements resulting in 20% efficiency gain in ticket handling 
  • Successfully delivered 5 major IT projects ahead of schedule and within budget
  • Established weekly stakeholder meetings improving cross-team collaboration by 30%
IT projects budget process improvements
MoneyGram International Poland
Warsaw (Poland)
3 Monate
2022-02 - 2022-04

strategic IT solutions

Customer Technology Services Manager business objectives helpdesk IT strategies
Customer Technology Services Manager
  • Served as trusted technology advisor enabling business objectives through strategic IT solutions 
  • Increased partner satisfaction by 40% by addressing complex requests beyond standard helpdesk scope 
  • Developed IT strategies and policies aligned with organizational investment and operational goals
business objectives helpdesk IT strategies
Accor Services Poland
Warsaw (Poland)
1 Jahr
2019-09 - 2020-08

Microsoft Office 365 Support

Team Leader Microsoft Office 365 Office 365 customer satisfaction ...
Team Leader
  • Successfully led Office 365 support team of 45 specialists for Microsoft Germany 
  • Implemented best practices and training programs improving team performance 
  • Managed multiple concurrent projects while maintaining operational excellence
  • Coached and mentored team members resulting in 15% improvement in customer satisfaction scores
Microsoft Office 365 Office 365 customer satisfaction IT Services operational excellence
Mike's IT Services
Warsaw (Poland)
2 Jahre 5 Monate
2016-03 - 2018-07

Managed international IT support

ICT Team Leader IT infrastructure IT projects cost savings ...
ICT Team Leader
  • Managed international IT support team of 9 members 
  • Co-managed IT budget of $17M while delivering cost savings of 15% through vendor negotiations 
  • Established IT infrastructure for 3 new office locations across Europe
  • Implemented video conferencing systems supporting 500+ users globally 
  • Managed several small-scale IT projects across Europe, ensuring timely delivery and alignment with TAP's operational goals
IT infrastructure IT projects cost savings IT support vendor negotiations
Trans Adriatic Pipeline AG (TAP)
Baar (Switzerland)
13 Jahre
2004-01 - 2016-12

various projects

Multiple Technical Roles Windows 7 Coordinated
Multiple Technical Roles
2011 - 2016
Customer: Redtoo AG
  • Led teams up to 7 members supporting major clients including Rolex, Sulzer and Novartis. Coordinated Windows 7 migration affecting 5,000+ users.
2008 - 2011
Customer: Wizlynx AG
  • Managed global Hard Disk Encryption project for Novartis. Enhanced system efficiency through strategic IT solution implementation.
2004 - 2007
Customer: Bechtle-IT-Systemhaus
  • Progressed from Junior System Engineer to managing helpdesk services for Novartis global operations.
Windows 7 Coordinated
Various Companies
Switzerland

Aus- und Weiterbildung

Aus- und Weiterbildung

3 Jahre 10 Monate
2016-09 - 2020-06

Study - Information Systems Management

Master of Science, University of Liverpool, United Kingdom
Master of Science
University of Liverpool, United Kingdom

2 Jahre 10 Monate
1989-09 - 1992-06

Federal Commercial Certificate

Commercial School Basel (Switzerland)
Commercial School Basel (Switzerland)

10 Monate
1988-09 - 1989-06

Diplôme De Français Et De Commerce

Institute Catholique de jeunes gens Neuchâtel (Switzerland)
Institute Catholique de jeunes gens Neuchâtel (Switzerland)

Position

Position

Senior IT Support Engineer & Team Leader

Kompetenzen

Kompetenzen

Top-Skills

Kommunikation Kundenbetreuung Teamleading Prozessentwicklung Projektmanagement Auslandserfahrung

Schwerpunkte

  • Successfully delivered gas pipeline IT infrastructure project (TAP) critical to European energy market
  • Built custom PowerShell automation tool for master's program without prior programming experience
  • Maintained lasting professional relationships resulting in ongoing collaboration network across Europe
  • Achieved consistent positive feedback from customers

Produkte / Standards / Erfahrungen / Methoden

Profile
Bilingual IT Leader (German/English) with 20+ years managing international teams from Uruguay to Vietnam and delivering Microsoft 365 solutions at enterprise scale. Successfully led teams up to 45 members while implementing systems for thousands of users across global organizations. Deep expertise in Exchange Hybrid, Azure, PowerShell automation, and ITIL framework. Proven ability to bridge technical complexity with business strategy while coordinating operations across all time zones.

Technical
  • Microsoft 365 Suite 
  • Exchange Hybrid 
  • SharePoint 
  • Intune 
  • Azure AD/Entra 
  • PowerShell
  • Active Directory 
  • Teams Administration 
  • Power Apps 
  • Service Desk Operations 
  • ITIL Framework

Leadership
  • Team Management (up to 45 members) 
  • Project Management 
  • Stakeholder Communication
  • Vendor Management 
  • Process Optimization 
  • Budget Management 
  • Change Management 
  • Crossfunctional Collaboration

Einsatzorte

Einsatzorte

Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

1 Jahr 11 Monate
2024-10 - heute

Providing Tier 3 expert support

M365 Support Engineer tier 3 SharePoint Power Apps ...
M365 Support Engineer
  • Provide tier 3 expert support for VW Financial Services Germany across Exchange Hybrid, SharePoint, Intune and Power Apps environments
  • Design and implement Exchange Hybrid configurations for 10,000+ user enterprise environment 
  • Develop PowerShell automation scripts reducing manual tasks by 40% and improving deployment efficiency 
  • Lead technical training sessions for end-users and IT staff on M365 best practices
  • Maintain 98% customer satisfaction rating through effective incident resolution and communication
tier 3 SharePoint Power Apps PowerShell Communication customer satisfaction Financial Services Lead technical
LTIMindtree Poland
Warsaw (Poland)
8 Monate
2024-02 - 2024-09

ServiceDesk

ServiceDesk Agent IT infrastructure issue resolution proactive ...
ServiceDesk Agent
  • Achieved 90% first-call resolution rate supporting Landesbank Baden-Württemberg's IT infrastructure 
  • Reduced system downtime by 20% through proactive diagnostics and preventive maintenance 
  • Managed high-priority escalations and coordinated with specialized teams for complex issue resolution 
  • Documented and maintained knowledge base articles improving team efficiency by 25%
IT infrastructure issue resolution proactive diagnostics knowledge base preventive maintenance
Finanz Informatik Technologie Service Germany
Stuttgart (Germany)
1 Jahr 3 Monate
2022-11 - 2024-01

Managing a distributed IT desktop team

Supervisor IT Desktop Global IT projects budget process improvements
Supervisor IT Desktop Global
  • Led distributed IT Desktop team of 4 members across India, Italy and Poland, reducing operational disruptions by 15% 
  • Achieved 96% incident resolution rate while managing service requests and project deliverables 
  • Implemented process improvements resulting in 20% efficiency gain in ticket handling 
  • Successfully delivered 5 major IT projects ahead of schedule and within budget
  • Established weekly stakeholder meetings improving cross-team collaboration by 30%
IT projects budget process improvements
MoneyGram International Poland
Warsaw (Poland)
3 Monate
2022-02 - 2022-04

strategic IT solutions

Customer Technology Services Manager business objectives helpdesk IT strategies
Customer Technology Services Manager
  • Served as trusted technology advisor enabling business objectives through strategic IT solutions 
  • Increased partner satisfaction by 40% by addressing complex requests beyond standard helpdesk scope 
  • Developed IT strategies and policies aligned with organizational investment and operational goals
business objectives helpdesk IT strategies
Accor Services Poland
Warsaw (Poland)
1 Jahr
2019-09 - 2020-08

Microsoft Office 365 Support

Team Leader Microsoft Office 365 Office 365 customer satisfaction ...
Team Leader
  • Successfully led Office 365 support team of 45 specialists for Microsoft Germany 
  • Implemented best practices and training programs improving team performance 
  • Managed multiple concurrent projects while maintaining operational excellence
  • Coached and mentored team members resulting in 15% improvement in customer satisfaction scores
Microsoft Office 365 Office 365 customer satisfaction IT Services operational excellence
Mike's IT Services
Warsaw (Poland)
2 Jahre 5 Monate
2016-03 - 2018-07

Managed international IT support

ICT Team Leader IT infrastructure IT projects cost savings ...
ICT Team Leader
  • Managed international IT support team of 9 members 
  • Co-managed IT budget of $17M while delivering cost savings of 15% through vendor negotiations 
  • Established IT infrastructure for 3 new office locations across Europe
  • Implemented video conferencing systems supporting 500+ users globally 
  • Managed several small-scale IT projects across Europe, ensuring timely delivery and alignment with TAP's operational goals
IT infrastructure IT projects cost savings IT support vendor negotiations
Trans Adriatic Pipeline AG (TAP)
Baar (Switzerland)
13 Jahre
2004-01 - 2016-12

various projects

Multiple Technical Roles Windows 7 Coordinated
Multiple Technical Roles
2011 - 2016
Customer: Redtoo AG
  • Led teams up to 7 members supporting major clients including Rolex, Sulzer and Novartis. Coordinated Windows 7 migration affecting 5,000+ users.
2008 - 2011
Customer: Wizlynx AG
  • Managed global Hard Disk Encryption project for Novartis. Enhanced system efficiency through strategic IT solution implementation.
2004 - 2007
Customer: Bechtle-IT-Systemhaus
  • Progressed from Junior System Engineer to managing helpdesk services for Novartis global operations.
Windows 7 Coordinated
Various Companies
Switzerland

Aus- und Weiterbildung

Aus- und Weiterbildung

3 Jahre 10 Monate
2016-09 - 2020-06

Study - Information Systems Management

Master of Science, University of Liverpool, United Kingdom
Master of Science
University of Liverpool, United Kingdom

2 Jahre 10 Monate
1989-09 - 1992-06

Federal Commercial Certificate

Commercial School Basel (Switzerland)
Commercial School Basel (Switzerland)

10 Monate
1988-09 - 1989-06

Diplôme De Français Et De Commerce

Institute Catholique de jeunes gens Neuchâtel (Switzerland)
Institute Catholique de jeunes gens Neuchâtel (Switzerland)

Position

Position

Senior IT Support Engineer & Team Leader

Kompetenzen

Kompetenzen

Top-Skills

Kommunikation Kundenbetreuung Teamleading Prozessentwicklung Projektmanagement Auslandserfahrung

Schwerpunkte

  • Successfully delivered gas pipeline IT infrastructure project (TAP) critical to European energy market
  • Built custom PowerShell automation tool for master's program without prior programming experience
  • Maintained lasting professional relationships resulting in ongoing collaboration network across Europe
  • Achieved consistent positive feedback from customers

Produkte / Standards / Erfahrungen / Methoden

Profile
Bilingual IT Leader (German/English) with 20+ years managing international teams from Uruguay to Vietnam and delivering Microsoft 365 solutions at enterprise scale. Successfully led teams up to 45 members while implementing systems for thousands of users across global organizations. Deep expertise in Exchange Hybrid, Azure, PowerShell automation, and ITIL framework. Proven ability to bridge technical complexity with business strategy while coordinating operations across all time zones.

Technical
  • Microsoft 365 Suite 
  • Exchange Hybrid 
  • SharePoint 
  • Intune 
  • Azure AD/Entra 
  • PowerShell
  • Active Directory 
  • Teams Administration 
  • Power Apps 
  • Service Desk Operations 
  • ITIL Framework

Leadership
  • Team Management (up to 45 members) 
  • Project Management 
  • Stakeholder Communication
  • Vendor Management 
  • Process Optimization 
  • Budget Management 
  • Change Management 
  • Crossfunctional Collaboration

Vertrauen Sie auf Randstad

Im Bereich Freelancing
Im Bereich Arbeitnehmerüberlassung / Personalvermittlung

Fragen?

Rufen Sie uns an +49 89 500316-300 oder schreiben Sie uns:

Das Freelancer-Portal

Direktester geht's nicht! Ganz einfach Freelancer finden und direkt Kontakt aufnehmen.