Service-oriented with Team Management expertise in directing service operations and customer service initiatives to achieve business goals.
Aktualisiert am 06.03.2025
Profil
Freiberufler / Selbstständiger
Remote-Arbeit
Verfügbar ab: 06.03.2025
Verfügbar zu: 100%
davon vor Ort: 0%
IT Management
Technology Transformation
Service Delivery
Digital Strategy
Design Thinking
Teamleading
Service-Management
ITIL
Goal Directed Project Management
Kostenmanagement
Forecasting
Ressourcenplanung
Hiring
Operational Reporting
Problem Solving
R&D
Cloud Strategy
German
B2
English
C2

Einsatzorte

Einsatzorte

Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

1 year 3 months
2024-03 - now

Service Delivery Manager

Service Delivery Manager (Freelancer - Remote)
Service Delivery Manager (Freelancer - Remote)

  • Identify emerging trends and optimization potential in IT service provision, and develop service delivery practices that continually enhance customer satisfaction.
  • Acted as the primary liaison between technical teams and executive stakeholders, ensuring seamless communication and fostering strong, long-term customer relationships.
  • Overseeing key operational metrics such as availability, response, and recovery times, ensuring consistent service quality through effective monitoring and control.
  • Led project management initiatives?planning and controlling work packages, milestones, and resources?to achieve contract objectives within quality, cost, and time specifications.
  • Facilitated regular strategic meetings with customers and internal teams, aligning service delivery initiatives with evolving business needs and industry best practices.
  • Defined, created, and presented key performance reports to management while serving as the escalation contact for operational issues and driving business development initiatives.
  • Streamlined incident management processes by coordinating post-incident reviews and implementing corrective actions, significantly reducing service disruptions.
AlphaEdge Consulting GmbH, Eschborn - Frankfurt am Main
3 years 8 months
2020-04 - 2023-11

Implemented an ITIL-based Service Management process

IT Service Delivery Manager
IT Service Delivery Manager
  • Led global IT service delivery by overseeing outsourcing initiatives, ensuring compliance with InfoSec and legal standards, and improving customer satisfaction and response times through efficient team management and optimized outsourcing strategies.
  • Implemented an ITIL-based Service Management process, reducing unplanned outages by 40% and improving user satisfaction by 25%.
  • Collaborated closely with the software development team to integrate IT service management with agile development practices, ensuring seamless coordination on deployments and incident resolutions.
  • Collaborated with the HR team to implement the HiBob HRIS system, streamlining HR processes such as employee onboarding, performance management, and payroll integration.
  • Collaborated with the finance team to support and optimize DATEV payroll and accounting systems, ensuring seamless integration with IT infrastructure and compliance with financial regulations.
  • Managed IT outsourcing for 24/7 global support across 600+ users, improving service coverage and resolution rates.
  • Defined and executed IT governance strategies, enhancing operational efficiency and alignment with business goals.
PPRO Holding GmbH
Munich
2 years 11 months
2017-05 - 2020-03

Built and managed the global IT support team

Team Leader IT Service Desk
Team Leader IT Service Desk
  • Built and managed the global IT support team, scaling to 7 team members, achieving a 90% resolution rate, and maintaining a 95% customer satisfaction score.
  • Oversaw and managed day-to-day business operations to ensure smooth and efficient workflow - developed IT procedures and security practices, and optimized workflows, reducing ticket resolution time and increasing first-call resolution rates.
  • Led the adoption of innovative technologies and SaaS solutions to improve collaboration and increase overall IT productivity and managed IT infrastructure budget, optimizing resource allocation and vendor negotiations.
  • Oversaw IT asset inventory, onboarding/offboarding, and hardware/software installations, ensuring seamless IT operations.
  • Provided strategic input on IT policies, performance metrics, and long-term support strategies to enhance service desk operations
PPRO Holdings GmbH
Munich
1 year 4 months
2016-01 - 2017-04

Managed project introducing cloud-based video conferencing

Systems Administrator
Systems Administrator
  • Administered IT tools and platforms, including Office 365, Azure AD, and Jira, to streamline workflows and enhance user productivity
  • Assisted in setting up and configuring new IT equipment and user accounts, contributing to smooth onboarding processes.
  • Maintained accurate records of issues and resolutions using ticketing systems, aiding in trend analysis and solution development.
  • Delivered clear and concise technical advice and training to users to improve IT literacy and reduce repeat incidents.
  • Demonstrated strong communication skills by effectively articulating technical concepts to non-technical users
PPRO Holdings GmbH
Munich
4 months
2015-10 - 2016-01

Supporting and training first-line support engineers

Senior Systems Engineer
Senior Systems Engineer
  • My primary responsibility is to ensure a smooth operation of the data, voice, and video network at our customer premises ESO headquarters in Munich, Germany, and for observatories in Chile.
  • Supporting and training first-line support engineers on ESO IT infrastructure and troubleshooting incidents.
  • Prepared monthly and yearly reports related to network and unified communications.
Comarch AG
9 years 11 months
2006-03 - 2016-01

Led the administration of ESO?s network infrastructure at key locations

Senior Systems & Network Engineer (Contractor)
Senior Systems & Network Engineer (Contractor)
  • Led the administration of ESO?s network infrastructure at key locations (Germany and Chile), ensuring continuous operation of data, voice, and video networks through effective management of Cisco routers, switches, and firewalls.
  • Managed and optimized unified communications systems for ESO facilities, enhancing connectivity and reliability across the organization.
  • Worked closely with technical teams, clients, and external suppliers to resolve complex network challenges, drive service improvements, and maintain high system performance.
  • Developed comprehensive technical documentation, including operational procedures and user guides, while also providing training and support to first-line engineers to bolster network troubleshooting capabilities.
  • Contributed to major network upgrade projects and continuous process improvements, ensuring that all initiatives met quality, security, and performance standards for ESO's global operations.
European Southern Observatory, Munich
9 years 7 months
2006-03 - 2015-09

Managed projects introducing a network monitoring system

System and Network Engineer
System and Network Engineer
  • Managed network and unified communications infrastructure at ESO headquarters in Munich, Germany, and for observatories in Chile.
  • Managed projects introducing a network monitoring system with WhatsUp Gold, Datacenter upgrade to Cisco Nexus, and a video conference upgrade to Cisco Telepresence
  • Managed customer service operations and requests related to network and unified communications infrastructure.
Data Conversion Service SA, Garching bei Munich
9 months
2004-06 - 2005-02

level 1 IT support

IT Technical Support Engineer
IT Technical Support Engineer
  • Responsible for level 1 IT support, including managing user requests with the ticketing system and troubleshooting
OfficeTiger Lanka (Pvt.) Ltd., Colombo, Sri Lanka.
1 year 2 months
2003-05 - 2004-06

Managed and coordinated the level 1 MSN technical support team

MSN Technical Support Engineer- Team Lead
MSN Technical Support Engineer- Team Lead
HelloCorp (Pvt.) Ltd., Colombo, Sri Lanka
5 months
2003-01 - 2003-05

Provided customer support

AOL Technical Support Engineer
AOL Technical Support Engineer
  • Provided customer support for AOL customers in the USA.
HelloCorp (Pvt.) Ltd., Colombo, Sri Lanka
2 years 1 month
2001-01 - 2003-01

Responsible for PC hardware and software installations and troubleshooting

IT Assistant
IT Assistant
Genesis Technologies, Colombo, Sri Lanka.

Aus- und Weiterbildung

Aus- und Weiterbildung

5 years 4 months
2020-02 - now

International Master of Business Administration

Buckinghamshire New University, UK
Buckinghamshire New University, UK
1 year 7 months
2020-09 - 2022-03

PowerMBA

ThePowerMBA Insitute, Spain
ThePowerMBA Insitute, Spain
1 month
2006-12 - 2006-12

Computer Science

Bachelor of Science, Trinity College and University, USA.
Bachelor of Science
Trinity College and University, USA.
1 month
2002-12 - 2002-12

e-Technology Computing

Honors Diploma, NIIT Limited, India
Honors Diploma
NIIT Limited, India

Kompetenzen

Kompetenzen

Top-Skills

IT Management Technology Transformation Service Delivery Digital Strategy Design Thinking Teamleading Service-Management ITIL Goal Directed Project Management Kostenmanagement Forecasting Ressourcenplanung Hiring Operational Reporting Problem Solving R&D Cloud Strategy

Produkte / Standards / Erfahrungen / Methoden

PROFESSIONAL SUMMARY

Results-driven IT leader with 15+ years of experience in IT service delivery, technical support management, and digital transformation. Proven ability to lead diverse teams, optimize IT operations, and deliver exceptional customer experiences. Adept at aligning IT strategies with business goals, driving operational excellence, and fostering innovation to achieve measurable outcomes. Skilled in managing high-pressure situations, building customer trust, and leveraging data-driven insights to improve service delivery


CORE COMPETENCIES

  • IT Strategy & Governance
  • Digital Transformation & Innovation
  • Customer Success & Relationship Management
  • Vendor & Outsourcing Management
  • IT Budgeting & Cost Management
  • Team Leadership & Talent Development
  • Cloud & Infrastructure Management
  • Stakeholder Engagement & Business Alignment

Expertise & Key facts

  • Service-oriented with team-leading expertise in directing service operations and customer service initiatives to achieve business goals.
  • In-depth understanding of customer service experience in client-focused positions with a drive to deliver world-class customer service.
  • Problem solver with diverse experience in team leadership, coaching, and ensuring the team maintains customer focus

TECHNICAL SKILLS

  • Platforms & Tools: Microsoft 365, Google Workspace, Atlassian Confluence, JIRA
  • Networking & Security: Cisco Routers/Switches, Firewalls, VPNs, Endpoint Management
  • Cloud & Virtualization: AWS, Google Cloud, VMware
  • Collaboration & Telephony: VoIP, Cloud Telephony Solutions - RingCentral, Cisco UC

Einsatzorte

Einsatzorte

Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

1 year 3 months
2024-03 - now

Service Delivery Manager

Service Delivery Manager (Freelancer - Remote)
Service Delivery Manager (Freelancer - Remote)

  • Identify emerging trends and optimization potential in IT service provision, and develop service delivery practices that continually enhance customer satisfaction.
  • Acted as the primary liaison between technical teams and executive stakeholders, ensuring seamless communication and fostering strong, long-term customer relationships.
  • Overseeing key operational metrics such as availability, response, and recovery times, ensuring consistent service quality through effective monitoring and control.
  • Led project management initiatives?planning and controlling work packages, milestones, and resources?to achieve contract objectives within quality, cost, and time specifications.
  • Facilitated regular strategic meetings with customers and internal teams, aligning service delivery initiatives with evolving business needs and industry best practices.
  • Defined, created, and presented key performance reports to management while serving as the escalation contact for operational issues and driving business development initiatives.
  • Streamlined incident management processes by coordinating post-incident reviews and implementing corrective actions, significantly reducing service disruptions.
AlphaEdge Consulting GmbH, Eschborn - Frankfurt am Main
3 years 8 months
2020-04 - 2023-11

Implemented an ITIL-based Service Management process

IT Service Delivery Manager
IT Service Delivery Manager
  • Led global IT service delivery by overseeing outsourcing initiatives, ensuring compliance with InfoSec and legal standards, and improving customer satisfaction and response times through efficient team management and optimized outsourcing strategies.
  • Implemented an ITIL-based Service Management process, reducing unplanned outages by 40% and improving user satisfaction by 25%.
  • Collaborated closely with the software development team to integrate IT service management with agile development practices, ensuring seamless coordination on deployments and incident resolutions.
  • Collaborated with the HR team to implement the HiBob HRIS system, streamlining HR processes such as employee onboarding, performance management, and payroll integration.
  • Collaborated with the finance team to support and optimize DATEV payroll and accounting systems, ensuring seamless integration with IT infrastructure and compliance with financial regulations.
  • Managed IT outsourcing for 24/7 global support across 600+ users, improving service coverage and resolution rates.
  • Defined and executed IT governance strategies, enhancing operational efficiency and alignment with business goals.
PPRO Holding GmbH
Munich
2 years 11 months
2017-05 - 2020-03

Built and managed the global IT support team

Team Leader IT Service Desk
Team Leader IT Service Desk
  • Built and managed the global IT support team, scaling to 7 team members, achieving a 90% resolution rate, and maintaining a 95% customer satisfaction score.
  • Oversaw and managed day-to-day business operations to ensure smooth and efficient workflow - developed IT procedures and security practices, and optimized workflows, reducing ticket resolution time and increasing first-call resolution rates.
  • Led the adoption of innovative technologies and SaaS solutions to improve collaboration and increase overall IT productivity and managed IT infrastructure budget, optimizing resource allocation and vendor negotiations.
  • Oversaw IT asset inventory, onboarding/offboarding, and hardware/software installations, ensuring seamless IT operations.
  • Provided strategic input on IT policies, performance metrics, and long-term support strategies to enhance service desk operations
PPRO Holdings GmbH
Munich
1 year 4 months
2016-01 - 2017-04

Managed project introducing cloud-based video conferencing

Systems Administrator
Systems Administrator
  • Administered IT tools and platforms, including Office 365, Azure AD, and Jira, to streamline workflows and enhance user productivity
  • Assisted in setting up and configuring new IT equipment and user accounts, contributing to smooth onboarding processes.
  • Maintained accurate records of issues and resolutions using ticketing systems, aiding in trend analysis and solution development.
  • Delivered clear and concise technical advice and training to users to improve IT literacy and reduce repeat incidents.
  • Demonstrated strong communication skills by effectively articulating technical concepts to non-technical users
PPRO Holdings GmbH
Munich
4 months
2015-10 - 2016-01

Supporting and training first-line support engineers

Senior Systems Engineer
Senior Systems Engineer
  • My primary responsibility is to ensure a smooth operation of the data, voice, and video network at our customer premises ESO headquarters in Munich, Germany, and for observatories in Chile.
  • Supporting and training first-line support engineers on ESO IT infrastructure and troubleshooting incidents.
  • Prepared monthly and yearly reports related to network and unified communications.
Comarch AG
9 years 11 months
2006-03 - 2016-01

Led the administration of ESO?s network infrastructure at key locations

Senior Systems & Network Engineer (Contractor)
Senior Systems & Network Engineer (Contractor)
  • Led the administration of ESO?s network infrastructure at key locations (Germany and Chile), ensuring continuous operation of data, voice, and video networks through effective management of Cisco routers, switches, and firewalls.
  • Managed and optimized unified communications systems for ESO facilities, enhancing connectivity and reliability across the organization.
  • Worked closely with technical teams, clients, and external suppliers to resolve complex network challenges, drive service improvements, and maintain high system performance.
  • Developed comprehensive technical documentation, including operational procedures and user guides, while also providing training and support to first-line engineers to bolster network troubleshooting capabilities.
  • Contributed to major network upgrade projects and continuous process improvements, ensuring that all initiatives met quality, security, and performance standards for ESO's global operations.
European Southern Observatory, Munich
9 years 7 months
2006-03 - 2015-09

Managed projects introducing a network monitoring system

System and Network Engineer
System and Network Engineer
  • Managed network and unified communications infrastructure at ESO headquarters in Munich, Germany, and for observatories in Chile.
  • Managed projects introducing a network monitoring system with WhatsUp Gold, Datacenter upgrade to Cisco Nexus, and a video conference upgrade to Cisco Telepresence
  • Managed customer service operations and requests related to network and unified communications infrastructure.
Data Conversion Service SA, Garching bei Munich
9 months
2004-06 - 2005-02

level 1 IT support

IT Technical Support Engineer
IT Technical Support Engineer
  • Responsible for level 1 IT support, including managing user requests with the ticketing system and troubleshooting
OfficeTiger Lanka (Pvt.) Ltd., Colombo, Sri Lanka.
1 year 2 months
2003-05 - 2004-06

Managed and coordinated the level 1 MSN technical support team

MSN Technical Support Engineer- Team Lead
MSN Technical Support Engineer- Team Lead
HelloCorp (Pvt.) Ltd., Colombo, Sri Lanka
5 months
2003-01 - 2003-05

Provided customer support

AOL Technical Support Engineer
AOL Technical Support Engineer
  • Provided customer support for AOL customers in the USA.
HelloCorp (Pvt.) Ltd., Colombo, Sri Lanka
2 years 1 month
2001-01 - 2003-01

Responsible for PC hardware and software installations and troubleshooting

IT Assistant
IT Assistant
Genesis Technologies, Colombo, Sri Lanka.

Aus- und Weiterbildung

Aus- und Weiterbildung

5 years 4 months
2020-02 - now

International Master of Business Administration

Buckinghamshire New University, UK
Buckinghamshire New University, UK
1 year 7 months
2020-09 - 2022-03

PowerMBA

ThePowerMBA Insitute, Spain
ThePowerMBA Insitute, Spain
1 month
2006-12 - 2006-12

Computer Science

Bachelor of Science, Trinity College and University, USA.
Bachelor of Science
Trinity College and University, USA.
1 month
2002-12 - 2002-12

e-Technology Computing

Honors Diploma, NIIT Limited, India
Honors Diploma
NIIT Limited, India

Kompetenzen

Kompetenzen

Top-Skills

IT Management Technology Transformation Service Delivery Digital Strategy Design Thinking Teamleading Service-Management ITIL Goal Directed Project Management Kostenmanagement Forecasting Ressourcenplanung Hiring Operational Reporting Problem Solving R&D Cloud Strategy

Produkte / Standards / Erfahrungen / Methoden

PROFESSIONAL SUMMARY

Results-driven IT leader with 15+ years of experience in IT service delivery, technical support management, and digital transformation. Proven ability to lead diverse teams, optimize IT operations, and deliver exceptional customer experiences. Adept at aligning IT strategies with business goals, driving operational excellence, and fostering innovation to achieve measurable outcomes. Skilled in managing high-pressure situations, building customer trust, and leveraging data-driven insights to improve service delivery


CORE COMPETENCIES

  • IT Strategy & Governance
  • Digital Transformation & Innovation
  • Customer Success & Relationship Management
  • Vendor & Outsourcing Management
  • IT Budgeting & Cost Management
  • Team Leadership & Talent Development
  • Cloud & Infrastructure Management
  • Stakeholder Engagement & Business Alignment

Expertise & Key facts

  • Service-oriented with team-leading expertise in directing service operations and customer service initiatives to achieve business goals.
  • In-depth understanding of customer service experience in client-focused positions with a drive to deliver world-class customer service.
  • Problem solver with diverse experience in team leadership, coaching, and ensuring the team maintains customer focus

TECHNICAL SKILLS

  • Platforms & Tools: Microsoft 365, Google Workspace, Atlassian Confluence, JIRA
  • Networking & Security: Cisco Routers/Switches, Firewalls, VPNs, Endpoint Management
  • Cloud & Virtualization: AWS, Google Cloud, VMware
  • Collaboration & Telephony: VoIP, Cloud Telephony Solutions - RingCentral, Cisco UC

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