2022 - today: Leading the German IT team
Role: IT Lead, Service Delivery Germany
Customer: Edelman, Berlin
Tasks:
- Leading the German IT team in a global corporate environment. Improve employee experience through continuous development of current hardware and software standards for hybrid working models.
- Regular meetings with all Germany-wide offices and managers to ensure alignment of IT and business objectives.
- Local IT budget planning (7 office spaces across Germany, 300 employees).
- Close cooperation with internal stakeholders and external service providers incl. contract and license management.
- Performance monitoring of KPIs and SLAs to be met by the German IT team.
- Updating, managing and monitoring cloud and server systems.
- Protecting the company from cyber-attacks.
- Backing up data, disaster recovery and employee safety in the event of incidents.
- Advising helpdesk team leaders on escalated IT cases in the EMEA area
- Administration of the DJE tools and resolution of the associated cases in the IT L2-3 area
- Introduction of new processes in IT procurement, lifecycle management of inventory and tracking of technical assets.
- Regular implementation of team building measures
- IT planning and execution of international acquisitions (mergers)
- Introduction of new hardware and software standards for employees in the finance, digital and creative departments
- Successful introduction of Generative AI (Copilot/ChatGPT).
2020 - 2022: Recruitment and training of new IT L2 support staffRole: Senior IT Service Delivery Specialist
Customer: Edelman, Berlin
Tasks:- Planning of new office space.
- IT part of the ?Consultancy Management Standards? audit.
- IT Management: Server to cloud service migrations (phone, fax, agency software, data storage of creative and developer environments.
- Integration of internal stakeholders in O365. Advice on adapting the respective processes and new options for team management.
- Introduction of Autopilot in DE: Local process changes for new employees.
- Server & firewall renewals.
- Training employees in ?Working from Home?
- Level 2 end-user support (ServiceNow, over 99% positive SLA).
- Assumed IT responsibility for the Swedish site.
- Project management for inventory of fixed assets.
2019 - 2020: Technical support and troubleshooting for end usersRole: IT Service Delivery Specialist
Customer: Edelman Berlin
Tasks:- Technical support and troubleshooting for end users at Level 2 IT support, solving IT problems and providing training.
- Software and license management, including installation, updating and monitoring.
- Documentation and customization of IT processes and tools in the creative and web development area (Box), system configuration of developer environments and regular performance reports.
- Infrastructure and security migrations.
- Employee onboarding.
- Introduction of project management software.
- Editing and customization of processes between IT and creative teams and between IT and development teams.
- User and rights management, access rights and group policies.