Enable enterprise customers in implementing structured governance frameworks for change and release processes
Led structured onboarding and enablement for enterprise clients within complex SAP environments
Defined test scenarios and readiness criteria for SAP S/4HANA and SAP CX environments
Governed enterprise release and change processes across complex SAP landscapes
Owned service delivery governance for up to 8 business-critical systems with teams of 8?20 external resources
Monitored operational service budgets (OPEX), including software licensing costs above ?1M, tracking cost development and supporting annual forecasting activities
Led escalation coordination and ensured service stability across critical environments
Achieved 75% data quality improvement, 25% incident reduction, and service rating increase from 4/10 to 8/10
Designed and automated service reporting, reducing manual effort by 16 hours/month
Transformed a reactive support setup into a structured, KPI-driven ITSM operating model
Enabled stakeholders to operate within structured Incident, Problem, and Change processes
Built and structured SAP Solution Manager support operations, evolving from a single-resource setup to a scalable shared support model
Coordinated delivery planning for major SAP ERP upgrade and release cycles, defining timelines, system readiness checkpoints, and execution activities across multiple systems (~18-month program)
2003 ? 2011: Various roles in system administration and technical support, building foundational expertise in infrastructure operations, user support, and early process automation.
CERTIFICATIONS AND COURSES
Senior ITIL-certified IT Service & Delivery Governance Manager with over 10 years of experience structuring and enabling enterprise IT services in complex multi-system environments.
Proven track record in integrating Incident, Problem, Change, and Release Management, strengthening escalation frameworks, establishing KPI transparency, and aligning cross-functional teams with defined ITSM processes.
Experienced in balancing controlled change execution with delivery speed, ensuring compliance, audit traceability, and operational stability across global enterprise landscapes.
Core competencies:
? IT Service Governance & Enablement
? ITIL-based Process Integration (Incident, Problem, Change, Release)
? KPI Transparency, Service Reporting & Performance Steering
? Escalation Management & Stakeholder Coordination
? Controlled Change Enablement & Compliance
? Enterprise ITSM Tooling (ServiceNow, SAP Solution Manager, Rev-Trac)
? Operational Stabilization & Service Improvement
Retail
FMCG
Software Vendor
IT Consulting
Enable enterprise customers in implementing structured governance frameworks for change and release processes
Led structured onboarding and enablement for enterprise clients within complex SAP environments
Defined test scenarios and readiness criteria for SAP S/4HANA and SAP CX environments
Governed enterprise release and change processes across complex SAP landscapes
Owned service delivery governance for up to 8 business-critical systems with teams of 8?20 external resources
Monitored operational service budgets (OPEX), including software licensing costs above ?1M, tracking cost development and supporting annual forecasting activities
Led escalation coordination and ensured service stability across critical environments
Achieved 75% data quality improvement, 25% incident reduction, and service rating increase from 4/10 to 8/10
Designed and automated service reporting, reducing manual effort by 16 hours/month
Transformed a reactive support setup into a structured, KPI-driven ITSM operating model
Enabled stakeholders to operate within structured Incident, Problem, and Change processes
Built and structured SAP Solution Manager support operations, evolving from a single-resource setup to a scalable shared support model
Coordinated delivery planning for major SAP ERP upgrade and release cycles, defining timelines, system readiness checkpoints, and execution activities across multiple systems (~18-month program)
2003 ? 2011: Various roles in system administration and technical support, building foundational expertise in infrastructure operations, user support, and early process automation.
CERTIFICATIONS AND COURSES
Senior ITIL-certified IT Service & Delivery Governance Manager with over 10 years of experience structuring and enabling enterprise IT services in complex multi-system environments.
Proven track record in integrating Incident, Problem, Change, and Release Management, strengthening escalation frameworks, establishing KPI transparency, and aligning cross-functional teams with defined ITSM processes.
Experienced in balancing controlled change execution with delivery speed, ensuring compliance, audit traceability, and operational stability across global enterprise landscapes.
Core competencies:
? IT Service Governance & Enablement
? ITIL-based Process Integration (Incident, Problem, Change, Release)
? KPI Transparency, Service Reporting & Performance Steering
? Escalation Management & Stakeholder Coordination
? Controlled Change Enablement & Compliance
? Enterprise ITSM Tooling (ServiceNow, SAP Solution Manager, Rev-Trac)
? Operational Stabilization & Service Improvement
Retail
FMCG
Software Vendor
IT Consulting