Fachlicher Schwerpunkt dieses Freiberuflers

IT Service Management, Prozessmanagement, Qualitätsmanagement, Audits, Transition, Migration, Bankenumfeld, Telekommunikation, Prozessoptimierung.

verfügbar ab
15.04.2020
verfügbar zu
100 %
davon vor Ort
100 %
PLZ-Gebiet, Land

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Kommentar

KURZPROFIL

 

Ein vielseitiger, erfahrener, international erprobter Treiber der Umsetzung von Kundenanforderungen. Fähig Entscheidungen zu treffen, Prioritäten zu definieren, sich aufs Wesentliche zu konzentrieren. Erfahren in dem Führen von Teams und Projektteams unterschiedlichster Zusammensetzung.

 

  • Über 15 Jahre Erfahrung in einem professionellen, globalen Umfeld im Bereich Qualitäts- und Prozessmanagement
  • IT Service Management Senior bis Executive Management Level
  • Auditor (ISO 9001, ISO 20000, SOX S404, CMMI)
  • Erfahrung mit verschiedenartigen Verbesserungsprojekten
  • Internationale Projekterfahrung
  • 10 Jahre Führungserfahrung im Bereich Technik mit dem Fokus auf Produktion, Kostenoptimierung und Sicherheit
  • Erfahrung Sarbanes-Oxley-Act 404 (SOX)
  • Hohe Kommunikative Fähigkeiten
  • Entscheidungsfreudig und durchsetzungsstark
  • Analytische, gründliche und methodische Arbeitsweise

Position

Kommentar

IT Service Management Experte mit langjähriger Expertise und Führungserfahrung in internationalen Projekten.

Projekte

02/2015 - Heute

5 Jahre

Freelancer

Rolle
Freelancer
Kunde
BUTZKE CONSULTING
Einsatzort
Waltrop, Germany

01/2020 - 03/2020

3 Monate

Interim Manager Global 24x7 Support

Rolle
Technical Expert
Kunde
Dormakaba
Einsatzort
Ennepetal
Projektinhalte

Acting as Technical expert with focus on continously improvement of Group IT Services for 15.000 employes worldwide

  • Reporting ServiceNow
  • Dashboard Design
  • Identification of Service Improvements
  • ServiceNow Implementation from Customer perspective
  • Activity determination and tracking for Improvement
  • Manage outsourced Service Desk
  • Support OnSite Support
  • IT Service Management Awareness
  • User Satisfaction
  • Service Review Meetings
Kenntnisse

ITSM

ServiceNow

Produkte

ServiceNow

Atlassian Confluence

01/2019 - 07/2019

7 Monate

Two parallel migrations of IT Services for two different customers

Rolle
Project Lead
Kunde
Datagroup Financial Services GmbH
Einsatzort
Duesseldorf
Projektinhalte

Two parallel migrations of IT Services for two different customers in banking sector. Leading sub projects General Services and operations

Manage in collaboration with the customers definitions and agreements to fulfill the contract. Perform workshops and meetings to meet the customer expectations. Project responsibility for the areas

  • Governance
  • IT Service Management processes based on ITIL
  • Reporting
  • Identity and Access Management
  • ITSM Tools
  • Licence Management
  • Service Desk
  • OnSite Support
  • IT Security

08/2017 - 03/2018

8 Monate

IT Service Management - Operational Excellence

Rolle
Senior Process Manager
Kunde
GfK (Gesellschaft für Konsumforschung), Group IT
Einsatzort
Nuremberg
Projektinhalte

Definition and Implementation of an ITIL-based Process Management Systems covering company requirements. Definition of Group IT Process Landscape, Guidelines, Policies and Process Documentation incl. Work Flows. Management of Workshops on Management Level, activity tracking.

  • Definition and Implementations Problem Management
  • Re-Design Incident Management
  • Re-Design Service Request Fulfilment
  • Improvement Capacity Management
  • Re-approach Configuration Management
  • Initialisation, Definition and Implementation Availability Management
  • Process Maturity and Prioritization

02/2016 - 03/2017

1 Jahr 2 Monate

AT&T Project Lead Service Integration and Management

Kunde
AT&T Global Network Services Deutschland GmbH
Einsatzort
Böblingen
Projektinhalte

Provision of consulting services about ITIL Service Integration and Management:

  • Get to know the current processes at customer during workshops onsite
  • Verify if processes align with ITIL
  • Design of Operational Handbook
  • Adjust processes if needed together with customer
  • Document these processes e.g.:
  • Change Management, Incident Management, Service Asset Management, Configuration Management
  • Jointly agree and define Service Level Agreements and KPIs with customer (Evonik Industries)
  • Enable Implementation of
  • Continuously Service Improvement
  • Demand Management
  • Capacity Management
  • Knowledge Management
  • Jointly agree on solution regarding eBonding (ServiceNow, AOTS, HPE Service Manager)
  • Mediate and control Third Party (Reliance ACSN) matters for outsourced Services

04/2007 - 01/2015

7 Jahre 10 Monate

Process and Quality Specialist

Kunde
VODAFONE GROUP SERVICES GMBH
Einsatzort
Ratingen, Germany
Projektinhalte
  • Establishing and maintaining Quality Management System (ISO 9001, ITIL, ISO 20000, CMMI, Process
    Framework)
  • Responsible as Process Manager for a couple of processes incl. KPI definition (Incident Management,
    Service Request Management, Problem Management, etc.)
  • Performing in-house mediation
  • Performing audits of different kinds
  • Performing Quality and Process Management awareness trainings (Germany, Hungary, Ghana, etc.)
  • Performing SOX S404 walkthroughs and testing

07/2001 - 03/2007

5 Jahre 9 Monate

Specialist Standardization

Kunde
VODAFONE D2 GMBH
Einsatzort
Düsseldorf, Germany
Projektinhalte

Specialist Standardization Office IT (Apr 2006 – Mar 2007)

  • Managing process harmonization for internal outsourced Office IT teams within Europe
  • Managing Group internal audits and remediation
  • Responsible for Software standardization process

Specialist Standardization Technology (Jul 2001 – Mar 2006)

  • Implementation of ADONIS Process Management toolkit for Vodafone D2 (trainings, administration,
    tool-development, key-user support, key-user community)
  • Establishing and maintaining Quality Management System D2-Excellence
  • Implementation of Portfolio Management Process
  • Managing process improvement projects with strong customer focus

09/1998 - 08/2000

2 Jahre

Accountable for mining operations up to 7x24h

Rolle
Head of Maintenance
Kunde
RUHRKOHLE AG
Einsatzort
Essen, Germany
Projektinhalte
  • Responsible for managing a team of 85 fitters and certified engineers
  • Accountable for mining operations up to 7x24h
  • Responsible for safety & health, team development and budget

12/1997 - 08/1998

9 Monate

Responsible for budget, managing pilot

Rolle
Project leader
Kunde
RUHRKOHLE AG
Einsatzort
Essen, Germany
Projektinhalte
  • Implementation of Preventive Maintenance by vibration analysis BW Hugo
  • Responsible for budget, managing pilot

07/1990 - 11/1997

7 Jahre 5 Monate

Responsible for production

Rolle
Shift leader
Kunde
RUHRKOHLE AG
Einsatzort
Essen, Germany
Projektinhalte
  • Leading a team of 25 fitters and certified engineers
  • Responsible for production

09/1981 - 08/1988

7 Jahre

Monitoring production

Rolle
Fitter for mining
Kunde
RUHRKOHLE AG
Einsatzort
Bottrop, Gelsenkirchen, Recklinghausen, Germany
Projektinhalte
  • Responsible for coal mining operations
  • Monitoring production

Branchen

Alle Branchen vorstellbar.

Erfahrungen in den Bereichen:

  • Telekommunikation
  • Business Process Management
  • IT-Service Management
  • Bergbau
  • Maschinentechnik
  • Arbeitssicherheit

Kompetenzen

Sprachkenntnisse
Englisch
verhandlungssicher

Personalverantwortung
>80 Mitarbeiter

Schwerpunkte
Adonis Business Process Design and Administration
ARIS Business Process Design
Audit
QM Lead Auditor
Capability Maturity Model Integration for Services and for Development
CMMI
Internal Appraiser
Internationale Projekte
IT Service Management
> 11 Jahre, ITIL
ITIL
Leadership
Mediator
Wirtschaft und Arbeitswelt
Process Management
Prozessmanagement
> 13 Jahre
Qualitätsmanagement
> 13 Jahre
Service Transition
Sicherheitingenieur
§3 Abs. 2 Nr. 1 BVO ASi
Train the trainer I and II
Umweltschutz (EMAS, ISO 14001)
bei RAG Bildung

Produkte / Standards / Erfahrungen
Atlassian Confluence
ITSM
ServiceNow
ServiceNow

PERSONAL PROFILE:
A multi-skilled, innovative and experienced international proven driver with leadership experience in big teams. Decision making and ability to multitask, to set priorities, to manage conflicts. Practiced to plan, manage, and motivate international teams. A driver of business performance to provide high level of standards for services with a strong customer focus.

KEY SKILLS:

  • Project lead experience in Telecommunication and IT Service Management
  • Over 15 years of experience in professional global Quality and Process Management
  • Far-reaching knowledge in improvement programs of different kinds (processes)
  • 10 years leadership experience in people, technology and process management with focus on performance, cost optimisation and safety
  • Highly effective communication and negotiation techniques on Management level
  • Strong interpersonal and presentation skills
  • Width auditor experience (ISO 9001, ISO 20000, CMMI, SOX)
  • Wide knowledge in preventing and deescalating conflicts

ACCOMPLISHMENTS:

  • Implementation of appraisals combining CMMI and ITIL requirements (Tailoring) to identify performance gaps within Vodafone Group Services
  • Successful audit against self-designed requirements to identify performance gaps within Vodafone Global Service Desk in Cairo
  • Enlargement of ISO 9001 and ISO 20000 for Vodafone Data Centre Milan and Dublin
  • Encourage successful transition as Project Lead Service Integration and Management for AT&T in a Project for Network and Security Services for a Global Player
  • Design and implementation of Business Process System fulfilling requirements for Sarbanes-Oxley Act Section 404 for Vodafone D2
  • Establishing and maintaining an exceptional Quality Management System for Vodafone D2 Technology
  • Design and implementation of a Project Portfolio Process within Vodafone D2, from initial conception to completion
  • Implementation and continuously progression of ADONIS Process Management Tool for Vodafone D2 (700 user)

Ausbildungshistorie

03/2010 – 01/2012

AKADEMIE DER RUHR-UNIVERSITÄT – Bochum, Germany 

Mediator für Wirtschaft und Arbeitswelt
(Mediator for business and economics)
Comprehensive education in Mediation and Conflict Management

11/2003

TÜV-AKADEMIE RHEINLAND – Cologne, Germany
Qualitätsauditor TÜV
(Quality Lead Auditor TÜV ISO 9001)

02/2000 – 06/2001

BETRIEBSFUEHRERLEHRGANG DER BERGSCHULE – Bochum, Germany 
Ingenieur Maschinentechnik
(Civil engineer in mechanical engineering)
Comprehensive Management Education

02/2000 – 06/2001

Sicherheitsingenieur (§3 Abs. 2 Nr. 1 BVO ASI) 
(Engineer for safety and health)

08/1988 – 05/1990

BERGFACHSCHULE DER WBK – Bochum, Germany 

Staatlich geprüfter Techniker Fachrichtung Bergbau Schwerpunkt Maschinentechnik
-Jahrgangsbester-
(State certified engineer in mining for mechanical engineering, -Best student in 1990- )
Broadly training as state certified technician with Management skills

09/1981 – 06/1983

RUHRKOHLE AG – Dortmund, Germany 
Facharbeiterbrief Betriebsschlosser
Apprenticeship with Certificate of Trade fitter for mining, reduced duration from 3 to 2 years

ADDITIONAL INFORMATION:

12/2013

Capability Maturity Model Integration for Services and for development (CMMI)

07/2007

ARIS Business Process Design 

06/2006

ITIL Foundation certification 

03/2003 – 09/2003

Adonis Business Process Design and Administration 

02/2003 / 09/2005

Train the trainer I and II 

08/2000 – 06/2001

Environmental Management Certificate (EMAS, ISO 14001) by RAG Bildung 

08/1996 – 06/1997

Aufbaubildungsgang Betriebswirtschaft für Techniker
(Extended training at upper school for economics for engineers)

06/1990

Fachhochschulreifeprüfung für Nichtschüler 
(Examination for entrance to universities of applied sciences for non-students)