Industry: Energy

Project timeline: 2022 - now

Project: » ITSM coach and support of a companywide implementation of a service desk function and its processes and mitigation of the identified findings in project-phase 1«

Goals:

1. Introduction of new Servicedesk function according to ITIL®-processes (V3/V4) on basis ServiceNow®.

2. Reorganization of information and documentation of the IT dptd. And introduction of a common Knowledge Management db

3. Management Coaching including members of the service units for Process Management and Service driven environments.

4. Coaching and support of the SAP-units during the introduction of a new service organization

5. Best-Practice-Training(-s) of all support units on IT Service Management 

My role: Senior ITSM Consultant, Coach

Project language(-s): Englisch, Deutsch

Industry: Energy

Project timeline: 2022 - now

Project: » Coach and Consultant for recording, development, optimization of the Service Operation and ITS management processes«

Goals:

Company-wide process capturing, planning, realization and implementation of IT Service Operation processes including customizing of the ITSM-tool suite (Incident-, Service Request, Change-, Configuration-, Knowledge-, Major Incident-, Beschwerde-, Service Level Management)

My role: Senior ITSM Consultant, Coach

Project language(-s): Englisch, Deutsch

Industry: Energy

Project timeline: 2022

Project: »Consulting and support for a Vulnerability analysis and the resilience of the IT Services under the impression of the Russian aggression in Ukraine«

Goals: NDA 

My roles: Risk- & Security Consultant

Project language(-s): Deutsch

Industry: Energy

Project timeline: 2022

Project: »ITSM Maturity level analysis to ITIL standards and best practices, interpretation of findings, consulting and recommendation for consistent, interdisciplinary ITSM tools and processes«

Goals:

Analysis of current IT processes according to the ITIL Maturity Model, identification of vulnerabilities and risk potentials, recommendation of measures, restructuring of the internal Helpdesk. Evaluate, define, document and release Supporting processes (Incident, Service Requests, Change and Standard Changes, Problem, Configuration). Consultation on basis Maturity analysis and best practices to introduce an new, inter-divisional ITSM Suite. Management coaching and Team Training on ITIL, internal Processes and Service attitude.

Training of all support groups in ITIL, IT Service Management. Total Quality and Project Management as best practice

My role: Senior ITSM Consultant

Project language(-s): Deutsch (Englisch)

Industry: Banking

Project timeline: 2021

Project: »Implementation of a Service Management Office (SMO) interfacing between global IT Suppliers and other Legal Entities (LE)«

Goals:

»Design and implementation of a Service Management Office (SMO) interfacing between global IT, the IT-Service Management such as Operations-, Demand -, Contract- Risk, Compliance-, Audit-, ITSC-Management the customers, other Legal Entities (LE) approx. 90).

Project Management and content-wise consulting for a software development project to automate all distributed KPIs as reporting basis for suppliers, customers, and the SMO.

Project Management and content-wise consulting for an internal service management application on JIRA-basis. «

My role: Senior ITSM Consultant & Vendor Manager

Project language(-s): Deutsch, Englisch

Industry: Transportation

Project timeline: 2019-2021

Project: »Implementation of a dedicated, globally acting service support organization for Cloud services from Amazon (AWS) and Microsoft (Azure)«

Goals:

»Elicited service processes and IT setup for all internal Cloud Services according the industry standards of ITIL V3 and Cobit. Process documentation and release of IT Service Handbook. 

Closing automation gaps in service (ServiceNow, Jira) and monitoring tools (diverse).

Hands-on Service Manager tasks as e.g., Service Onboarding, Change – and Request Management, reporting and vendor management. 

Establishing of a global service organization operating 24x7 including vendor management. «

My role: Service & Delivery Manager, ITSM Consultant

Project language(-s): Englisch und Deutsch

Industry: Manufacturer

Project timeline: 2019

Project: »Implementation of SOX controls (ITGCs) within the Service management and IT Operations«

Goals:

»Determination of the actual level of maturity of the current IT setup. Documentation of the SOPs to the group standards; implementation of Controls and documentation of the performed tests. «

My role: Senior Consultant Compliance & Security

Project language(-s): Englisch und Deutsch

Industry: Investment Bank

Term: 2018/2019

Project: »Project Management to a regulatory driven audit finding with the emphasis on Vendor Risk Management (exit strategy and on- and offboarding processes)«

Main goals:

»Project Management to a regulatory driven audit finding with the emphasis on Vendor Risk Management (exit strategy and on- and offboarding processes).«

Accomplish the interim and final target dates for 38 action items of a critical rated audit finding.

The primary focus of the actions is to comply with regulatory requirements (including the respective Governance Processes (!)) to the Vendor Management (Exit Management Strategy and On-/Offboarding processes of vendor employees)

My Role:

Project manager and senior consultant

Liaison to Senior Management and stakeholders incl. Group Audit, Risk Management, Production, Development and Business functions within the bank (on director's level)

Project language: English

Reference customer: Yes

Industry: Investment Bank

Term: 2016/2019

Project: »Processing and managing of a critical, regulatory-driven audit finding with overall 37 actions and an emphasis on ca. 70 applications (IBM mainframe, HP NonStop (Tandem))«

Project main goals:

Accomplish the interim and final target dates for 37 action items of a critical rated audit finding.

Action’s main goals:

Improvements in relation to service availability, service quality, compliance and mitigation of possible risks while reducing manual interventions to the systems and applications

Accumulated primary focus of the action items are Service Operation (Incident-, Problem- and Service Request Management), Service Transition (Change-, Deployment- & Release-, Application Development- as well as Knowledge Management) and Service Design (Service Level-, Risk- and Vendor Management), as well as the implementation of KPIs in addition to reporting structures, adjustment of team strength and service depth.

• Feasibility analysis on adjustment on service availability
• Risk assessment of the overall Knowledge Management (KM) having regard to the regulatory specifications of the Bafin as well as development of a plan together with measures of the future staffing strategy within Ops
• Development and implementation of a 24x7 support considering the requirements of »separation of duty« and the »4-eyes-principle«- Abgleich / Abstimmung und Verfügbarkeitsanalysen der internen und externen, nationalen und internationalen Service Provider (Level 1 bis Level 3), den zugrundeliegenden Verträgen, SLAs, OLAs und UCs
• Alignment / reconciliation and availability analysis of internal, external, national and international operation Service Providers (L1-L3 Support) as well as the underlying contracts, SLAs, OLAs and UCs
• Analysis of action alternatives to Service Models as Follow-the-sun, 3 or 4 shift models, 2 shift models combined with on-call-services in addition to quality-, risk- and cost considerations for the bank
• Implementation of a 2-shift-model incl. Overlapping shifts and a 24x7 On-Call-Service staffed from internal and vendor resources
• Agree on dedicated KPIs (for the IBM mainframe arena in scope), establish a dedicated Problem Management, Quality Management of the Incident Tickets and design and implement descriptive (and useful!), manageable reporting
• Definition and documentation of the critical path for the jobs on the mainframes
• Supervision and support of international teams (EMEA) with the same assignment and Finding to their critical mainframe applications (approx. 40)
• Project management, coordination and perform SteerCo meetings on director level (and above), end to end communication between Group Audit, project team, Operation and support organizations
• Management support to justify and push the annual budgets through the management committees (approx. 2 Mio. €)
• Liaison to Global Risk Management and coordination role of other, content wise overlapping risk items 

My role:

Project manager and senior consultant

Liaison to Senior Management and stakeholders within the bank (on director’s level)

Project languages: English / German

Reference customer: Yes

Industry: Investment Bank

Term: 2016

Project: 

1. »Supporting a Retained Service Organization (RTO) to implement a consistent Risk- and Compliance Management Function«
2. »Development of a consistent and auditable governance structure for all delivered services of the RTO regarding the aspects of security, BCM/DR, risk mitigation and compliance«

Project goals:

1. » Design and development of a training and workshop »beyond Compliance – Requirements of a Risk- and Compliance Management System« for stakeholders of global outsourcing contracts (internal / external) according the standards ISO/IEC 31,000 und ISO/IEC 19,600. «. 
2.  » Alignment of internal and external requirements and the underlying contract, policies and procedures and any applicable law. Definition and Development of a transparent documentation system. Actual state analysis of in-place reports or the like in relation to the applicable governance policies and the current legal situation. Providing recommendations and suggestions for improvement to increase sustainably Compliance and mitigation of risks as well as consistent governance structures. «

Achievements:

1. Adopted trainings concept und documents for all Outsourcing involved parties and other stakeholders. Created requirements profile derived from governing laws, regulations, valid contracts, policies and other agreed applicable documents in relation to Compliance, Security- and Risks.
2. Documented requirements, deflections and controls (approx. 3,500) as per service and topic, identified stakeholders and responsibles, required deliverables and evidences. Handover of database-like documentation to organization.

My role:

Senior Consultant Risk- & Compliance Management

Project languages: English / German

Reference customer: Yes

Industry: Investment Bank

Term: 2016

Project: 

» Conception and implementation of the divisions IT Service Design and Operation of a Retained Organization incl. the Account Management within a Spin-off and going public of a subsidiary company. «

Project goals:

» Conception, documentation and implementation considering ITIL best-practices (and other applicable frameworks e.g. as ISO 27,001) in preparation of a spin-off / a separation of an entity of a bank institute. Also implementing essential other mandatory regulations, contractual conditions incl. SLAs, UCs and OLAs and other legal requirements (as e.g. MaRisk, BDSG, GOBS) for the Retained Organization and the Account Management of the new function “Retained Organization”. « 

Achievements:

En detail specified and documented organization and service manual in English and German language. Transferred project units Service Design and Service Organization to standard operation.

Reducing the customer planned 4 months’ contract period to 2 months consulting and implementation time.

My Role: Senior Berater ITSM

Project languages: English / German

Reference customer: Yes

Industry: Software manufacturer

Term: 2016

Project: 

» ITIL and IT Service Management Workshop«

Project goals:

Training of the Service Teams within the DACH area on ITIL V3, Service Management, customer satisfaction and client loyalty

Achievements:

On ITIL V3 Foundation, Service Management trained service members. Developed and discharged service vison, mission and statement.

My role: Trainer, Coach

Project languages: German

Reference customer: Yes

Industry: Software manufacturer

Term: 2016

Project: 

»Data and information security acc. GDPR/BDSG: analysis of current situation and documentation«

Main goals:

Survey and documentation of the as-is situation

of the technical, organizational and contractual implementation of the data security-relevant information within the Germany network (internal, external, Cloud) including Data Access Analysis. The project was commissioned due to the ruling of the European Court of Justice cancelling the Safe Harbor Agreement with the US in October 2015.

Achievements:

In detail specified and documented internal procedural instructions according requirements from the legal department and the works committee

My Role: Consultant

Project languages: English / German

Industry: Software manufacturer

Term: 2015

Project: 

Project Management »Process-2-Data-Mapping«

Main goals:

Project management and coordination of the survey and its proper documentation of all German wide business processes, their data storage locations and each individual protection class and needs within a European wide company initiative from a legal and security perspective. 

Achievements:

Approx. 180 identified, aligned / harmonized / verified and documented core business processes within 4 weeks in accordance to corporate requirements

My role: Project leader

Project languages: German

Reference customer: Yes

Industry: Chemical company

Term: 2015

Project: 

Coordination of the Windows 2003 Migration and the alignment of Development – Test and Production Server Environments Project

Projektziele:

Project management and coordination, migration support of approx. 160 Windows Servers, SQL Instances according to the Corp. compliance and security standards and preparation for a possible Cloud Outsourcing approach. Parallel streamlining of the Development – Test and Production Server und Database environment

Erreichtes:

Migrated on time and budget and risk mitigation for not migratable Servers. Secured compliance.

My role: Senior Consultant, Project Manager

Project languages: German

Industry: Software manufacturer

Term: 2015

Project: Coordination of the Windows 2003 Migration and the alignment of Development – Test and Production Server Environments Project

Main goals:

Project management and coordination, migration support of approx. 160 Windows Servers, SQL Instances according to the Corp. compliance and security standards and preparation for a possible Cloud Outsourcing approach. Parallel streamlining of the Development – Test and Production Server und Database environment

Achievements:

Migrated Type A and B Servers on time and budget and risk mitigation for not migratable Servers. Secured compliance.

My Role: IT Consultant, Onsite Project Coordinator

Project languages: English / German

Reference customer: Yes

Industry: Software manufacturer

Term: 2015

Projekt: RFP-Consulting and Support

Porject goals:

Project Support & coordination of the preparation of the EMEA RFP to a possible Outsourcing, maybe outtasking, of the Infrastructure Services according to the Corp. standards of my customer

Achievements:

Edited, enriched IT data with accounting and asset information, HR data including employees and TCO analysis in time on budget delivered. Coordination of IT Administrators, HR, Central Buying and dealing with the global project management.

My role: Senior Consultant

Project languages: English / German

Reference customer: Yes

Industry: Chemical company

Term: 2015

Project: Smart-Security Check

Main goal:

Analyses of potential IT risk scenarios, identification of vulnerabilities and risk potentials, recommendation of measures to eliminate weaknesses, prioritization of risks, implementation of a functional IT Security- and Risk-Management System

Achievements:

Analyses of potential IT risk and security scenarios, identification of vulnerabilities and risk potentials, recommendation of measures to eliminate weaknesses, prioritization of risks and consulting of the Board of Management

My Role: ITSM Consultant

Project languages: English / German

Industry: Chemical company

Term: 2013-2014

Project: Re-design / Introduction of IT Service Management

Main goal:

Analysis of current IT processes, identification of vulnerabilities and risk potentials, recommendation of measures, restructuring of the internal Helpdesk. Evaluate, define, document and release Supporting processes (Incident, Service Requests, Change and Standard Changes, Problem, Configuration). Backing during installation of ITIL Suite. Management coaching and Team Training on ITIL, internal Processes and Service attitude. Restructuring of local Helpdesk to global operated Service Desk, 24x7 follow the sun. Incorporating SAP-base- and BI-Support.

Supporting the Service Level Management definition, documentation and release of SLAs, OLAs and UCs.

Supporting measures for future reporting and release of Financial Management including internal service charges.

My Role: ITSM Consultant

Project languages: English / German

Industry: Chemical company

Term: 2013-2014

Project: Audit IT Security

Main goal:

Analyses of potential IT risk scenarios, identification of vulnerabilities and risk potentials, recommendation of measures to eliminate weaknesses, prioritization of risks, implementation of a functional IT Security- and Risk-Management System

Meine Rolle: IT Senior Consultant Security

Project languages: English / German

Industry: Chemical company

Term: 2013-2014

Project: Introduction of a Policy Framework and Security Policies acc. ISO 27.001

Main goals:

Gathering, evaluate and review of existing IT Security policies across the group; harmonize sustainability and coherence of policies with internal IT, Lines of Business (LOBs) and Risk Management. Adoption and recondition of policies to current lineup of organization; recompile and propagate documentation to Risk Management to grant release to the enterprise organization. Policies all according to ISO 27.001

/-.2 for the global organization.

My role: IT Senior Consultant Security

Project languages: English / German

Industry: Chemical company

Term: 2013-2014

Projekt: 

Definition and implementation of DR plan according to ISI/IEC 27.000 at headquarters

Main goals:

Analyses of potential IT risk scenarios, identification of vulnerabilities and risk potentials, recommendation of measures to eliminate weaknesses, prioritization of risks, implementation of a functional IT Security- and Risk-Management System, defined and documented DR plans according to ISO/IEC 27,000 standard

Achievements:

SWOT-analysis with respect to compliance (internal guidelines, AktG, KontraG, DSG, TKG, etc.), corporate governance, organization, processes, internal directions, monitoring, systems and planted resources. List of evaluated risks on basis of the business impact analysis. Catalogue of measures to clear identified risks; implementation of a functional Risk Management system for the corporate IT department including calculations of the associated project budget.

Documentation of Disaster Recovery Plans according to ISO/IEC 27,002, BSI, Bitkom, MOF and ITIL-Framework

My role: IT Security Consultant, technical analysis of security relevant systems, creation and implementation of a File structure-based documentation system for the IT department, Documentation to approval of the company wide DR-concept according to ISO/IEC 27,000.

Project languages: English / German

Industry: medical device manufacturers

Term: 2013-2014

Projekt: Outsourcing, Outtasking of IT Department

Main goal:

Analyzing the feasibility of the outsourcing of the internal IT department. Detailed analysis of Capacity and Availability Management, technical analysis of local circumstances and other sites. Documentation and preparation of the bidding contents and the possible content of content of tender.

My role: Senior Consultant ITSM/ITSEC

Project language: German

Industry: aviation service provider

Term: 2014

Project: 

Risk Management during merger & acquisition phases (m&a

Goals:

Securing IT stability and delivery capacity (projects, changes and other projects) intra-corporate-wide during the search for a possible target enterprise that is able and willing to buy the potential divisions of this Service Provider.

Development of a risk matrix, specifications of key-scenarios (motivation of employees, loss of (key-) employees, strike actions, acts of sabotage), setup of a qualified reporting and communication structure including (but not limited to) documented and specified risks and accordingly its measures, and elution of proper Contingency plans and DR scenarios.

Close cooperation with Risk Management of parent group and HR department(s).

Achievements:

Successful prevention of impact of strikes by the union within and of the German datacenters and IT services. Twice successful failover of both main datacenters to other European failover sites without impact to the end customers (airlines). Prevention of two acts of sabotage due to implementation of early alert systems

My role: Senior Consultant Security und Risk Management

Project language: English / German