Global Senior Service und Projekt Manager, Transition Direktor, Service Direktor

Founding of FPA-ITS as CEO, managing Global Clients for Service and Program Management, convey resources and offer new IT solutions.

Project Manager for Lifecycle Management of 35.000 Assets in Germany. Including staging, distribution, exchange on site and physical destruction after exchange.

Project Manager for Global Rollout for Windows 11 Migration and Exchange of 2.500 devices with Software Application Ownership

Senior Service Manager for all Outsourcing Services including SIAM.

Director Service Delivery - Unit Large Accounts) NORDACH Region with a TCV of ~200 Mio $ per year.

Results-driven and experienced Service Delivery Manager with a strong background in building and leading IT operations organizations in complex environments. Proven expertise in ensuring compliance with SLAs and security standards, managing incidents and problems, driving capacity planning, and defining operational processes. Skilled in integrating new solutions and functionalities into existing environments, with a hands-on approach to service stability and performance.

I bring a strategic mindset to the development and governance of service operations, including documentation (SOPs, runbooks), financial transparency, and continuous improvement initiatives. With a solid foundation in ITIL-based processes and cross-functional leadership, I support business-aligned, resilient, and scalable service organizations.

Core Competencies:
• Setup and governance of IT operations organizations
• ITIL-based service management (Incident, Problem, Change, Capacity Management, Continuous Service Improvement, CI & CD)
• SLA & KPI compliance and IT security alignment
• Operational process design and release for new solutions (SIAM, Global Service Outsourcing, Hybrid Cloud Solutioning, SMART Lockers, etc.)
• Definition of operational requirements within project contexts
• Management and approval of operational documentation (SOPs, Runbooks, Service Manuals)
• Service monitoring and SLA/KPI-based reporting (including performance goals)
• Incident and escalation management across distributed teams (internal and external)
• Contribution to service cost allocation and internal charging models
• Continuous improvement of operational processes and team performance

Areas of Responsibilities:
• Actively led the setup and ongoing development of an IT operations organization supporting a critical enterprise platform (ITSM change, Hybrid Cloud execution, etc.)
• Ensured SLA and security policy compliance across all operational services
• Managed the full lifecycle of incidents and problems, including root cause analysis and post-mortem reporting
• Implemented a structured capacity management framework and forecast model
• Defined and consolidated operational requirements in close collaboration with project and architecture teams
• Supervised the creation and quality control of operational documentation (SOPs, runbooks, support guides)
• Designed and deployed a comprehensive service monitoring and reporting infrastructure
• Provided input for service chargeback models and supported accurate cost tracking for IT services
• Drove continuous service improvement (CSI) initiatives focused on efficiency, reliability, and automation
• Sparring Partner for C-Level Management
• Leading a Team of 12 Project- and Service Manager directly including leading a total manpower structure (near- and off-shore) of 1.500 employees.

Tools & Technologies:
• Hands-on experience with leading IT service management platforms such as ServiceNow, BMC Remedy, and Jira Service Management
• Monitoring and infrastructure oversight using tools like Nagios, Zabbix, and PowerBI.
• Working with major cloud platforms such as Amazon Web Services (AWS), Microsoft Azure, and Microsoft 365.
• Working according to established frameworks such as ITIL v4 and ISO 20000 and ISO 27001
• Using both, Agile and Traditional Project skills to manage projects
• Possessing understanding of DevOps principles and how they intersect with service delivery.

Transition Director (Team of 12) in a Managed Service environment with a TCV > 250 Mio € (5 years) and 102.000 End-user in the aircraft industry.
Building up the entire outsourcing service structure (local and remote) around following Services:

- Local Support Services such as:
o Computer, Mobile, Virtual Desktop and Workstation Asset Provisioning and

- Remote Services from Nearshore and Offshore centres for:
o Publishing & Social Services
o Document & Productivity Services
o File Sharing Services
o Conferencing & Instant Messaging
o Private & Public Cloud Solutions

Controlling, budgeting and Profit Loss Responsibility

Setting up the service models, performing all knowledge transfers and building the knowledge bases. Delivering the Transition within 6 months in time and budget with a Service Star Feedback and a CSAT score of 95 %.