IT Service Manager

10/2019 – 10/2023

- Lead team of 6 people ensuring safe environment and proper individual
development.
- Monitor day-to-day operations, including meeting with customers and main suppliers to ensure proper service delivery.
- Implement, improve and automate processes within the area of scope:
* Contract Management
* Service level management
* License management
- Ensure regulatory compliance within Financial industry supporting audits (internal or from regulators: i.e. BaFin, CSSF)
- Act as deputy of Plan & Control Head of Section, setting up organizational structure and representing it with internal and external stakeholders.
- Anything my boss asked even if it was out of my comfort zone

ITIL, IT Service Management (ITSM)

1/2016 – 6/2016

- Defined Service Catalog
- Manage service levels by monitoring and initiating remedial actions
- Create SLA and Performance reports
- Drive ISO 2000 implementation.

DIN EN ISO 20000, IT Service Management (ITSM), ITIL

2/2005 – 7/2014

- Service level Management:
*Defining Service Catalog and related SLAs
*Process Implementation and Continuous Improvement
- Business Relationship Management
*Manage service reviews, escalations and complaints for 8 countries
*Coordinate Customer initiatives and coordinate meeting and events
- Quality Management
*Define Service Management System including IT Governance
*Ensure ISO 20000 compliance by establishing the ITSM annual plan
- Program Management
*Track 8 project streams to implement ISO 20000.
*Define in alignment with communications department, the awareness and communication plan to MANAGE the change.

DIN EN ISO 20000, IT Service Management (ITSM), ITIL