Freelancer: Passionate about IT Operations and Project Management, used to work with offshore teams in remote locations including offshore vendors

Freiberufler / Selbstst�ndiger

Remote-Arbeit

Verf�gbar ab: 27.09.2024

Verf�gbar zu: 100%

davon vor Ort: 100%

Top-Skills

Service-Management

IT-Betrieb

ITIL

Goal Directed Project Management

Change Request Management

Delivery Management

Lieferantenmanagement

Einsatzorte

St�dte

Munich (+500km)

L�nder

Deutschland, Schweiz, �sterreich

Remote-Arbeit

m�glich

Projekte

11 months

2023-09 - 2024-07

TOPdesk implementation

ITSM Manager, Process Manager and ITIL Consultant IT Service Management (ITSM) ServiceNow Change Management ...

Rolle

ITSM Manager, Process Manager and ITIL Consultant

Projektinhalte

Decommissioning of existing 12 years old ITIL 3 TOPdesk onpremise instance
Implementation of new ITIL 4 TOPdesk cloud instance, without data migration
Process and policy documentation
Green field implementation using ITIL4 best-practice

Kenntnisse

IT Service Management (ITSM) ServiceNow Change Management Knowledge Base SLA ITIL 3 & 4 Process Optimization & Implementation

Kunde

Sennheiser Electronics

5 months

2023-04 - 2023-08

Global IT Operations

Interim Head of Workplace IT Service Management (ITSM) Topdesk SD+ ...

Rolle

Interim Head of Workplace

Projektinhalte

Interim Head of Workplace, Global IT Operations
5000+ users globally.
Managing three team leads and Support team of 20+ people
ISO 27001 Certification journey
IT Procurement strategy, single sourcing
Journey to cloud (Azure, O365, VMWare)
Backup (BaaS) and Disaster recovery strategy
Global network refresh & SD-WAN strategy (Cisco)
ITSM & ITIL optimisation migration from Topdesk (ITIL 3) to SD+ (ITIL 4)
Business continuity planning
Windows 11 roll-out strategy
Operational Technology (OT)
Cyber Security strategy
EPM, PIM and IAM strategy

Kenntnisse

IT Service Management (ITSM) Topdesk SD+ SLA ITIL 3 & 4 Process Optimization & Implementation

Kunde

NKT Cables Group

4 months

2023-01 - 2023-04

Service Delivery Management / Application Management - DMS

Service Delivery Manager (SDM) ITIL 4 Agile Project Management ...

Rolle

Service Delivery Manager

Projektinhalte

Interim Service Delivery / Application Manager in the Document area.�
Close collaboration with Document Solutions project and AM teams.�
NCS ART management, BID DEV and IT OPS across Nordics
Commissioning of new applications and services
Activities related to an infrastructure/performance review
Response time measurements, analyses, with coordination and PL support.

Kenntnisse

(SDM) ITIL 4 Agile Project Management DMS Vendor Management Application Management ServiceNow ITSM Project Management Service Delivery Management

Kunde

Tryg Forsikring

11 months

2022-01 - 2022-11

Service Delivery and Service Transition

Service Delivery Manager IT Service Management (ITSM) ServiceNow HPSM ...

Rolle

Service Delivery Manager

Projektinhalte

Service Delivery and Service Transition in regards to the split of TDC Group into TDC NET and Nuuday.�

On Nuuday site responsible to process creation and process optimisation
Onboarding and commissioning of new applications and services
Business requirement understanding
Translate the agreed terms in the vendor contracts
Alignment of SLA and OLA
Assisted in the process regarding ITIL and ITSM
Used Jira for project management tasks

Kenntnisse

IT Service Management (ITSM) ServiceNow HPSM Change Management Knowledge Base SLA ITIL 3 & 4 Process Optimization & Implementation

Kunde

Nuuday (TDC Group)

7 months

2022-04 - 2022-10

Global IT Operations and Support

Head of IT Operations & Support IT Service Management (ITSM) Topdesk Change Management ...

Rolle

Head of IT Operations & Support

Projektinhalte

Global IT Operations and Support of 1800+ users at 13 locations
IT Operations and Support team of 25 people
ISO 27001 Certification journey
IT Procurement strategy, single sourcing
Journey to cloud (Azure, O365, VMWare)
Backup (BaaS) and Disaster recovery strategy
Global network refresh & SD-WAN strategy (Cisco)
ITSM & ITIL optimisation using Topdesk
Change Management
Business continuity planning
Software license consolidation and optimisation
Operational Technology (OT)
Cyber Security strategy
EPM strategy

Kenntnisse

IT Service Management (ITSM) Topdesk Change Management Knowledge Base SLA ITIL 3 & 4 Process Optimization & Implementation

Kunde

Semco Maritime

1 month

2021-12 - 2021-12

Creating ITIL and ITSM Manual

ITIL Consultant IT Service Management (ITSM) Cherwell Change Management ...

Rolle

ITIL Consultant

Projektinhalte

Creating ITIL and ITSM Manual for all aspects of ITIL 4, including handling and dealing with 3rd party vendors who interfaces

Kenntnisse

IT Service Management (ITSM) Cherwell Change Management Knowledge Base SLA ITIL 3 & 4 Process Optimization & Implementation

Kunde

P27 Nordic Payments

7 months

2021-05 - 2021-11

Cherwell Service Management (ITSM)

Change Manager IT Service Management (ITSM) Cherwell Change Management ...

Rolle

Change Manager

Projektinhalte

Pharma GxP and non-GxP IT changes

Outsourcing of Change Management from HQ to Poland

Handover from current Change Managers and preparation for handover to outsourcing partner in Poland.
Description and update of processes and work instructions to ensure successful handover

Kenntnisse

IT Service Management (ITSM) Cherwell Change Management Knowledge Base SLA ITIL 3 & 4 Process Optimization & Implementation

Kunde

Lundbeck

3 months

2021-03 - 2021-05

Incident Management

Interim IT Service Manager & Team Lead IT Service Management (ITSM) Cherwell Change Management ...

Rolle

Interim IT Service Manager & Team Lead

Projektinhalte

IT Service Manager and team lead for the local onsite�service desk team in Copenhagen, supporting 450+ users
The consultants? primary responsibilities were:
- Day to day incident management, using ServiceNow
- Daily follow up on backlog, new incidents and SLA commitments
- Focal point for the outsourcing partners

Kenntnisse

IT Service Management (ITSM) Cherwell Change Management Knowledge Base SLA ITIL 3 & 4 Process Optimization & Implementation

Kunde

The Danish National Bank (Nationalbanken)

2020 - 2021: Implementation and business adoption

Role: Interim IT Service Desk Manager, IT Project Manager

Customer: PwC

Tasks:

Implementation and business adoption of ServiceNow
Migration from IBM Lotus Notes
Workplace (IT) services and support of 2700+ users, counting 13+ office locations

Skills:

IT Service Management (ITSM), ServiceNow, Incident Management, Kanban, Scrum, SLA, ITIL 3 & 4, Process Optimization & Implementation

2018 - 2020: Integration and change management project

Role: IT Service Manager, IT Project Manager

Customer: Total

Tasks:

Integration and change management project from Maersk Oil to Total
Migration campaign of data and applications
Upgrade campaign from Maersk Oil computers to Total computers (Win 7)
Windows 10 replace roll-out project Win 7 -> Win 10 1809
Upgrade of video conference and audio solutions, including integration to Teams Live Event, at both locations in Denmark
- Workplace (IT) services and support of 500+ users locally and remote, including data center operations and procurement services.
- Managing a team of 14 in Total Country Services (TCS IT) servicing the branches of Total in Denmark, from the regional HQ of Total in Copenhagen, Denmark, which covers operations in Scandinavia including offshore North Sea (UK, Netherlands, Denmark and Norway) and Russia.

Skills:

ServiceNow, IT Service Management (ITSM), Incident Management, ITIL 3 + 4, 1st Level Support, 2nd Level Support, 3rd Level Support, SLA, Scrum, Change Management, Customer Service Management, Process Optimization, Identity Access Management (IAM) & Service Delivery Management (SDM)

2013 - 2018: HQ relocation

Role: Teamlead, Incident and Project Manager

Customer: A.P. M�ller ? M�rsk

Tasks:

HQ relocation project in Copenhagen, affecting 700+ people including change management.
Complete infrastructure move including installation of new office infrastructure and collaboration solutions at the new HQ location.
Successful setup of remote locations as extended HQ sites, in Qatar (on-site), and new territories e.g. Iran, Irak (on-site) and Kenya.
Complete upgrade of our training and conference facilities at extended site in Copenhagen.
Completed global standardisation and implementation of all meeting rooms, including collaboration guides.
Completed global standardisation and implementation of Emergency Response Rooms (ERR)
- Day to day operations of the global HQ in Copenhagen, Denmark - including various locations in the Copenhagen area.
- Remote operations and on-call support of locations covering Qatar, Iraq(Kurdistan), Iran, Algeria, Angola and Kenya
- Team lead of IT proximity team of Total E&P Copenhagen branch

Skills:

Incident Management, IT Service Management (ITSM), ServiceNow, ITIL, Configuration Management Database (CMDB), SLA, Kanban, Scrum, Change Management, Implementation & Process Optimization

Aus- und Weiterbildung

2004 - 2007

Business Administration

Specialist Diploma

Selandia Business School

Certicication

2021

Scrum Master VMEdu Inc.

2020

ServiceNow - Foundation ServiceNow

ITIL 4 Master - Exin Utrecht

2011

ITIL 3 Master - Exin Utrecht

Kompetenzen

Top-Skills

Service-Management IT-Betrieb ITIL Goal Directed Project Management Change Request Management Delivery Management Lieferantenmanagement

Produkte / Standards / Erfahrungen / Methoden

ITSM

ITIL

Profile:

Senior ITSM & ITIL consultant with strong experience in IT Service Management, ITIL 3 & 4, IT Operations and Project Management.
The consultant has worked with both ServiceNow, and all other major ITSM tools and the ITIL framework for the past 12 years.
In a recent project the consultant managed a move from an ITIL3 based ITSM instance, set up 12 years ago, to a new instance of the same ITSM tool, in the cloud, based on ITIL 4 and best practices.
Certified in ITIL 3 & ITIL 4 Master, ServiceNow and additionally Scrum Master.
The consultant is highly skilled in coordination between the technical requirements and the business unit to ensure project delivery, with experience from banking, logistics, production, inscurance, consulting, energy and pharma

Recent projects:

ITSM implementation

Sennheiser Electronics
- TOPdesk migration, implementation and project management
NKT Cables Group
- TOPdesk to SD+
PwC
- Lotus Notes to ServiceNow
European Dynamics
- New installation, integration with Remedy at customer
Maersk
- Remedy to ServiceNow

Day to day operations of various ITSM tools

TotalEnergies
- ServiceNow
- Incident Management, Problem Management, Change Management and CMDB
Maersk (A.P. Moeller Maersk)
- ServiceNow
NKT Cables Group
- TOPdesk & SD+
Lundbeck
- Cherwell
- Change Management and CMDB
TDC (Nuuday)
- ServiceNow & HPSM
Tryg Forsikring (Insurance)
- ServiceNow
Semco Maritime
- TOPdesk
Nationalbanken (The National Bank of Denmark)
- ServiceNow
- Incident Management, Problem Management and Change Management

Creation of ITSM manual and processes based on ITIL 4

European Dynamics
P27 Nordic Payments

Competences

ServiceNow (Certified)
ITIL 3-4 (Certified 4)
IT Service Management (ITSM)
Incident Management
SLA
Identity Access Management (IAM)
Stakeholder Management
Vendor Management
Kanban
Agile methods
AD + Azure
Infrastucture
Scrum (Certified April 2021)
Teamlead
Coordination
Asset Management
Service Desk
Remote Support
Data Center
IT Services
Network (LAN, WAN, 4G)

Einsatzorte

St�dte

Munich (+500km)

L�nder

Deutschland, Schweiz, �sterreich

Remote-Arbeit

m�glich

Projekte

11 months

2023-09 - 2024-07

TOPdesk implementation

ITSM Manager, Process Manager and ITIL Consultant IT Service Management (ITSM) ServiceNow Change Management ...

Rolle

ITSM Manager, Process Manager and ITIL Consultant

Projektinhalte

Decommissioning of existing 12 years old ITIL 3 TOPdesk onpremise instance
Implementation of new ITIL 4 TOPdesk cloud instance, without data migration
Process and policy documentation
Green field implementation using ITIL4 best-practice

Kenntnisse

IT Service Management (ITSM) ServiceNow Change Management Knowledge Base SLA ITIL 3 & 4 Process Optimization & Implementation

Kunde

Sennheiser Electronics

5 months

2023-04 - 2023-08

Global IT Operations

Interim Head of Workplace IT Service Management (ITSM) Topdesk SD+ ...

Rolle

Interim Head of Workplace

Projektinhalte

Interim Head of Workplace, Global IT Operations
5000+ users globally.
Managing three team leads and Support team of 20+ people
ISO 27001 Certification journey
IT Procurement strategy, single sourcing
Journey to cloud (Azure, O365, VMWare)
Backup (BaaS) and Disaster recovery strategy
Global network refresh & SD-WAN strategy (Cisco)
ITSM & ITIL optimisation migration from Topdesk (ITIL 3) to SD+ (ITIL 4)
Business continuity planning
Windows 11 roll-out strategy
Operational Technology (OT)
Cyber Security strategy
EPM, PIM and IAM strategy

Kenntnisse

IT Service Management (ITSM) Topdesk SD+ SLA ITIL 3 & 4 Process Optimization & Implementation

Kunde

NKT Cables Group

4 months

2023-01 - 2023-04

Service Delivery Management / Application Management - DMS

Service Delivery Manager (SDM) ITIL 4 Agile Project Management ...

Rolle

Service Delivery Manager

Projektinhalte

Interim Service Delivery / Application Manager in the Document area.�
Close collaboration with Document Solutions project and AM teams.�
NCS ART management, BID DEV and IT OPS across Nordics
Commissioning of new applications and services
Activities related to an infrastructure/performance review
Response time measurements, analyses, with coordination and PL support.

Kenntnisse

(SDM) ITIL 4 Agile Project Management DMS Vendor Management Application Management ServiceNow ITSM Project Management Service Delivery Management

Kunde

Tryg Forsikring

11 months

2022-01 - 2022-11

Service Delivery and Service Transition

Service Delivery Manager IT Service Management (ITSM) ServiceNow HPSM ...

Rolle

Service Delivery Manager

Projektinhalte

Service Delivery and Service Transition in regards to the split of TDC Group into TDC NET and Nuuday.�

On Nuuday site responsible to process creation and process optimisation
Onboarding and commissioning of new applications and services
Business requirement understanding
Translate the agreed terms in the vendor contracts
Alignment of SLA and OLA
Assisted in the process regarding ITIL and ITSM
Used Jira for project management tasks

Kenntnisse

IT Service Management (ITSM) ServiceNow HPSM Change Management Knowledge Base SLA ITIL 3 & 4 Process Optimization & Implementation

Kunde

Nuuday (TDC Group)

7 months

2022-04 - 2022-10

Global IT Operations and Support

Head of IT Operations & Support IT Service Management (ITSM) Topdesk Change Management ...

Rolle

Head of IT Operations & Support

Projektinhalte

Global IT Operations and Support of 1800+ users at 13 locations
IT Operations and Support team of 25 people
ISO 27001 Certification journey
IT Procurement strategy, single sourcing
Journey to cloud (Azure, O365, VMWare)
Backup (BaaS) and Disaster recovery strategy
Global network refresh & SD-WAN strategy (Cisco)
ITSM & ITIL optimisation using Topdesk
Change Management
Business continuity planning
Software license consolidation and optimisation
Operational Technology (OT)
Cyber Security strategy
EPM strategy

Kenntnisse

IT Service Management (ITSM) Topdesk Change Management Knowledge Base SLA ITIL 3 & 4 Process Optimization & Implementation

Kunde

Semco Maritime

1 month

2021-12 - 2021-12

Creating ITIL and ITSM Manual

ITIL Consultant IT Service Management (ITSM) Cherwell Change Management ...

Rolle

ITIL Consultant

Projektinhalte

Creating ITIL and ITSM Manual for all aspects of ITIL 4, including handling and dealing with 3rd party vendors who interfaces

Kenntnisse

IT Service Management (ITSM) Cherwell Change Management Knowledge Base SLA ITIL 3 & 4 Process Optimization & Implementation

Kunde

P27 Nordic Payments

7 months

2021-05 - 2021-11

Cherwell Service Management (ITSM)

Change Manager IT Service Management (ITSM) Cherwell Change Management ...

Rolle

Change Manager

Projektinhalte

Pharma GxP and non-GxP IT changes

Outsourcing of Change Management from HQ to Poland

Handover from current Change Managers and preparation for handover to outsourcing partner in Poland.
Description and update of processes and work instructions to ensure successful handover

Kenntnisse

IT Service Management (ITSM) Cherwell Change Management Knowledge Base SLA ITIL 3 & 4 Process Optimization & Implementation

Kunde

Lundbeck

3 months

2021-03 - 2021-05

Incident Management

Interim IT Service Manager & Team Lead IT Service Management (ITSM) Cherwell Change Management ...

Rolle

Interim IT Service Manager & Team Lead

Projektinhalte

IT Service Manager and team lead for the local onsite�service desk team in Copenhagen, supporting 450+ users
The consultants? primary responsibilities were:
- Day to day incident management, using ServiceNow
- Daily follow up on backlog, new incidents and SLA commitments
- Focal point for the outsourcing partners

Kenntnisse

IT Service Management (ITSM) Cherwell Change Management Knowledge Base SLA ITIL 3 & 4 Process Optimization & Implementation

Kunde

The Danish National Bank (Nationalbanken)

2020 - 2021: Implementation and business adoption

Role: Interim IT Service Desk Manager, IT Project Manager

Customer: PwC

Tasks:

Implementation and business adoption of ServiceNow
Migration from IBM Lotus Notes
Workplace (IT) services and support of 2700+ users, counting 13+ office locations

Skills:

IT Service Management (ITSM), ServiceNow, Incident Management, Kanban, Scrum, SLA, ITIL 3 & 4, Process Optimization & Implementation

2018 - 2020: Integration and change management project

Role: IT Service Manager, IT Project Manager

Customer: Total

Tasks:

Integration and change management project from Maersk Oil to Total
Migration campaign of data and applications
Upgrade campaign from Maersk Oil computers to Total computers (Win 7)
Windows 10 replace roll-out project Win 7 -> Win 10 1809
Upgrade of video conference and audio solutions, including integration to Teams Live Event, at both locations in Denmark
- Workplace (IT) services and support of 500+ users locally and remote, including data center operations and procurement services.
- Managing a team of 14 in Total Country Services (TCS IT) servicing the branches of Total in Denmark, from the regional HQ of Total in Copenhagen, Denmark, which covers operations in Scandinavia including offshore North Sea (UK, Netherlands, Denmark and Norway) and Russia.

Skills:

2013 - 2018: HQ relocation

Role: Teamlead, Incident and Project Manager

Customer: A.P. M�ller ? M�rsk

Tasks:

HQ relocation project in Copenhagen, affecting 700+ people including change management.
Complete infrastructure move including installation of new office infrastructure and collaboration solutions at the new HQ location.
Successful setup of remote locations as extended HQ sites, in Qatar (on-site), and new territories e.g. Iran, Irak (on-site) and Kenya.
Complete upgrade of our training and conference facilities at extended site in Copenhagen.
Completed global standardisation and implementation of all meeting rooms, including collaboration guides.
Completed global standardisation and implementation of Emergency Response Rooms (ERR)
- Day to day operations of the global HQ in Copenhagen, Denmark - including various locations in the Copenhagen area.
- Remote operations and on-call support of locations covering Qatar, Iraq(Kurdistan), Iran, Algeria, Angola and Kenya
- Team lead of IT proximity team of Total E&P Copenhagen branch

Skills:

Incident Management, IT Service Management (ITSM), ServiceNow, ITIL, Configuration Management Database (CMDB), SLA, Kanban, Scrum, Change Management, Implementation & Process Optimization

Aus- und Weiterbildung

2004 - 2007

Business Administration

Specialist Diploma

Selandia Business School

Certicication

2021

Scrum Master VMEdu Inc.

2020

ServiceNow - Foundation ServiceNow

ITIL 4 Master - Exin Utrecht

2011

ITIL 3 Master - Exin Utrecht

Kompetenzen

Top-Skills

Service-Management IT-Betrieb ITIL Goal Directed Project Management Change Request Management Delivery Management Lieferantenmanagement

Produkte / Standards / Erfahrungen / Methoden

ITSM

ITIL

Profile:

Senior ITSM & ITIL consultant with strong experience in IT Service Management, ITIL 3 & 4, IT Operations and Project Management.
The consultant has worked with both ServiceNow, and all other major ITSM tools and the ITIL framework for the past 12 years.
In a recent project the consultant managed a move from an ITIL3 based ITSM instance, set up 12 years ago, to a new instance of the same ITSM tool, in the cloud, based on ITIL 4 and best practices.
Certified in ITIL 3 & ITIL 4 Master, ServiceNow and additionally Scrum Master.
The consultant is highly skilled in coordination between the technical requirements and the business unit to ensure project delivery, with experience from banking, logistics, production, inscurance, consulting, energy and pharma

Recent projects:

ITSM implementation

Sennheiser Electronics
- TOPdesk migration, implementation and project management
NKT Cables Group
- TOPdesk to SD+
PwC
- Lotus Notes to ServiceNow
European Dynamics
- New installation, integration with Remedy at customer
Maersk
- Remedy to ServiceNow

Day to day operations of various ITSM tools

TotalEnergies
- ServiceNow
- Incident Management, Problem Management, Change Management and CMDB
Maersk (A.P. Moeller Maersk)
- ServiceNow
NKT Cables Group
- TOPdesk & SD+
Lundbeck
- Cherwell
- Change Management and CMDB
TDC (Nuuday)
- ServiceNow & HPSM
Tryg Forsikring (Insurance)
- ServiceNow
Semco Maritime
- TOPdesk
Nationalbanken (The National Bank of Denmark)
- ServiceNow
- Incident Management, Problem Management and Change Management

Creation of ITSM manual and processes based on ITIL 4

European Dynamics
P27 Nordic Payments

Competences

ServiceNow (Certified)
ITIL 3-4 (Certified 4)
IT Service Management (ITSM)
Incident Management
SLA
Identity Access Management (IAM)
Stakeholder Management
Vendor Management
Kanban
Agile methods
AD + Azure
Infrastucture
Scrum (Certified April 2021)
Teamlead
Coordination
Asset Management
Service Desk
Remote Support
Data Center
IT Services
Network (LAN, WAN, 4G)

Vertrauen Sie auf Randstad

Im Bereich Freelancing

Im Bereich Arbeitnehmer�berlassung / Personalvermittlung

Fragen?

Rufen Sie uns an +49 89 500316-300 oder schreiben Sie uns:

Name E-Mail-Adresse Ihre Frage

Telefonnummer Unternehmen

Ich habe die Datenschutzbestimmungen gelesen und bin damit einverstanden.

Einsatzorte

Projekte

Aus- und Weiterbildung

Kompetenzen

Top-Skills

Produkte / Standards / Erfahrungen / Methoden

Einsatzorte

Projekte

Aus- und Weiterbildung

Kompetenzen

Top-Skills

Produkte / Standards / Erfahrungen / Methoden

Vertrauen Sie auf Randstad

Fragen?

Rufen Sie uns an +49 89 500316-300 oder schreiben Sie uns:

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