Technology Project Manager

1/2024 – 6/2024

Analyse der bestehenden CRM- und Betriebsprozesse: Identifikation von Verbesserungspotenzialen und digitalen Lösungen zur Optimierung der Kundenbeziehungen und Betriebsabläufe.

Strategieentwicklung für die digitale Transformation: Erstellung eines umfassenden Plans zur Implementierung digitaler Technologien im CRM und den Betriebsabläufen, einschließlich Zeitrahmen, Budget und Ressourcenplanung.

Auswahl und Implementierung von CRM-Softwarelösungen: Auswahl der geeigneten digitalen Tools und Technologien, die zur Verbesserung der Kundenbeziehungen beitragen, und deren Implementierung.

Automatisierung von Prozessen: Einsatz digitaler Technologien zur Automatisierung wiederkehrender Aufgaben im CRM und in den Betriebsabläufen, um Effizienz zu steigern und Fehler zu reduzieren.

Datenanalyse und -management: Nutzung von Datenanalyse-Tools zur Gewinnung von Erkenntnissen aus Kunden- und Betriebsdaten, um informierte Entscheidungen treffen zu können und personalisierte Kundenerlebnisse zu schaffen.

CRM Beratung (allg.), Digitale Transformation

10/2022 – 11/2023

Project Planning: Define scope, objectives, and timelines, and create a detailed project plan.

Stakeholder Communication: Establish clear communication channels and provide regular updates.

Team Management: Assemble and lead project teams, assign tasks, and ensure resources are available.

Risk Management: Identify, assess, and mitigate project risks, and develop contingency plans.

Budget Management: Monitor project expenses, allocate resources, and stay within budget constraints.

Quality Assurance: Define and maintain quality standards, conduct testing, and ensure deliverables meet requirements.

Change Management: Manage scope changes, document them, and communicate to stakeholders.

Agile Entwicklung, SCRUM, ServiceNow

7/2021 – 10/2022

Successfully led a multimillion-euro ITSM transformation program for a global automotive manufacturer, improving service delivery and efficiency across the organization.

Established and executed a comprehensive program strategy, aligning ITSM goals with the company's overall business objectives and ensuring executive buy-in.

Managed a diverse team of professionals, vendors, and partners, overseeing resource allocation, budget control, and vendor relationships to meet program objectives.

Mitigated program risks and issues through proactive identification and implementation of effective risk management strategies, resulting in on-time and on-budget delivery.

Developed and executed a robust change management plan, facilitating seamless adoption of new ITSM practices and tools among a geographically dispersed workforce.

Implemented quality assurance measures, ensuring that ITSM processes and tools met defined standards and delivered tangible improvements in service quality and efficiency.

Successfully integrated new ITSM processes and tools with existing IT infrastructure and workflows, minimizing disruptions to business operations.

Led post-implementation reviews to evaluate the program's effectiveness, identify areas for improvement, and implement continuous enhancements to ITSM practices.

Budgetierung, Service Management, ServiceNow, Programm Management, Stakeholder-Analyse