IT Projektleiter (ITIL V3, PRINCE 2)

1/2013 – offen

• Programme Manager responsible for all EMEA implementations, controlled budgets of up to $10m per project
• Managed a global department of 5 project managers co-ordinating at least 15 concurrent projects
• Devised new standards, processes and solutions to improve processes and achieve savings of £1m per annum
• Successfully managed projects for the Swedish National Debt Office ($10m) and National Bank of Jeddah ($7.5m)
• Led key product upgrade projects ($2m plus each) for key clients such as Dresdner, Citibank and Barclays
• Oversaw pre-sales product demonstrations, post rollout training and day-to-day support across EMEA
• Devised various solutions for problem/development tracking and enhancements to encourage customer migration

1/2011 – 1/2013

• Programme Managed the €6m implementation of Service Management in the Procurement department
• Led 6 Project managers transferring 121 business processes from Germany to Nearshore sites in Hungary & Slovakia
• Mentoring the European business process owners & Management in Hungary & Slovakia
• Introduced the processes/workflows/manuals/quality assessment for project & service management processes.
• Promoted and oversaw the implementation of OTRS ticket tool based on MYSQL
• Designed and implemented a Service Management reporting portal utilising java script & php.
• Established 11 service management processes (request fulfilment, incident management , problem management, knowledge management, change management, configuration management, release & deployment management, service validation & testing management and CSI)
• Improved response times and service levels by introducing an OTRS tracking system and a KPI reporting portal

6/2001 – 10/2010

• As Head of Business Support (2005-10) led 50 staff across 5 business groups with daily CxO level contact
• Consistently ensured impeccable management of finances and a €5m budget, ensuring optimum value for money
• Engendered quality 1st/ 2nd line support, serving 8000 users & significantly improving internal working relations
• Put new initiatives in place to radically increase team efficiency and productivity, saving over €500k per annum
• Ran €2m project to replaced the London service desk with an integrated 1st/2nd line Frankfurt desk
• Executed key ITIL processes utilizing HP Service Manager, HP Quality Center, SharePoint
• Ran a €5m project to develop and implement SKMS, Service Catalogue & Service Level Mgmt in php & .net
• As ITIL Project Manager (2004-5), managed a €1m project to deliver the five core ITIL service processes
• Successfully tailored incident/problem/configuration/change/release management processes to the bank’s needs
• Designed robust implementation plans & problem management processes, achieving group management sign offs
• Successfully co-ordinated global support activities, including change management & production tool improvements
• As Head of Back Office Application Support (2001-04) supported 200+ users with a budget of over €5 million
• Implemented a staff training programme, improving service levels and reducing staff costs by €2m per annum
• Led the smooth operation of equities, treasury, fixed income & derivates operations in London & Frankfurt
• Managed support for key systems including CLS/Global One/ Swift/ AXS-One, Devon/Rolfe & Nolan/Smartstream
• Co-ordinated cross-platform (UNIX, VMS, NT, XP) and multi-database (Sybase, Oracle & MS SQL Server) support
• Improved communications with operations management and pro-actively increased the scope of support activities
• Introduced strict new standards for the secure deployment of applications into the live production environment