IT Service Transition Management activities to onboard new services and their support to the global service desk. My activities include planning and coordination of knowledge transfer and trainings for L1/L2/L3 support teams. As the Single-Point-of-Contact for global service owners within the company my role is accompany them on their onboarding journey, from the first kick-off meeting until the end of the hypercare phase.

Integrated legacy store software landscape into state-of-the-art solutions from SAP. My role was to plan and coordinate cutover activities based on business requirements.

Played an active role in the establishment of a new global service desk which provides support for all branch offices of the ALDI SOUTH group across the globe from two locations, Europe and USA. The project involved the concurrent rollout of ITIL processes, SLAs and tools such as ServiceNow. The global service desk now provides IT support for over 130.000 employees worldwide including all stores staff.

Responsible for the team of 15 people and the operation of the service desk in all shifts. In my secondary role I was also the incident coordinator, in addition to checking the quality of the tickets, I was also responsible for preparing the reporting.

Remote installation of operating systems on laptops through software deployment servers. Application configuration (VPN/Outlook etc..) and Active Directory user rights management.