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Work Background
Deutsche Post DHL / IT ServicesSr. Director, Head of ServiceNow & SharePoint
Jan. 2022Responsible for global ServiceNow and SharePoint competence centers within Deutsche Post DHL ITS division (~75 FTEs and anywhere between 20-30 contractors, located in Germany, Czech Republic, India, and Malysia). Direct budget responsibility EUR >10M). Key responsibilities include: - Strategy & Roadmap for ServiceNow DP DHL platforms (two dozens of instances, HR/Procurement, ITSM, CSM, 250+ integrations) and SharePoint (6000+ sites)
- Project & Program Management - ServiceNow (ServicePortal and the ITSM platform projects)
- Enterprise Architecture & Service Ownership - ServiceNow & Selected SharePoint Applications
- RUN & BUILD (DevOps) activities related to DP DHL's ServiceNow - CSM, ITSM, HR and Microsoft SharePoint
Deutsche Post DHL / IT ServicesSr. Director, Head of Platform Support & Innovation
Oct. 2016 - Dec. 2021GlobalResponsible for global ServiceNow and BI/Tools competence centers within Deutsche Post DHL ITS division (~85 FTEs and anywhere between 20-30 contractors, located in Germany, Czech Republic, India, and Malysia). Direct budget responsibility EUR >6M, indirect EUR >24M. Project and Program management (individual projects budgeted at up to EUR 3.5M). Key responsibilities include: - Strategy & Roadmap for ServiceNow DP DHL platform (two dozens of instances, HR/Procurement, ITSM, 250+ integrations)
- Project & Program Management - ServiceNow (ServicePortal and the ITSM platform projects)
- Enterprise Architecture & Service Ownership - ServiceNow & BI tools (myBI/ServiceReporter SQL Server platforms)
- RUN & BUILD (DevOps) activities related to DP DHL's ServiceNow ITSM Platform incl. 24/7 FTS support
- Virtual Assistant & Robotic Process Automation Platform Support (L1/L2 Support, 24/7 FTS)
- Innovation management (Artificial Intelligence, Machine Learning, Chatbots)
- Financial Management The innovation management aspect of the role includes areas covering automation and optimization of ITS production processes, machine learning, and advanced predictive analytics as applicable to DP DHL's heterogeneous technology landscape. The role involves frequent interactions with stakeholders at VP-level, SVP and EVP level both within IT Services and across DP DHL Business Units, as well as VP / CEO-level interactions with various 3rd party providers. Recent Projects (EUR 100k+): DGFF GSC Migration (ServiceNow Customer Service solution) - In progress (EUR 1M+)
Service Desk ticket auto-routing, leveraging MS Azure ML & integration to ServiceNow platform
HR Chatbot (Ask Neo) leveraging MS Bot Framework + SfB integration
Service Desk Chatbot leveraging IBM Watson
Chat On-the-fly Translation Services (Google + Microsoft API Gateway)
UiPath Automation (Centralized Access Management POC)
Deutsche Post DHL / IT ServicesDirector, Head of Organization Support
Feb. 2013 - Sep. 2016Prague, The Capital, Czech RepublicLeading a global IT Organization Support department within the ITS Production Services department (~50 FTEs located in Czech Republic, Malaysia, and Costa Rica). Responsible for the following areas: - Service Level Management
- Reporting
- ITS Process Governance (Incident Mgt, Problem Mgt, SLA Mgt. processes)
- Internal Tools (development, implementation, support)
- Training & Quality Assurance
- Knowledge Management
- Financial Management
- Business Development support Direct budget responsibility EUR 1.7M, indirect EUR 21M. Project management (small-scale projects ~EUR 500k - EUR 1.3M). Liaising with stakeholders at VP-level both within IT Services and across DP DHL Business Units, driving continuous service improvement activities within the Business Partner Service Center (470+ FTEs located in 3 regions) in cooperation with all IT Services functional areas.
Deutsche Post DHL / IT ServicesAnalysis and Tools Manager
Feb. 2011 - Jan. 2013Led an expert team within the Global Service Desk organization delivering reporting, analysis, software development, and tools support to both GSD and IT Services. Key Tools and Processess supported: Centralized Account Management, E2E Ownership, Customer Perception Survey, Incident Management
Various employersEarly career
Feb. 2002 - Feb. 2011Prague, The Capital, Czech RepublicVarious technical and junior management roles in Telco and End User Support areas, business analysis and consulting.
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