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)