Description

Multilingual IT Service Delivery Manager with 15+ years leading end-user computing, field services, and infrastructure operations across EMEA Germany, Austria, and the UK.

My focus: taking complex IT transitions and turning them into stable, measurable operations. I've built field services from scratch, driven SLA compliance across multi-vendor environments, and managed stakeholder relationships at Director level - always with a cost-conscious, outcome-driven approach.

What I bring to the table:

→ SLA/OLA governance & ITIL process design → IT service transitions & knowledge transfer management → CMDB governance & endpoint security → Multi-vendor coordination in large-scale programmes → Regulatory compliance: GDPR/DSGVO, TISAX

Technical environment: ServiceNow, Tanium, CrowdStrike, Azure, VMware, Windows Server.

Currently pursuing an MSc in Artificial Intelligence & Data Analytics (IIT Guwahati, India).

Languages: Kurdish (native), Arabic, German (C1), Turkish (C1), English (C1), French (A2).

Based in Stuttgart. Open to conversations about Service Delivery, IT Operations, and Field Services leadership roles in the DACH region.

Languages

Kurdish
Native or bilingual
Arabic
Native or bilingual
German
Fluent
Turkish
Fluent
English
Fluent
French
Fluent

Workplace preferences

Can work on-site

Stuttgart (up to 50km)

Cognizant Technology Solutions (via Infinity Quest)
Regional Operations Lead — Field Services & Workplace IT
AUTOMOBILE
February 2026 - Today (4 months)
70 Stuttgart, Germany
▸ Leading global IT workplace services transition from Infosys to Cognizant — Factory IT and Office IT across all DTG locations worldwide
▸ Directing knowledge acquisition across 400+ operational areas; built structured KA framework from scratch
▸ Establishing SOPs, escalation matrices, and SLA/OLA mappings for BluePC, MFD, Factory Printers, Office PC, MOD, Techbar
▸ Managing recruitment for field services technicians (German B2+ requirement); governance meetings with DTG and EY
▸ Coordinating parallel transition workstreams including Mercedes-Benz Turkey (3 locations)
✓ KA Framework (400+ questions) — programme standard ✓ Operational authority in 30 days ✓ HR screening process improved
IT Transformation Change and Transformation Management Process Management System Integration DSGVO
HCLTech
Service Delivery Manager
AUTOMOBILE
June 2024 - January 2026 (1 year and 7 months)
Hamburg, Germany
▸ Primary liaison for IT service delivery across Germany, Austria, and EMEA region
▸ Managed operations: ServiceNow, Tanium, CrowdStrike, CMDB; led weekly governance sessions
▸ Monitored SLA metrics, incident trends, and performance KPIs with data driven reporting
▸ Directed escalated incident resolution with local field engineers and offshore teams
✓ CMDB integrity +30% ✓ P1 resolution time -35% ✓ SLA compliance improved
ServiceNow ITSM ServiceNow CMDB/CSDM Service Delivery Management IT Service Management General Data Protection Regulation (GDPR)
LTIMindtree GmbH (Direct Employee)
Senior Engineer — IT Cloud & Infrastructure Management
ENERGY AND UTILITIES
March 2023 - June 2025 (2 years and 3 months)
Germany
Direct Employee | From June 2024, carried out concurrently with HCLTech SDM role.
• Designed and maintained cloud-based infrastructure solutions on Azure.
• Enforced IT policies for cloud and infrastructure management; ensured compliance.
• Led disaster recovery planning and cross-functional system integration initiatives.
Key Achievements:
• Designed new infrastructure architecture reducing downtime by 40%.
• Migrated critical systems to Azure with zero data loss or service interruption.
• Boosted system response time by 30% through server optimization.
IT Architecture Business Plan Development IT Operations Management IT Project Management Project Management (PMO)