Freelancer profile translated to English.
Back to original languageAbout Mohamed
high service quality | smooth technology | efficiency | People talk well and gladly with each other - As a Senior Service Manager & Project Manager, I am happy to bring my many years of expertise to your project.
German
Native or bilingual
English
Fluent
Can work on-site
Berlin (up to 50km), Hamburg (up to 50km), München (up to 50km), Frankfurt am Main (up to 50km), Köln (up to 50km)
Experience
- Bundesministerium für Wohnen, Stadtentwicklung und BauwesenIT Project Manager ITSM (Freelancer)PUBLIC SECTORJuly 2025 - Today (11 months)Berlin, Germany- Leading and managing IT service management projects in a ministerial environment.- Responsibility for the introduction and optimization of ITIL-based processes, interface management, and service quality assurance.- Focus on compliance, governance, and sustainable service transition.
- ALDI InternationalSenior Service Level Manager & ServiceNOW ManagerRETAIL (SMALL BUSINESS)August 2023 - April 2024 (8 months)Mülheim, GermanyALDI SÜDSenior Service Level Manager & ServiceNOW ManagerMülheim an der Ruhr, North Rhine-Westphalia, GermanyService Level Reporting▪ Creation of Service Level Management Reports▪ Feasibility study for automation or partial automation of thecreated Service Level Management Reports▪ Creation of a gap analysis regarding the contractual basis with TCSand implementation of key figure measurement in ServiceNOW across the portfolios managed by INFRA Vendor Management (on-premise, privatecloud, public cloud, MSSP)▪ Review of the reported service level performance of the service provideragainst the data basis in ServiceNOW.▪ Setup of a penalty management system▪ Consolidation of SLA violations at a central point on a monthlybasis▪ Documentation of governance for the penalty management systemIT Service Management Tool (ServiceNOW)▪ Troubleshooting of interface malfunctions ("incidents"), after reporting via Confluence SNOW issues betweenTCS/ALDI SNOW▪ Acceptance of test stories ("User Acceptance Test") and reporting ofany anomalies to the development team▪ Functional testing of predefined test cases after ServiceNow majorreleases regarding Incident Management, Service Request Fulfilment, and ChangeManagementSpecial Results:▪ Successful setup of a new SLA lifecycle for reportingby the service provider TCS for various provided services (on-premise, privatecloud, public cloud, MSSP) for management and the customer's business units▪ Documentation and preparation of ServiceNOW operation and testing,so that it can be delegated in individual work packages▪ Expansion of the created SLA lifecycle to include penalties for contractpenalties – reduction of manual effort to less than 25% compared tothe previous solution
- E.ON SESenior Service Manager/ Project ManagerENERGY AND UTILITIESJanuary 2023 - June 2023 (6 months)Quickborn, GermanyE.ONSenior Service Manager/ Project ManagerQuickborn, Schleswig-Holstein, GermanySetup of automated reporting for the local IT department of thecustomer group and for management up to the executive boards ofthe E.ON/ Hansewerk group▪ Identification and documentation of stakeholders▪ Gathering and coordination of requirements for reporting▪ Creation of a concept for KPIs and dashboards▪ Identification of existing data sources▪ Establishing access to missing data in collaboration with theirproviders▪ Setting up automation for accessing the required data in collaboration with theirproviders▪ Creation of reports and dashboards (Power BI, Qlik Sense)▪ Creation of documentation and operating concept▪ Presentation of results▪ Training of usersSpecial Results:▪ Scrum/Agile approach in project management – organization of regularsprints, allowing the end result to be continuously adapted to the needs of thetarget groups▪ The solution could be used as a blueprint for further cross-departmentaldashboards, as there is significant internal demand within the company▪ Identification of an internal department for the operation and furtheradjustments of the solution. This allows future costs for externalresources and ongoing costs to be reduced by more than 50%
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Education
- Bachelor of Science PsychologyTechnische Universität Braunschweig2014
- State-certified IT specialist in system integration (IHK)Deutsche Telekom AG München2007
Certifications
- ServiceNow Certified System Administrator (CSA)ServiceNow
- ITILv4 FoundationPeopleCert2020