Service delivery & ITSM
ITIL-based service ownership, SLAs and KPIs, service reviews, escalation management, and transition into steady-state operations.
Professional profile
Enterprise IT delivery and applied research.
I have spent fifteen years in enterprise IT: presales architecture and delivery ownership for managed-service accounts across Germany, Austria and Switzerland. Alongside that I publish computer-science research and build the systems it comes out of.
Open to service delivery, technical project management, and systems/security engineering roles
LocationThuringia, Germany
Working modelRemote · CET/CEST
LanguagesGerman (native) · English (C2)
Time in IT15+ years
€40M+Deal volume wonEnterprise solutions as Lead Deal Architect
+15%Profit increaseOn a managed-service account portfolio
16Specialists ledField service across DE, AT, CH
12Publications4 journal articles · 8 preprints
3.96GPA / 4.0B.Sc. Computer Science, in progress
6×President’s ListUniversity of the People
Figures are drawn from delivery roles at Getronics and NSC Global and from the public academic record.
01 · Positioning
Two kinds of work
How the delivery work and the research fit together.
Delivery and account ownership
I have run enterprise services end to end. That meant SLAs and escalations for a global investment bank, two international telecoms carriers and a large IT services provider. On the presales side I built solution designs and bids for a global car maker, a multinational chemicals group, a German insurer and a European bank, plus infrastructure projects for a European retail group and a global insurance broker.
That kind of work gets judged on profitability, billing volume, escalation rates and transition quality, not on how interesting the architecture is. It is where I learned to explain a technical position to the people who sign the contract.
Research and engineering
I also publish peer-reviewed work on cyber risk, systems security and database systems, and I build the systems behind it: a database engine, an XDR platform, an evidence engine for edge telemetry, and a set of shipped iOS and macOS apps.
Writing papers has made me stricter about saying what a result actually shows and what it does not.
- 01Understand the problem first
Work out which parts are requirements and which are assumptions, before quoting a solution or a price.
- 02Design for how it will be run
The people on the support rota have to be able to operate it, so their constraints belong in the design.
- 03Write decisions down
The next engineer, the customer and the auditor all end up reading it. Sprint notes are not enough.
- 04Finish the handover
A green local build is not a delivery. I check the release that customers actually get.
- 05Say what is not proven
A prototype, a tested result and a proposal are three different things, and I say which one it is.
02 · Core areas
What I work on
The areas where the delivery roles, the engineering and the research actually overlap.
Project & programme work
PRINCE2 and agile delivery, budget and risk control, stakeholder communication, and coordination across vendors and internal teams.
Infrastructure & platforms
Rust, C/C++, databases, storage, protocols, 3rd-level support, DevOps-adjacent release and deployment work.
Security & assurance
Threat detection, network defence, IAM, digital forensics basics, risk analysis, and reproducible technical evidence.
Presales & solution design
Bid architecture, cost and governance models, customer presentations, and translating requirements into a defensible offer.
Research engineering
Literature synthesis, experimental design, academic writing, peer review, and explicit limits on what a prototype proves.
03 · Selected outcomes
Numbers from the job
Each of these was tracked by the business, not compiled for this page.
€40M+Won enterprise solution deals
Lead Deal Architect and presales project manager at Getronics Germany. I wrote the architecture, cost, risk and governance concepts for DAX-listed and international corporate accounts.
+15%Profit on a service portfolio
Account & Service Delivery Manager at NSC Global, alongside +€600K additional monthly billing volume and a £3M monthly revenue account base.
16Specialists in a D-A-CH team
Manager GIS D-A-CH. Resource planning, escalations, process improvement, and a training framework for stable service transitions.
25 / 350Servers and clients, four countries
Sole administrator of the complete IT infrastructure at ALTEC Solartechnik, including 3rd-level support and rollout planning.
04 · Role direction
Roles that fit
Positions that need both commercial ownership and technical depth.
Service delivery managementAccount & service managementTechnical project managementPresales / solution architectureIT operations managementSystems engineeringSecurity engineeringResearch engineeringImplementation management3rd-level support lead
Working languages and model
German is my first language and I work in English at C2. The accounts above ran bilingually across Germany, Austria, Switzerland and the UK. I work remote-first from Thuringia and travel for delivery and transition phases.