About me

„My business background combined with the technical education allows me to work successfully as an interface between business and IT.
I'm passionate about helping the business to be successful using information technology.

I'm always most successful by using professional requirements engineering combined with portfolio- and project management.

Over the years I was fortunate to gain a lot of leadership experience both nationally and internationally by building high performing teams and develop individuals.
It is always impressive to see how one can make big steps forward even in difficult situations and intercultural environments by positive and acknowledging communication. “

I'm looking forward to discuss how I may help you.

Jan Hinrich Tietjens

My offer


Work experience


Management

  • 21 years in international management managing team leads and geographically dispersed technical teams through matrix organizations
  • 25 years as certified multi project manager (ERP, CRM, infrastructure) across multiple industries
  • 5 years enterprise service and escalation management with a track record of achieving SLAs and high Client satisfaction
  • Evolve services organizations towards increased efficiency, client and staff satisfaction
  • Active participation in contract negotiations and continuously innovating in developing new services
  • Strong analytical, organizational, presentation and leadership skills

Information technology

  • 32 years of experience in developing IT strategies with comprehensive technical know-how
    (Cloud Computing: SaaS, PaaS, and IaaS, SAP operations, high availability solutions, Client Management, data analytics, system integration, networks, storage, software development, virtualization, databases)
  • Interface between business and IT as internal consultant
  • Broad exposure to various software solutions: ERP, CRM, logistic systems, manufacturing management, contact center
  • ITIL and project management certified

Résumé


since 17/12          Project Manager

dmo – digital mobilities consultants, Hamburg

Type of business: Consulting

  • Projectmanagement specializing in mobility solutions, digitization, mobility as a service, ride-pooling concept, smart cities.
  • Working on a digitalisation strategy for a public transport company
  • Development of NOx Emission Reduction Strategies for German cities
  • Creation of a collaboration platform for public transport companies based on Microsoft Sharepoint online

 

16/11 – 17/08          Global Head of Infrastructure

Rohde & Schwarz, Munich

Type of business: Electronics

  • Global responsibility for SAP and datacenter operations, networks, telecom, endpoints and service desk.
  • Managing an organisation of 84 IT specialists and 57 indirect reports
  • Introduction of global incident- and problemmanagement processes
  • Project Manager migration MS Exchange, Skype
  • Building a global service organisation
  • Simplifying/ standardising IT services

 

13/09 – 15/12          Global Senior Enterprise Service Delivery Manager

NetApp, Munich

Type of business: Information technology

  • Service management
    - responsibility for the overall service delivery for one of the biggest service providers focusing on their cloud environment
  • Managing a global dedicated organization of 15 reports consisting of support account managers, resident engineers & escalation engineers with members from 5 countries providing 24/7 support & consulting
  • Service sales
    - successfully drove the renewal of the support offerings
    - continuously innovate in developing new services based on customer requirements
    - owning the service part in customer negotiations with the account team
    - P&L responsibility
  • Predictive support
    - ensuring high availability by using data mining techniques to identify risks and mitigate them
    - achieved 100% uptime for more than 6 months
  • Customer listening
    - run customer workshop identifying improvement projects
    - completed 8 projects driving change within the organization leading to high customer satisfaction

 

10/09 – 13/09          Manager Resident Engineers

NetApp, Munich

Type of business: Information technology

  • Service management
    - managing a global organization of 9 resident engineers with members from 5 countries providing 24/7 support & consulting    
    - escalation management for the customer support organization
    - ensuring 24/7 99.999% availability of the cloud storage
  • Consulting on improving the global customer support organization
    - restructuring of the support master data management process
    - implemented problem management
    - rolled out a customized education/coaching concept using an LMS
    - streamlined the change process
  • Technical projects
    - developed a tool to collect various data sources for holistic risk management
    - customized monitoring integrated into customer ticketing system

 

06/09 – 10/02          IT Operations Manager Europe

Bio-Rad Laboratories, Munich

Type of business: Biotechnology

  • Responsibility for the IT-infrastructure of 1000 employees in 18 countries
  • Management of an international team of 10 support analysts, team leads and several consultants
    - integration of three formerly independent organizations
    - introduction of ITIL service processes
    - changes in personnel and management structure
  • Infrastructure integration of acquisitions
  • Consolidation of European infrastructure
    - cost reduction through standardization, virtualization and usage of terminal servers
  • Member of Global IT Strategy Council
10/01 – 09/06          Central European IT Manager

Bio-Rad Laboratories, Munich

Type of business: Biotechnology

  • Management of a team of 4 support analysts/project managers
  • Conceptual Design of eBusiness applications (B2B and B2C)
  • Project manager Salesforce.com implementation
  • Project manager ERP and Manufacturing Management Software implementation
  • Responsibility for the IT-Infrastructure of 200 employees in Germany, Austria and Switzerland
  • Redesign of the IT infrastructure
97/10 - 01/09          Project Manager,

Verlag Moderne Industrie, Intermedia Services GmbH, Landsberg

Type of business: Publishing

  • Implementation of an ERP system for a publishing service company
  • IT project manager „new logistics center“
    - redesign of all logistic processes
    - system integration
    - managing of the migration
  • Buildup of the system administration and data analytics group
  • Project manager data center outsourcing & output management
96/11 – 97/09        Manager of the Hamburg branch

Simac GmbH and SSC GmbH, Hannover

Type of business: Information technology

  • Sales of system integration concepts
  • Buildup of the Hamburg branch
  • High availability concepts, project management
94/01 – 96/10        Business Analyst

Otto Versand, Hamburg

Type of business: Financial services

  • Business process reengineering of the whole company
  • Design of custom ERP System for a subsidiary company
  • Development of interfaces and reports

Projects


12/2017 - 06/2018    Creation of a collaboration platform for public transport companies
Role: Project Manager
Customer: dmo - digital mobilities consultants
Tasks:
  • 1. Creation of an intranet site for collaboration of public transport companies
  • 2. Storing documents with customized search
  • 3. Classification of content based on custom taxiometry
  • 4. Possibility to create surveys and store newsletters

Achievements:

  • site up when contracts were signed
  • content available from day 1
Products used: Office365, Sharepoint online
11/2016 - 08/2017    Migration from Lotus Notes to Exchange
Role: Project Manager
Customer: Rohde & Schwarz GmbH & Co. KG
Tasks:
  • 1. Restart of a very delayed project
  • 2. Restructuring of the project team and creation of project documents
  • 3. Coaching of project stream leads

Achievements:

  • project back on track
Products used: IBM Notes, Microsoft Exchange, Skype for Business
11/2016 - 06/2017    Introduction of global Incident- and Problemmanagementprocesses
Role: Project Manager
Customer: Rohde & Schwarz GmbH & Co. KG
Tasks:
  • Creation and establishment of global (Major-) incident and problem management processes

Achievements:

  • (Major-) Incidents are professionally managed
  • Problems are resolved timely
  • Foundation for 24/7 operation established
Products used: ITIL V3
03/2014 - 03/2015    Integration of monitoring into the ticketing system
Role: Project Manager
Customer: T-Systems
Tasks:
  • Creation of individual monitoring events
  • Filtering of irrelevant, redundant, and known problems
  • Classification, processing, and forwarding to Tivoli
  • Automatic generation of incident tickets

Achievements:

  • Prompt creation of critical incident tickets with correct priority
  • Superfluous incident tickets are discarded
  • Productivity improvement of operation teams 
Products used: Tivoli Netcool, HP Service Manager, NetApp administration, OnCommand Unified Manager
02/2013 - 10/2013    Implementation of problem management

Role:

Project Manager

Customer:

T-Systems

Location:

Košice, Slovakia; Kuala Lumpur, Malaysia

Tasks:

  1. Programming of data warehouse for monitoring events
  2. Process definition and coaching of the team
  3. Facilitation of weekly problem management calls
  4. Creation of management dashboards

Achievements:

  • Reduction of incident tickets by 60%
  • Improvement in the productivity of the operation teams 
04/2012 - 10/2012    Support master data management

Role:

Project Manager

Customer:

NetApp

Tasks:

  1. Programming data warehouse for customer support information (configuration, contact, location)
  2. Automatic reporting of data changes
  3. Process definition and coaching for the support account manager

Data cleansing and coordination with customers

Results:
Correction of master data facilitates
• Smooth technical support 
• Follow-up sales of support contracts

Experience:

SAP CRM, Oracle applications

Products used:

Microsoft Access, Microsoft SharePoint

01/2011 - 12/2011    Risk-based Change Management

Role:

Project Manager

Customer:

T-Systems

Tasks:

  • Data extraction of configuration information from Hadoop 

Comparison with

- Known-Error Database
- Target Configuration
- Target release level 

  • Automatic risk profiling of all installed systems 
  • Use of extracted information as basis for change management 

Preparation of management dashboards 

Result: 
• Compliance with recommended software release from 30 to 90% 
• Availability went from 99.9 to 99.9999 %

Experience:

ITIL V3, Changemanagement, Big Data Analytics, Netapp Administration

Products used:

Perl, Hadoop

03/2011 - 10/2011    Integrated education concept for operations teams

Role:

Project Manager

Customer:

T-Systems

Site:

Slovakia; Malaysia; Mexico; Brazil

Tasks:

  1. Introduction of a Learning Management System (LMS)
  2. Determining competence levels for the global operations teams via online performance tests 
  3. Definition of target competence levels 
  4. Creation of individual development plans with performance review in LMS 
  5. Preparation of management dashboards 

Results: 
• Target skill level increase from 30% to 85% over 2 years

10/2008 - 08/2009    Due Diligence and Integration

Role:

Project Manager

Customer:

Bio-Rad Laboratories GmbH

Tasks:

  1. IT evaluation of a medical technology company during preparation for a merger
  2. After the merger, completion of due diligence and planning of the IT integration 
  3. Infrastructure integration  
05/2008 - 10/2008    Implementation of Project Portfolio Management

Role:

Project member

Customer:

Bio-Rad Laboratories GmbH

Tasks:

  1. Introduction of a Project Portfolio Management Tool
  2. Preparation and evaluation of business case
  3. Resource planning
01/2007 - 06/2007    Consolidation of a European support organization

Role:

Project Manager

Customer:

Bio-Rad Laboratories

Tasks:

  1. Merging 3 formerly independent international support organizations
  2. Introduction of harmonized processes based on the ITIL standard 

Results:

  • Within 6 months the team worked with new processes
04/2005 - 12/2005    Salesforce.com CRM implementation

Role:

Project Manager

Customer:

Bio-Rad Laboratories

Tasks:

  • 100 users
  • Requirements Analysis 
  • Customization 
  • Training
  • Data Migration 

Results:
• Go live at planned date

10/2003 - 10/2004    Consolidation of IT infrastructure

Role:

Project Manager

Customer:

Bio-Rad Laboratories

Tasks:

  1. Consolidation from 4 to data centers to 1 Location
  2. Introduction ZENworks Configuration Management for 500 workstations 
  3. Migration of Novell Netware to Windows AD 
  4. Server virtualization with VMware Desktop Virtualization, Citrix, Redundant Cisco network infrastructure with firewall 

Results: 
• Cost reduction and increased availability

Products used:

ZENworks Configuration Management, Active Directory, Citrix, VMware ESX, Novell NetWare, Cisco, SCCM, Citrix Presentation Server, Windows Administration

10/2001 - 03/2003    Baan ERP implementation (INFOR LN)

Role:

Overall project management

Customer:

Bio-Rad Laboratories

Tasks:

  • Overall project management 
  • Coordination of external advisors 
  • 150 users, 3 countries 
  • Financial management with multi country balance sheet consolidation
  • Production Planning 
  • Purchasing 
  • Quality Management 

Results:
• Go live at planned date

10/1999 - 10/2001    Introducing new logistics center

Role:

Project Manager

Customer:

SV Hüthig Fachinformationen GmbH

Tasks:

  • IT Project management
  • Coordination of consultants 
  • Integration of sales and logistics applications 
  • Planning and implementation of software testing 
  • Development of migration programs 
  • Coordination of migration
04/1999 - 07/1999    Outsourcing of application operations

Role:

Project Manager

Customer:

SV Hüthig Fachinformationen GmbH

Tasks:

  • Development of comprehensive application monitoring
  • Adjustment of operating procedures 
  • Training of operations teams 
10/1998 - 04/1999    Buildup of the Business Intelligence Team
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Role:

Project Manager

Customer:

SV Hüthig Fachinformationen GmbH

Tasks:

  • Provisioning of data for external customers
  • Creation of database structures 
  • Definition of development processes 
  • Template development
  • Database tuning 
  • Data extraction procedures 
  • Requirements Analysis
04/1998 - 10/1998    Buildup of application operation

Role:

Project Manager

Customer:

SV Hüthig Fachinformationen GmbH

Tasks:

  • Definition of operating procedures
  • Backup & Restore operation
  • Establishment of monitoring 
  • Implementation of output management for mass printing 
  • Client server operation
01/1994 - 09/1996    Redesign of a custom software platform for a debt collection company

Role:

Business Analyst

Customer:

Otto Versand GmbH & Co

Tasks:

  • Requirements engineering 
  • Programming of interfaces and reports 
  • Development of IT concepts for the accounting system of trustee claims 
  • Coordination of business, external consultants and system administration 
  • Definition and implementation of interfaces to Payroll, Client Billing and Debt Collection Processing

Selected courses


  • ITIL V3 Foundation
  • Project management IPMA D
  • Improving communication with MBTI
  • Selecting talent
  • Intercultural Competence
  • Exercising Influence
  • Effective Communication Skills
  • Support Professional Soft Skills
  • InsideOut Coaching
  • Prevent talent loss

Recommendations


  • Jan Hinrich comes across not merely as a Service Provider, but a great Business Partner - such is the extent of his professionalism as well as commitment to quality in our area of collaboration to deliver dynamic computing/cloud solutions and services to our global accounts. Not only does Jan Hinrich display his expertise in Storage technologies, but also his vast and solid experience in terms of personnel management during major service interuptions, business development strategies as well as customer service excellence has proven to continuously contribute to our business volumes growth and staff development.
    Gary Ong;   Head of Dynamic Services Operations & Business Integration
    T-Systems
  • I was working with Jan for several years where he was delivering services for my operations team. During that time he together with his team was not only able to provide exceptional service levels which allowed us to minimize any disruptions but also to define new services based on our requirements. By educating our operations team and improving the processes we were able to increase our efficiency and evolve the organization. Jan's creative thinking, expertise, positive can-do attitude and drive as a professional made him a pleasure to work with.
    Mario Werner;   Global Head of Dynamic Cloud Operations
    T-Systems International GmbH
 

Contact Jan Hinrich Tietjens