Ralf Habeck

Management of Department IT Service Management - Define and implement the ITSM strategy and the ITSM design - Accountability and management of all ITSM Processes in Group Baloise - Management of all Process-Owners - Accountability for Process-and Service-Governance - Accountable for operating model within SIAM (Service Integration and Management) - Accountable for Service- and Process-Design in Multiprovider Environment

- Member of the Mgmnt. Team of DSM Business Services - Drive the efficiency of the ITIL process and implement improvements. - Cooperation with suppliers + contractors - Change Manager Europe for about 10.000 users - Multiannual member of the Global Change Advisory Board CAB, review, consideration + review/decision of risks & impact analysis. - Leadership in conflicts (Emergency Task Force). - Problem Manager Europe - Very experienced in the identification and implementation of improvement measures

IT Project Manager for several Projects - Selected projects: - Global standardization of the workplace, network and security (external partners, reduction in costs, "out of the box"). - Optical archiving and electronically invoicing, € 1 Mio.

- Internal and external contract management and cost control with service providers. - Design of services and processes in SAP Hosting. - Discuss services with service provider (breach of regulations, penalties) - Reporting, quality assurance

- Lead of the server-support-group (6 FTEs) and responsibility of all current systems (130 servers with 2.200 workstations) - Lead of several projects (monitoring, backup, service-levels) - Setup Regional Service Provider department including ITIL-implementation: Incident- Problem- and Service-Management, as well as Change-, Configuration- and Release-Management - Responsible for the Europe-wide server consolidation with extremely successful savings. - Change manager in global CCB

- Lead of the operation for all running systems (600 Workstations) with steering of Onsite-Support through technicians - Development of Inter- and Intranet-Solutions (project with lead of 25 FTEs) - Lead of the development of user-specific applications (mostly MS-Access-Databases) - Responsible for cost-control, budgeting and quality management

- System-management and build-up the local IT from 3 (1992) to 600 (2002) workstations (1 to 25 servers) - 1st, 2nd and 3rd level support in a wide variety of functions and applications - Setup helpdesk and customer satisfaction programs - Build-up service level agreements (SLAs)