ServiceNow Business Analyst
11.2023 - 03.2025 |Novo Nordisk
IT Service Management (ITSM), ServiceNow, ITOM, CSDM, Change Management, SLA, ITIL, Stakeholder Management, Kanban
● Improve data quality in ServiceNow CMDB (ITOM).
● Optimizing quality for key business domains.
● Create reporting of data quality in CMDB.
● Platform Analytics dashboards in ServiceNow.
● Analysis and reporting on historical data.
ITSM Manager / Process Manager / ITIL Consultant
08.2023 - 11.2023 |Sennheiser Electronics
IT Service Management (ITSM), ServiceNow, Change Management, Knowledge Base, SLA, ITIL 3 & 4, Process Optimization & Implementation
● TOPdesk implementation.
● Decommissioning of existing 12 years old ITIL 3 TOPdesk onpremise instance.
● Implementation of new ITIL 4 TOPdesk cloud instance, without data migration.
● Process and policy documentation.
● Green field implementation using ITIL4 best-practice.
Project: ITSM implementation.
● TOPdesk migration, implementation and project management.
Interim Head of Workplace, Global IT Operations
04.2023 - 08.2023 |NKT Cables Group
IT Service Management (ITSM), Topdesk, SD+, SLA, ITIL 3 & 4, Process Optimization & Implementation
● 5000+ users globally.
● Managing three team leads and Support team of 20+ people.
● ISO 27001 Certification journey.
● IT Procurement strategy, single sourcing.
● Journey to cloud (Azure, O365, VMWare).
● Backup (BaaS) and Disaster recovery strategy.
● Global network refresh & SD-WAN strategy (Cisco).
● ITSM & ITIL optimisation migration from Topdesk (ITIL 3) to SD+ (ITIL 4).
● Business continuity planning.
● Windows 11 roll-out strategy.
● Operational Technology (OT).
● Cyber Security strategy.
● EPM, PIM and IAM strategy.
Project: ITSM implementation.
● TOPdesk to SD+.
Service Delivery Manager
01.2023 - 04.2023 |Tryg Forsikring
ITSM, Project Management, Service Delivery Management (SDM), ITIL 4, Agile Project Management, DMS, Vendor Management, Application Management, ServiceNow
Service Delivery Management / Application Management - DMS.
● Interim Service Delivery / Application Manager in the Document area.
● Close collaboration with Document Solutions project and AM teams.
● NCS ART management, BID DEV and IT OPS across Nordics.
● Commissioning of new applications and services.
● Activities related to an infrastructure/performance review.
● Response time measurements, analyses, with coordination and PL support.
Service Delivery Manager
11.2022 - 01.2023 |Nuuday (TDC Group)
IT Service Management (ITSM), ServiceNow, HPSM, Change Management, Knowledge Base, SLA, ITIL 3 & 4, Process Optimization & Implementation
Service Delivery and Service TransiAon in regards to the split of TDC Group into TDC NET and Nuuday.
● On Nuuday site responsible to process creation and process optimisation.
● Onboarding and commissioning of new applications and services.
● Business requirement understanding.
● Translate the agreed terms in the vendor contracts.
● Alignment of SLA and OLA.
● Assisted in the process regarding ITIL and ITSM.
● Used Jira for project management tasks.
Head of IT Operations & Support
04.2022 - 10.2022 |Semco Maritime
IT Service Management (ITSM), Topdesk, Change Management, Knowledge Base, SLA, ITIL 3 & 4, Process Optimization & Implementation
● Global IT OperaAons and Support of 1800+ users at 13 locations.
● IT Operations and Support team of 25 people.
● ISO 27001 Certification journey.
● IT Procurement strategy, single sourcing.
● Journey to cloud (Azure, O365, VMWare).
● Backup (BaaS) and Disaster recovery strategy.
● Global network refresh & SD-WAN strategy (Cisco).
● ITSM & ITIL optimisation using Topdesk.
● Change Management.
● Business continuity planning.
● Sokware license consolidation and optimisation.
● Operational Technology (OT).
● Cyber Security strategy.
● EPM strategy.
ITIL Consultant
12.2021 - 12.2021 |P27 Nordic Payments
IT Service Management (ITSM), ServiceNow, Change Management, Knowledge Base, SLA, ITIL 3 & 4, Process Optimization & Implementation
● Creating ITIL and ITSM Manual for all aspects of ITIL 4, including handling and dealing with 3rd party vendors who interfaces.
Change Manager
05.2021 - 11.2021 |Lundbeck
IT Service Management (ITSM), Cherwell, Change Management, Knowledge Base, SLA, ITIL 3 & 4, Process Optimization & Implementation
Cherwell Service Management (ITSM).
● Pharma GxP and non-GxP IT changes.
Outsourcing of Change Management from HQ to Poland.
● Handover from current Change Managers and preparation for handover to outsourcing partner in Poland.
● Description and update of processes and work instructions to ensure successful handover.
Interim IT Service Manager & Team Lead
03.2021 - 05.2021 |The Danish National Bank (Nationalbanken)
IT Service Management (ITSM), ServiceNow, Change Management, Knowledge Base, SLA, ITIL 3 & 4, Process Optimization & Implementation
IT Service Manager and team lead for the local onsite service desk team in Copenhagen, supporting 450+ users.
The consultants’ primary responsibilities were:
● Day to day incident management, using ServiceNow.
● Daily follow up on backlog, new incidents and SLA commitments.
● Focal point for the outsourcing partners.
Interim IT Service Desk Manager / IT Project Manager
2020 - 2021 |PwC
IT Service Management (ITSM), ServiceNow, Incident Management, Kanban, Scrum, SLA, ITIL 3 & 4, Process Optimization & Implementation
Key project:
● Implementation and business adoption of ServiceNow.
● Migration from IBM Lotus Notes.
● Workplace (IT) services and support of 2700+ users, counting 13+ office locations.
IT Service Manager / IT Project Manager
2018 - 2020 |NDA
ServiceNow, IT Service Management (ITSM), Incident Management, ITIL 3 + 4, 1st Level Support, 2nd Level Support, 3rd Level Support, SLA, Scrum, Change Management, Customer Service Management, Process Optimization, Identity Access Management (IAM) & Service Delivery Management (SDM)
Key achievements:
● Integration and change management project from Maersk Oil to Total.
● Migration campaign of data and applications.
● Upgrade campaign from Maersk Oil computers to Total computers (Win 7).
● Windows 10 replace roll-out project Win 7 -> Win 10 1809.
● Upgrade of video conference and audio solutions, including integration to Teams Live Event, at both locations in Denmark.
● Workplace (IT) services and support of 500+ users locally and remote, including data center operations and procurement services.
● Managing a team of 14 in Total Country Services (TCS IT) servicing the branches of Total in Denmark, from the regional HQ of Total in Copenhagen, Denmark, which covers operations in Scandinavia including offshore North Sea (UK, Netherlands, Denmark and Norway) and Russia.
Teamlead / Incident and Project Manager
2013 - 2018 |A.P. Møller – Mærsk
Incident Management, IT Service Management (ITSM), ServiceNow, ITIL, ConfiguraAon Management Database (CMDB), SLA, Kanban, Scrum, Change Management, Implementation & Process Optimization
Key achievements:
● HQ relocation project in Copenhagen, affecting 700+ people including change management.
● Complete infrastructure move including installaAon of new office infrastructure and collaboration soluAons at the new HQ location.
● Successful setup of remote locations as extended HQ sites, in Qatar (on-site), and new territories e.g. Iran, Irak (on-site) and Kenya.
● Complete upgrade of our training and conference facilities at extended site in Copenhagen.
● Completed global standardisaAon and implementation of all meeting rooms, including collaboration guides.
● Completed global standardisation and implementation of Emergency Response Rooms (ERR).
● Day to day operaAons of the global HQ in Copenhagen, Denmark - including various locaAons in the Copenhagen area.
● Remote operaAons and on-call support of locaAons covering Qatar, Iraq (Kurdistan), Iran, Algeria, Angola and Kenya.
● Team lead of IT proximity team of Total E&P Copenhagen branch.
