IBRAHIM HAKKI OZEL

Head of Service Management with overall responsibility for IT Service Management (ITSM) in Tipico Group companies. Key Achievements in Current Role: - Established and Lead IT Service Management Function: - ITIL Process Ownership - KPI & SLA Governance - ServiceNow Implementation & Administration - Executive Reporting - Vendor & Contract Management

- Led migration projects for DACH region customers, ensuring smooth transitions and minimal service disruption to IBM’s ITSM platform. - Served as a member of the EU Design Authority Board (DAB), reviewing and approving technical solutions and new feature implementations to ensure alignment with global standards and best practices. - Provided Level-3 support for complex ITSM issues, delivering root cause analysis and permanent solutions.

I was brought on board to lead the strategic transformation of the company from an IBM Hardware Business Partner to an IBM Software Business Partner. My role encompassed a blend of business development, technical leadership, and project delivery, with a strong focus on Service Management, IT Asset Management, and Security Information and Event Management (SIEM) solutions. I played a key role in pre-sales engagements and proof-of-concept activities, working closely with IBM and Avnet.

As the founder of a technology consultancy established in 2011, I led the end-to-end development and growth of the company, securing strategic partnerships with major industry players including IBM, Oracle, and the largest GSM operator in Turkey. My core focus was on delivering IT Service Management (ITSM) consultancy and IBM Maximo (Service Management tool) development services.

As a Senior Consultant, I led and delivered a wide range of IT Service Management (ITSM), IT Asset Management, and CMDB projects for enterprise clients across various industries. I was responsible for managing projects from the customer side, ensuring end-to-end delivery and client satisfaction. My role involved working closely with IBM pre-sales teams, participating in solution design, proof-of-concept (PoC) activities, and providing comprehensive post-sales support.

I was hired to establish and lead a Service Management team from the ground up, including both technical consultants and sales professionals. My mission was to build a strong capability in IT Service Management (ITSM) and drive strategic partnerships with key software vendors. Under my leadership, the company successfully became a Software Business Partner with major industry vendors including IBM, HP, CA Technologies, and BMC Software.

- Led IT Service Management (ITSM) projects for both new and existing enterprise customers, delivering tailored solutions aligned with ITIL best practices. - Collaborated closely with HP Turkey on pre-sales engagements, including proof of concept (PoC) activities, solution design, and customer presentations. - Successfully led and implemented a Service Desk consolidation project for Turkey's largest GSM operator, streamlining operations across multiple business units and improving service efficiency.

- Provided technical support for over 400+ VoIP and data center customers, ensuring high availability and performance of critical services. - Assigned to the IT Service Management (ITSM) implementation project, where I gained hands-on experience with the ITIL v2 framework. - Successfully implemented Request Fulfillment and Incident Management processes in collaboration with ITIL consultants.

Assigned to Etimesgut military base in Ankara with the rank of corporal. Built Internet infrastructure for the military cadet school and dormitories. Supported base's existing network infrastructure, Intranet, server room, end-user PCs and IT assets. Contributed to the fiberoptic network cabling and cabinet renewal projects.