The interim manager was hired to optimize the user support of an international machine tool company with around 220 employees in Germany. The commercial manager of the sales and service division had been complaining for a long time about excessive workloads and a lack of efficiency in IT user support. The interim manager was given the task of establishing clear service processes. He was also tasked with examining and, if necessary, implementing options for external service provision.
Documenting the current processes in IT service management
The interim manager took over the restructuring of IT services as program manager. After an initial inventory, it quickly became clear that the desired process fidelity could only be achieved through a comprehensive professionalization of the IT services. As a result, the interim manager first described the necessary services in consultation with the commercial management. On this basis, he then drew up a multi-stage specification sheet.
Quick identification of providers for IT services - specification sheet drawn up
The interim manager has broad market knowledge in the field of IT services. He was therefore able to quickly identify several service providers that seemed suitable. To ensure transparency in the selection process, he developed an evaluation matrix. He also attached particular importance to the "cultural fit" of the client and service provider. The partners had to be a good match from the outset. It was also important for the service provider to be able to scale its offering flexibly.
After selecting a suitable candidate in consultation with the management, the interim manager took a leading role in negotiations, which he was able to conclude successfully in a short space of time.
Transition plan and test series before handover to the IT service provider
The interim manager then worked with the partner to draw up a transition plan for the handover and the preliminary work to be carried out on both sides. He identified a suitable pilot group of users for the test operation of the transferred services. He also monitored the results of the test operation together with the service provider.
After a successful pilot phase, the first part of the IT user support was handed over to the service provider. A review of user satisfaction after a short period of regular operation yielded a positive result. The client then had the outsourcing of further services reviewed and initiated steps for handover to the service provider.
