Christoph Kaindl

Role Summary - Provide strategic and operational leadership for enterprise IT operations, ensuring stable, secure, and efficient technology services that support business objectives - Act as a bridge between IT strategy, day‑to‑day operations, and senior business stakeholders Key Responsibilities - Lead and oversee IT operations including end‑user computing, infrastructure, cloud services, networks, and core Platforms - Own incident, problem, and change management processes; drive rapid resolution of high‑impact incidents and root‑cause analysis - Establish, monitor, and report on service level agreements (SLAs), operational KPIs, and operational risk metrics - Manage IT operations budgets, forecast costs, and optimize spend through vendor management and cost‑efficiency initiatives - Lead and mentor IT operations technical teams; foster a culture of accountability, collaboration, and continuous learning - Partner with cybersecurity, enterprise architecture, application, and business teams to ensure secure and resilient service delivery - Oversee vendor and managed service provider relationships, including performance management - Drive automation, standardization, and operational maturity (ITIL) - Ensure compliance with internal policies, audit requirements, and relevant regulatory standards - Support major IT programs and transformations (e.g. Network and Infrastructure modernization) Leadership & Collaboration - Act as a trusted advisor to senior leaders on operational risk, resilience, and technology enablement - Communicate complex operational topics clearly to both technical and non‑technical stakeholders - Influence cross‑functional teams to resolve systemic issues and improve end‑to‑end service delivery

- Responsible for global ITSM processes and the implementation in ServiceNow - ITIL process Consultation & implementation - Drive the design, development, and maintenance of processes and related procedures within the ITSM Lifecycle. - Partner with technology teams to define, integrate and improve overall IT Service Management including incident, problem, change, request, and Service Level Management - Change Management & CAB - Communicate, liaise & lead change management to facilitate the implementation of new or improved IT Services - ServiceNow Business Analyst - Lead and facilitate requirements gathering and refinement meetings with business and technical stakeholders. - Document user stories and acceptance criteria in a concise and development-ready manner - Reporting & KPI Management

- Accountable for the outsourced Service Desk provider in Germany, Austria, Switzerland, Nordics, Poland - Lead, manage and mentor direct reports (15+) to optimal levels of performance - Accountable for the operational execution of all ITIL processes associated with the Service Desk - Responsible for ensuring the resolution of proper handling of all incidents and request fulfilment for the service - Help lead the strategical development for a Global Service Desk, working with the Regional and Global service delivery teams and customer facing IT to agree the optimal roadmap - Monitor and manage the service delivery metrics (SLAs) and the development and execution of strategic plans necessary to meet the stated SLAs for Service Desk - Responsible for all Service spend, driving the financial performance of the service and delivering value for the business - Responsible for IT Equipment Lifecycle in accountable regional area - Responsible for local license Management

- Accountable for the overall IT Service Quality for commercial business - Responsible for Service Level Management - Responsible for local IT provider and the budget - Service / Product Owner of financial and commercial applications - Responsible for the service delivery of global teams - Responsible for IT continuity management and disaster recovery procedures - Responsible for Service Reporting - Responsible for local Service Portfolio - Responsible for Service Transition and Improvement