Markus Aalto

Experience

• 

  Nokia

  Jan 2003 - Mar 2005

  IT Specialist, User Account Mgmt

  Team leader for user account and access management team. Account and access management for active directory, lotus notes, unix, remedy, SAP, Informatica, Linux. Acting also as train-the-trainee, receiving subject matter training from Nokia services and again training it forward to a specific organization within Nokia.

• 

  IBM

  Apr 2005 - Mar 2008

  Service delivery management for Finnair service account. Accountable for the service management within five customer solution units, including the customer internal IT department and the heads of IT. Business units including airplane mechanic repairs, ground handling, catering, travel services and airport management.Leading and consulting two service managers working for the same customer. Managing the customer solution units offered IT in regards to service operations, service level management, and invoicing, subcontracting and new offerings.Overall having a role that held inside aspects of large team leading, financial management and all aspects of service support roles. Show less Problem manager and leader to a global virtual team of approximately ten IT specialists. Offering problem management services for selected Nokia IT services.Root cause analyzing, troubleshooting and giving guidance on how to improve services in order to reduce customer contacts and improve servile levels. Investigations against the global incident data in order to find root causes and provide aid to incident types which are a cause to failing service level targets.Managed a team of 5 experts, onsite and virtual. Show less

  • Lead Service Delivery Manager

    Aug 2006 - Mar 2008

  • Manager, Problem and Change Mgmt

    Dec 2005 - Aug 2006

  • Team Leader, User Account Management

    Apr 2005 - Dec 2005
• 

  Nice-business Solutions Finland Oy

  Apr 2008 - Apr 2011

  As the Service Manager for the Nokia Ovi Books eReader service, my initial task was to evaluate the service's status during its development phase. From this evaluation, I outlined the necessary organizational structure for managing the service effectively.I developed and documented the service management processes, ensuring they were integrated from the design phase through to transition. This approach aimed to guarantee a user experience that met expectations and a service that could be efficiently managed post-launch. I was responsible for establishing and updating the service level agreements (SLAs), along with implementing security measures through key performance indicators (KPIs), documentation, and tools. Additionally, I managed data privacy concerns, including data collection practices and user communication regarding privacy issues.Engaging closely with the development team, I participated in daily scrums to identify critical service metrics, potential failure points, and advised on creating a resilient service to ensure business continuity. My role encompassed end-to-end responsibility, overseeing the service's smooth operation and addressing any challenges that arose during its lifecycle. Show less Operations manager for several NSN global services within the supply chain area. Coordinating use phase operations and ensuring quality of support and production environment.Capacity planning and Implementing service delivery processes. Participating in service creation projects and delivery preparations tasks as subject matter expert.Creation and maintenance of service level agreement. Responsible for the creation and maintenance of service delivery documents including support Model, installation and setup guide, system guide, maintenance and operations Guide Creating a disaster and recovery plan. Producing service status reporting and service improvement plans. Show less

  • Service Manager / Service Consultant

    Jun 2010 - Apr 2011

  • Operations Manager / Consult

    Apr 2008 - Jun 2010

  • Sales Consultant

    Apr 2008 - Jun 2010
• 

  Nokia

  Apr 2011 - Apr 2014

  Service Manager

  I managed a global service program within Nokia Supply Chain solution, Care Repair Logistics. Ensuring a best fit repair logistics service to enable Care Repair Operations provide fast turn around times for Nokia Care consumers.

• 

  Microsoft

  Apr 2014 - Nov 2015

  Senior IT Service Manager

  As a Senior Service Manager for the Microsoft Supply Chain platform, I was in charge of a global after-sales service. This service included managing service orders, handling both front-end and back-end logistics, providing track and trace capabilities, and managing inventory for the return and repair process within Microsoft's supply chain.I played a key role in the global rollout of this service to 74 countries, where I standardized service management practices and established the necessary support framework. Part of my responsibilities involved identifying new business requirements and translating them into IT development tasks to enhance the service.I held complete responsibility for this business capability, including its roadmap, managing business needs, and overseeing cost development. I was also the primary contact for service delivery, owned the entire lifecycle of the service, and managed relationships with selected service suppliers and consultants involved in the deployment projects. Show less

• 

  Sofigate

  Dec 2015 - Nov 2017

  I was doing consultative sales, assisting in nurturing new customers cases, consulting in operating model changes and ITSM tool implementations.I worked with IT leadership teams and solution unit heads in reviewing their IT strategies, renewing IT organization models and governing processes.

  • Senior Advisor

    Sept 2016 - Nov 2017

  • Advisor

    Dec 2015 - Sept 2016
• 

  KONE

  Nov 2017 - Apr 2022

  I lead a team at KONE that provides several key services:End User Support: This includes a global help desk, service integration, and major incident handling.Service Management: We have a global service management team and manage related processes.Monitoring and Operations: Our center offers comprehensive monitoring of KONE's software and solutions.Testing: We conduct tests either within specific service teams or have dedicated testers.Our Service Desk supports all of KONE, reaching about 30,000 users. Service management, testing, and monitoring services are specifically for KONE's Enterprise IT, which includes various IT units and three main IT platforms.Our team operated using a mix of traditional (waterfall) and modern (Agile) methods, depending on the project. Our goal is to increasingly adopt Agile methods and, eventually, the Scaled Agile Framework (SAFe).Managed a unit of 100+ experts embedded into 5 practice specific teams.For our work, we used various technologies:Testing: Azure DevOps, Testrail, Blazemeter, Robot FrameworkService Management: Remedyforce, SalesforceMonitoring: Splunk, New Relic, ZabbixService Desk: Remedyforce, Virtual Agents, Real-Time Language Translations Show less I spend the first few years in building a competence center in Finland and India, focusing later on steering our operations towards Agile and DevOps methodologies. We provided comprehensive service management, advanced second level application support, and testing services from these locations. Our team managed service operations and testing for about 20 key IT solutions that supported KONE's customer and sales processes. This included critical solutions for online customer interaction, customer relationship management (CRM), sales processes, and customer insights and analytics. We operated under a hybrid model that combined ITIL, Agile, and DevOps principles, utilizing tools and practices suited to each. Most of our development was Agile-based (using Scrum or Kanban), and we were increasingly integrating DevOps practices to enhance our operations and support models. A significant focus was put on testing automation, which was crucial item for the rapid and reliable delivery of our solutions.Managing a unit of 30 experts embedded into 2 practice specific teams.Our technology stack included• DevOps: Github, Jenkins, Circle CI, New Relic, SolarWinds, Datadog, Rapid7• Testing: Testrail, Robot Framework, Selenium• Analytics: Adobe Analytics, Google Analytics, Satmetrix NPX• Service Management: Remedyforce• Cloud Services: AWS, Azure, IBM Show less

  • Head Of Service Management, Enterprise IT

    Jun 2021 - Apr 2022

  • Head of Service Management and Testing, Customer and Sales Solutions

    Nov 2017 - Jun 2021
• 

  Sofigate

  Apr 2022 - now

  Business Unit Director

  I manage Sofigate's service management and integration business. I also plan and develop marketing and sales strategies for Sofigate's service integration and management services for our clients. I oversee customer relations and lead a the business unit.Managing a unit of 60 experts embedded into 4 practice specific teams.