Results-driven IT Service Management Specialist with over 10 years of international experience leading enterprise IT operations, identity and access management (IAM), and cloud transformation initiatives. Proven track record of aligning IT strategy with business goals to drive efficiency, compliance, and innovation. Adept at managing large-scale IT service delivery frameworks (ITIL), implementing security best practices, and optimizing IT processes to support global business continuity. Seeking to contribute strategic value as an IT Strategy & Planning Manager or IT Process & Knowledge Manager within a dynamic aviation or enterprise environment in the Gulf region.
Hi, I’m
Salman Hashmi
(Senior) IT Services Manager
Nurenburg (Germany)
Summary
Overview
12
years of professional experience
4
Languages
Work History
BRZ Deutschland(Germany) GmbH
IT Services Management/Senior IT Engineer (IAM)
09.2022 - Current
Job overview
- Led IT strategic planning and improvement initiatives by identifying key priorities and translating them into actionable roadmaps, ensuring alignment across the IT organization through structured cross-functional reviews.
- Designed and deployed effective IT solutions for increased productivity and streamlined operations.
- Developed and implemented strategic governance frameworks and continuous improvement policies, empowering teams to adopt best practices, drive change, and enhance organizational agility and performance.
- Developed comprehensive documentation for IT processes, streamlining knowledge sharing among team members.
- Managed the complete lifecycle of user accounts, including provisioning, securing, and deactivating access in compliance with internal standards.
- Led administration of enterprise and custom applications, ensuring availability, performance, and operational reliability through proactive monitoring and maintenance.
- Developed and executed application lifecycle strategies, including upgrades, patching, and functional enhancements.
- Contributed to enterprise IT projects with a focus on implementing IAM integrations and Role-Based Access Control (RBAC) models.
- Designed and supported RBAC frameworks, ensuring correct directory-level permissions and alignment with user role requirements.
- Collaborated in onboarding and provisioning initiatives, ensuring adherence to standardized processes and security protocols.
- Enforced corporate policies to ensure access is granted on a need-to-know basis, in line with regulatory and organizational compliance standards.
- Supported IAM engineers in troubleshooting issues related to identity tools, workflows, and system integrations.
- Investigated and resolved security and access-related workflow issues independently and in coordination with cross-functional teams.
- Worked closely with application owners, department heads, and business users to understand operational needs and translate them into secure access models.
- Participated in internal audits and risk assessments, implementing recommendations to strengthen IAM governance.
- Monitored and enforced deactivation of dormant accounts per IAM policy, reducing security risk exposure.
- Developed and maintained technical documentation including SOPs, system configurations, and operational workflows.
- Acted as a primary point of contact for application-related issues, change requests, and system improvements.
- Provided M365 support and resource management, including distribution lists, shared calendars, mailboxes, and resource booking systems.
- Supported users in the setup and management of MFA, SSO, EPCS, and mobile device policies (MDM).
- Communicated effectively with stakeholders to manage expectations, provide updates, and gather feedback.
- Evaluated vendor performance, negotiated contracts, and ensured compliance with SLAs and licensing terms.
FISERV (First-Data)
IT System Engineer/IT Service Management & Support
09.2020 - 09.2022
Job overview
- Standardized and documented IT operational processes to ensure clarity, compliance, and alignment with strategic objectives, driving operational efficiency and consistency across the organization.
- Led process improvement initiatives and developed governance frameworks with KPIs to ensure continuous improvement, stakeholder engagement, and adherence to internal standards.
- Resolved support tickets in a timely manner in alignment with ITIL standards, ensuring SLA compliance across multiple service areas.
- Administered vendor and partner relationships, including coordination with Infosys and local departments to ensure smooth application support and service delivery.
- Configured and supported Active Directory (Windows Server 2008 R2), GPO, SQL access, and VPN; managed user profiles, network access, and mobile devices via AirWatch (iOS, Android, Windows).
- Delivered VIP IT support to C-level executives (CEO, CFO, CTO) and department heads, ensuring service excellence and operational continuity.
- Partnered with IT leadership to anticipate workforce demands and ensured team capabilities matched evolving strategic priorities.
- Designed and executed governance models and continuous improvement initiatives that fostered organizational agility and enhanced team performance.
- Performed in-depth analysis of market and technology trends to inform strategic planning and support business value delivery.
- Oversaw performance monitoring systems and reporting processes, promoting transparency, stakeholder collaboration, and accountability across IT functions.
- Managed office network infrastructure including VOIP desk phones (PBX), wireless access points, network printers, and secure firewall/AV configurations.
- Provided remote desktop support for service engineers across Germany; prepared training manuals and onboarded new IT staff on ServiceNow, DSM, AirWatch, and asset management tools.
- Tracked KPIs and metrics to evaluate application service effectiveness and supported continuous improvement initiatives across IT operations.
- Created comprehensive documentation for system configurations, procedures, and best practices to facilitate knowledge sharing among team members.
- Oversaw development and maintenance of organization computer systems and intranet.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
IVECO MAGIRUS (Germany, Austria)
ICT Support Engineer
03.2020 - 09.2020
Job overview
- Facilitated cross-functional reviews and defined actionable IT roadmaps by aligning business priorities with strategic objectives to drive transformation initiatives.
- Collaborated with leadership on forecasting and capacity planning, ensuring workforce capabilities were consistently aligned with long-term IT strategy and performance goals.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Delivered Tier 1/2/3 IT support, resolving network, VPN, and live-site issues, while maintaining high service standards and documenting incidents and resolutions.
- Led hardware/software deployment and infrastructure migration, including Windows 7 to 10 upgrades and SAP/SCCM rollouts.
- Managed vendor performance, negotiated contracts, and ensured SLA and licensing compliance to support operational efficiency.
- Provided technical support across mobile device management, service desk operations, and LAN/voice configuration in multi-site environments.
- Communicated project milestones and service updates with stakeholders, and conducted root cause analyses to prevent recurring issues.
Electrolux Rothenburg (Germany) GmbH
Junior IT Project & Services Manager
03.2018 - 03.2020
Job overview
- Developed strong relationships with key clients, ensuring long-term partnerships and repeat business opportunities.
- Championed the design and refinement of IT operational workflows, embedding governance principles and knowledge-sharing practices to elevate consistency, compliance, and team-wide efficiency.
- Reduced employee turnover by creating a positive work environment with clear communication channels, regular feedback sessions, and opportunities for professional development.
- Championed data-driven decision-making by leveraging advanced analytics tools to generate actionable insights from available performance metrics.
- Established performance benchmarks for the team, motivating employees to exceed expectations consistently.
- Managed cross-functional IT projects and supported PMO setup, overseeing timelines, resources, and risk/change management for national and international clients.
- Delivered technical and user support across Windows (XP/7/10), Office 365, VPN, and Cisco infrastructure, ensuring system stability and SLA compliance.
- Supported proposal generation, pricing reviews, and contract coordination in collaboration with sales teams for complex customer accounts.
- Handled administration of email systems (Office 365, Google), network environments (LAN/WAN), and Unix/Linux platforms, while troubleshooting live site issues.
- Conducted procurement research, vendor assessments, and maintained digital platforms including WordPress websites and IT asset documentation.
Universitat Paderborn
IT Support Student Assistant (SHK)
01.2017 - 04.2017
Job overview
- Enhanced office efficiency by organizing and maintaining files, records, and resources.
- Greeted incoming office visitors, answered questions, and directed individuals to office locations.
- Provided excellent customer service to students and staff at the front desk, addressing inquiries and concerns promptly.
- Supported administrative staff with data entry tasks, ensuring accuracy in record-keeping systems.
- Delivered first-level IT support via Service Desk, resolving user issues across Windows, SAP, and Office environments.
- Performed hardware/software troubleshooting, VPN setup, and printer/antivirus configuration in compliance with SLAs.
- Supported VIP users and field staff, ensuring timely resolution of technical issues and proactive service communication.
- Gained hands-on experience with SCCM, Unix/Linux systems, network diagnostics tools, and web technologies (TCP/IP, VPNs).
Pakistan Telecommunication Company Limited (PTCL)
Technical Sales & Support Engineer
12.2012 - 03.2014
Job overview
- Demonstrated exceptional problem-solving skills in resolving complex technical issues under tight deadlines while maintaining a professional demeanor at all times.
- Optimized workflow processes within the support team, leading to increased productivity and improved response times.
- Managed multiple high-priority projects simultaneously without compromising quality or timeliness of deliverables.
- Assisted in the development of new products, providing valuable insights from a customer support perspective.
- Supported sales teams and customers in quote creation, approval processes, and tracking, ensuring alignment with client requirements.
- Delivered technical demonstrations and solution presentations to clients, clearly addressing business needs and differentiating from competitors.
- Maintained in-depth technical knowledge across products and provided live support for system-related queries and process improvements.
- Handled hardware setup and configuration for servers, routers, and Cisco devices; resolved live-site issues and documented technical activities.
Education
LinkedIn LearningGermany
Certificate from Balanced Scorecard Basics
04.2001
University Overview
LinkedIn LearningGermany
Certificate from COBIT Foundation
04.2001
University Overview
LinkedIn LearningGermany
Certificate from ITIL Foundation Certification(V3): IT Principles
04.2001
University Overview
LinkedIn Learning Germany
Certificate from ITIL 4 Foundation Certificate:ITIL Service
04.2001
University Overview
MicrosoftMunich, Germany
Certificate from Identity And Access Administrator Associate SC-300
04.2001
University Overview
PLURAL SIGHTGermany
Certificate from IT Services Management Foundations
04.2001
University Overview
MICROSOFTMunich, Germany
Certificate from Security, Compliance, And Identity Fundamentals
04.2001
University Overview
MICROSOFTMunich, Germany
Certificate from Microsoft Intune: Managing IOS & Andriod
04.2001
University Overview
PLURAL SIGHTMunich, Germany
Certificate from IT Services Management
04.2001
University Overview
MICROSOFTGermany
Certificate from Microsoft Teams Administrations
04.2001
University Overview
Universität PaderbornPaderborn (Germany)
Master of Science from Masterstudium in IT Systems Engineering
04.2001
University Overview
Government College Lahore (GCU)Lahore, Pakistan
Bachelor of Science from Degree in Electrical Engineering
04.2001
University Overview
Skills
IT strategic planning
Hobbies
Hobbies
Badminton · Table Tennis · Jogging · Cricket
Timeline
IT Services Management/Senior IT Engineer (IAM)
BRZ Deutschland(Germany) GmbH
09.2022 - Current
IT System Engineer/IT Service Management & Support
FISERV (First-Data)
09.2020 - 09.2022
ICT Support Engineer
IVECO MAGIRUS (Germany, Austria)
03.2020 - 09.2020
Junior IT Project & Services Manager
Electrolux Rothenburg (Germany) GmbH
03.2018 - 03.2020
IT Support Student Assistant (SHK)
Universitat Paderborn
01.2017 - 04.2017
Technical Sales & Support Engineer
Pakistan Telecommunication Company Limited (PTCL)
12.2012 - 03.2014
LinkedIn Learning
Certificate from Balanced Scorecard Basics
04.2001
LinkedIn Learning
Certificate from COBIT Foundation
04.2001
LinkedIn Learning
Certificate from ITIL Foundation Certification(V3): IT Principles
04.2001
LinkedIn Learning
Certificate from ITIL 4 Foundation Certificate:ITIL Service
04.2001
Microsoft
Certificate from Identity And Access Administrator Associate SC-300
04.2001
PLURAL SIGHT
Certificate from IT Services Management Foundations
04.2001
MICROSOFT
Certificate from Security, Compliance, And Identity Fundamentals
04.2001
MICROSOFT
Certificate from Microsoft Intune: Managing IOS & Andriod
04.2001
PLURAL SIGHT
Certificate from IT Services Management
04.2001
MICROSOFT
Certificate from Microsoft Teams Administrations
04.2001
Universität Paderborn
Master of Science from Masterstudium in IT Systems Engineering
04.2001
Government College Lahore (GCU)
Bachelor of Science from Degree in Electrical Engineering
04.2001
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