Resume

Lars Lischer

Senior IT Service Management Professional | Principal Application Support Specialist

Prague, Czech Republic (Open to relocation)
LinkedIn | Email

Executive Summary

Strategic ITSM Leader with over 20 years of experience driving operational excellence across global IT environments. Expert in the ITIL framework, specialized in turning high-pressure crisis situations into structured, improved processes. Proven track record in building high-performing teams, reducing incident volumes, and achieving measurable improvements in service reliability.

Core Impact Highlights

  • Crisis Leadership: Reduced P1/Major Incident resolution time by 40% since 2021.
  • Operational Efficiency: Cut recurring incident tickets by 35% through proactive Problem Management which included Process Management, monitoring improvements and business analysis.
  • Service Reliability: Boosted critical system uptime from 96.5% to 99.3%.
  • Automation: Reduced manual data processing time by 60% via strategic process engineering.

Professional Experience

DHL IT Services | Prague, Czech Republic

Principal Application Support Specialist & Emergency Recovery Manager | May 2021 – Present

  • Crisis Recovery: Lead global emergency response for critical service disruptions, ensuring rapid restoration and structured post-mortem analysis.
  • Strategy: Engineered Problem Management protocols that directly resulted in a 35% reduction in total incident volume.
  • Mentorship: Directly guide technical teams to adopt a "Service-First" mindset, improving overall reliability.

Team Lead – DSC Solution Support | Aug 2017 – Apr 2021

  • Managed a 12-member global technical team, standardizing workflows across multiple time zones.
  • Maintained 99.8% SLA compliance for business-critical logistics applications.

Service Owner | Oct 2013 – Aug 2017

  • Accountable for end-to-end service delivery and stakeholder management.
  • Identified and executed cost-saving initiatives that reduced operational spend by 15%.

Application Support Specialist | Feb 2012 – Oct 2013

  • Increased uptime for HP-3PL Prologs and Shared Hosting from 96.5% to 99.3%.
  • Reduced recurring incidents by 25% through the implementation of Zabbix/Grafana monitoring.

Anheuser-Busch InBev | Prague, Czech Republic

Senior Master Data Specialist | Dec 2007 – Jul 2010

  • Optimized data workflows through automation, reducing manual errors by 40%.

CTX Europe | UK & Netherlands

First Line Service Desk & Transition Lead | Jul 2004 – Dec 2007

  • Successfully led the transition of operations from the Netherlands to the UK, managing cross-functional teams and knowledge transfer.

Skills & Expertise

Category Skills
ITSM Framework ITIL 4, Service Ownership, SLA/OLA Management, Incident & Problem Management
Leadership Crisis Management, Cross-Functional Collaboration, Vendor Management, Global Team Building
Technology ServiceNow, Remedy, BY WMS, Zabbix, Grafana, SQL, Microsoft 365, Confluence
Languages Dutch (Native), German (Fluent), English (Fluent)

Certifications & Education

  • ITIL 4 Foundation
  • PRINCE2 Foundation
  • Public Administration Studies (Focus on Organizational Systems & Governance)

Additional Information

  • Relocation: Fully open to international relocation for opportunities.
  • Availability: Willing to travel for business needs and critical on-site transitions.