Viktoriia

VIKTORIIA HANKE
Service Delivery and Product Operations leader with 9+ years of
experience driving ITSM, large-scale support operations, and
enterprise change initiatives across retail, fintech, insurance,
AI/data, and telecom sectors. Proven track record in optimizing
incident and problem management, improving service
reliability, and leading cross-functional teams to deliver scalable
digital products. As a Change Advisory Board member, I govern
enterprise change processes across 4 departments and 17
teams, ensuring risk control, operational stability, and
continuous service improvement. ITIL® 4 Foundation certified
with additional training certification in Logistics and Business
Management, combining strong operational leadership with
structured service governance and business-driven technology
delivery.

Contact Me Work Experience
[open contact info](look above in the "contact info" section)
EDEKA IT, Hamburg | Dec. 2023 - Present
[open contact info](look above in the "contact info" section)
21031, Hamburg Head of Product Group Retail Products, IT Operating
Nationality: German Systems & Infrastructure
LinkedIn Lead IT Service Management & Incident Resolution for EDEKA
Apps, supporting 10M+ users across Germany, other digital
products and services (User Management, Endkundenservice,
Loyalty Platform, Customer Platform)
Implemented ITSM processes for Retail & Digital Channels,
Education improving incident resolution by 25% in 2024 with no SLA
escalations.
2026 - 2027 Managed PAYBACK Integration for EDEKA Apps (EDEKA App,
IU Internationale Hochschule, Picnic, Trinkgut App) and built Support Process from scratch.
MBA (Business Management) Spearheaded AI Chatbot for EDEKA IT development, for
optimizing customer support (1st Level Support) efficiency,
especially for Payback Project.
2018 - 2019 Lead Support and Monitoring teams within the Retail Products
EHI domain (Operating Systems & Infrastructure) in the EDEKA
HBT Stl. Handelschule Berliner Group. Oversee all IT operations, service delivery, and monitoring
Tor, Hamburg DE processes across the retail environment, ensuring high availability
Weiterbildung, Logistics and and customer satisfaction for 1,500+ markets across 3 regions, with
Business Management planned expansion to 6,000+ markets nationwide.

2009 - 2014
GK Software (Deutsche Fiskal) | May 2023 - Dec. 2023
Kharkiv National University,
Kharkiv UA Technical Product Owner | Service Delivery Management
Master Degree in Linguistics
Reported directly to the VP of Development and CEO,
and Psychology, Accredited
overseeing the technical roadmap and execution of FISKAL
in Germany CLOUD solutions.
Led cross-functional teams, ensuring alignment between
product development, compliance, and customer needs.
Owned full product lifecycle, from requirement gathering to
Languages deployment, optimizing regulatory compliance for retail POS
systems.
Deutsch C2
Managed Agile backlog & sprint planning, accelerating time-
English C1
to-market for key features.
Ukrainian native Spearheaded problem management & issue resolution,
Russian native improving system stability and performance.

Certifications ISS Software (SopraSteria) | Mar. 2022 - Apr. 2023
Quality Assurance Manager | Insurance Products
2025 December
ITIL Foundation Certificate in Led customization and testing of WINSURE and Core
Insurance SaaS solutions for the Swiss market, ensuring
IT Service Management
compliance and seamless integration.
PeopleCert
Managed test automation and manual testing, optimizing
product stability and performance.
Spearheaded error analysis and issue resolution, reducing bug
2021 February
resolution time and improving software quality.
The Fund. of Digital Onboarded and mentored new team members, enhancing
marketing, team efficiency and knowledge transfer.
Google Digital Camp, USA Coordinated project implementation and improved
documentation processes, streamlining operations for
insurance product delivery.
2020 October
Business Management,
King's College London, UK q.beyond AG | Dec. 2020 - Feb. 2022
IT Senior Business Service Delivery & Incident Management

Led IT service delivery and incident management for major
Core Competencies clients, including LMT and Mercedes (Stern Auto), ensuring
seamless operations for 800+ employees.
Enterprise IT Strategy & Managed incident resolution processes, reducing downtime
Operating Model Design and improving response times for critical IT issues.
IT Service Management (ITSM, Established new customer onboarding processes, improving
ITIL4®, SLA & KPI Governance) service desk efficiency by 20%.
Global IT Operations & Service Developed knowledge base documentation, enhancing
Delivery Excellence troubleshooting procedures and team efficiency.
Enterprise Change Trained and mentored new team members, driving
Management & CAB continuous improvement in IT support operations.
Governance
IT Risk, Compliance & Key Achievements:
Regulatory Management (ISO Reduced incident resolution time by 30%, optimizing service
9001, enterprise controls) continuity.
Incident, Problem & Major Maintained a record-breaking response time (<10 seconds)
Incident Management with zero customer complaints.
High-Availability IT Operations
for Large-Scale Retail
Cloud & IT-Operations Analyst (1st Level Support
Environments
SLI,SLO,SLAs, KPI &
Engineer)
Performance Management for Provided technical support and troubleshooting for cloud
Mission-Critical Systems systems (Azure, WVD, Citrix) and client infrastructure.
MTTD,MTTR,MTBF, MTTA,MOD Handled Active Directory, SQL databases, and VPN
Monitoring & Observability connectivity issues, ensuring seamless IT operations.
Strategy (Datadog, Firebase, Developed and tested PowerShell scripts to automate
ServiceNow, JIRA, SAP Idocs, administrative tasks, improving system efficiency.
CheckMK, Zendesk, Solution Assisted in hardware and software diagnostics, ensuring quick
Manager, OTRS, Matrix42, issue resolution and minimal downtime.
Assyst)
Leadership & Organizational Key Achievements:
Development Improved first-call resolution rates, reducing escalations and
Stakeholder & Executive improving IT service efficiency.
Communication Enhanced cloud system performance by identifying and
Retail IT & POS Ecosystems resolving infrastructure bottlenecks.
Customer Experience at Scale