IT Consultant – AFRA-6

Project overview

Framework

Period: 02.11.2026 – 31.12.2026 + Option for extension

The contractor's services will be provided for a sub-project in the "Customer Care" area within a major project for CRM transformation at a leading large corporation in the transport and logistics environment. The goal of the overall project is to optimize the current CRM landscape. To this end, the current CRM IT will be replaced by a future-proof, ready-to-use IT solution, and the end-to-end customer service processes will be optimized. The requirements of the individual CRM disciplines will be taken into account in the form of sub-projects/domains.

The scope of the sub-project includes the design of the relevant IT system landscape. This includes requirements definition, implementation, and integration of the new Customer Care solution based on a BPM platform into the existing IT landscape, as well as introduction, user training, and handover to operations. In addition, the design of end-to-end customer service processes together with surrounding systems is in scope. The technical implementation will be carried out entirely by an external implementation partner with specialized teams for the web application as well as for Data and AWS.

The contractor will independently provide the IT consulting services described below. The services are intended for the analysis, evaluation, documentation, and transparent preparation of the delivery of the external implementation partner, as well as for the development of professionally substantiated recommendations for action.

The service provider will provide the following services:

Requirements – must have (mandatory, also listed and explained in years and individual project references!)

Requirements – nice to have

I look forward to receiving your profile including availability and desired conditions!

• Analysis and evaluation of the performance and delivery status
• Consolidation of relevant information on risks, dependencies, open points, and action requirements
• Creation and updating of action, risk, and decision summaries
• Evaluation of impacts on scope, quality, and deadlines
• Preparation of decision bases for project, delivery, and management committees
• Analysis of the provider's performance organization and collaboration
• Evaluation of performance, capacity, and competence planning and resulting risks
• Analysis of organizational changes and their impact on service delivery
• Evaluation of collaboration, handover, and control processes between the client and the implementation partner
• Identification of process deviations, friction losses, and optimization potential
• Analysis and evaluation of technical service delivery
• Evaluation of the fulfillment status of agreed services based on contract, performance, and project documentation
• Analysis of quality requirements, implementation results, and recurring quality deviations and disruptions
• Evaluation of technical and organizational processes and interfaces between development, deployment, and operations
• Analysis of causes of recurring problems and tracking of agreed improvement measures
• Preparation of risk, escalation, claims, and contract-relevant issues, including options for action
• Creation and consolidation of status, risk, and decision information for governance and management formats
• Analysis and evaluation of communication, especially in critical situations, accompanying agile delivery and release processes
• Analysis and evaluation of provider contributions for PI, sprint, and release processes
• Support of project-related collaboration with Product Owners, Scrum Masters, Release Coordination, and other relevant stakeholders
• Experience in program, delivery, or supplier management (min. 3 years of experience)
• Practical experience in IT projects as a project manager or comparable role in the context of implementing SaaS solutions, cloud/AWS environments, and related software development (min. 5 years of experience)
• Practical experience in contract, performance, or claims management (min. 1–3 years of experience)
• Experience and in-depth understanding of service provider/contract management (SaaS/work/service contracts, SLAs, change requests, addendums) (min. 5 years of experience)
• Experience in collaborating with international implementation service providers (min. 5 years of experience)
• Experience in setting up, further developing, and applying SLA/quality reporting for service provider management (min. 5 years of experience)
• Experience in establishing and managing software release processes in agile IT projects (min. 3 years of experience)

Project details

96% Remote / 4% Onsite in Frankfurt am Main (Nearshore possible)

Project Language: German C1, English C1

Utilization: 50 PT

• Start: 2026-11
• Duration: 2 Monate
• Remote: remote
• Location: Frankfurt, Deutschland, DE
• Languages: German