Since 2019, Thomas Singbartl, Head of Global IT Operations at Internationale Hochschule (IU), has supported the university's astonishing growth journey from 35,000 to 130,000 students.

Join host Elias Voelker in this episode as Thomas shares how IT fueled IU’s exponential growth, why the term “digital transformation” no longer applies, and how Syntea, IU’s AI learning companion, is revolutionizing education. He also outlines his vision for AI in IT operations, from process optimization to empowering help desk teams with more meaningful work.


You'll learn:

1. Similarities and differences between IT in media and education
2. How IT enabled IU’s exponential growth during the COVID years
3. Why “digital transformation” is no longer a relevant term
4. The role of AI in modern education with IU’s Syntea
5. Thomas’ vision for AI’s future in IT operations

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Get in touch with Thomas Singbartl on LinkedIn: https://www.linkedin.com/in/thomassingbartl/

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Details about Internationale Hochschule:
Website: https://www.iu.de/
Industry: Higher Education
Company size: 1,001-5,000 employees
Headquarters: Erfurt, Thueringen
Founded: 1998

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About the host Elias Voelker: Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.

Get in touch with Elias via LinkedIn or email [email protected].

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Podcast Music:

Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/

Thanks to our friends at SAWOO for producing this episode with us! 

What can we learn about resilience, scalability, and workforce development from the IT organization of the 6th-largest metro in the US?


In this episode, Tameka Neely-Dudley, Director of IT Infrastructure Operations and Service Delivery for the City of Atlanta, shares insights from her nearly 25-year career, beginning as an intern and growing into a key leader managing Atlanta's complex IT landscape. Tameka reveals how her early experience preparing for Y2K laid the groundwork for building resilient systems, scaling IT services for a booming metro area, and using internships to attract and develop diverse tech talent.


You'll learn:

1. How Y2K lessons shape today’s continuity planning
2. Strategies for scaling IT in a fast-growing metro
3. The power of internships in recruiting IT talent - in the public sector and beyond



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Get in touch with Tameka Neely-Dudley on LinkedIn: https://www.linkedin.com/in/tameka-neely-dudley-565018177/

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Details about the City of Atlanta:
Website: https://www.atlantaga.gov/
Industry: Government Administration
Company size: 8,000+ employees
Headquarters: Atlanta, Georgia, USA
Founded: 1847

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About the host Elias Voelker: Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.

Get in touch with Elias via LinkedIn or email [email protected].

___________


Podcast Music:

Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/

Thanks to our friends at SAWOO for producing this episode with us!

Which KPIs really matter in IT Service Management?

In this episode, Elias sits down with Huseyin Uysal, Head of Global Service Desk at ISS, to uncover what separates successful IT service management from the rest.

With a wealth of experience managing global teams and optimizing IT processes, Huseyin reveals the metrics that really matter, how customer effort is often overlooked, and the strategies his team used to slash ticket resolution times in half despite a surge in ticket volumes.


You'll learn:

1. Which KPIs actually drive value in IT service management (and which don’t)
2. Why focusing on "customer effort" is crucial for IT support success
3. How to handle a threefold increase in ticket volume without losing control
4. The key lessons from bringing outsourced tasks back in-house
5. How empowering your team can drastically cut ticket resolution times

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Get in touch with Huseyin Uysal on LinkedIn: https://www.linkedin.com/in/huysal89/

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Details about ISS:
Website: https://www.issworld.com/en
Industry: Facilities Services
Company size: 10,001+ employees
Headquarters: Copenhagen, Denmark

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About the host Elias Voelker:
Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.

Get in touch with Elias via LinkedIn or email [email protected].

___________


Podcast Music:

Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/

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Thanks to our friends at SAWOO for producing this episode with us! 

What separates a well-oiled IT operation from one constantly putting out fires?

In this episode, we dive deep into the world of IT Service Management (ITSM) with Haroon Hasan, author of "Choose to Lead" and Director of IT Service Management and Governance at Computacenter. With 20+ years of experience, Haroon shares insights on optimizing ITSM for operational excellence. He covers quick ITSM assessments, the benefits of a mature ITSM model, the role of leadership in driving change, and more.


You'll learn:

1. Key questions to ask in your initial ITSM assessment.
2. The different ITSM maturity levels.
3. Why top-down leadership drives ITSM success.
4. The benefits of a mature ITSM model.
5. The value of real-time metrics in enhancing IT services.
6. Essential leadership principles from Haroon's book "Choose to Lead".

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Get in touch with Haroon Hasan on LinkedIn: https://www.linkedin.com/in/haroon-hasan/

Download Haroon's book "Choose to Lead" here: https://amzn.to/47J0emG

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Details about Computacenter:
Website: https://www.computacenter.com/
Industry: Information Technology & Services
Company size: 10,001+ employees
Headquarters: Hatfield, Hertfordshire
Founded: 1981

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About the host Elias Voelker:
Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.

Get in touch with Elias via LinkedIn or email [email protected].

___________


Podcast Music:

Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/

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Thanks to our friends at SAWOO for producing this episode with us! 

What happens when your infrastructure faces a live peak of millions of users worldwide—without cloud scalability?

In this episode, Sofascore’s CTO Josip Stuhli breaks down how his team navigates massive traffic surges, optimizes caching, and saves big by ditching the cloud while still delivering real-time updates to 25 million monthly users.


You'll learn:

1. How caching flattens traffic peaks and handles massive live events without backend strain.
2. Why Sofascore left the cloud and the financial impact of going on-prem.
3. The hybrid cloud approach and using cloud only when necessary for real-time scalability.
4. Optimizing infrastructure costs by leveraging overprovisioning.
5. Real-time data delivery at scale and how Sofascore delivers near-instant results to millions of users.

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Get in touch with Josip Stuhli on LinkedIn: https://www.linkedin.com/in/jstuhli/

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Details about Sofascore:
Website: https://www.sofascore.com/
Industry: Software Development
Company size: 201–500 employees
Headquarters: Zagreb, Grad Zagreb
Founded: Zagreb, Grad Zagreb

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About the host Elias Voelker:
Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.

Get in touch with Elias via LinkedIn or email [email protected].

___________


Podcast Music:

Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/

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Thanks to our friends at SAWOO for producing this episode with us! 

Successful cybersecurity isn’t about heroics, it’s about preventing disasters you’ll never hear about.

In this episode, Andrew Nuxoll, Managing Director of IT Operations and Cybersecurity at UNICEF USA, shares his journey from working at various managed service providers to leading cybersecurity efforts at a global NGO. Andrew offers insights into why cybersecurity is more than just keeping the lights on, how purpose-driven work changes the stakes, and the strategies he employs to manage cybersecurity on a tight nonprofit budget.


You'll learn:

1. Why cybersecurity should be your top priority—and how to make it happen on any budget
2. The critical importance of end-user awareness in defending against cyber threats
3. The challenges of transitioning to cloud-based operations and how to navigate them
4. Why the idea of a ‘single pane of glass’ in IT tools might be a myth—and what to do instead
5. How purpose-driven IT work differs from the corporate world and why it matters

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Get in touch with Andrew Nuxoll on LinkedIn: https://www.linkedin.com/in/nuxoll/

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Details about UNICEF USA:
Website: https://www.unicefusa.org/
Industry: Non-profit Organization
Company size: 201-500 employees
Headquarters: New York, New York
Founded: 1947

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About the host Elias Voelker:
Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.

Get in touch with Elias via LinkedIn or email [email protected].

___________


Podcast Music:

Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/

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Thanks to our friends at SAWOO for producing this episode with us! 

How can universities navigate the complexities of service delivery while pursuing growth and innovation?

Mark Katsouros, Senior Director for IT Engineering and Operations at Duquesne University, brings nearly 40 years of higher education IT experience. From the University of Maryland to pivotal roles at the University of Iowa and Penn State, Mark has driven significant IT transformations. Tune in to hear his journey, the unique challenges in higher education, and strategies for successful service management, customer satisfaction, and employee well-being.


You'll hear practical insights on:

1. Key differences between ITSM and ESM
2. The Importance of starting with collaboration and coalition-building
3. How to streamline complex service requests with a unified approach
4. The importance of balancing innovation and standardization in IT operations
5. Effective methods for motivating IT teams
6. Selecting IT tools and maintaining flexibility

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Get in touch with Mark Katsouros on LinkedIn: https://www.linkedin.com/in/katsouros/

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Details about Duquesne University:
Website: https://www.duq.edu/
Industry: Higher Education
Company size: 1,001-5,000 employees
Student body:  8,000-10,000 students (undergrad & grad)
Headquarters: Pittsburgh, PA
Founded: 1878

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About the host Elias Voelker:
Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.

Get in touch with Elias via LinkedIn or email [email protected].

___________


Podcast Music:

Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/

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Thanks to our friends at SAWOO for producing this episode with us! 

Martijn Adams, General Manager at 4me, brings a lifetime of expertise in IT service management, having worked with leading companies such as Philips, Deloitte, and Danone.

This episode delves into his journey and the unique approaches that 4me employs to streamline service management across IT, HR, and facilities. You'll discover how service management principles can impact different departments, why user experience is crucial, and the potential of AI in enhancing service delivery.


You'll learn:

1. How adopting a service management mindset can transform various departments beyond IT
2. Strategies for implementing service management across external partnerships and multi-sourcing
3. Experience Level Agreements (XLAs) and their impact on enhancing customer satisfaction
4. The transformative potential of Generative AI in elevating service management practices

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Get in touch with Martijn Adams on LinkedIn: https://www.linkedin.com/in/martijnadams/

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Details about 4me:
Website: https://www.4me.com/
Industry: Software Development
Company size: 80 employees
Headquarters: Santa Barbara, California
Founded: 2010

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About the host Elias Voelker:
Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.

Get in touch with Elias via LinkedIn or email [email protected].

___________


Podcast Music:

Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/

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Thanks to our friends at SAWOO for producing this episode with us! 

How can you scale your tech company while maintaining rigorous operational standards? Senior VP of Operations at Cyware Joe Aurilia shares what he learned while 5x-ing the company.

In this episode, Joe shares how he's building operations from the ground up, handling the complexities of international teams, and embedding a culture of security and compliance in a rapidly growing company.


You'll learn:

1. How to balance immediate operational needs with long-term growth strategies
2. The challenges and solutions of managing a globally distributed team
3. The importance of fostering a culture of security and compliance
4. Effective communication strategies for rapidly growing teams
5. How to leverage compliance certifications to win enterprise clients

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Get in touch with Joe on LinkedIn: https://www.linkedin.com/in/josephauriliajr/

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About the host Elias Voelker:
Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.

Get in touch with Elias via LinkedIn or email [email protected].

___________


Podcast Music:

Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/

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Thanks to our friends at SAWOO for producing this episode with us! 

Learn from Paul Teodorescu's 25 years of IT experience as he shares the importance of transparency, credibility, and connecting with people in the tech industry.

In this episode, Paul shares his journey from crawling under desks at Merrill Lynch to advising top firms like Morgan & Morgan. Explore the nuances of interim management versus advisory roles, and discover how IT challenges remain consistent across industries. Paul emphasizes the importance of connecting with people, attending and speaking at events, and transitioning from reactive to proactive IT management. Listen in for Paul's perspectives on open-source versus closed-source technologies, the benefits of a cloud-first approach, and the art of public speaking and moderating panels.


You'll learn:

1. The strategic benefits of interim management versus advisory roles
2. Similarities and differences between IT challenges across industries
3. The importance of transparency and credibility in IT
4. How to effectively transition from reactive to proactive IT management
5. The pros and cons of open source versus closed source technologies


Get in touch with Paul on LinkedIn: https://www.linkedin.com/in/paultotherescue/

Elias' blog and TED Talk recommendation:
Wait But Why by Tim Urban | https://waitbutwhy.com/
Tim Urban TED talk | https://www.youtube.com/watch?v=arj7oStGLkU&ab_channel=TED

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About the host Elias Voelker:
Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.

Get in touch with Elias via LinkedIn or email [email protected].

___________


Podcast Music:

Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/

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Thanks to our friends at SAWOO for producing this episode with us!