AI & Digital Transformation Lead
I'm Sven. I build AI systems that run in production — not in demos. Practice Lead for AI & PreSales Enablement at BMC Helix.
Background
I started as a consultant on ITSM implementations and moved through solution architecture into leading a practice at BMC Helix. More than a decade of Enterprise Service Management across EMEA, the Middle East, and South Africa — logistics, automotive, pharma, public sector. Today I lead a team of Senior Consultants and Solution Architects in Germany, the Netherlands, and Saudi Arabia. My team implements BMC Helix ITSM. The AI systems and agents they work with, I design and run myself.
AI doesn't create from scratch — it builds new connections from existing knowledge. The real value comes from combining that intelligence with empowered people.The belief behind my work
Advisory
I'm a founding architect of Technical Advisory Services at BMC and co-designed the delivery framework now in use worldwide. As Technical Advisor I engage strategic enterprise accounts at decision-maker level on AI and ESM strategy — speaking both languages: business outcomes and system design.
Platforms
Microsoft Copilot Studio, HelixGPT, and Claude for agentic systems — RAG pipelines, semantic indexing, multi-agent orchestration. BMC Helix ITSM, ESM, and Digital Workplace as the foundation. M365 and Azure as the integration layer. I choose models on hands-on results, not vendor claims.
Work
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PSAAgentic AI · PreSales
PreSales Copilot Agent
A global presales team answered recurring knowledge requests reactively, with no central system. I designed and shipped a Copilot Agent on Microsoft Copilot Studio — RAG pipelines, semantic indexing, custom connectors. Architecture, prompt design, and rollout from one hand.
The bulk of presales activity now runs through a centralized desk.
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IHAgentic AI · Time to Value
Implementation Harvester
Implementation knowledge from completed Professional Services projects was hard for consultants to find. AI agent on Copilot Studio, grounded in the SharePoint-based Customer Engagement Library — fully anonymized (k-anonymity, attribution stripping). Owned product scope, architecture, prompt design, and configuration; linked agent-to-agent with the Helix Docs Navigator.
Consultants find proven approaches and known pitfalls before they hit them — with no way to trace content back to people or customers.
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HUBPlatform · Scale
Service PreSales Hub
Presales knowledge and operational data sat side by side with no shared intelligence layer; the solution existed only regionally. End-to-end ownership: from the EMEA solution to the platform for the entire global Professional Services organization. Feedback circles with desk users and customer success managers as a standing improvement loop.
One unified intelligence layer across presales knowledge and operational data, in use globally.
Full work history on LinkedIn.
Approach
I build for production.
A system only counts once it survives operations — not the presentation. I design architecture to hold under real load, real data, and real users.
I start with people.
AI doesn't replace teams; it reconnects their knowledge. So I first establish who will use a system and what those people need from it. Without that, every program stays a pilot.
I think in systems.
Every decision affects users, operations, and business outcomes at once. I design with all three in view and choose models and platforms on results, not hype.
I set governance early.
Transparency, responsible use, scalability — part of the design, not a retrofit. An AI governance frame is in place before the first agent goes live.
I translate.
Business, IT, and vendor speak different languages. I speak both: business outcomes and system design. Decisions stay traceable instead of disappearing into meetings.
I bring others along.
I see where things are going early — and teams only scale when you pay attention to individuals, not just outcomes.
Talking AI in the enterprise?
Governance, agent architecture, AI adoption in established organizations — for professional exchange, speaking, or advisory requests, reach me by email or on LinkedIn.