IT Service Managers in Germany
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Meet FRATCH IT Service Managers in Germany
Vicenco Kenk
Last position:
ITSM Project Manager (self-employed)
Unified ITSM framework
- Definition of a company-wide ITSM target picture
- Introduction of a uniform service structure across all business units
SLA and OLA management
- Building a standardized SLA framework
- Definition of service classes (Business Critical, Standard, Low Priority)
- Introduction of OLAs between internal teams
- Building meaningful SLA reporting
- Definition of KPI and service dashboards for business units
Service portfolio management
- Definition of service descriptions
- If needed, preparing possible cost and service billing
Ticketing & processes
- Incident management
- Uniform ticket categories
- Standardized prioritization
- Escalation matrix
- Automations
- Self-service optimization
Request fulfillment
- Service catalog across all business units
- Approval workflows
Problem management
- Introduction of root cause analysis
- Known error database
- Problem review process
Complete asset management concept
- Hardware lifecycle management
- Software lifecycle management
- Leasing lifecycle
- Mobile device lifecycle
- Monitor lifecycle
- Phone lifecycle
Processes
- Procurement
- Goods receipt
- Inventory
- Assignment
- Return
- Disposal
- Leasing return Goal: single source of truth for all assets
CMDB design
- Definition of all configuration items:
- Workplace
- Notebooks
- Monitors
- Mobile phones
- Printers
Infrastructure
- Servers
- Firewalls
- Switches
- WLAN
- Storage
- Backup systems
Cloud
- Azure resources
- Microsoft 365
- SaaS services
Relationships
- User ↔ Asset
- Asset ↔ Service
- Service ↔ Infrastructure
- Location ↔ Asset
- Goal: make all service dependencies visible
Software asset & license management
- License management concept
- License balancing
- Compliance reporting
- Microsoft license management
- Adobe license management
- SaaS management
- Contract management
- Renewal management
Interfaces & automation Existing systems
- Workday
- Joiner
- Mover
- Leaver
TESMA
- Leasing data
- Contract data
Matrix42
- Asset synchronization
- User synchronization
Active Directory / Entra ID
- User management
Microsoft 365
- License assignment
- Group management
Dormakaba
Access processes
Lifecycle services
Monitoring platforms
- PRTG
- Palo Alto
- Cisco
Reporting & KPI framework
- Definition of a management dashboard
- KPIs
- Ticket volume
- SLA fulfillment
- MTTR
- First resolution rate
- Asset accuracy
- License compliance
- Change success rate
- Service availability
- Degree of automation
Network redesign support
- Governance
- Support of the network redesign from an ITSM point of view
- Definition of affected services
- Change management structure
- Communication concept
CMDB integration
- Recording of all network components
- Service mapping
- Dependency analysis
Validation of documentation and knowledge base articles
- Network documentation
- Operations documentation
- Standard changes
Monitoring & event management
- Target picture
- Central monitoring concept
- Event management process
- Alerting strategy
- Escalation model
Systems
Cisco
Palo Alto
Fortinet
Rubrik
Veeam
Matrix42
Azure
Microsoft 365 Automation
Ticket creation from monitoring
Escalations
Standard actions
Audit, compliance & information security
- ISO 27001 consulting
- TISAX consulting
- NIS2 preparation - consulting
- Audit-ready processes
- Documentation structure
- Evidence tracking in Matrix42
Roadmap
- 12-month roadmap
- Prioritization of all measures
- Quick wins
- Medium-term projects
- Long-term target picture
- Documentation
Agelis Wassilios
Last position:
Senior Application & IT Service Management at AW-Datentechnik
- Focus on acquiring new enterprise IT projects as well as further developing the IT service and application management profile
- Available for new projects in application management, IT service management, and application operations
Rashmi Kondli
Last position:
Service Lifecycle Manager at Vodafone Group Services GmbH
Ensured 99%+ platform availability across Android, iOS, and web, maintaining zero customer-impact and zero P1 incidents through proactive monitoring and risk mitigation.
Led Incident, Problem, and Change Management with offshore operations and vendors, driving rapid issue resolution and improving product stability.
Partnered with QA teams and international OpCos to validate defects, reproduce issues, and enhance product quality using real-time customer insights.
Managed end-to-end lifecycle activities including platform migrations, infrastructure upgrades, certificate renewals, and integrations (Identity, API, Messaging).
Established operational excellence and governance by designing service support models, leading Early Life Support (ELS) and post-launch stabilization, delivering KPI reporting, and ensuring seamless transition from project to service management.
Product: Secure Net - Classic, Converged & Home Wifi Protect
Product Description: The all-in-one digital security service that helps keep you and your family safe online when using the Vodafone (Mobile and Broadband) network. Get alerts if your personal information shows up anywhere it shouldn't, whilst we find and block malicious content across all your devices using.
Clients: Vodafone OpCos - Spain, Italy, UK, Ireland, Greece, Turkey, Germany, Portugal, Romania
Role & Location: Service Manager for Lifecycle and Operations at Düsseldorf, Germany
Worked with/on: ITSM Remedy, Jira, Confluence, Splunk, Dynatrace, Tableau, Mongo DB, Google Analytics, App Follow
Stefan Helmrich
Last position:
Interim IT Service & Project Manager at Vorwerk Services GmbH
- IT/OT infrastructure projects (agile & hybrid) for the plant in Laaken/Wuppertal.
- Execution of projects in the areas of ePlan, Desigo CC, Performance Observer, Izytronic, Digital Signage, UPS and IT security.
- IT environment: Office 365, SharePoint, MS Project, MS Teams, ServiceNow.
Marco Zehner
Last position:
Product Owner IT Services; Solution Architect central service delivery at BWI
Create product vision
Commission Scrum teams
Create schedule and coordinate with project lead
Coordinate and align with stakeholders
Harmonize processes across initiatives
Present project content at C-level
Create security concept for classified information up to DEU GEHEIM and NATO SECRET considering BSI GS, KRITIS, SÜG, VSA
Plan service changes to underpinning services
Design architecture for secure infrastructures
Dependency management in project context
Risk management
Requirements management
Commission and oversee protection needs analysis and information security concept
Coordinate service design activities
Mobin Rupani
Last position:
Senior Consultant and Chief Product Owner at Luxota Travel Tech
- Coached teams in Agile methodologies and Scrum framework implementation.
- Aligned the product roadmap with business goals such as increasing bookings, improving user experience, and expanding supplier integrations.
- Collaborated with developers and third-party providers to ensure smooth API integration and end-to-end functionality.
- Created and continuously refined the product backlog with user stories, bugs, and technical improvements.
- Prioritized backlog items based on business value, revenue impact, and regulatory deadlines.
- Worked closely with backend and frontend teams to clarify dependencies and prioritize technical debt.
Jürgen Kasch
Last position:
Interim Management / Business Succession – Process Analysis & Stakeholder Management
As part of the preparation and operational support of a business succession:
- Company analysis: Analysis of the overall economic, organizational and structural situation (current state, strengths/weaknesses, risk potentials)
- Process analysis: Recording and documentation of all relevant business processes (BPMN, UML) in the areas of management, finance, procurement, sales and operations
- Process optimization: Identification of weaknesses and inefficiencies, development and operational implementation of improvement measures
- Stakeholder management: Identification and analysis of all relevant internal and external stakeholders; structured communication and coordination with previous and future owners, shareholders and employees
- Change management: Supporting the workforce and management through the handover process; building acceptance and trust among all participants
- Governance & documentation: Creation and handover of structured operation manuals, process documentation and organizational handbook for the new business owner
- Risk & vulnerability analysis: Assessment of operational and strategic risks in the handover process and development of recommended actions
- Operational support: Interim takeover of leadership tasks; ensuring business continuity during the transition phase
Paul Karnowka
Last position:
Program Manager – Multi-Project Operational Stabilization (Operational Excellence) at ITDZ - IT Dienstleistungszentrum Berlin
- Overall leadership of multiple strategic operations projects focused on workplace services, SLA framework, access management, certificate management, e-learning, backup & recovery, test management, and capacity management, as well as implementing system monitoring and feasibility studies for a 24x7 operation, partly including ServiceNow implementation
- Development of various ServiceNow operating concepts related to training, permissions, and emergency management as part of a new cloud-hosting initiative for the ServiceNow platform
- Board reporting and leading steering committees within the framework of corporate strategic objectives, as well as establishing new balanced scorecards to measure KPIs for optimization-driven project results
Enver Bastanoglu
Last position:
Interim Manager IT Service Provider at DDE Dialog GmbH | PCS365
- Interim management of IT operations in the IT service provider business
- Implemented ISO 27001 certification including preparation of all documentation
- Implemented change processes and system migrations
- Optimized operational workflows and realigned technical systems and administrative processes
- Brought multiple large projects into production
- Launched a new business line in the gaming PC sector
Stephan Le Anh
Last position:
IT Generalist at SThree
- Software packaging and distribution with SCCM/MECM
- Application responsibility and support (50–100 applications)
- Documentation via ticket system
- User management via AD console
- Software updates and distribution
- Maintenance and updating of software packages
- Customizing scripts with PowerShell
- Rolling out and implementing new software
- Supporting IT security and compliance
Tools and software: Confluence, M365, Active Directory, Intune, Endpoint Management, SCCM/MECM, PowerShell, VMware Hardware: Lenovo, Cherry, Plantronics, Jabra + peripherals
Samet Polat
Last position:
Technical Product Owner & Rollout Manager at EY
- Provided leadership as Product Owner for the DMS module in an agile multi-team setup
- Coordinated the nationwide rollout including requirements management and roadmap development
- Built and maintained the product backlog focusing on scalability, usability and data protection
- Conducted sprint reviews, refinements and stakeholder demos with over 15 involved teams
- Developed a rollout and training concept for successful launch at over 200 government agencies
- Introduced a reporting and monitoring dashboard to measure usage success
- Worked closely with architects, QA and operations to ensure integration into the existing system landscape
Eva Zepke
Last position:
Manager Business Service Management & Digitalization at Dacoso GmbH
- Developed and operationalized a digitalization strategy to ensure a seamless value chain across all business areas in coordination with executive management
- Implemented a process management standard and led the process organization
- Program management: directed the design, implementation and coordination of the rollout across all value-adding business units
- Reported on the program to stakeholders and executive management
- Supplier management: selected, contracted and managed suppliers within the digitalization program
- Redesigned the process organization, defined new process standards and developed training programs
Andreas Zimmermann
Last position:
ITSM Consultant at Industrial company / Global IT division
- Designed and implemented a new user support tower organization as part of the global IT transformation initiative.
- Created an operating and control model for the central service desk, including downstream support units (field service, VIP support, service points).
- Performed a comprehensive as-is analysis of existing service desk and field service structures and developed a target architecture based on ITIL 4 and SIAM.
- Defined roles, responsibilities, and governance mechanisms for internal IT and external providers.
- Prepared the blueprint document Service Management & Governance Handbook (User Support) to standardize global service processes (incident, request, problem, change, knowledge, ITSCM, CSI).
- Developed a KPI and SLA framework to measure service quality and performance in global user support.
- Defined the reporting and review structure (operations meeting, service review meeting, management steering board).
- Prepared RFP documents for the external tendering of L1/L2 support services, including definition of scope, governance model, process requirements, tool integration (ServiceNow), and KPI/SLA sets.
- Supported procurement and legal departments in evaluating and negotiating vendor proposals and assisted in vendor selection and contract finalization.
- Oversaw the handover to operational support, including knowledge transfer, training of provider teams, and establishment of a continuous improvement process (CSI).
- Methods / framework / tools: ITIL 4 / ITSM, SIAM, IT4IT, ServiceNow, Jira, BPMN, operating model canvas, KPI & SLA design, governance & performance management
Mohamed Ibrahim
Last position:
IT Project Manager - IT Service Management at Bundesbehörde
- Leading and managing IT service management projects in a ministerial environment
- Responsible for implementing and optimizing ITIL-based processes, interface management, and service quality assurance
- Focus on compliance, governance, and sustainable service transition
Stephan Meissner
Last position:
SuccessFactors Coordination Recruiting, Employee Central, Performance/Goals, Reporting at Automotive Supplier
- Consulting and coordination to optimize process flows in the existing SuccessFactors modules and the SAP HCM payroll/time management system
- Managing and aligning tasks of external service providers
- Consulting on organizational development in the context of the operating model
- Coaching/mentoring junior staff
- Focus areas: project manager, process consultant SAP SuccessFactors (Recruiting / EC / Performance and Goals / Reporting), change manager, coach/mentor for junior staff, vendor management, reporting consulting
- Technologies: SAP SuccessFactors (EC/Recruiting/Performance and Goals), People Analytics, SAP ERP HCM, Centric Personnel File/Payslip Box, Odoo, Confluence, Microsoft Loop
Discover over 15,000 top freelancers
IT Service Managers statistics
Aggregated from the professional profiles of matched freelancers.
Experience
24 years
Position duration
2 years
Positions per freelancer
18
Top business areas
Information Technology, Project Management, Operations
Top industries
Information Technology, Banking and Finance, Manufacturing
Certification focus areas
Information Technology, Project Management, Human Resources
Bachelor's degree or higher
67%
Master's degree or higher
33%
Doctorate
13%
Certifications per freelancer
5
Most common languages
German, English, French
Speak two or more languages
100%
Based on our profile pool as of 30 Aug 2026.
Daily rate distribution
The chart shows how the daily rates of freelancers in this role in Germany are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows how many freelancers charge within that range.
Average rates for IT Service Managers in Germany
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 30 Aug 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
About the role
Operational Excellence in Germany
Operating IT infrastructure in Germany requires a rigorous balance of technical stability, strict compliance, and clear communication. A freelance IT Service Manager ensures your operational processes align with business goals while respecting local standards, GDPR requirements, and works council regulations. These experts bridge the gap between technical departments and business units, coordinating with both internal teams and external IT providers to guarantee high system availability and seamless daily operations.
Key Responsibilities and Deliverables
- Defining and monitoring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Leading incident, problem, and change management processes to minimize business disruption.
- Managing relations with external IT vendors and cloud service providers.
- Overseeing service transitions during major software rollouts and cloud migrations.
- Auditing IT service quality and implementing continuous service improvement plans.
Core Technical and Methodology Expertise
Successful specialists in this field rely on structured frameworks, with ITIL being the global industry standard for service design, transition, and operation. They are highly proficient in modern ITSM software suites such as ServiceNow, Jira Service Management, or BMC Remedy. Their expertise also covers IT governance, financial management for IT services, escalation management, and disaster recovery planning, allowing them to stabilize complex multi-provider environments quickly.
Why Companies Hire Freelance IT Service Managers
Organizations bring in external experts during transition phases, system migrations, or sudden leadership departures. A freelancer offers immediate operational relief without the long-term commitment of a permanent hire. They bring objective, external experience from various industries to optimize existing workflows, resolve operational bottlenecks, and train internal service desks effectively.
Frequently asked questions
Not sure where to start with IT Service Managers? These answers cover the essentials.
While an IT Project Manager focuses on delivering a specific outcome within a defined timeline and budget, an IT Service Manager is responsible for the ongoing lifecycle and operational stability of IT services. They ensure that systems run smoothly day-to-day and meet agreed service levels long after a project has closed.
Look for a professional with advanced ITIL certifications, as this framework is the foundation of modern service management. A qualified IT Service Delivery Manager should also demonstrate hands-on experience with platform tools like ServiceNow and have a strong background in vendor management.
In Germany, a freelance IT service owner often works in a hybrid setup, combining remote tasks with occasional on-site workshops for critical stakeholder alignments. While technical systems are managed in English, fluent German is usually essential for coordinating with local business departments and works councils.
Hiring a freelance IT Service Manager is ideal for bridging temporary staff shortages, managing sudden crisis situations, or driving the transition phase of a new IT service structure. Freelancers bring immediate expertise without recruitment delays and can objectively audit your existing processes.
Yes, an experienced ITSM consultant plays a vital role in service transition phases, ensuring that cloud environments or new S/4HANA systems integrate seamlessly into daily operations. They define the support structures, update service catalogs, and prepare the service desk to handle the new technologies.
A top-tier IT Service Manager is evaluated by their ability to reduce incident resolution times, stabilize recurring system issues, and maintain high user satisfaction. You can assess their quality during interviews by asking about their concrete strategies for handling major service escalations and vendor disputes.
Yes, especially when managing services for companies in regulated sectors in Germany, a service delivery specialist must understand local compliance requirements. This includes familiarity with GDPR, basic BSI IT-Grundschutz standards, and data residency rules that impact how IT infrastructure is hosted and supported.
Service governance ensures that all IT activities align with broader corporate objectives and compliance mandates. An effective IT Service Manager establishes clear escalation paths, defines roles and responsibilities, and runs regular steering committees to review performance metrics with business stakeholders.
The average hourly rate for IT Service Managers in Germany is 112 €, which corresponds to a daily rate of about 892 € based on an 8-hour working day.
Of the freelancers working as IT Service Managers in Germany, 67% hold at least a Bachelor's degree, 33% hold at least a Master's degree, and 13% hold a doctorate.
On average, freelancers working as IT Service Managers in Germany have 24 years of professional experience, with a single engagement typically lasting around 2 years.
The most common languages among freelancers working as IT Service Managers in Germany are German (100%), English (96%), and French (26%).
The most common industries among freelancers working as IT Service Managers in Germany are Information Technology (87%), Banking and Finance (65%), and Manufacturing (65%).
The most common business areas among freelancers working as IT Service Managers in Germany are Information Technology (96%), Project Management (91%), and Operations (78%).
FRATCH IT Service Managers main locations
Our freelancers and interim experts are at home across the DACH region — available on-site in the major business hubs or fully remote. Choose a location to discover matched specialists, local market insights and up-to-date availability.
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Philipp Thomaschewski
FRATCH CEO
