IT Service Management Experts
to improve support operations with fast, precise AI matchingHire experts who design service workflows, configure ITSM platforms such as ServiceNow and Jira Service Management, and improve incident, change and request processes. FRATCH matches you with vetted, available freelancers quickly and precisely.
Meet FRATCH Experts who have recently used IT Service Management
Felix B.
Last position:
Digital Consultant and Solution Manager at Vorwerk SE & Co. KG
Launched a new digital product in the Chinese market as part of a global growth strategy.
Served as the link and coordinating interface between central product management, local Chinese teams and international stakeholders.
Managed the overall program to coordinate complex digital projects.
Successfully launched a digital product in China (including successful certification for the Chinese market).
Balanced local requirements with global priorities while taking tax and regulatory requirements into account.
Introduced a new way of working to improve collaboration and coordination across locations.
Developed and implemented a scaling strategy for the digital business model in China.
Used Jira, Confluence, Miro, Scrum, Agile ways of working, SAFe.
Project language: English.
Andreas R.
Last position:
Freelance Information Security Consultant at A-R-C Andreas Rühl Consulting
Development and implementation of customized information security strategies
Introduction and further development of ISMS according to ISO 27001, BSI-Grundschutz and other standards
Risk management and preparation of security concepts
Consulting for KRITIS, PCI DSS, TISAX and VdS 3473/10000
Establishment and optimization of security organizations
Creation and implementation of policies, guidelines, work instructions and process descriptions
Audit support and certification preparation
Delivery of training sessions, workshops and awareness campaigns
Selection and consulting for the introduction of IT security solutions such as SIEM, DLP, IDS/IPS, firewalls and encryption technologies
Conducting penetration tests and vulnerability analyses
Consulting on the selection, integration and management of security architectures in complex IT environments
Consulting on ITSM, managed security services and SOC
Management and coordination of complex projects to improve information security
Process analysis, optimization and management according to ITIL, ISO 27001 and cybernetics
Introduction and quality assurance of management, documentation and knowledge management systems
Support in complying with regulatory information security requirements (e.g. GDPR, HIPAA, SOX, GMP, KRITIS)
Development and implementation of risk analysis procedures
Organization of initial response, forensic investigations and organizational measures in security incidents
Design and delivery of targeted workshops on topics such as ISMS, IT risks and current threat scenarios
Awareness campaigns to promote a security culture in companies
Special training on ISO 27001, BSI-Grundschutz, KRITIS and other relevant standards
Simulations and exercises to prepare for information security incidents
Interim management for leading information security projects or IT security organizations
Taking on the role of external CISO (Chief Information Security Officer)
Support in developing and implementing IT security and corporate strategies
Coaching and mentoring of managers in information security
Establishment and management of security departments, including employee recruitment and qualification
Temporary assumption of management responsibility in critical situations
Nikolaus B.
Last position:
Information Security, IS-Governance & Crossfunctional Governance at Zürich Beteiligungs-AG (Deutschland)
- Conducted security assessments for supplier qualification, business unit onboarding, and ongoing reviews of service providers and partners (Ongoing Assurance).
- Assessed technical and organizational measures (TOMs) against GDPR and information security requirements.
- Handled security reviews and approval processes in the Global Approval Navigator (OneTrust).
- Advised business units and IT on information security, security requirements, and risk-appropriate measures.
- Supported the development of SOC/SIEM processes and tools as part of the ISMS in line with ISO/IEC 27001.
- Analyzed cyber threats and coordinated security objectives and measures to address Security Findings with the SOC team.
- Monitored and assessed current security advisories and security-related metrics (KPIs).
- Reviewed, assessed risks, and approved exception requests (Security Exceptions).
- Independently analyzed and handled Security Events and supported the handling of security incidents.
- Planned and supported awareness initiatives to strengthen security awareness.
- Created, implemented, and reviewed information security policies and standards.
- Conducted protection needs analyses and gap assessments to identify security gaps and risk deviations.
- Defined and reviewed technical and organizational risk treatment measures.
- Advised on Third Party Governance with consideration of DORA, ISO/IEC 27001, ISO/IEC 27005, ISO/IEC 42001, and BCM in line with ISO 22301.
André G.
Last position:
Financial Reporting Consultant at Client anonymized (services sector)
Financial reporting as an MVP. Follow-up assignment.
- Reports on profit and loss, balance sheet and cash flow
- Budget and personnel metrics (FTE)
- Implementation as an MVP with a fixed scope
Alwin G.
Last position:
IT Interim Manager & AI Strategist
- Founder of CheironX: AI-supported GRC management (ISO 27001, BSI IT-Grundschutz, TISAX, DORA)
- Strategic focus on Agentic AI and GenAI for modern IT Governance, Risk & Compliance Management
- IT interim management and strategic consulting
Peter F.
Last position:
Subproject Manager and Solution Architect - Microsoft 365 Transformation at Automotive Industry
Integrated highly regulated countries such as China and South Korea into a company-wide M365 tenant.
Technical point of contact for integrating specific requirements for the board and German subsidiaries subject to BaFin compliance requirements.
Subproject management.
Coordinated requirements as part of the overall architecture.
Designed the use of DLP features from Microsoft Purview.
Designed special access restrictions using Entra Id Conditional Access.
Supported the design of provisioning Teams teams and SharePoint sites with enhanced compliance requirements.
Provided technical support for implementing information classification with Sensitivity Labels for SharePoint Online and Teams.
Provided technical support to the subproject for introducing CoPilot for M365.
Skills: M365, Purview, DLP, Entra Id, Sensitivity Labels, CoPilot, Teams, SharePoint Online.
Michael S.
Last position:
IT & Test Consultant at Testing Experts GmbH
AI Readiness - Part 3: Creating an e-book on the use of AI in software testing
- Designed and created an e-book on the sensible and safe use of AI in software testing from the perspective of an experienced test expert.
- Used generative AI (ChatGPT, Perplexity Pro) as a sparring partner for structuring, wording suggestions and creating variations, with all content finally reviewed and approved using my own expertise.
- Developed practical insights into the opportunities and risks of AI in testing, with a special focus on collaboration between testers and AI instead of “tester vs. AI”.
- Title: “11 starke Gründe: Dream-Team statt Rivalen - Tester und KI sind gemeinsam unschlagbar”
- Subtitle: “Wie Mensch und Maschine im Softwaretest das perfekte Team bilden – und warum reines KI-Testing riskant ist.”
- Planned use of the e-book as a basis for workshops, customer meetings or internal training.
- Technology: Generative AI, ChatGPT, Perplexity Pro, Microsoft Word, Adobe Acrobat, many years of hands-on professional testing experience, common sense.
Reinhold M.
Last position:
Business Requirements Engineer, Proxy Product Owner, Tester at AXA Konzern AG
Working Environment
- Insurance / Claims Management (Property, Liability, Automotive)
- REST-based ClaimAPI with Guidewire ClaimCenter
Scope
- Further development of the internal REST-based ClaimAPI with Guidewire ClaimCenter as the backend and various portals/front-end offices as clients, and with the following objectives: + increased AI-supported claims processing outside of Guidewire ClaimCenter + and support for all lines (property, liability, automotive).
- Further development of automated claims processing
Activities
- Interfacing IT & Business
- Design activities with documentation in Confluence, Jira: + Requirements engineering (functional and non-functional) + Design of REST endpoints and coordination with interface partners (esp. AI-colleagues) + Identification, design and evaluation of alternative solutions (moving away from a monolithic approach toward fine-grained endpoints, with code reuse across all lines if possible) + Creation / refinement of product backlog items in Jira, i.e. epics, user stories and tasks, incl. alignment with developers & POs during (pre-)refinement sessions + Using AXA Secure GPT when creating / refining user stories (description, acceptance criteria) and designing REST endpoints + Estimation and prioritization of user stories and tasks during Sprint Planning sessions + Coordination and support during the implementation of Product Backlog items + Driving decision making with preparation and presentation of decision-making documents
- Quality assurance: + Test management, including test case creation using Xray in Jira + Test execution using Bruno as REST client and in Guidewire ClaimCenter + Submission of test artifacts for PO approval + Analysis of production bugs
Methods Big Room Planning (aka PI-Planning in SAFe), Scrum, BPMN, EPK, UML, ERM, DDD
Tools / Tech Stack Teams, Confluence, Jira with Xray, OpenAPI/Swagger, REST, JSON, XML, MS Office, Bruno, GitHub repository (reading), Guidewire ClaimCenter, AXA Secure GPT (AXA's in-house GenAI solution based on Azure OpenAI)
Jürgen K.
Last position:
Interim Management / Company Succession – Process Analysis & Stakeholder Management
As part of preparing and providing operational support for a company succession:
- Company analysis: Analysis of the overall economic, organizational and structural situation (current status, strengths/weaknesses, potential risks)
- Process analysis: Recording and documentation of all relevant business processes (BPMN, UML) in the areas of management, finance, purchasing, 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 former and future owners, shareholders and employees
- Change management: Supporting employees and management throughout the handover process; building acceptance and trust among all parties involved
- Governance & documentation: Preparation and handover of structured operating manuals, process documentation and an organizational manual for the new business owner
- Risk & weakness analysis: Assessment of operational and strategic risks in the handover process and development of recommendations for action
- Operational support: Interim assumption of management responsibilities; ensuring business continuity during the transition phase
Paul W.
Last position:
Enterprise Architect at ePrimo GmbH
Led the end-to-end integration and migration architecture for decommissioning SAP IS-U market communication and transitioning to Salesforce Marketing Cloud (SFMC) with E.ON IT Services — covering regulated EDIFACT market messaging, a three-phase data migration (transfer of market message inventory after cutover), redesign of market communication processes, and full GDPR and German energy-market compliance.
- Designed the three-tier target architecture (SAP IS-U → NScale B2B gateway → SFMC) processing 50,000–100,000 EDIFACT messages daily within sub-5-minute SLAs.
- Architected the three-phase data migration: 36 months of historical data, zero-loss cutover of in-flight market messages, and near-real-time CDC synchronization.
- Delivered secure, BDEW/GDPR-compliant integration (AS2/OFTP2, RFC/IDoc, REST APIs, OAuth 2.0, Azure AD, AWS S3) achieving >99.5% uptime, <0.1% migration discrepancy, and RTO <4 hours.
- Applied BPMN to model and optimize the market communication processes.
Technologies: SAP IS-U, NScale, Salesforce Marketing Cloud, EDIFACT, OAuth 2.0, Azure AD, AWS S3, BPMN, Jira, Confluence, Draw.io
Enver B.
Last position:
Interim Manager Data Protection Projects at Telefonica Deutschland GmbH
Management of data protection & IT security-related projects. Adjustments to knowledge management and consulting processes.
Activities:
- Data protection consulting
- Process optimization in in-house consulting
- Interface to specialist departments, IT security, development and management
Holger G.
Last position:
IAM Business Analyst + Requirements Engineer at Rewe Group
Business analysis / requirements engineering for the introduction of a central authorization platform:
- Analysis of existing requirements for the use of IGA solutions (NetIQ, MidPoint) in an existing IAM cluster
- Capturing requirements as epics and user stories (JIRA) to provide a comprehensive description of the use of an IGA solution for central access control across connected platforms and applications.
- Functional solution descriptions (Confluence) for various lifecycle processes, such as Identity Lifecycle (ILC), Role Lifecycle (RLC), Structure Lifecycle (SLC), and Application Lifecycle
- RBAC: Design of a role model in the IGA solution to automate access provisioning as much as possible, capturing application and business roles
- Approach for onboarding applications to the IGA tool, integrating Keycloak (ID Provider).
- Functions and processes for recertifying entitlement objects and roles, and for assigning / removing them from personalized identities.
- Functions and processes for audit-proof documentation and reporting of managed data and processes in the IGA / IAM environment.
- Planning, execution, and documentation of QA / testing for the 1st implementation phase of the MidPoint IGA solution in the IAM cluster.
- Planning a roadmap for the step-by-step testing and introduction of the IGA solution.
Samet P.
Last position:
AI Consultant & Project Manager for Reporting Automation at Toyota Financial Services (EAR)
- Documented complex financial reporting processes in deep-dive sessions with subject matter experts
- Analyzed and mapped the 3-tier data flow SAP – Essbase – HQ (984 account entries, triple chart of accounts)
- Identified the biggest time drains (40 % of close time)
- Evaluated technologies (AWS, Microsoft Fabric, Custom/Hybrid) with cost-benefit analysis
- Created a validation rule catalog with 351 rules as the basis for pre-submission automation
- Business case: estimated savings potential of 480–960 T€/year for the EAR region
- Hands-on implementation with Microsoft Fabric, RAG, AI agents/Tool Calling and n8n; productive use of Microsoft Copilot and Copilot Studio
- AI-supported project management workflows (minutes, tasks, knowledge synchronization)
- Stakeholder management at senior management level (EAR Accounting, IEA IT, TFSC Japan), workshops and training on AI tools
Technologies: Microsoft Fabric, Copilot Studio, Claude AI, Python, Power BI, SAP, Essbase/SmartView, Excel (VBA), Notion, SharePoint
Amit S.
Last position:
IT Project Manager – SAP S/4 HANA Delivery Consultant at CHG Meridian UK Limited
- Managed the integrated SAP S/4HANA delivery plan for 12 BTS workstreams, including milestone, dependency, and governance management.
- Coordinated end-to-end delivery across Business, IT, and Operations, focusing on execution, readiness, and issue resolution.
- Responsible for RAID, test, cutover, and deployment management to ensure a successful go-live.
- Implemented KPI tracking, status reporting, and PMO governance to provide transparent management of performance, risks, and escalations.
Paul K.
Last position:
Program Manager – Multi-Project Operational Stabilization (Operational Excellence) at ITDZ - IT Service Center Berlin
- Overall leadership of several strategic operations projects focusing on Workplace Services, SLA Framework, access management, certificate management, e-learning, backup & recovery, test management, and capacity management, as well as the introduction of system monitoring and feasibility studies for 24x7 operations, in some cases including implementation in ServiceNow
- Creation of various ServiceNow operating concepts covering training, access rights, and emergency management as part of a new cloud hosting initiative for the ServiceNow platform
- Executive board reports and leadership of steering committees as part of company-wide strategic objectives, as well as the establishment of new balanced scorecards for measuring KPIs related to optimization-driven project results
Discover over 15,000 top freelancers
Statistics of experts using IT Service Management
Aggregated from the professional profiles of matched freelancers.
Experience
24 years
Position duration
3 years
Positions per freelancer
15
Top business areas
Information Technology, Project Management, Operations
Top industries
Information Technology, Professional Services, Banking and Finance
Certification focus areas
Information Technology, Project Management, Product Development
Bachelor's degree or higher
82%
Master's degree or higher
47%
Doctorate
6%
Certifications per freelancer
6
Most common languages
German, English, French
Speak two or more languages
97%
Based on our profile pool as of 5 Nov 2026.
Daily rate distribution
The chart shows how the daily rates of experts in this technology are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows the share of experts charging within that range.
Average rates of experts using IT Service Management
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 5 Nov 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
IT Service Management experts industry focus
See which industries our matched freelancers work in most often — every figure is calculated live from the freelancers on FRATCH.
- Information Technology (93%)
- Professional Services (63%)
- Banking and Finance (56%)
- Manufacturing (51%)
- Automotive (43%)
- Government and Administration (39%)
- Insurance (37%)
- Telecommunication (37%)
Please note that freelancers can work across multiple industries, so percentages overlap.
About the technology
Service Management Scope
IT Service Management, commonly called ITSM, organizes how technology teams deliver, support and improve IT services. It covers service desks, incidents, requests, problems, changes, assets, configuration data and service levels. The goal is reliable service for employees, customers and business operations.
Core Frameworks
ITSM work often follows ITIL practices, but strong teams adapt the framework to their operating model rather than applying it mechanically. Experts translate service principles into practical workflows, ownership models, controls and reporting. They also connect ITSM with Agile, DevOps, COBIT or business continuity processes when the environment requires it.
Platforms And Tools
Specialists configure and extend platforms such as ServiceNow, Jira Service Management, BMC Helix, Freshservice and Ivanti. Their work can include service catalogs, approval flows, knowledge bases, CMDB structures, automation, integrations and dashboards. Useful adjacent skills include identity management, monitoring, scripting, APIs and enterprise application administration.
Typical Initiatives
Companies bring in freelance ITSM expertise for focused changes or complex service transformations:
- Launch or redesign a service desk and request portal
- Establish incident, problem and change workflows
- Build a service catalog, CMDB or knowledge base
- Integrate ITSM with monitoring, identity and collaboration tools
- Prepare processes for audits, mergers or operating-model changes
When Expertise Matters
External professionals help when internal teams lack capacity, a platform rollout is stalled or service data is inconsistent. They can assess the current operating model, prioritize improvements and transfer knowledge to permanent teams. In distributed organizations, remote collaboration works well when documentation, decision rights and platform access are clearly defined.
What Strong Experts Deliver
The best professionals combine process design with hands-on platform knowledge. They measure outcomes such as resolution quality, request effort, change stability and user adoption instead of focusing only on configuration. Look for clear discovery methods, realistic deliverables, secure integration practices and evidence that the expert can simplify complex service environments.
Frequently asked questions
Not sure where to start with IT Service Management? These answers cover the essentials.
IT Service Management is used to plan, deliver, support and improve technology services. It gives teams structured ways to handle incidents, requests, problems, changes, assets and service performance.
ITSM focuses on dependable service delivery, governance and user support across an organization. DevOps emphasizes collaboration between software delivery and operations, while general IT support may cover a narrower set of day-to-day assistance tasks; the approaches often work together.
A capable IT Service Management specialist may work with ServiceNow, Jira Service Management, BMC Helix, Freshservice or Ivanti. Valuable adjacent skills include ITIL practices, CMDB design, identity systems, monitoring, APIs, automation, reporting and knowledge management.
The right level depends on the scope. A service catalog adjustment may need focused platform knowledge, while a new operating model, CMDB rollout or enterprise migration calls for broad ITSM experience, stakeholder management and strong change control.
Much IT Service Management work can be delivered remotely, including process design, platform configuration, documentation and training. On-site work may help when teams need workshops, data-center access or close coordination during a major service transition.
A professional ITSM engagement should begin with a clear assessment of services, users, workflows, tools and pain points. Expected deliverables may include a target process model, configured platform components, documentation, reports, training and a practical handover plan.
Review whether the IT Service Management professional can connect platform decisions to service outcomes. Ask for relevant examples, clear assumptions, sample deliverables and an explanation of how they handle governance, adoption, integrations and process exceptions.
Organizations in finance, healthcare, manufacturing, retail, telecommunications, public services and professional services commonly use ITSM. It is especially useful where technology supports critical operations, many user groups or formal security and compliance requirements.
The average hourly rate of freelancers who have used IT Service Management in their recent projects is 113 €, which corresponds to a daily rate of about 903 € based on an 8-hour working day.
Of the freelancers who have used IT Service Management in their recent projects, 82% hold at least a Bachelor's degree, 47% hold at least a Master's degree, and 6% hold a doctorate.
On average, freelancers who have used IT Service Management in their recent projects have 24 years of professional experience, with a single engagement typically lasting around 3 years.
The most common languages among freelancers who have used IT Service Management in their recent projects are German (100%), English (96%), and French (25%).
The most common industries among freelancers who have used IT Service Management in their recent projects are Information Technology (93%), Professional Services (63%), and Banking and Finance (56%).
The most common business areas among freelancers who have used IT Service Management in their recent projects are Information Technology (99%), Project Management (91%), and Operations (75%).
Main locations of FRATCH Experts, who have recently used IT Service Management
Our freelancers and interim experts are at home all over Germany — available on-site in Berlin, Hamburg, Munich and every major business hub, or fully remote. Choose a city to discover matched specialists, local market insights and up-to-date availability.
Berlin 
Hamburg 
Munich 
Cologne 
Frankfurt 
Stuttgart 
Dusseldorf 
Essen 
Nuremberg 
Vienna 
Zurich Countries:
Request a free demo
Get in touch with the FRATCH team and we will get back to you within 4 hours.
Would you rather directly get in touch?
We always have the time for a call or email!
Philipp Thomaschewski
FRATCH CEO
