IT Service Management Expert in Austria
with fast, precise AI matchingHire experts who design service workflows, configure ServiceNow or Jira Service Management, and improve incident, change and problem processes. FRATCH connects you with vetted, available freelancers whose experience matches your ITSM requirements.
Meet FRATCH Experts in Austria, who have recently used IT Service Management
Peter G.
Last position:
Senior IT Project Manager at REWE Group
Datacenter audit and subsequent transformation program
- Initial situation: Following a critical outage, the datacenter was considered the cause. A traditional audit was to be put out to tender.
- My diagnosis: The technical architecture was not the core problem. The key issues were the incident, diagnosis, and recovery processes, as well as a lack of transparency regarding costs and dependencies.
- Impact: The audit was implemented pragmatically in-house. The results and budget foundations became the basis for a multi-year international transformation program. I was then retained as the preferred candidate for a central transformation stream.
Burkhard B.
Last position:
Senior Project Manager / Service Manager / Datacenter Lead at Infosys
TAF-P
Strategic IT transformation partnership covering infrastructure transformation, hybrid-cloud migration, data-centre consolidation and transformation of IT operating models.
- Managed integration of services from transition through transformation.
- Acted as customer-facing Single Point of Contact between Mercedes-Benz, Infosys and third-party providers.
- Managed stakeholder relationships, demand, escalations and service delivery.
- Established structured communication and governance with IT management and executives.
- Coordinated transition and transformation activities across multiple parties.
- Managed SLA-related activities and service governance.
- Coordinated third-party suppliers and delivery teams.
- Managed procurement activities from demand/forecast through delivery and invoicing.
- Supported transition activities and customer sign-off.
- Coordinated knowledge-transfer and documentation activities.
Environment: Enterprise infrastructure, Hybrid Cloud, Data Centres, Service Transition, IT Governance, Vendor Management
Jerry B.
Last position:
Owner at DIGIPM Consulting e.U.
From 02/2023 to 05/2024: IT interim manager within an international construction chemicals group headquartered in Germany as Global TSA Manager in a carve-out project responsible for the IT workstream.
End-to-end management of an international IT carve-out and TSA program, including transition of five service providers, governance and operating structures, service continuity, provider performance, SLA/KPI and cost management, SIAM and supplier management, security services, operational readiness, and transition into stable operations.
From 06/2024: IT consulting in project management and IT service management areas, providing PM/PMO coaching and support.
Thomas W.
Last position:
SAP Solution Architect, Focused Build Coach, Senior Consultant at Support 4 Enterprises
Michael L.
Last position:
IAM Developer & IT Architect at Internationale Bank
Design and implementation of new functionalities in the areas of Lifecycle Management (LCM), Role Management (RLM) and Access Governance
Adjustment of the company-wide Segregation of Duties (SoD) matrix to ensure regulatory and internal compliance requirements
Further development and configuration of recertification processes
Creation and adaptation of custom workflows, rules and tasks in SailPoint IdentityIQ (BeanShell, XML, Java)
Use of static code analysis with SonarQube to ensure code quality and compliance with defined development standards
Regular code reviews within the development team to ensure quality, share knowledge and follow clean code principles
Work in an agile Scrum team with daily communication, sprint planning and reviews
Coordination with testers, test managers and business departments to ensure quality and smooth production rollout
Active involvement in release planning and deployment coordination, including test preparation, cutover activities and rollback strategies
Analysis and sustainable resolution of issues in the IAM production environment (2nd- and 3rd-level support)
Reproduction of complex errors, identification of root causes and implementation of lasting fixes
Creation of technical analyses and recommendations for operations and further development
Michael S.
Last position:
Director, IT at Austria Juice GmbH
- Directed IT operations across 13 sites in China, Romania, Poland, Hungary, Germany, Ukraine, and Austria.
- Built and led a new IT team with personnel based in Poland, Hungary, Romania, and Germany.
- Upgraded outdated IT infrastructure at sites in Austria, Germany, Romania, and Poland, enhancing clients, printers, networks, servers, storage, firewalls, and backups.
- Retired the legacy phone system and transitioned to Teams.
- Established and deployed AI tools, including Copilot and Zapier.
- Implemented NIS II readiness and achieved ISO 27001 certification.
- Eliminated inefficient business applications to enhance operational efficiency.
- Developed and executed new processes for operations technology, business process outsourcing, purchasing, human resources, and IT.
- Launched a new SAP Warehouse System.
- Established IT standards across all sites.
- Engaged effectively with internal and external stakeholders.
- Defined and monitored security KPIs, ensuring targets were met.
- Managed budgeting processes, achieving a 15% reduction in operational expenditure.
Jörg P.
Last position:
Process Manager (70%) / Business Analyst (30%) at T-Mobile Austria GmbH (Magenta)
- BSS system implementation for B2B / transformation of the central B2B system landscape
- End-to-end business responsibility for defining, structuring and prioritizing key B2B business processes as part of a complex BSS transformation.
- Work in an agile, SAFe-like setup with multiple teams involved, along with regular coordination with business, IT, solution design and architecture.
- Translation of business requirements into implementable epics, features, user stories, process models and acceptance criteria as the basis for technical implementation.
- Close collaboration with solution design and architecture to assess technical dependencies, interfaces, data flows and system impacts.
- Management of target process design as the basis for implementation in Infonova BSS.
- Interface management between business departments, IT, architecture, development and operational units, including facilitation of cross-functional workshops.
- Ensuring process consistency, governance, decision-making capability and business acceptance as part of the system implementation.
Plamen M.
Last position:
Head of Service & Operations Management at Raiffeisen Bank International
- Shaping service management framework as part of head office of RBI
- Service owner overseeing IT cloud services, accountable for overall quality, lifecycle, and success
- Managing customer relationships and satisfaction for 10 business units ensuring smooth business continuity and operations
- Single point of contact and service/process owner providing T-shaped expertise in IT domains, cloud platforms and services (AWS, Azure, Kubernetes, Salesforce, ServiceNow, Jira, Orca, CRM, GitHub, SFMC)
- ITSM/ITIL implementation and mentoring including design, definition, mapping, and execution
- Change and release management, UAT/test assurance, major incident management, SDLC management
- Managing regulatory and audit requirements, DORA, GDPR, ITPF compliance and reporting
- Acting as a point of escalation for complex customer issues, resolving conflicts, fostering a customer-centric culture
- People management: leading and managing service delivery teams, DevOps, vendors, and third-party teams
- Cross-tribe service delivery and contract management: KPIs, SLAs, OLAs, RPO, RTO, BCM/SCM management
- Agile/Scrum process delivery governance, stakeholder communication, and budget/cost management
Atif Y.
Last position:
Head of Technology at Quadrobotics R&D and Software Development Inc.
- Integrated cutting-edge software and hardware enhancements into quadruped robotic systems
- BARS Robotic Dog Platform: computer boards integrations, data link integrations, LTE, anti-jam datalink, RF datalink, satcom datalink integrations, GNSS integrations, GNSS-RTK integration, payload integrations, RCWS (5.56, 7.62 remote control weapon station integration), CBRN sensor integrations (chemical)
- AYBARS Robotic Dog Platform: computer boards integrations, data link integrations, LTE, anti-jam datalink, RF datalink, satcom datalink integrations, GNSS integrations, GNSS-RTK integration, payload integrations, RCWS (9 mm remote controlled gun-box integration), CBRN sensor integrations (chemical)
Raphael M.
Last position:
Team Lead / Head of Service Desk & Field Service at B&R Industrial Automation (ABB)
- Owned day-to-day IT operations for Service Desk, Field Service, and on-call support, ensuring business continuity for a multi-site environment
- Led the transition from Lotus Notes incident tracking to ServiceNow, defining process design, workflows, roles, and reporting
- Implemented a modern telephony system with integrated reporting, enabling real-time visibility of volumes, wait times, and SLA adherence
- Launched a customer self-service portal and on-site walk-in support model to improve first-contact resolution and user experience
- Designed, documented, and rolled out SLAs, delivering targeted training for engineers and stakeholders to drive adoption and compliance
- Acted as process owner for service operations, establishing operating procedures, request/change/incident interfaces, and quality controls
- Partnered with business and IS/OT stakeholders to prioritize demand, reduce operational risk, and improve service reliability
Sergiu M.
Last position:
IT Project Manager & Transformation Lead at OMV
- Program delivery: set-up of strategic initiatives from ideation to execution, designing cross-divisional operating models that streamlined delivery across 6 business units.+
- Large scale initiatives: IT project manager of eMobility mobile app development for entire group, cross-country and multi-year initiative, with budget oversight of >2Mn and 20 FTEs.
- Product lifecycle management: delivered the end-to-end SDLC of a key B2B digital mobility application, successfully launching to 10 000+ users while managing vendor partnerships and system architecture.
- Vendor oversight: successfully negotiated and managed multi-vendor contracts, with negotiated contract value of 30% with no impact on scope.
- Architecture definition: definition of system architectures to ensure scalable, cost-effective solutions for the pricing, logistics and mobility domains, integration of 3 back-end systems.
- Digital transformation & coaching: supported group-wide agile maturity as a coach, upskilling pool of over 40 professionals in Product Management to increase delivery predictability and ensure value-driven approach.
Thomas L.
Last position:
Interim Director of Telecommunications Operations at Plusnet
- Leading and restructuring operations departments
- Transforming into a digital ISP
- Managing support for telecommunications services (FTTx, xDSL, voice, DWDM, access)
- Network operations center (NOC)
- Managing customer satisfaction
Michael P.
Last position:
Strategy Consultant & Program Architect at Hypo Tirol Bank AG
- Portfolio Analysis & Migration Roadmap: Conducted structured analysis and risk classification of the HCL Notes infrastructure, created a prioritized migration portfolio with effort estimates as a key decision basis for management.
- Target Architecture & Modernization Concept: Developed the architecture strategy for retiring legacy applications, defined requirements for a centralized business process engine to reduce OPEX and licensing costs in the long term.
- Program Governance & Setup: Established roadmap and backlog structures as well as central project documentation (MS SharePoint), set up stakeholder management for the Notes decommissioning program.
Josef Christian P.
Last position:
Project Manager for Implementing a SIEM Solution at German Armed Forces
- Set up a SIEM solution while following a predefined ITSM process of the German Armed Forces
- Familiarization with the ITSM processes
- Organizational distribution of the project team across Germany
- Taking over an ongoing project until go-live
Timo C.
Last position:
Freelancer (SAP and AI) at Timo Casanova e.U.
Specialized in SAP architecture, SAP Basis, S4, SAP Migration - R3 and IT infrastructure (on-premise and cloud)
Leading complex SAP S/4HANA implementation and migration projects
Consulting on and optimizing SAP landscapes for large enterprises
Developing custom IT infrastructure solutions for SAP environments
Managing projects from concept to go-live, including post-implementation support, ensuring best practices
Discover over 15,000 top freelancers
Statistics of experts using IT Service Management
Aggregated from the professional profiles of matched freelancers.
Experience
25 years
Position duration
2.8 years
Positions per freelancer
14
Top business areas
Information Technology, Project Management, Operations
Top industries
Information Technology, Banking and Finance, Professional Services
Certification focus areas
Information Technology, Project Management, Operations
Bachelor's degree or higher
80%
Master's degree or higher
65%
Doctorate
5%
Certifications per freelancer
6
Most common languages
English, German, French
Speak two or more languages
100%
Based on our profile pool as of 29 Oct 2026.
Daily rate distribution
The chart shows how the daily rates of experts in this technology in Austria 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 in Austria 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 29 Oct 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 (88%)
- Banking and Finance (58%)
- Professional Services (58%)
- Telecommunication (54%)
- Government and Administration (42%)
- Insurance (38%)
- Transportation (38%)
- Automotive (33%)
Please note that freelancers can work across multiple industries, so percentages overlap.
About the technology
What ITSM covers
IT Service Management, commonly called ITSM, organizes how an organization plans, delivers and improves technology services. It connects people, processes and tools across the service desk, infrastructure, applications and business operations. The goal is dependable service, clear ownership and measurable improvement rather than isolated technical fixes.
Core service processes
ITSM specialists establish practical workflows for incidents, service requests, problems, changes and releases. They define priority rules, escalation paths, service-level commitments and knowledge management. Strong processes reduce repeated disruptions while giving users a clear route to support and giving teams reliable operational information.
- Incident and request management
- Change, release and configuration control
- Problem management and root-cause analysis
- Service catalogs, knowledge bases and reporting
Tools and frameworks
The ecosystem includes ServiceNow, Jira Service Management, BMC Helix, Freshservice and other service management suites. Specialists may also work with CMDBs, discovery tools, monitoring integrations, identity systems and collaboration software. ITIL 4 provides widely used guidance, while ISO-aligned controls and internal operating models shape how each organization applies it.
When companies need specialists
Companies bring in freelance ITSM professionals during tool implementations, process redesigns, audits, service transitions and periods of operational change. External expertise is also useful when a service desk has inconsistent workflows, weak asset data or limited reporting. In Austria, specialists may support distributed teams remotely or combine remote delivery with on-site workshops where local coordination matters.
- Implementing or improving ServiceNow or Jira Service Management
- Migrating service data and integrating operational tools
- Creating a service catalog and CMDB approach
- Preparing teams for new processes and controls
Skills that make a difference
A capable professional combines process knowledge with practical configuration and communication skills. They can translate business services into request models, map dependencies, write usable documentation and guide stakeholders through change. Useful adjacent skills include IT operations, cloud services, cybersecurity, asset management, automation, data analysis and service design.
How quality is assessed
Look for evidence of comparable ITSM environments, not only familiarity with a software brand. A strong specialist explains trade-offs, starts with current-state discovery and leaves behind maintainable workflows, clean data and clear documentation. Quality also shows in adoption: users understand the service catalog, support teams follow consistent procedures and leaders receive information they can act on.
Frequently asked questions
Key details about IT Service Management, drawn from the questions we get asked most.
IT Service Management is used to plan, deliver, support and improve technology services for employees or customers. It covers service desks, incidents, requests, changes, problems, assets, configuration data and service reporting.
ITSM covers more than traditional IT support. A service desk mainly handles user issues, while ITSM also defines how services are designed, changed, measured, documented and improved across the organization.
IT Service Management work often involves ServiceNow, Jira Service Management, BMC Helix or Freshservice. Depending on the assignment, specialists also connect monitoring, identity, asset, discovery, collaboration and automation tools.
ITSM specialists often combine process expertise with IT operations, cloud services, cybersecurity, configuration management and service design. Experience with workflow automation, data quality, reporting and stakeholder training is also valuable.
IT Service Management projects need different levels of experience depending on scope. A focused workflow or catalog adjustment may suit a hands-on specialist, while a broad operating-model change requires someone who can lead discovery, governance, adoption and complex integrations.
ITSM work can often be delivered remotely through workshops, configuration sessions, documentation and online training. On-site collaboration may still help with process discovery, stakeholder alignment or service desk changes, especially when teams prefer German-language sessions.
A strong IT Service Management specialist can show comparable service environments, explain design decisions and connect process changes to operational outcomes. Ask how they handle current-state assessment, data quality, integrations, documentation and user adoption.
ITSM does not require every organization to apply ITIL in full. ITIL 4 can provide useful guidance, but the right approach depends on service complexity, regulatory expectations, existing processes, organizational culture and the tools already in place.
The average hourly rate of freelancers in Austria who have used IT Service Management in their recent projects is 103 €, which corresponds to a daily rate of about 827 € based on an 8-hour working day.
Of the freelancers in Austria who have used IT Service Management in their recent projects, 80% hold at least a Bachelor's degree, 65% hold at least a Master's degree, and 5% hold a doctorate.
On average, freelancers in Austria who have used IT Service Management in their recent projects have 25 years of professional experience, with a single engagement typically lasting around 2.8 years.
The most common languages among freelancers in Austria who have used IT Service Management in their recent projects are English (100%), German (96%), and French (25%).
The most common industries among freelancers in Austria who have used IT Service Management in their recent projects are Information Technology (88%), Banking and Finance (58%), and Professional Services (58%).
The most common business areas among freelancers in Austria who have used IT Service Management in their recent projects are Information Technology (100%), Project Management (88%), and Operations (67%).
Main locations of FRATCH Experts, who have recently used IT Service Management
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.
Vienna Graz 
Vienna Countries:
- Germany
- Austria
- Switzerland
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