IT Service Management Experts in Austria
matched in minutes from over 15,000 CVs with the power of AIHire experts who design service catalogs, incident and change workflows, and ITIL-based processes that keep support teams aligned. Get vetted, available specialists for ITSM tooling, process improvement, and service operations across Austria, matched fast and precisely.
Meet FRATCH Experts in Austria, who have recently used IT Service Management
Stavros Vougioukas
Last position:
Transformation & Change Lead (Freelance) at Sanofi
- Led the global transformation of Talent Operations by inhousing recruitment technologies, processes, and teams, reducing over 20 external partners to 2, defining the strategy to hire hundreds of internal talent specialists, and redesigning organisational structures and processes worldwide.
- Drove gap analyses and impact assessments and led the global rollout of Beamery, HireVue, and Paradox, covering solution design, pilot markets, global deployment, and hypercare, ensuring smooth market transitions and standardised operations.
- Developed and maintained detailed project plans, timelines, milestones, RAID logs, and governance routines, leveraging SharePoint as the central platform for programme documentation, rollout artefacts, approvals, and decision tracking.
- Coordinated cross-functional stakeholders including HR, IT, regional teams, and external vendors, using SharePoint-based documentation and governance frameworks to align requirements, manage dependencies, and resolve delivery issues.
- Conducted gap analyses and impact assessments across Paradox, Beamery, and Workday to ensure pilot readiness and global launch success, with outputs captured and governed through SharePoint.
- Built and executed comprehensive change management plans using ADKAR methodology, covering stakeholder mapping, communications, training, and adoption activities, supported by SharePoint-hosted enablement materials and rollout documentation.
- Broke down silos across regions and functions to drive adoption of new systems, processes, and ways of working.
- Tracked adoption metrics and user feedback post-deployment, driving continuous improvement in user experience and operational performance.
Michael Langer
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
Plamen Mirchev
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
Jerry Bousardo
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.
From 06/2024: IT consulting in project management and IT service management areas, providing PM/PMO coaching and support.
Raphael Mulenda
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 Mocian
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 Winkler
Last position:
SAP Solution Architect, Focused Build Coach, Senior Consultant at Support 4 Enterprises
Thomas Lücke
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
Herbert Fuchs
Last position:
Oracle Fusion Transformation Program Lead at Paper & Medical Device Manufacturer
- Heading up the Oracle Fusion transformation program
- Identification, impact analysis, recommendation & flawless initialization of IT restructuring with 60% headcount reduction covering organization, processes, technology
- Recommendation on change management approach
- Oracle Fusion migration rescue
Michael Polivanov
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 Pilz
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
Roland Malik
Last position:
Freelance Project Manager at Federal Ministry for European and International Affairs
- Managed the rollout subproject for the launch of the electronic file system at diplomatic missions worldwide
- Led a project to introduce EU-certified encryption for IP communication between headquarters and missions
- Led a project to implement a modern IAM (Identity and Access Management) solution
Timo Casanova
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
Michael Selinger
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.
Patrik Germann
Last position:
Engineering & Development at TOBG Services Ltd
- Increased system uptime and performance while decreasing costs. Managing server infrastructure for DLT and application services
- Design and implement AI-workflow automation
- Developed the stakit.io App using Redis, Prometheus, Grafana
- Creating a multi-AI chat App with advanced AI-integration
- Developing an AI-powered document analysis solution for in-house and service deployment
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
2.7 years
Positions per freelancer
14
Top business areas
Information Technology, Project Management, Operations
Top industries
Information Technology, Professional Services, Telecommunication
Certification focus areas
Information Technology, Project Management, Operations
Bachelor's degree or higher
79%
Master's degree or higher
68%
Doctorate
5%
Certifications per freelancer
5
Most common languages
English, German, 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 technology in Austria 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 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 30 Aug 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
About the technology
Service management scope
IT Service Management, often called ITSM, covers the processes and tools used to plan, deliver, and support IT services. It helps companies manage incidents, requests, changes, assets, and service levels in a structured way. Strong specialists turn support work into clear workflows and measurable service outcomes.
Common tooling
- Service catalog and request workflows
- Incident, problem, and change management
- CMDB, asset, and knowledge management
- ITIL-based process design and service reporting
ITSM work often centers on platforms such as ServiceNow, Jira Service Management, or BMC Helix, but the real value is in the process behind the tool. Good experts know how to configure the system without making the service model rigid or hard to use.
Where companies need help
Companies bring in freelance ITSM specialists when support is slow, workflows are inconsistent, or a new tool rollout needs structure. They also help during audits, mergers, shared service setup, and process cleanup after years of ad hoc ticket handling. In Austria, this often means working with internal teams in German and English across distributed IT organizations.
What strong experts do
Strong professionals understand both service operations and the people who use them. They can map handoffs, define priority rules, improve request forms, and keep change approvals practical. They also write clear documentation so support teams, service owners, and business users can work from the same process.
Skills around ITSM
A reliable specialist usually brings more than tool configuration.
- ITIL concepts and service governance
- Workflow design and automation
- Reporting, dashboards, and SLA tracking
- Integration with identity, monitoring, and asset tools
Good ITSM experts know how to connect service desks with monitoring, user management, and configuration data. They can also explain trade-offs between speed, control, and compliance without adding unnecessary complexity.
Results that matter
The best ITSM work makes support easier to run and easier to trust. That means fewer manual steps, cleaner escalation paths, and service records that people actually use. Whether a company is improving an existing ITSM setup or starting fresh with ITSM, the goal is the same: stable services, clear ownership, and less friction for everyone involved.
Frequently asked questions
Key details about IT Service Management, drawn from the questions we get asked most.
IT Service Management is used to organize how IT teams handle incidents, requests, changes, assets, and service levels. It gives support work a clear process so issues are tracked, routed, and resolved in a consistent way. Companies use it to make service delivery predictable and easier to improve.
ITSM is the broader practice of managing IT services, while ITIL is one of the best-known frameworks used to shape that practice. A strong specialist may use ITIL ideas for incident, problem, and change management, but the work should fit the company, not the other way around. Many teams use ITSM tools without following ITIL strictly.
A strong IT Service Management specialist often works with ServiceNow, Jira Service Management, or BMC Helix. The exact tool matters less than the ability to build clean workflows, service catalogs, approvals, and reporting. If a freelancer knows the platform but cannot design the process, the result is usually weak.
A strong ITSM freelancer usually understands workflow design, service governance, and basic integration work. Helpful adjacent skills include CMDB thinking, automation, reporting, and communication with support teams and service owners. For larger environments, knowledge of identity, monitoring, and asset management is especially useful.
IT Service Management projects need more than tool setup when processes are unclear or many teams are involved. Simple changes may only need a specialist who can clean up forms and routing, while a full redesign needs someone who can shape governance, roles, and escalation paths. The harder the service model, the more process depth matters.
Yes, ITSM work is often done remotely, especially for process design, platform configuration, and reporting. For workshops or rollout phases in Austria, some companies still prefer on-site sessions so stakeholders can agree on priorities and handoffs quickly. Many projects work best with a mix of both.
A strong IT Service Management specialist shows clear examples of process changes, not just tool clicks. Look for people who can explain why a workflow exists, how they reduced manual handling, and how they measure service quality. Good answers are practical, specific, and grounded in real support operations.
Before taking on ITSM, a freelancer should understand the current service model, key stakeholders, and which processes matter most. It also helps to know whether the project is about incident handling, change control, a new catalog, or a broader transformation. Clear scope makes the work faster and the outcome much better.
The average hourly rate of freelancers in Austria who have used IT Service Management in their recent projects is 107 €, which corresponds to a daily rate of about 858 € based on an 8-hour working day.
Of the freelancers in Austria who have used IT Service Management in their recent projects, 79% hold at least a Bachelor's degree, 68% 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 2.7 years.
The most common languages among freelancers in Austria who have used IT Service Management in their recent projects are English (100%), German (95%), and French (27%).
The most common industries among freelancers in Austria who have used IT Service Management in their recent projects are Information Technology (86%), Professional Services (68%), and Telecommunication (55%).
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 (86%), and Operations (68%).
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 
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Philipp Thomaschewski
FRATCH CEO
