IT Service Management Experts in Austria
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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.
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.
Stavros V.
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 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
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
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 W.
Last position:
SAP Solution Architect, Focused Build Coach, Senior Consultant at Support 4 Enterprises
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
Roland M.
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
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.
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
2.8 years
Positions per freelancer
14
Top business areas
Information Technology, Project Management, Operations
Top industries
Information Technology, Professional Services, Banking and Finance
Certification focus areas
Information Technology, Project Management, Operations
Bachelor's degree or higher
80%
Master's degree or higher
70%
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 19 Sep 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 19 Sep 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%)
- Professional Services (63%)
- Banking and Finance (58%)
- Telecommunication (54%)
- Government and Administration (38%)
- Insurance (33%)
- Transportation (33%)
- Automotive (29%)
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 technology services are designed, delivered, supported and improved. It connects service desks, operational teams, business users and suppliers through clear processes, ownership and service targets. The goal is reliable service delivery that supports business work.
Core service processes
ITSM covers the full service lifecycle, from defining a service catalogue to handling disruptions and reviewing performance. Professionals structure incident, request, problem, change, release, configuration and knowledge management. They also establish workflows, approvals, escalation paths and reporting that teams can use every day.
Platforms and methods
The ecosystem includes ServiceNow, Jira Service Management, BMC Helix, Ivanti and other service management suites. Specialists work with ITIL practices, CMDBs, discovery tools, identity systems, monitoring integrations, asset records and automation. They connect these components so service data moves consistently between users, support teams and technical operations.
Typical project work
- Design a service catalogue and request portal
- Configure incident, problem and change workflows
- Improve CMDB structure, discovery and asset data
- Integrate monitoring, identity, collaboration and reporting tools
- Establish knowledge bases, self-service and service-level reporting
Freelance professionals may also lead platform migrations, process harmonization, tool rollouts or service desk improvements. In Austria, they often collaborate with distributed teams while aligning documentation and workshops with local language expectations.
When companies need specialists
Companies bring in ITSM expertise during platform selection, major implementations, reorganizations and service quality initiatives. External support is useful when internal teams lack capacity, when processes differ across business units, or when a growing service desk needs stronger governance. A specialist can assess the current model, prioritize practical changes and transfer knowledge to the permanent team.
What strong experts deliver
Strong ITSM professionals combine process design with hands-on platform knowledge. They ask how users and support teams actually work, then translate those needs into simple workflows, useful automation and dependable records. Look for clear documentation, sensible governance, integration awareness and evidence that changes were adopted rather than merely configured. Experience with regulated or complex environments can matter when access, auditability and supplier coordination are central.
Frequently asked questions
Key details about IT Service Management, drawn from the questions we get asked most.
IT Service Management is used to organize the delivery and support of technology services. It helps companies manage incidents, service requests, changes, problems, assets, knowledge and service performance through repeatable processes.
IT Service Management is the broader discipline of managing technology services. ITIL is a widely used set of practices and guidance within ITSM, but companies can adapt its principles alongside other methods, internal standards and platform capabilities.
A strong IT Service Management specialist often combines process design with platform configuration, CMDB and asset management, service reporting, automation and integration work. Knowledge of identity management, monitoring, cloud operations and change enablement is also valuable.
The right level of IT Service Management experience depends on the assignment. A workflow adjustment may need focused platform expertise, while a service transformation requires someone who can assess governance, stakeholder needs, data quality, integrations and adoption across the organization.
IT Service Management work is often suitable for remote collaboration because configuration, documentation, workshops and reporting can be handled online. On-site sessions may still help with service desk observation, stakeholder alignment or sensitive organizational changes, especially when teams are spread across Austria.
IT Service Management projects commonly involve ServiceNow, Jira Service Management, BMC Helix and Ivanti. The best platform depends on existing systems, process complexity, integration needs, governance requirements and the capabilities of the teams who will operate it.
Ask an IT Service Management professional to explain a comparable process problem, the decisions they made and how they measured adoption or service improvement. Review their documentation style, platform depth, approach to stakeholder needs and ability to keep workflows practical for support teams.
An IT Service Management assignment may involve discovery interviews, process mapping, platform configuration, data cleanup, integrations, testing, training and handover. Freelancers should expect to work across business and technical stakeholders, protect service continuity and communicate clearly with teams that use the processes every day.
The average hourly rate of freelancers in Austria who have used IT Service Management in their recent projects is 105 €, which corresponds to a daily rate of about 843 € 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, 70% 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 24 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%), Professional Services (63%), and Banking and Finance (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 (71%).
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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