IT Service Management Experts in Cologne
matched in minutes from over 15,000 CVs with the power of AI.Hire experts who design and run incident, problem, change, and request processes, improve service desks, and align ITIL-based workflows with business needs. Get fast, precise matching with vetted, available freelancers.
Meet FRATCH Experts in Cologne, who have recently used IT Service Management
Markus Blohm
Last position:
Consultant, Technical Project Manager at Lanxess
- Project: ESU Windows and SQL Server consolidation / Configuration Management in ServiceNow
- Creation of an as-is analysis of all servers worldwide
- Creation of an as-is analysis of all SQL servers worldwide
- Creation of requirements analyses for SQL and server migrations
- Coordination of requirements with partners for migrations to Hyper-V (on-premises) or Azure Cloud
- Moderation of jour fixe meetings
- Creation of roadmaps and solution models for server migrations
- Setup of test scenarios
- Moderation of workshops for the introduction of a Global Admin Team
- Creation of data models (CMDB) in ServiceNow
- Conducting workshops for the CMDB data model
- Creation of solution models for the CMDB
- Creation of seamless configuration and work documentation for the CMDB
- Creation of reports for license management
- Creation of KPIs for data quality in ServiceNow
- Creation of a service catalog
- Moderation of workshops for creating service requests
- Interface between needs analysis and ServiceNow development team
- Systems used: Windows 7, Windows 10, Microsoft Office 365/2010, Windows Server 20xx, SQL Server 20xx, SharePoint, Azure Cloud, Hyper-V, ServiceNow, various tools
Michael März
Last position:
Team Lead / Service Owner 2nd Level & ITIL at Creditreform
- Service owner of the receivables management platform Ikarus
- Management and coordination of external 1st-level service providers
- Team leadership and building ITIL-compliant support structures
- Managing the handover to 3rd-level support (internal & external, incl. vendor/development)
- Stakeholder management between the business unit, IT, and external partners
- Jira ticket automations and maintenance of Confluence documentation
Hüseyin Altuntas
Last position:
Business Analyst at Niedersächsisches Ministerium für Inneres, Sport und Digitalisierung
- Responsibility, also as rollout manager, for the successful transition of a basic OZG platform into the client's standard operations by planning and implementing measures along Service Transition and Service Operation according to ITIL, including workshops in a SAFe environment with more than 40 operational stakeholders
- Building and maintaining cross-organizational stakeholder relationships by organizing and running various information sessions on technical configurations and user guides (platform and EfA services)
- Designing and improving various operational and project documents such as the ITIL operations manual, OLA, SLA, service support concept and rollout instructions
- Modeling project-based processes according to BPMN 2.0, EPK and UML related to OZG services with the goal of integrating them into the operational e-government process landscape (SOA)
- Coordinating operational stakeholders and KPI reporting to the project management team using agile methods according to SAFe
- Tech stack / tools: Microsoft 365 (SharePoint, OneNote, Outlook, Teams), Skype for Business, Cisco Webex, ADONIS, MindManager, Jira, Confluence
Thorsten Heintke
Last position:
Program Manager at Telecommunications Industry
- Program Manager for a strategically highly relevant compliance project in the enterprise segment (C4)
- Leading 6 workstreams
- Setting up the project organization, establishing communication structures, project and budget planning, risk management
- Reporting to the CIO
- Facilitating steering committee meetings
- Facilitating critical solution processes
- Responsible for adapting the operating model of the IT organizations in Germany, the EU and India, including planning and managing the relocation of affected employees
Serdar Colak
Last position:
Consultant at Freelance
- ISO 27001 implementation & audit readiness
- NIS2 & DORA compliance support
- Interim / fractional CISO services
- IT risk & controls (ITGC, SOX, COBIT, BAIT)
- M&A and IT due diligence for startups/ventures
- Business continuity management (BCM, ISO 22301)
- Cybersecurity framework development (NIST, ISO, BSI)
- GRC tool advisory (Archer, ServiceNow)
Tanya Akin
Last position:
Excellence Lead / Collaboration Coach at EnBW AG
- Successfully transformed an established support/ITSM team into an agile product development team.
- Realigned a formerly cohesive DevOps team that had drifted apart by developing a shared strategy and improving collaboration with a more data-driven mindset.
- Took on the role of Product Owner during the extended absence of the original Product Owner while guiding the team toward self-organization and adopting a customer-centric perspective.
- Designed, developed and implemented an AI initiative to systematically tap into artificial intelligence potential within the business unit.
- Managed stakeholders and developed and conducted an AI Design Thinking workshop, including AI fundamentals and insights.
- Trained the excellence cluster (UX/strategy/agile methods) on artificial intelligence as a methodological competency in team coaching.
- Provided strategic consulting and coaching to the Demand & Innovation team on process optimization, focusing on efficiency gains and improved prioritization mechanisms.
- Developed and delivered tailored training to promote agile mindsets and practices for various audiences, from development teams to leadership levels.
- Facilitated large-group workshops to foster cross-department collaboration and improve communication structures.
- Introduced OKR methodology for strategic team alignment and to promote transparent performance measurement.
- Provided conflict coaching and mediation in critical team situations to create a trusting and productive work atmosphere.
- Supported change management with a focus on the Prosci methodology for the sustainable embedding of new ways of working and digital transformation.
- Member of the Leading X leadership team.
Eberhart Niemes
Last position:
Service and Change Manager; Project Manager at Uniper-Energy
- Project manager for transition and migration of IPC Trader Telephony to 3CX-based dispatcher and Cloud9-based trader telephony
- Planned and managed company-wide replacement of IPC Trader Telephony with 3CX and Cloud9 solutions
- Continuous improvement of implementation processes and development and execution of optimization measures
- Planned, coordinated and tracked delivery of IT equipment and service provision at all sites
- Led a team of IT site managers to ensure IT services were delivered on time, within budget and with required quality
- Defined project scope in coordination with all business resources
- Planned and executed software and hardware rollouts, including user support during implementation
- Communicated with key customers and service organizations and collaborated with traders, telephony architects, app owners, testers and technical IPC teams
- Conducted stakeholder analysis for creation and maintenance of change management processes
- Managed full change process: prepared change requests, defended them in change board, communicated at company and user level, and supported change implementation
Stanislav Stolberg
Last position:
Interim CTO / IT Consultant (Cloud & App Security · AI & Web3) at Deutsche Bank Group; Startups
- Spearheaded strategic and operational oversight of IT infrastructures to accelerate innovation and ensure audit-proof delivery.
- Acted as key liaison between management, business departments, and engineering, actively engaging in coding, cloud architecture, and CI/CD to resolve critical path challenges.
- Engineered and implemented an AI Governance Program to manage risks and ensure compliance with the EU AI Act, reducing AI use-case approval times from 8 to 3 weeks.
- Delivered and deployed secure AI systems into production (RAG-based knowledge platforms), resulting in a 35% decrease in standard support ticket volume.
- Established robust security standards and governance frameworks for APIs (OAuth2/OIDC, mTLS) and cloud platforms (AWS/GCP) to guarantee compliance and system integrity.
- Hardened cloud infrastructure by implementing Zero Trust principles and a comprehensive observability stack (logging/alerting), achieving 99.9% availability in a 24/7 on-call environment.
Thomas Ullrich
Last position:
Senior Consultant / PM Infrastructure Services & Workplace Migration at Freelance
- All Windows clients are managed in a hybrid, central AD
- Client standardization
- Implementation of information security policy requirements
- Development of new infrastructure services delivered as a managed service by a new provider
- New IT platform is a central and secure directory service
- M365 Azure AD
- MS terminal services
- Zscaler
- M365 cloud for workplace management
- PaaS / SaaS is procured through a new provider
Pierre Gronau
Last position:
Ansible Automation, Windows Third Level Support at DB InfraGO AG
- PRISMA project
- Ansible automation
- Windows third level support for Windows NT, Windows 2000, Windows 2013, Windows 2016, Windows 2019
Abdelhak Mahou
Last position:
Network Architect at Bechtle Managed Services GmbH
- Created as-is network documentation for a Bechtle customer
- Analyzed existing configurations and adjusted them
- Advised on Fortinet and Check Point products
- Troubleshot complex routing, switching and application issues
- Tools: MS Azure, FortiManager, Cisco Nexus & Catalyst, Cisco WLAN Controller, Citrix Netscaler SD-WAN, MS Visio, Checkpoint VSX, Wireshark
Serhat Küpeli
Last position:
Scrum Coach at Cologne University of Applied Sciences
- Supporting the application of agile principles and practices
- Training and coaching the Scrum team and leaders in agile ways of working and self-organization
- Running retrospectives and identifying continuous improvement actions
- Identifying impediments and coordinating actions to remove them
- Coordinating sprint planning, daily stand-ups, reviews, and retrospectives
- Supporting the management of project tools (JIRA, Confluence, Concept-Board)
- Establishing additional Scrum teams and promoting cross-team communication and metrics
Eren Cinkaya
Last position:
Scrum Master at IQmatix
- Promoting and applying agile principles and Scrum frameworks in multiple teams
- Facilitating Scrum events (e.g. Daily Stand-Ups, Sprint Plannings, Reviews, and Retrospectives)
- Supporting teams in removing impediments and blockers
- Implementing metrics (e.g. velocity, burndown charts) to monitor and improve team performance
- Successfully conducting workshops and training on agile methods and best practices
- Technologies: Jira, Confluence, Scrum
- Methods: Scrum framework
Nikolaus Betzler
Last position:
ICT Risk Management and Information Security at B. Metzler seel. Sohn & Co. AG
- Independently develop policies, guidelines, and frameworks for ICT risk management and information security
- Advise business units on ICT risk management and information security
- Further develop the ICT risk management framework that governs the identification, assessment, and control of ICT risks
- Evaluate the Information Security Management System (ISMS) and adjust it for new challenges
- Conduct risk analyses to identify and assess potential ICT risks and information security risks for the Metzler Group
- Advise on defining and implementing measures to reduce risks and improve the resilience of ICT systems
- Advise on ensuring compliance with relevant internal and external regulatory requirements (MaRisk, DORA, BAIT, BSI IT baseline protection, ISMS, ISO 27001, ISO 42001, ISO 27005, BCM ISO 22301)
- Advise on internal and cross-functional projects (SAP DORA compliance, Target2, Section 8a BSI Act)
Sebastian Thees
Last position:
Software Engineer / Cloud Engineer at OC Fulfillment GmbH
- Hybrid role as the first software engineer in the company to bootstrap the organization, laying out technical foundation and advising management on organizational aspects.
- Set up the SaaS platform architecture, selected languages and tools, and designed processes to deliver customer value quickly and reliably.
- Designed and implemented build and continuous deployment pipeline with multi-tenant approach enabling extreme scaling of the SaaS platform.
- Established initial ITSM and support processes, provided monitoring and alarming, and participated in the on-call team.
- Proposed new approaches to scale the platform and improve backend interfaces to mitigate bugs and communication overhead.
- Mentored new employees and served as a trustful team member and lateral leader.
- Conducted interviews for technical roles.
- Used technologies: Typescript, Node.js, Bash, Google Cloud Platform (App Engine, Cloud Run, Cloud Functions, Google Endpoints, Firebase), GitHub Actions, Docker, Terraform, MongoDB, Firebase, REST APIs, GraphQL.
Discover over 15,000 top freelancers
Statistics of experts using IT Service Management
Aggregated from the professional profiles of matched freelancers.
Experience
21 years (Germany: 24 years)
Position duration
1.9 years (Germany: 3 years)
Positions per freelancer
18 (Germany: 15)
Top business areas
Information Technology, Project Management, Operations
Top industries
Information Technology, Banking and Finance, Manufacturing
Certification focus areas
Information Technology, Project Management, Operations
Bachelor's degree or higher
69% (Germany: 81%)
Master's degree or higher
38% (Germany: 45%)
Doctorate
6%
Certifications per freelancer
7 (Germany: 5)
Most common languages
German, English, Turkish
Speak two or more languages
100% (Germany: 97%)
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 Cologne 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 Cologne 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
Core focus
IT Service Management covers the processes, tools, and controls that keep IT services reliable and usable. It spans incident handling, request fulfilment, change control, problem management, service levels, and asset oversight. Strong work in this area reduces downtime and makes support predictable.
What experts deliver
They shape day-to-day service operations and the rules around them.
- Service desk design and ticket flow
- Incident, problem, and change processes
- Service catalog and request models
- Knowledge, CMDB, and asset practices
- Reporting, KPIs, and governance
Common stack
ITSM work often sits around ITIL practices and tools such as ServiceNow, Jira Service Management, BMC Helix, or Ivanti. Experts connect these systems to identity, monitoring, and collaboration tools so support teams can act on alerts, approvals, and user requests without manual work.
When to bring in freelance help
Companies usually look for outside expertise during tool rollouts, process redesigns, audits, migrations, or when the service desk is overloaded. In Cologne, this often matters for organisations with mixed on-site and remote teams that need clear handovers, German-language documentation, and smooth coordination across business units.
What strong specialists do
- Translate business needs into workable service processes
- Configure tools without breaking governance
- Improve data quality in tickets, assets, and knowledge
- Keep changes controlled and service impact visible
- Train teams so new workflows stick
Quality signals
Good professionals ask about service ownership, approval paths, priority rules, and escalation paths before changing anything. They document process decisions, keep terminology consistent, and leave the platform simpler than they found it. The best work is clear, stable, and easy for support teams to use.
Frequently asked questions
Questions about IT Service Management? Start with the answers below.
IT Service Management is used to run IT support in a controlled way. It defines how incidents, requests, changes, and problems are handled so users get consistent service and teams know who owns each step.
ITSM is the overall discipline; ITIL is a common framework for the practices behind it, and ServiceNow is one of the tools used to implement it. A freelancer should understand the process model first, then the chosen tool.
A strong IT Service Management specialist usually knows process design, reporting, stakeholder communication, and basic platform administration. Helpful extras include CMDB design, asset management, knowledge management, and integration work with monitoring or identity systems.
A simple service desk setup may only need a specialist who knows the tool and core workflows. A broader transformation, such as introducing change control or redesigning the service catalog, needs someone who can balance process, governance, and adoption.
Bring in ITSM expertise when support is inconsistent, ticket quality is poor, approvals are slow, or a platform rollout is stuck. Outside specialists are also useful when internal teams lack time to document process ownership and clean up old workflows.
Most IT Service Management work can be done remotely because process design, tool configuration, and documentation are easy to share online. On-site time in Cologne helps when workshops need many stakeholders, when support teams want hands-on training, or when local language alignment matters.
IT Service Management specialists focus on service operations, not broad advisory work. They are strongest when the task is to shape support processes, configure ITSM tooling, and make governance practical for real teams.
Look for concrete examples of process changes, tool rollouts, and measurable service improvements. A good ITSM professional can explain why a workflow changed, how it will be supported after go-live, and what data will show whether it works.
The average hourly rate of freelancers in Cologne, Germany who have used IT Service Management in their recent projects is 106 €, which corresponds to a daily rate of about 847 € based on an 8-hour working day.
Of the freelancers in Cologne, Germany who have used IT Service Management in their recent projects, 69% hold at least a Bachelor's degree, 38% hold at least a Master's degree, and 6% hold a doctorate.
On average, freelancers in Cologne, Germany who have used IT Service Management in their recent projects have 21 years of professional experience, with a single engagement typically lasting around 1.9 years.
The most common languages among freelancers in Cologne, Germany who have used IT Service Management in their recent projects are German (100%), English (100%), and Turkish (24%).
The most common industries among freelancers in Cologne, Germany who have used IT Service Management in their recent projects are Information Technology (95%), Banking and Finance (62%), and Manufacturing (57%).
The most common business areas among freelancers in Cologne, Germany who have used IT Service Management in their recent projects are Information Technology (95%), Project Management (95%), and Operations (76%).
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.
Berlin 
Hamburg 
Munich 
Frankfurt 
Stuttgart 
Dusseldorf 
Dortmund 
Essen 
Nuremberg 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
