IT Service Management Experts in Dortmund
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Meet FRATCH Experts in Dortmund, who have recently used IT Service Management
Detlef M.
Last position:
Managing Director at AmenaCon GmbH
- Challenging consulting services as well as interim, transformation, program and project management
- Program Manager for dormakaba International Holding AG: responsible for the SAP rollout in the German subsidiary consisting of 16 projects for Sales, Service, Operation and Finance, preparation through a fit template pre-project, development and formulation of end-to-end business processes, guidance and coaching of the business in use case and technical concept creation, introduction of integration test concept and implementation of integration tests
- Senior consultant for AGRAVIS Raiffeisen AG: specification of ITSM processes Incident and Release Management based on ITIL, examination of implementation options with SAP Solution Manager, managing the cutover of an SAP project
- Interim manager for bofrost DL GmbH & Co. KG: analysis and redesign of the existing business process model, management of strategic PMO including control of project portfolio management (up to 40 projects), project initiation process management, coaching of project managers, comprehensive reporting, ensuring economic viability of all projects, direct reporting to the advisory board, guidance for process and ITSM areas, management of strategic program including greenfield approach, system landscape redesign, end-to-end process introduction, CRM POC and platform provider beauty contest, development of target specifications using LEAN A3, design and implementation of POC with two platform providers
- Program Manager/PMO/PPM for Henkel KGaA global SCM consolidation: management of international template team for SAP landscape redesign, management of strategic partner Accenture
- Program Manager/PMO/PPM for Henkel KGaA migration from SAP BW to Microsoft BI: complete development lifecycle, transition of services to Accenture and hosting from HP to IBM, implementation according to PMI-based and agile standards, management of 20 projects, turnaround program setup, root cause analysis, contract amendments, governance, reporting, controlling, coaching of up to 60 employees, 20 MEUR budget, all milestones achieved on time and within budget
- Program Manager/PMO M&A IT for Henkel KGaA: SAP rollout and infrastructure transition worldwide after acquisition, carve-out management, onboarding of approx. 5 000 new SAP users, consolidation of servers and data centres, management of 30 projects across WEU, CEE, LA, NA and AP, PMI-based implementation, governance setup, coaching of up to 150 employees, 85 MEUR budget, 300 people worldwide, international tender management with providers such as Accenture, IBM, HP and Cisco, program completed on time, on quality and below budget
- Interim Manager for Bertelsmann AG: strategic IT sourcing program for Corporate CIO including six projects, planning, controlling, reporting, coaching, quality management, stakeholder management, contract transitions, development of system to verify savings, achieved 20% above planned savings
- Interim Manager IT Governance for Henkel KGaA: professionalisation of IT service management, audit and development of PMI-based project management process with group adaptations, group-wide rollout of ITIL processes incident, problem and change management
- Agile project for ALDI-Sued: finalisation and implementation of demand management process for IT requirements with interfaces to other processes and service catalogue
- Senior Consultant for hagebau IT GmbH: analysis of business processes, conception and implementation of NDA, RFI and RFP for Managed IT Services tender with EUR 30 million volume, transition planning of two data centres to Atos managed services, development of service catalogue and cost allocation model
- Interim Manager for Henkel KGaA: development of international resource management system for global IT to improve cost and capacity control, agile planning, controlling and scope management, realization of 25% capacity reserves
- Interim Manager for Netrada GmbH: professionalisation of IT service management, conception and creation of 16 SLAs, process analysis and documentation, service quality objectivisation reducing ad hoc workload by approx. 20%
- Senior Consultant for Saudi Telecom: introduction of PMI-based project management process, development of PMO, coaching of employees, support in acquisition of customer projects by applying the introduced method
Thomas S.
Last position:
C-level consultant for transformation and organizational development at Primeo Management AG, Basel / Paris
Organisation: International energy provider in a regulated market environment with around 900 employees.
Responsibilities: Responsible for managing and prioritizing a company-wide transformation and initiative portfolio in the energy sector. Directly involved in the governance and decision-making logic of the organization with a focus on governance, IT management, prioritization and implementation of strategic initiatives across business and IT areas.
Results:
- Introduced a company-wide portfolio management system for structured prioritization and management of strategic business and IT initiatives.
- Established clear governance, decision and control mechanisms to sustainably improve execution capability across the entire organization.
- Integrated HR, capacity and organizational management into an overarching management logic to enhance transparency and decision quality.
- Directly supported executive management by moderating and structuring strategic decision-making processes at both executive and supervisory board levels.
Andre P.
Last position:
IT-Service Operations Manager at Westnetz
- Ensuring implementation of the group policy for functional control of digital technology
- Assessing the impact of the group policy on Westnetz
- Developing an implementation strategy for the management board's decisions
- Communicating at department head level and identifying potential areas for action
- Initiating a two-phase GreyIT project with evaluation and implementation phases
- Providing conceptual support in establishing a service and product organization
- Defining premises in service design
Michael P.
Last position:
Interim Manager & Process Consultant at Pschibilla Consulting
- Development of organizations (Business Excellence, E2E process management, Lean Management, Agile Collaboration)
- Optimization and automation of E2E business processes
- Salesforce | CPQ, Sales & Service Cloud, SAP interface
- Focus topics: e-mobility | Operations | Order Entry, Fulfillment, Billing, Service
Marcel R.
Last position:
Team Lead 1st-Level Support – supporting 1st, 2nd and 3rd level support
- Established and led the 1st-level support team of 6 employees
- Shift planning
- Conducting and designing training sessions to optimize service processes
- Setting up and maintaining a knowledge base for the support team and end users
- Rolling out MFA and Windows Hello/Conditional Access, as well as troubleshooting and documentation
- Migrating Exchange on-premises to O365 (approx. 320 users)
- User administration/access management for multiple global locations
- Supporting external employees and companies with access to internal systems and resources
- Dispatching and prioritizing incoming support cases
- Rolling out the current system build for Windows 10 devices
- Monitoring the monitoring tools and creating escalation tickets as required
- Maintaining DNS records and zones
- Replacing hardware – servers and clients
- Reporting
- Tools used: ManageEngine, Zabbix, AD, Entra, Exchange, Windows 10, 11 and Server, Q.Wiki, O365
Christian F.
Last position:
Deutsche Post DHL Group
- Leadership development training
- ITIL
- Prince2
Discover over 15,000 top freelancers
Statistics of experts using IT Service Management
Aggregated from the professional profiles of matched freelancers.
Experience
26 years (Germany: 24 years)
Position duration
2.3 years (Germany: 3 years)
Positions per freelancer
9 (Germany: 15)
Top business areas
Information Technology, Project Management, Operations
Top industries
Information Technology, Healthcare, Transportation
Certification focus areas
Project Management, Information Technology, Human Resources
Bachelor's degree or higher
75% (Germany: 82%)
Master's degree or higher
50% (Germany: 46%)
Certifications per freelancer
4 (Germany: 6)
Most common languages
German, English, French
Speak two or more languages
100% (Germany: 97%)
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 Dortmund 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 Dortmund 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 (83%)
- Healthcare (50%)
- Transportation (50%)
- Utilities (50%)
- Education (33%)
- Energy (33%)
- Banking and Finance (33%)
- Professional Services (33%)
Please note that freelancers can work across multiple industries, so percentages overlap.
About the technology
Service focus
IT Service Management brings structure to how IT supports the business. It covers the full life cycle of services, from request handling and incident response to change control, asset tracking, and service reporting. Strong work in this area keeps support predictable and service quality visible.
Typical work
- Design or improve incident, request, problem, and change processes
- Set up service catalogues, approvals, and workflow rules
- Define SLAs, OLAs, and escalation paths
- Build reporting that shows ticket trends and service health
Tools and methods
Many projects centre on ITIL practices and tools such as ServiceNow, Jira Service Management, or BMC Helix. Specialists also work with CMDB structures, knowledge bases, automation rules, and integration points to connect support work with asset, monitoring, and identity systems. The best experts keep the process usable, not just documented.
When to bring in help
Companies usually look for freelance expertise when a service desk needs a reset, a platform rollout is blocked, or process owners want cleaner workflows. In Dortmund, this often fits organisations with large internal IT teams, industrial operations, or shared service centres that need clear service governance. Remote work is common, but workshops and handover sessions may benefit from on-site time.
What strong specialists do
Strong professionals translate business needs into practical service processes. They can map pain points, align teams around ITIL terms, and make sure tickets, approvals, and records reflect how work really happens. They also know where to simplify, because overbuilt workflows slow support down.
What to check
A solid expert should understand both process design and tool configuration. Look for evidence of service catalogues, incident and change models, CMDB hygiene, reporting, and stakeholder communication. Good IT Service Management work is clear, measurable, and easy for support teams to run day to day.
Frequently asked questions
Not sure where to start with IT Service Management? These answers cover the essentials.
IT Service Management is used to run IT support in a controlled way. It defines how incidents, requests, changes, and problems move through the organisation so users get consistent service and teams keep visibility over workload. In many companies, it is the backbone of service desk and operations work.
ITSM is the wider discipline of managing IT services, while ITIL is a well-known framework that helps shape those practices. Many teams use ITIL ideas for incident, problem, and change management, but the actual service model may also include company-specific workflows and tool settings. A good freelancer should know both the theory and the day-to-day process reality.
A strong IT Service Management specialist often works with ServiceNow, Jira Service Management, or BMC Helix. They may also touch CMDB structures, knowledge bases, workflow automation, and reporting dashboards. The exact stack depends on how mature the service processes are and how much integration is needed.
Beyond IT Service Management, useful skills include process analysis, stakeholder communication, data mapping, and basic integration thinking. Many projects also benefit from knowledge of ITIL, service catalog design, and change governance. If the work involves tooling, hands-on experience with forms, workflows, and access models helps a lot.
For IT Service Management, the right level depends on the task. A simple process cleanup may need someone who knows ticket flows and service desk habits, while a platform rollout or CMDB redesign calls for deeper experience with governance and tool configuration. The best indicator is whether the expert has solved the same kind of service problem before.
Yes, most IT Service Management work can be handled remotely, especially process reviews, workflow design, and reporting. On-site time in Dortmund can still help for workshops, interviews, and go-live support when many teams need to align quickly. Many companies use a mix of both.
Look for clear examples of process outcomes, not just tool familiarity. A strong IT Service Management freelancer can explain how they improved incident handling, reduced manual steps, or made change control easier for users and support teams. Ask how they document decisions, manage stakeholders, and keep workflows maintainable after handover.
A freelancer working in IT Service Management should understand the current service model, ticket volumes, main pain points, and who owns each process. They should also know which tool is in place, what integrations matter, and how much change the organisation can absorb. That context helps them design practical improvements instead of generic templates.
The average hourly rate of freelancers in Dortmund, Germany who have used IT Service Management in their recent projects is 133 €, which corresponds to a daily rate of about 1,060 € based on an 8-hour working day.
Of the freelancers in Dortmund, Germany who have used IT Service Management in their recent projects, 75% hold at least a Bachelor's degree and 50% hold at least a Master's degree.
On average, freelancers in Dortmund, Germany who have used IT Service Management in their recent projects have 26 years of professional experience, with a single engagement typically lasting around 2.3 years.
The most common languages among freelancers in Dortmund, Germany who have used IT Service Management in their recent projects are German (100%), English (100%), and French (33%).
The most common industries among freelancers in Dortmund, Germany who have used IT Service Management in their recent projects are Information Technology (83%), Healthcare (50%), and Transportation (50%).
The most common business areas among freelancers in Dortmund, Germany who have used IT Service Management in their recent projects are Information Technology (100%), Project Management (100%), and Operations (83%).
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.
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