IT Service Management Experts in Dortmund
matched in minutes from over 15,000 CVs with the power of AI.Hire experts who improve incident handling, change control, service catalogs, and ITIL-based workflows. Get vetted specialists for ServiceNow, Jira Service Management, and process design, matched fast and precisely with available freelancers.
Meet FRATCH Experts in Dortmund, who have recently used IT Service Management
Thomas Sternkopf
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 Pesarese
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
Detlef Marsch
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
Alexander Königschulte
Last position:
Subproject Manager IT Migration (Carve-out) at EWE / WCG
- Carve-out of Wärme+ customers from EWE to the new company WCG with around 24,000 metering points.
- Development of a migration approach, data migration, process redesign and migration.
- Management of service providers, reporting to the steering committee and executive management.
- Tools: Jira, SharePoint, Draw.io, SAP S/4, SAP PM, WILKEN (ENER:GY, P5), carve-out.
Michael Pschibilla
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 Rogmann
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 Fox
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
27 years (Germany: 24 years)
Position duration
2.2 years (Germany: 3 years)
Positions per freelancer
11 (Germany: 15)
Top business areas
Information Technology, Project Management, Operations
Top industries
Information Technology, Transportation, Utilities
Certification focus areas
Project Management, Information Technology, Human Resources
Bachelor's degree or higher
75% (Germany: 81%)
Master's degree or higher
50% (Germany: 45%)
Certifications per freelancer
5
Most common languages
German, English, French
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 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 30 Aug 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
About the technology
What it covers
IT Service Management, often called ITSM, turns support and operations into clear services. It helps companies define requests, incidents, changes, problems, and SLAs in a way teams can run every day. Strong experts shape the process, not just the tool.
Where it fits
ITSM is used in internal support, employee onboarding, access requests, service catalogs, and supplier coordination. It also supports regulated environments where traceable approvals and clean handovers matter.
Common stack
- ServiceNow configuration and workflow design
- Jira Service Management setup and queue design
- ITIL process mapping and service catalog structure
- Knowledge base, reporting, and automation rules
When to bring in help
Companies usually need freelance ITSM specialists when a rollout stalls, a process is messy, or a tool needs to be aligned with real work. They are also useful during migrations, audits, restructures, and shared-service setups. In Dortmund, this often fits teams that need on-site workshops plus remote follow-up.
What strong experts do
Good professionals keep service language simple and make ownership clear. They connect workflows, approvals, assignment rules, and metrics so the process works without extra noise. They also know when ITIL guidance helps and when the company needs a lighter setup.
What to look for
- Experience with incident, request, change, and problem processes
- Practical work in ServiceNow, ITIL, or Jira Service Management
- Clear documentation and stakeholder communication
- Ability to train support teams and keep handover clean
Frequently asked questions
Not sure where to start with IT Service Management? These answers cover the essentials.
IT Service Management is used to organize support work as repeatable services. It covers incidents, requests, changes, problems, and service reporting so teams know what happens, who owns it, and how work moves forward. Good ITSM also improves employee support and keeps approvals traceable.
No. ITSM is the broader practice of running IT as a set of managed services, while ITIL is a common framework that helps define good processes. Many companies use ITIL ideas without following every part of the framework.
IT Service Management is the operating model; ServiceNow and Jira Service Management are tools used to support it. A freelancer should understand both the process and the tool, because a good setup depends on matching workflows to the way the company actually works. If the process is unclear, even a strong tool setup will feel clumsy.
A strong ITSM specialist usually brings process design, workflow automation, reporting, and stakeholder communication. Knowledge of ServiceNow, Jira Service Management, CMDB concepts, and knowledge management is often important too. For many projects, change management and training matter as much as the tool itself.
That depends on the scope. A small service catalog cleanup may need one focused IT Service Management specialist, while a rollout or migration needs someone who can design processes, coordinate teams, and handle technical configuration. If the work touches several support groups, bring in proven experience early.
Yes, most ITSM work can be done remotely because process design, configuration, and documentation are easy to review online. On-site time helps when teams need workshops, access to internal stakeholders, or a quick reset of how support actually works. In Dortmund, many companies prefer a mix of both.
Look for concrete examples of clean process design, not just tool clicks. A strong IT Service Management expert explains why a workflow exists, how ownership is assigned, and how users will experience the service. Good documentation, calm communication, and practical automation are strong signs.
They should understand the current process, the tool landscape, and the pain points the company wants to fix. For ITSM work, it also helps to know which teams handle incidents, requests, approvals, and reporting, so the specialist can make changes without breaking handoffs. Clear access and a named contact speed up delivery.
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 27 years of professional experience, with a single engagement typically lasting around 2.2 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 (29%).
The most common industries among freelancers in Dortmund, Germany who have used IT Service Management in their recent projects are Information Technology (86%), Transportation (57%), and Utilities (57%).
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 (86%).
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 
Cologne 
Frankfurt 
Stuttgart 
Dusseldorf 
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
