IT Service Management Experts in Düsseldorf
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Meet FRATCH Experts in Düsseldorf, who have recently used IT Service Management
Felix Bauchspiess
Last position:
Digital Consultant and Solution Manager at Vorwerk SE & Co. KG
Launch of a new digital product in the Chinese market as part of a global growth strategy.
Contact point and coordinating interface between central product management, local Chinese teams, and international stakeholders.
Steering the full program management for the coordination of complex digital projects.
Successful market launch of a digital product in China (including successful certification for the Chinese market).
Balancing local needs with global priorities while taking tax and regulatory requirements into account.
Introducing a new way of working to improve collaboration and management across locations.
Developing and implementing a scaling strategy for the digital business model in China.
Used Jira, Confluence, Miro, Scrum, Agile work, SAFe.
Project language: English.
Alwin G.
Last position:
IT Interim Manager & AI Strategist
- AI product development: Design of an AI-supported GRC platform to automate compliance processes.
- AI expertise: Strategic deepening in Agentic AI and GenAI as a core asset for modern IT governance
- IT interim management and strategic consulting
Arndt Maas
Last position:
Project Manager for ServiceNow Vulnerability Response at Union Investment Services & IT GmbH
- Led the subproject for implementing Vulnerability Response as part of DORA
- Documented the current processes in compliance, risk & security
- Created the functional design for introducing application, infrastructure, and cloud vulnerabilities
- Agile management of the integration service provider, the technical department, and the company's cross-functional teams
- Integrated the V scanners Tenable, Qualys and Defender, as well as NVD and CISA/KEV
- Integrated GitLab Ultimate for importing and processing SBOMs
- Developed automation rules to match scan results with CIs in the CMDB, assign vulnerabilities and remediation tasks, handle approvals (false positives, exceptions) and closures
- Calculated multiple risk scores and priorities
- Defined dashboards and reports (Workspaces, Performance Analytics)
- Aligned the new processes, especially to improve the CMDB data quality (according to CSDM)
Frank Dostert
Last position:
Project Manager at TEAG Thüringer Energie AG
- Transition of Microsoft Azure operations to BTC AG
- Responsibility: budget of €60k
- Staff: leadership of 5 people
- Tools: Office 365, JIRA, Confluence
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
Rashmi Kondli
Last position:
Service Lifecycle Manager at Vodafone Group Services GmbH
Ensured 99%+ platform availability across Android, iOS, and web, maintaining zero customer-impact and zero P1 incidents through proactive monitoring and risk mitigation.
Led Incident, Problem, and Change Management with offshore operations and vendors, driving rapid issue resolution and improving product stability.
Partnered with QA teams and international OpCos to validate defects, reproduce issues, and enhance product quality using real-time customer insights.
Managed end-to-end lifecycle activities including platform migrations, infrastructure upgrades, certificate renewals, and integrations (Identity, API, Messaging).
Established operational excellence and governance by designing service support models, leading Early Life Support (ELS) and post-launch stabilization, delivering KPI reporting, and ensuring seamless transition from project to service management.
Product: Secure Net - Classic, Converged & Home Wifi Protect
Product Description: The all-in-one digital security service that helps keep you and your family safe online when using the Vodafone (Mobile and Broadband) network. Get alerts if your personal information shows up anywhere it shouldn't, whilst we find and block malicious content across all your devices using.
Clients: Vodafone OpCos - Spain, Italy, UK, Ireland, Greece, Turkey, Germany, Portugal, Romania
Role & Location: Service Manager for Lifecycle and Operations at Düsseldorf, Germany
Worked with/on: ITSM Remedy, Jira, Confluence, Splunk, Dynatrace, Tableau, Mongo DB, Google Analytics, App Follow
Levent Önder
Last position:
Senior Expert Transformation & Change Management at STC Services (Freelancer in cooperation)
- Developed an IT governance and oversight framework aligned with DORA requirements
- Coordinated and trained external service providers
- Optimized financial processes and performance
Orhan Yazar
Last position:
SAP Senior Consultant OTC/MM/WM/LE/CS/PS/GTS, C4C-Cloud (Sales, Services, E-Commerce) at High-Technologie
- Support and consulting for the integration of SAP ECC into an SAP S/4HANA system, retirement of legacy systems, implementation, and process optimization in the new harmonized system
- Project implementation of S/4HANA Cloud Private & Public Sales & Services with SAP SCM/OTC/MM/LE/CS/PS, S/4HANA Cloud, CPI, BTP, EDI, IDOC, ABAP, User-Exit, SolMan, ITIL, SAP Cloud AL
- Customizing and optimization in OTC and MM, including condition maintenance, document type and item category extensions, integration with FI/CO, scheduling agreement configuration, material master and purchasing info record maintenance, release procedures, message control, and master data quality
- Ensuring integration of PTP with FI/CO, SD, and WM, process analysis, and efficiency improvement for the S/4HANA environment
- Process modeling in Signavio, workshops, and trainings
- 2nd & 3rd level support in OTC, MM, CS, PS, C4C Sales & Services, GTS, and MDG: incident and change tickets, feasibility analyses, service management, embedded analytics, customizing, tests, documentation, training, debugging, IDOC/EDI monitoring
- SAP S/4HANA migration: data migration, system harmonization, global rollouts, and template development
- ABAP development and optimization: reports, dialog programs, user exits, IDOC/EDI monitoring
Federico Leefhelm
Last position:
Senior IAM Manager & Single Point of Contact for Information Security at EnBW Energie Baden-Württemberg AG
As the only large integrated energy company in Germany, EnBW covers the entire value chain - from energy production through distribution to customers. It expands its renewable energy sources, advocates for a socially responsible coal exit, and drives key technologies like green hydrogen. A rapid energy transition and achieving climate neutrality by 2035 are priorities for EnBW. Developed and implemented a holistic process view covering both technical and organizational aspects Ensured end-to-end control of all IAM-related technical services Established clear responsibilities and accountabilities within the IAM landscape Collaborated with different departments to identify and optimize a holistic architecture and act as Single Point of Contact (SPoC) for Information Security Introduced and monitored governance policies to ensure compliance and security Continuously improved IAM processes and systems through regular audits and evaluations Participated in external audits of the process as part of official ISO audits Further developed the policy for setting administrative requirements and procedures and aligned it with administrative units Conceptually advanced the KPI system to measure process quality
Victor Venegas Mendoza
Last position:
Founder and Independent Business Consultant at Tech Sphere Consulting
- Founded technology consulting practice delivering business strategy & operations, digital transformation, and enterprise tech & innovation services to telecommunications, cybersecurity, and IT enterprise clients, leveraging 15+ years of Fortune 500 sector expertise
- Developing digital transformation and modernization strategies for legacy system optimization, cloud-native implementations, and operational process enhancement using proven PRINCE2 and agile methodologies
- Building consulting frameworks for project & product management, portfolio governance, and business coaching services while establishing initial client relationships in EMEA markets
Wolfgang Schenk
Last position:
CIO / CDO / Project Manager AI Academy / Auditor of Operational Processes / Product Owner MS365 at F&P Executive Solutions AG
- Digitalization of accounting, signature/approval, and onboarding processes
- Restructuring of the IT department
- Introduction of a digital sales tool
- Implementation of an AI webinar series
- Introduction and optimization of information security
- Administration and optimization of the MS Office 365 environment
Adnan Karabegovic
Last position:
Chief Information Officer at ARLANXEO Deutschland GmbH
- Executed post-carve-out stabilization, system consolidation and cybersecurity uplift. Re-assessed system landscape and assets and designed new IT strategy for future. Implemented new IT operating model focusing on product-centric organization and re-internalization of critical resources.
- Successfully designed new IT operating model of the company, based on massive reduction of external dependencies, insourcing of key positions and upskilling of employees.
- Massive reduction of IT cost in the first three years (-40m$), bringing IT spend level below Gartner industry benchmark (1.27%).
- Introduced new product-centric organization based on fusion teams between business and IT across the company.
- Administered implementation of corporate-wide IT/OT cybersecurity program with more than 60 projects.
- Continuous improvement of enterprise IT/OT cybersecurity maturity level with significant increase in the first two years (CMMI >3.5, C2M2 >2.5).
- Governed successful implementation of the business transformation program within IT area by overachieving the savings target by $8m.
- Initiated and created new cloud-based data management platform based on best-in-class technology.
- Implemented first company-wide Microsoft Copilot AI program based on various business cases, leveraging GenAI and AgenticAI.
Thorsten Otremba
Last position:
Workstream Lead (WS) at Bank-Verlag GmbH
- Introduction of giro card with Visa Debit card payment function (Combocard) for Commerzbank
- Support for the Card Processing Team (card processing; Clearing & Settlement incl. Dispute Management teams) in project work
- Creation of requirements for the Clearing & Settlement team, Authorization team (AZ) and Card Production team (KP) as part of a requirements catalog
- Requirements engineering (requirements management) with business contact person
- Participation in workstream meetings between VISA Inc., SRC Security Research & Consulting GmbH, Commerzbank AG and consulting firms (PwC and Senacor Technologies AG)
- Sprint planning with Jira tickets of type Task and use of Confluence
- Creation and presentation of weekly status reports for the Clearing & Settlement, Dispute Management and Reporting & GUI workstreams
- Coordination with network and file transfer teams for connection tests of new interfaces, e.g. setup of host keys, use of VPN or sipnet connections
- Coordination of the delivery of test files, e.g. exchange rates (FX rates; TC 56 of VISA rates), VISA Debit and Credit transactions (format Base II) and EANSS/ISS Base II clearing files to the Debit Clearing System (DCS)
- Conducting coordination meetings on the use of Visanet Settlement Service (VSS) and PSD2 reports and payment traffic statistics (ZVS)
- Organizing workshops with FiServ (First Data) on Dispute Management and complaint handling
- Setup and maintenance of Open Point List (OPL) in Confluence
- Technologies/methods: Jira, Confluence, giro card, VISA Debit card, payments, Kanban board, BIN, routing, CIQ, VPAY, ScalaTest, Dispute Management
Thomas Weidauer
Last position:
Senior Project Manager at Siemens / Innomotics
- Carve-out of HR, SuccessFactors, PeopleHub, Concur, RLP and interface systems to an external international service provider
Kai V. Wulffen
Last position:
Process Manager in Operational Change Management at Jungheinrich AG
- Introduction of a central change process
- Technical support for the operational implementation of changes (ITIL technical change management)
- Co-design and technical implementation of digital processes
Discover over 15,000 top freelancers
Statistics of experts using IT Service Management
Aggregated from the professional profiles of matched freelancers.
Experience
20 years (Germany: 24 years)
Position duration
1.8 years (Germany: 3 years)
Positions per freelancer
16 (Germany: 15)
Top business areas
Information Technology, Project Management, Operations
Top industries
Information Technology, Manufacturing, Professional Services
Certification focus areas
Information Technology, Project Management, Product Development
Bachelor's degree or higher
72% (Germany: 81%)
Master's degree or higher
39% (Germany: 45%)
Doctorate
6%
Certifications per freelancer
6 (Germany: 5)
Most common languages
German, English, Spanish
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 Düsseldorf 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 Düsseldorf 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
IT service delivery
IT Service Management, often called ITSM, defines how a company handles IT requests, incidents, changes, and service quality. Strong specialists turn ad hoc support into clear, repeatable service processes. They help teams keep systems stable and users informed.
Common toolsets
- ServiceNow setup and process design
- Jira Service Management workflows and queues
- BMC Remedy and legacy ITSM migration
- ITIL-based service catalog, SLAs, and reporting
Good professionals know both process and tooling. They adapt the tool to the way the business works, not the other way around.
Where it is used
ITSM is used in internal IT, managed services, and shared service teams. It supports request fulfillment, incident triage, problem management, asset-linked service work, and release coordination. In Düsseldorf, it often matters in industrial, logistics, finance, and large enterprise environments.
When freelancers help
Companies bring in freelance specialists when they need a fast process fix, a tool rollout, or a cleanup after years of custom changes. They are also useful during audits, reorganizations, or platform moves. Remote work fits many ITSM tasks well, while workshops and stakeholder mapping in Düsseldorf can be easier on site.
What strong specialists do
- map current support flows and remove bottlenecks
- define clear categories, priorities, and escalation rules
- connect service workflows with asset and identity data
- improve knowledge bases, self-service, and reporting
The best experts keep users, support teams, and managers aligned. They document decisions clearly and leave processes that still work after the project ends.
Skills around the practice
ITSM work often sits next to ITIL, CMDB design, service catalog management, release coordination, and process governance. Many specialists also understand integrations, data quality, and change control. That mix matters when a company wants reliable service, not just a configured tool.
Frequently asked questions
Curious about IT Service Management? Here are the answers that come up again and again.
IT Service Management covers the processes a company uses to handle IT support and operations in a controlled way. That includes incidents, service requests, changes, problems, and service levels. It helps teams move from informal ticket handling to a clear operating model.
No. ITSM is the broader practice of managing IT services, while ITIL is a widely used framework for shaping those processes. Many projects use ITIL ideas, but the work can also be built around company-specific workflows and tools.
A IT Service Management specialist often works in ServiceNow, Jira Service Management, or BMC Remedy. The right tool depends on the company’s size, existing stack, and reporting needs. Good specialists can also handle integrations with identity, asset, and monitoring systems.
A strong IT Service Management freelancer should understand process design, stakeholder communication, and service governance. Knowledge of ITIL, CMDB structures, knowledge management, and change control is often important. Integration and data cleanup skills are a plus when the environment is messy.
A IT Service Management project often needs someone who has already delivered similar process or platform work, not just someone who has used a ticket tool. If the work includes redesigning workflows, creating a service catalog, or cleaning up a CMDB, proven hands-on experience matters. Smaller support tasks may need less depth than a full rollout.
Yes, much of IT Service Management can be done remotely, especially process design, configuration, documentation, and reporting. On-site time can still help for workshops, interviews, and aligning with local stakeholders in Düsseldorf. Many teams use a mixed setup.
Look for clear examples of outcomes, not just tool names. A strong IT Service Management specialist can explain how they improved ticket flow, clarified ownership, or simplified a service process. Ask for past project artifacts, process maps, or examples of measurable operational change.
If requests are routed badly, changes are risky, or no one trusts the service data, IT Service Management support is likely needed. Other signs are weak knowledge content, unclear ownership, and reporting that does not help decisions. Those issues usually point to a process and tooling gap, not just a staffing gap.
The average hourly rate of freelancers in Dusseldorf, Germany who have used IT Service Management in their recent projects is 118 €, which corresponds to a daily rate of about 944 € based on an 8-hour working day.
Of the freelancers in Dusseldorf, Germany who have used IT Service Management in their recent projects, 72% hold at least a Bachelor's degree, 39% hold at least a Master's degree, and 6% hold a doctorate.
On average, freelancers in Dusseldorf, Germany who have used IT Service Management in their recent projects have 20 years of professional experience, with a single engagement typically lasting around 1.8 years.
The most common languages among freelancers in Dusseldorf, Germany who have used IT Service Management in their recent projects are German (100%), English (100%), and Spanish (18%).
The most common industries among freelancers in Dusseldorf, Germany who have used IT Service Management in their recent projects are Information Technology (100%), Manufacturing (64%), and Professional Services (59%).
The most common business areas among freelancers in Dusseldorf, 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.
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Frankfurt 
Stuttgart 
Dortmund 
Essen 
Nuremberg Request a free demo
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Philipp Thomaschewski
FRATCH CEO
