IT Service Management Experts in Essen
in minutes with the power of AI and vetted, available freelancersHire experts who shape service desks, incident and change workflows, and ITIL-based operating models for internal IT teams. They bring structure to requests, problems, and asset processes, and fit quickly into on-site or remote delivery with fast, precise matching of vetted, available freelancers.
Meet FRATCH Experts in Essen, 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
Kai-Uwe Petzhold
Last position:
Technical Project Management at CHG Meridian AG
- CHG Meridian AG is a financial company focused on leasing in the areas of IT technology, logistics and medical technology and is regulated by BaFin. One part of the company is Return to Remarketing, where devices delivered to the technology center (notebooks, smartphones, tablets, etc.) are prepared for resale. The project I supported was responsible for enabling damage assessment of returned lease devices, documenting them visually in the form of pictures, enabling invoicing for the customer, and making the pictures available via the in-house customer platform. This was achieved through a combination of in-house development within the internal development department and the use of SaaS products. The second project was the transition of SaaS tendering software, purchased by the business unit, into the operations of the CHG IT department. Evaluation of security questions in relation to BaFin requirements, development of an authorization concept, implementation of single sign-on, documentation of the application in the CHG systems (CMDB, iKnow, etc.) and handover into operations.
Used technologies and methods: NIS2, DORA, agile software development, Scrum, Kanban, ServiceNow, SaaS, MS Teams, MS SharePoint, Active Directory, Entra ID, CMDB, incident management, change management, request management, service level agreement
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
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
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
Carsten Weinmann
Last position:
Managing Consultant - IT Outsourcing-Services (IT, Voice, Data) at Bank / insurance group (Savings Banks Group)
- Transforming complex AI use cases into practical solutions
- Analyzing IT/telecom end-to-end business processes from requirements to order (RACI), modeling with IBO Prometheus
- Risk management
- Assessing digitalization potential, AI, and strategic supplier analysis against the IT target picture
- Optimizing offer and cost calculation bases in strategic and operational IT procurement
- Optimizing supplier strategy (DSGV and financial institutions)
- Exploring various approaches to cost optimization and simplifying supplier management
- Optimizing contracts and licensing management (e.g., SAP, Microsoft, IBM, Cisco, BMC, etc.)
- Desk and field expediting with external partners
- Possible outsourcing and consolidation of services with fewer suppliers
- On-time handover of work packages within agreed time and budget
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.
Ercan Yüksel
Last position:
Digitalization Manager / SharePoint Manager at EBRO Armaturen GmbH
- Administration and enhancement of the SharePoint farm (M.Office 365)
- Migration using ShareGate
- Building a global employee portal
- Development of DMS and customer portal solutions
Daniel Jüntgen
Last position:
Information Security Consultant
- Enhanced quality assurance of documents, processes and required evidence in preparation for the upcoming KRITIS audit 2025.
- Reviewing and commenting on all relevant documents.
- Advising authors and document owners on inquiries and during the creation process.
- Supporting departments with IT security inquiries.
- Used tools/Frameworks MS Office, SharePoint, Jira, Confluence, ISO27001+, NIS-2 (EU 2022/2555), B3S (Statutory Health & Private Health Insurance), BSIG / IT-SIG 2.0, BSI-KritisV, BSI-C5, BSI Baseline Protection (200-2, 200-4), ServiceNow, RCE (EU 2022/2557), SGB, GDPR
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
25 years (Germany: 24 years)
Position duration
1.9 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
Project Management, Information Technology, Product Development
Bachelor's degree or higher
70% (Germany: 81%)
Master's degree or higher
40% (Germany: 45%)
Doctorate
10% (Germany: 6%)
Certifications per freelancer
10 (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 Essen 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 Essen 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
Service operations
IT Service Management, often called ITSM, defines how IT teams handle requests, incidents, problems, changes, and service levels. It turns daily support work into clear processes that users can trust. Strong experts keep the service model practical, not heavy.
Typical work
- Service desk and request fulfilment design
- Incident, problem, change, and release flow setup
- Service catalog, knowledge, and SLA work
- CMDB, asset, and configuration data cleanup
- Reporting for service quality and bottlenecks
Tools and methods
ITSM experts often work with ServiceNow, Jira Service Management, BMC Remedy, Ivanti, or Freshservice, depending on the stack. They also use ITIL language where it helps structure work. The best professionals know how to adapt the process to the tool, not the other way around.
When to bring in help
Companies hire freelance expertise when a tool rollout stalls, the service desk needs a reset, or change management is causing risk. This is also common during operating model changes, mergers, audits, and service catalog redesigns. In Essen, that often means working with internal IT, local operations teams, and remote specialists at the same time.
What strong experts do
A strong ITSM specialist understands both process and adoption. They can map workflows, clean up data, configure forms and queues, and train teams without overcomplicating the setup. They also know how to keep governance, user experience, and reporting aligned.
Signs you need one
- Tickets are handled differently by each team
- Changes create outages or unclear approvals
- The CMDB or asset data is unreliable
- Users cannot find the right service or request path
- Reports exist but do not support decisions
IT Service Management is not only for large IT departments. It is useful wherever support quality, traceability, and response discipline matter, including manufacturing, logistics, finance, and shared service environments in Germany.
Frequently asked questions
Questions about IT Service Management? Start with the answers below.
A strong IT Service Management freelancer helps define how support and operations work from request intake to closure. That usually includes incident, problem, change, service catalog, knowledge, and reporting flows. The goal is a process that teams can use every day, not a policy document that sits on a shelf.
No, but they are closely linked. ITSM is the wider practice of managing IT services, while ITIL is one of the best-known frameworks used to structure that work. Many companies use ITIL terms as a common language, but the actual setup can be lighter or more customized.
Bring in IT Service Management expertise when a rollout is stuck, support is inconsistent, or the tool no longer matches the process. It also helps during reorganizations, audits, or when a service desk needs clearer ownership. Outside specialists are useful when internal teams know the pain points but need a clean operating model.
The most common setup work happens around ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, Ivanti, and Freshservice. The right choice depends on existing workflows, integrations, and how much standardization the company wants. A good freelancer can work with the tool already in place or help evaluate a replacement.
A good IT Service Management specialist usually brings process design, stakeholder communication, and data handling skills. Knowledge of CMDB, asset management, reporting, and workflow configuration is often important too. If the role touches support operations, they should also understand service desk realities and user experience.
That depends on the scope. A process tune-up or catalog cleanup may only need focused expertise, while a full operating model redesign or ServiceNow rollout needs someone who has handled end-to-end delivery before. For complex environments, choose a freelancer who has worked through adoption, not just setup.
ITSM can work well remotely because much of the work is process mapping, tool configuration, and workshop facilitation. On-site time helps when teams need alignment, when service desk habits are hard to change, or when local language and stakeholder dynamics matter. In Essen, many projects use a mix of both.
Look for clear examples of what changed: better workflows, cleaner ownership, improved data quality, or less friction for users. A strong IT Service Management expert explains trade-offs, asks about current pain points, and does not force a generic ITIL template onto every situation. Good candidates can connect process design with real team behavior.
The average hourly rate of freelancers in Essen, Germany who have used IT Service Management in their recent projects is 115 €, which corresponds to a daily rate of about 916 € based on an 8-hour working day.
Of the freelancers in Essen, Germany who have used IT Service Management in their recent projects, 70% hold at least a Bachelor's degree, 40% hold at least a Master's degree, and 10% hold a doctorate.
On average, freelancers in Essen, Germany who have used IT Service Management in their recent projects have 25 years of professional experience, with a single engagement typically lasting around 1.9 years.
The most common languages among freelancers in Essen, Germany who have used IT Service Management in their recent projects are German (100%), English (93%), and Spanish (14%).
The most common industries among freelancers in Essen, Germany who have used IT Service Management in their recent projects are Information Technology (100%), Manufacturing (71%), and Professional Services (64%).
The most common business areas among freelancers in Essen, 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 
Dortmund 
Nuremberg Request a free demo
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Philipp Thomaschewski
FRATCH CEO
