IT Service Management Experts in Essen
matched in minutes with vetted and available freelancersHire experts who design service processes, configure ITSM tools such as ServiceNow and Jira Service Management, and improve incident, change and request workflows. FRATCH connects you with precisely matched, vetted freelancers who are available when your project needs them.
Meet FRATCH Experts in Essen, who have recently used IT Service Management
Felix B.
Last position:
Digital Consultant and Solution Manager at Vorwerk SE & Co. KG
Launched a new digital product in the Chinese market as part of a global growth strategy.
Served as the link and coordinating interface between central product management, local Chinese teams and international stakeholders.
Managed the overall program to coordinate complex digital projects.
Successfully launched a digital product in China (including successful certification for the Chinese market).
Balanced local requirements with global priorities while taking tax and regulatory requirements into account.
Introduced a new way of working to improve collaboration and coordination across locations.
Developed and implemented a scaling strategy for the digital business model in China.
Used Jira, Confluence, Miro, Scrum, Agile ways of working, SAFe.
Project language: English.
Alwin G.
Last position:
IT Interim Manager & AI Strategist
- Founder of CheironX: AI-supported GRC management (ISO 27001, BSI IT-Grundschutz, TISAX, DORA)
- Strategic focus on Agentic AI and GenAI for modern IT Governance, Risk & Compliance Management
- IT interim management and strategic consulting
Frank D.
Last position:
Project Manager at TEAG Thüringer Energie AG
- Transition of Microsoft Azure operations to BTC AG
- Responsibility: Budget of 60k €
- Personnel: Managed 5 people
- Tools: Office 365, JIRA, Confluence
Daniel J.
Last position:
Information Security Consultant
NIS2 Implementation Project and ISMS Development Based on IT-Grundschutz
Municipal utilities, public-law institution
- Analysis of the current compliance status regarding the requirements of the NIS Directive (NIS-2, EU 2022/2555).
- Identification of critical infrastructures and processes within the organization.
- Development of an action plan to meet NIS requirements.
- Conducting a risk analysis in accordance with BSI Standard 200-3 as the basis for the security concept.
- Preparation of an individual security concept including technical and organizational measures according to BSI IT-Grundschutz.
- Preparatory support for an optional certification according to BSI IT-Grundschutz.
- Adaptation of existing security policies and development of new ones for access controls, incident management and data protection.
- Consideration of municipality-specific requirements and integration of the measures into the existing IT infrastructure.
- Documentation of the results and preparation of audit-ready evidence for audits.
Tools, languages and frameworks used: MS Office, Verinice, IT-Grundschutz (200-x), NIS-2 (EU 2022/2555), ISMS, AI-Act (EU 2024/1989)
Sileem H.
Last position:
Senior Consultant, Lead-Developer, Architect at Bundesamt für Informatik und Telekommunikation
- Company FROX (Schweiz), end customer: Bundesamt für Informatik und Telekommunikation.
- Consulting and development. ITSM Suite, development of a semi-generic REST API interface solution. Performance tuning.
Dirk R.
Last position:
IT Operations / Servicemanagement at Grant Thornton AG
- Support with the transition to the provider
- Quality assurance during the preparation of operating manuals
- Operational performance management of the provider
Kai-Uwe P.
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 Ö.
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
Arndt M.
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)
Victor V.
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 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
Carsten W.
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
Ercan Y.
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
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
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 years (Germany: 3 years)
Positions per freelancer
17 (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: 82%)
Master's degree or higher
50% (Germany: 47%)
Doctorate
10% (Germany: 6%)
Certifications per freelancer
9 (Germany: 6)
Most common languages
German, English, Spanish
Speak two or more languages
100% (Germany: 97%)
Based on our profile pool as of 29 Oct 2026.
Daily rate distribution
The chart shows how the daily rates of experts in this technology in Essen are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows the share of experts charging 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 29 Oct 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 (100%)
- Manufacturing (79%)
- Professional Services (71%)
- Banking and Finance (57%)
- Telecommunication (57%)
- Insurance (50%)
- Energy (43%)
- Healthcare (43%)
Please note that freelancers can work across multiple industries, so percentages overlap.
About the technology
ITSM foundations
IT Service Management, commonly called ITSM, organizes how technology services are designed, delivered, supported and improved. It connects people, processes, tools and service data so employees and customers receive dependable support. Typical practices include incident, service request, problem, change, release, configuration and knowledge management.
Service workflows
ITSM specialists turn business needs into practical service operations. They map request journeys, define ownership and escalation rules, establish service-level expectations and create reporting that shows where work is delayed. Their deliverables may include service catalogs, support models, process documentation, dashboards and operating procedures.
Tools and frameworks
The ecosystem includes ServiceNow, Jira Service Management, BMC Helix, Ivanti, Freshservice and ManageEngine ServiceDesk Plus. ITIL provides widely used guidance for structuring service management, while CMDBs, asset repositories, identity systems, monitoring tools and automation connect operational data across the environment.
- Configure incident, request, problem and change workflows
- Build service catalogs, approval paths and knowledge bases
- Integrate monitoring, asset, identity and collaboration tools
- Create dashboards and service-level reporting
When expertise helps
Companies bring in freelance ITSM professionals during tool implementations, process redesigns, mergers, audits, platform migrations and service desk transitions. External expertise is also useful when ticket volumes expose weak prioritization, when teams lack reliable configuration data or when an existing platform is used only for basic ticket tracking.
For organizations in Essen, collaboration can combine remote delivery with workshops on site. German and English language skills may matter when processes span local operations, shared-service teams and international stakeholders.
Skills that matter
Strong professionals understand service operations as well as the selected platform. They can facilitate workshops, model workflows, configure forms and rules, manage integrations, structure CMDB data and translate reports into operational decisions. Useful adjacent skills include ITIL practices, project delivery, business analysis, process mining, scripting, API integration, security and data governance.
Choosing quality
Look for evidence of a comparable ITSM rollout, not only tool familiarity. A capable specialist explains trade-offs, keeps workflows simple, documents configuration and tests changes with service users before release. They should also distinguish process problems from tooling problems and define how adoption, resolution quality and continual improvement will be assessed.
Frequently asked questions
Questions about IT Service Management? Start with the answers below.
IT Service Management is used to organize the delivery and support of technology services. It covers incidents, service requests, changes, problems, assets, configurations and knowledge so teams can work with clear responsibilities and repeatable processes.
ITSM covers more than ticket intake and assignment. Traditional help desk software may support basic support queues, while ITSM adds structured service catalogs, change control, configuration relationships, knowledge management, reporting and continual improvement.
IT Service Management commonly uses platforms such as ServiceNow, Jira Service Management, BMC Helix, Ivanti, Freshservice and ManageEngine ServiceDesk Plus. ITIL is a major source of guidance, while CMDB, monitoring, asset and identity tools extend the operational model.
A strong ITSM specialist often combines process design with platform configuration, API integration, reporting and data modeling. Experience with ITIL practices, service desk operations, project delivery, automation, security and stakeholder workshops is also valuable.
The required experience depends on the scope. A workflow adjustment may need focused platform knowledge, while a service transformation requires someone who can assess operating models, lead workshops, manage migration risks and guide adoption across several teams.
IT Service Management work is often suitable for remote collaboration because discovery, configuration, documentation and reporting can be handled online. On-site workshops in Essen may still help with stakeholder alignment, service desk observation and complex process decisions.
Review examples of comparable service processes, platform configurations and measurable operational improvements. A reliable ITSM professional asks about users and outcomes, documents decisions, tests changes, avoids unnecessary complexity and explains how the design will be maintained.
ITIL knowledge can show familiarity with service management concepts, but certification alone does not prove delivery capability. Also assess hands-on work with the relevant platform, integrations, CMDB or asset data, stakeholder communication and the ability to adapt practices to the organization.
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, 50% 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 26 years of professional experience, with a single engagement typically lasting around 2 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 (79%), and Professional Services (71%).
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.
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