IT Service Management Experts in Essen
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Meet FRATCH Experts in Essen, who have recently used IT Service Management
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
Felix B.
Last position:
Digital Consultant and Solution Manager at Vorwerk SE & Co. KG
Introduction of a new digital product to the Chinese market as part of a global growth strategy.
Point of contact and coordinating interface between central product management, local Chinese teams and international stakeholders.
Management of the entire program to coordinate complex digital projects.
Successful market launch of a digital product in China (including successful certification for the Chinese market).
Balancing local requirements with global priorities while taking tax and regulatory requirements into account.
Introduction of a new way of working to improve collaboration and coordination across locations.
Development and implementation of a scaling strategy for the digital business model in China.
Use of Jira, Confluence, Miro, Scrum, agile working, SAFe.
Project language: English.
Frank D.
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 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
Dirk R.
Last position:
IT Operations / Service Management at Grant Thornton AG
- Support for the transition to the provider
- Quality assurance in developing operations manuals
- Operational performance management of the provider
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
Daniel J.
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 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
25 years (Germany: 24 years)
Position duration
1.7 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, Audit
Bachelor's degree or higher
70% (Germany: 82%)
Master's degree or higher
50% (Germany: 46%)
Doctorate
10% (Germany: 6%)
Certifications per freelancer
10 (Germany: 6)
Most common languages
German, English, Spanish
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 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 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 (100%)
- Manufacturing (79%)
- Professional Services (71%)
- Banking and Finance (57%)
- Insurance (50%)
- Telecommunication (50%)
- Energy (43%)
- Transportation (43%)
Please note that freelancers can work across multiple industries, so percentages overlap.
About the technology
Service foundations
IT Service Management, commonly called ITSM, organizes how technology services are planned, delivered, supported and improved. It connects business needs with repeatable processes for incidents, service requests, problems, changes, assets and service levels. The goal is dependable service delivery, clear ownership and a better experience for users.
Core practices
Strong ITSM work turns operational activity into controlled, measurable workflows. Experts establish governance while keeping processes practical for internal teams and external service providers.
- Incident and request fulfilment workflows
- Problem management and root-cause analysis
- Change enablement with risk controls
- Configuration and asset management
- Service catalogues, knowledge bases and service levels
Platforms and integration
The ITSM ecosystem includes ServiceNow, Jira Service Management, BMC Helix, Ivanti and other service platforms. Specialists configure forms, queues, approvals, knowledge content, automation and reporting, then connect the platform with identity services, monitoring, endpoint tools, enterprise resource planning and communication systems. ITIL guidance often provides a useful process reference without dictating every implementation choice.
When expertise matters
Companies bring in freelance ITSM professionals during platform rollouts, process redesigns, tool migrations and operating-model changes. External expertise is also useful when incident volumes rise, ownership is unclear or audit requirements expose gaps in documentation and control.
- Replacing spreadsheets or disconnected ticketing tools
- Standardizing service management across business units
- Preparing a ServiceNow or Jira Service Management implementation
- Improving reporting, automation and self-service
Essen collaboration
In Essen, ITSM projects can support industrial operations, logistics, energy, healthcare and office-based organizations with distributed users and critical systems. Freelancers may work remotely, on site or in a blended setup. Agree early on language expectations, workshop availability and access to operational teams, especially when processes span locations.
Choosing strong professionals
Look for experts who can connect process design with platform configuration and day-to-day adoption. Ask for examples of documented workflows, migration decisions, automation rules, service reporting and stakeholder training. Strong professionals explain trade-offs, protect data and controls, test changes carefully and leave behind maintainable configurations rather than isolated customizations.
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, requests, problems, changes, assets, knowledge and service-level expectations in a coordinated operating model.
ITSM defines the processes, roles, controls and service outcomes behind support work, while a ticketing tool mainly records and routes work. A platform such as ServiceNow or Jira Service Management can support ITSM, but configuration alone does not create effective service management.
A strong IT Service Management specialist often combines process design with platform configuration, reporting, workflow automation and service transition. Knowledge of ITIL practices, identity management, monitoring, asset data, integration methods and stakeholder communication is also valuable.
The right level depends on scope, platform complexity and the maturity of existing processes. A focused workflow improvement may need a specialist with targeted configuration experience, while a broad operating-model change calls for an expert who has handled governance, migration, adoption and cross-functional decisions.
IT Service Management work is often suitable for remote collaboration because workshops, configuration, documentation and reporting can be handled digitally. On-site sessions in Essen may still help when experts need to observe support operations, align local stakeholders or work with restricted systems.
ITSM can benefit organizations of different sizes when technology services need clearer ownership, repeatable handling and transparent priorities. Smaller teams may use a lean service catalogue and a few essential workflows instead of adopting every formal practice.
Ask an IT Service Management professional to explain a real process decision, including its risks, dependencies and effect on users. Review the quality of their documentation, testing approach, reporting logic and handover plan, not only the platform features they can configure.
Freelancers working with ITSM teams in Germany should clarify data access, security procedures, documentation standards and communication language before starting. Projects may involve German-speaking stakeholders alongside international teams, so the ability to document decisions clearly in the agreed language is important.
The average hourly rate of freelancers in Essen, Germany who have used IT Service Management in their recent projects is 114 €, which corresponds to a daily rate of about 913 € 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 25 years of professional experience, with a single engagement typically lasting around 1.7 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.
Berlin 
Hamburg 
Munich 
Cologne 
Frankfurt 
Stuttgart 
Dusseldorf 
Dortmund 
Nuremberg Request a free demo
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FRATCH CEO
