IT Service Management Experts in Hamburg
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Meet FRATCH Experts in Hamburg, who have recently used IT Service Management
Udo Neubauer
Last position:
Project Manager / Rollout Coordinator at BWI
Rollout of printers and PCs
- Effective management of external service providers to ensure smooth operations.
- Planning and implementation of a global rollout for 150,000 clients.
- Carrying out a comprehensive risk analysis, including overall risk, site-specific risks, and security risks.
- Successful consolidation of two existing ServiceNow systems to optimize service management.
- Close coordination with program management to achieve the project goals.
Michael Müller
Last position:
IT PROJECT MANAGER (MS Exchange) at Statutory Health Insurance on behalf of Randstad Digital Germany (formerly AUSY Technologies Germany)
Migration from Exchange 2016 to Exchange 2019 and Exchange Online, as well as the introduction of a backup solution and an archiving solution. The goal was a secure, compliant, and high-performance modernization of the email and archiving infrastructure.
Responsibilities as IT PROJECT MANAGER: Overall project management and operational control / Ensuring adherence to costs and resources / Ensuring achievement of project objectives / Ensuring compliance with regulatory requirements and compliance guidelines, including ISMS, ITIL, and data protection regulations / Preparing and delivering management reports for the project sponsors and project committee / Coordinating interdisciplinary teams from Exchange, network, data protection, and IT security / Planning and executing the system migration from Exchange 2016 to Exchange 2019 / Planning and executing the system migration from Exchange 2019 to Exchange Online / Planning and implementing a backup solution for Exchange Online / Coordinating an EU-wide tender for an archiving solution including market analysis with potential vendors / Planning and implementing an archiving solution for Exchange Online / Coordinating and preparing the necessary BAS notifications in the project context / Coordinating and aligning with stakeholders (e.g. business units, external service providers, and suppliers) for requirements definition and implementation
Technical environment: MS Exchange 2016, MS Exchange 2019, MS Exchange Online, MS Office, MS Planner, MS PowerPoint, MS Project, MS Teams
Dominik Piecuch
Last position:
Head of IT at Aarsleff Spezialtiefbau GmbH
- Disciplinary and professional leadership of the IT and service team
- Definition and documentation of the Current Mode of Operation (CMO) in Confluence: application landscape, infrastructure, networks, backup & storage
- Development of the Future Mode of Operation (FMO) including process analysis & stakeholder interviews with all departments using BPMN and flowcharts
- Optimization of license management: reduction of ongoing software costs by approx. 17% p.a.
- Introduction and establishment of Jira as the central tool for project and service management
- Introduction and rollout of the HR software MindKey to digitize HR processes
- Introduction of a VoIP solution with Microsoft Teams incl. PSTN connection to replace classic telephony
- Introduction of the production and planning software OptiControl to digitize operational processes
- Rollout of Intune as a Mobile Device Management solution for Windows, iOS and Android
- Build-up of Power BI dashboards for machine park monitoring and financial reporting
- Planning and execution of the IT consolidation of two locations for 170 users
- Introduction of automated penetration testing with Pentera
- Coaching and mentoring the team in agile methods & project management
- Operational support in day-to-day business: administration, incident & change management
- Management of external service providers and assurance of the quality of outsourced IT services
- Responsibility for the IT budget incl. planning and controlling
- Direct reporting line to management with regular management reports on IT KPIs, budget and project status
Marleen Kertscher
Last position:
Atlassian Specialist E2E Processes at Energy, Water and Environment
- Atlassian & Business expert
- Lead of 1st, 2nd and 3rd level support, process mapping, process optimization, introduction of a project standard (global user management and documentation) and development of a collaboration platform to optimize teamwork, data management, reporting, ERP transformation
- The client is a sustainability-focused chemical park and offers its employees a full service for the Atlassian product suite. In addition, the adoption of the ERP software by employees, the improvement of data quality and internal exchange or collaboration should be promoted by sharing knowledge and best practices
- Process and standards development
- Project configuration and creation of technical concepts
- Workshops with employees
- Development of scalable solutions and processes and their optimization/automation
- Coordination with department process owners and management
- Process mapping and further development
- Data migration and data mining
- Lead as Scrum Master
- Dashboard for project management with project overview / development of reporting structures
Stephan Le Anh
Last position:
IT Generalist at SThree
- Software packaging and distribution with SCCM/MECM
- Application responsibility and support (50–100 applications)
- Documentation via ticket system
- User management via AD console
- Software updates and distribution
- Maintenance and updating of software packages
- Customizing scripts with PowerShell
- Rolling out and implementing new software
- Supporting IT security and compliance
Tools and software: Confluence, M365, Active Directory, Intune, Endpoint Management, SCCM/MECM, PowerShell, VMware Hardware: Lenovo, Cherry, Plantronics, Jabra + peripherals
Andreas Dietrich
Last position:
Interim Chief Technology & Product Officer at Babbel GmbH
- Restructuring for product-led growth in the field of digital user-centric tech product development language learning experiences
- Scaling empowered tech product teams
- Anti-fragile software engineering
Gunnar Wulf
Last position:
IT-Consultant at Independent Freelancer
- Enterprise and IT strategy
- Digital transformation
- Process and portfolio management
- Interim IT management
George Gambourg
Last position:
SAP Authorization Consultant/ SAP Authorization Consulting (Freelancer/SAP Consultant) at Publicly Listed Pharmaceutical Company
- Consulting on SAP authorizations and governance
- Conducting governance consultations, iteration support and project coordination
- Developing solutions for effective control and monitoring of SAP authorizations
- Creating concepts and recommendations
- Drafting detailed concepts to improve the assignment and management of SAP authorizations
- Providing clear recommendations based on established methods and best practices
- Creating/customizing authorizations for MM including MDG/MDM as well as FI, PP including AIRC Services within SAP Finance
- Reviewing existing structures and processes
- Analyzing and evaluating current SAP authorization structures and processes
- Identifying weaknesses and developing optimization strategies
- Conducting trainings and workshops
- Planning and delivering trainings and workshops for awareness
- Sharing knowledge in SAP authorizations, including role assignment, support during iterations and consulting on role development in the pharmaceutical environment.
Lasse Arndt
Last position:
Rollout and Transition Manager at International Retailer
- Analysis of the as-is IAM solutions and their functions
- Definition of the functional scope for the rollout
- Coordination of the internal rollout team regarding roles and activities for the international rollout initiatives
- Stakeholder communication across all countries and divisions, including approval processes for the works councils
- Change management design and implementation for the rollout project, including building a community and conducting community calls with divisions and countries
- Design and implementation of the release management process after the rollout of the minimum viable product
- Support in migrating existing solutions to the new solution
- Rollout execution in the countries and post-rollout follow-up
- Documentation of all processes, functionalities and responsibilities in Confluence
Dirk Laudan
Last position:
Project management; Coordinator
- Renovation, refurbishment and construction of two houses in Southern Europe.
- Organization and management of the trades, including hands-on tasks.
- Project management, coordination, documentation and execution.
- Preparation and execution of the sale of the land and buildings.
Olga Dick
Last position:
Freelance SAP Project Manager focusing on HR-IT (SAP HCM) at Self-employed
- Extensive experience in S/4HANA and ERP transformation projects
- Establishing efficient organizational structures
- Stakeholder management
- Process standardization
- Leading interdisciplinary teams
Frank Heimsohn
Last position:
Project Manager Database Upgrade at Bank
- Planning, coordination and tracking of tasks for database administration (DBA)
- Coordination with application developers and test managers (QA) involved in the project
- Migration of existing databases in several stages
- Coordination and communication with stakeholders
- Technologies: MariaDB
- Tools: MS Office, Confluence, Jira
- Methods: project management according to the client's process
- Project language: English / German
Marian Ludwig
Last position:
IT Service Manager specializing in Change Management at Salzgitter Digital Solutions GmbH
- Reporting and KPI evaluation of service quality
- Daily reconciliation of all planned changes
- Optimizing the change management process
- Exchange with the service center for quality assurance
- Escalation management with the client
- Asset management, including CMDB maintenance
Sebastian Nadjvinski
Last position:
Project Manager at Ikea Purchasing Services GmbH
- Setup and implementation of WMS for worldwide aviation and automotive sites
- 100% English project context
- Inquiry and contract management as well as service control and insurance
- Management and support through to the implementation of on-site services
Folke Mohr
Last position:
Program Management and PMO for Core System Replacement at Vereinigte Hagel VVaG
Discover over 15,000 top freelancers
Statistics of experts using IT Service Management
Aggregated from the professional profiles of matched freelancers.
Experience
21 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, Professional Services, Transportation
Certification focus areas
Information Technology, Project Management, Product Development
Bachelor's degree or higher
73% (Germany: 81%)
Master's degree or higher
45%
Certifications per freelancer
3 (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 Hamburg 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 Hamburg 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 control
IT Service Management keeps IT work structured, visible, and traceable. It covers how services are requested, delivered, supported, and improved across the business.
What they handle
- Incident, problem, and change handling
- Service request and approval flows
- SLA design and service reporting
- CMDB and asset process alignment
Common stacks
Strong specialists work with ITIL practices, ServiceNow, Jira Service Management, BMC Helix, and related workflow tools. They connect process design with ticket handling, knowledge content, and governance so teams can keep support predictable.
When to bring one in
Companies bring in freelance expertise when ticket queues grow, processes are inconsistent, or a new service desk tool is being introduced. In Hamburg, this is common in logistics, trade, media, and enterprise IT environments that need clear handovers between local and remote teams.
What good looks like
Good professionals map the current process before changing it. They write clear service rules, reduce unnecessary steps, and make sure reporting reflects how work really moves through support, operations, and change control.
Why it matters
IT Service Management is not just about closing tickets. It helps teams respond faster, keep service quality stable, and make IT easier to run across business units, vendors, and regions. For freelancers, it is a field where structure, communication, and practical process design matter as much as tool knowledge.
Frequently asked questions
What clients ask us most about IT Service Management — answered in short.
IT Service Management is used to organize how IT teams handle incidents, service requests, changes, problems, and knowledge. It gives companies a clear way to support users, keep services stable, and track work from intake to resolution. In many teams, it also defines who approves what and how service quality is measured.
No. ITSM is the broader practice of managing IT services, while ITIL is one of the best-known frameworks used to shape that practice. Many companies use ITIL ideas without following the framework word for word. A strong freelancer should understand the difference and adapt the process to the company’s tools and operating style.
A good IT Service Management setup often involves tools such as ServiceNow, Jira Service Management, or BMC Helix. The right specialist also works with knowledge bases, workflow automation, catalog design, and reporting layers. Tool choice matters, but process fit matters more.
A strong IT Service Management professional usually understands process design, service desk operations, change governance, and basic data reporting. Communication is important too, because the work often sits between support teams, operations, security, and business stakeholders. If the role includes platform work, knowledge of workflow configuration and integrations helps.
That depends on the scope. A simple service request catalog cleanup may need a specialist who knows the process and the tool well, while a full operating model redesign needs someone who can handle governance, stakeholder alignment, and rollout planning. For complex environments, the best fit is usually a freelancer with hands-on delivery, not just framework knowledge.
Yes, much of IT Service Management can be handled remotely because process mapping, documentation, configuration, and reporting all work well in distributed setups. On-site time can still help during workshops, stakeholder interviews, or service desk observations. In Hamburg, hybrid collaboration is often the most practical choice for teams that span local and international units.
Look for clear examples of process improvement, tool configuration, and stakeholder management. A strong ITSM expert explains how they reduced friction, improved handovers, or made reporting more reliable without overcomplicating the setup. Ask for concrete deliverables such as process maps, catalog structures, change models, or knowledge articles.
ServiceNow work is tool-specific, while IT Service Management covers the wider way a company runs support and service processes. A freelancer may be excellent at ServiceNow configuration but weak on process design, or the other way around. The best choice depends on whether you need platform changes, operating model work, or both.
The average hourly rate of freelancers in Hamburg, Germany who have used IT Service Management in their recent projects is 116 €, which corresponds to a daily rate of about 927 € based on an 8-hour working day.
Of the freelancers in Hamburg, Germany who have used IT Service Management in their recent projects, 73% hold at least a Bachelor's degree and 45% hold at least a Master's degree.
On average, freelancers in Hamburg, Germany who have used IT Service Management in their recent projects have 21 years of professional experience, with a single engagement typically lasting around 1.9 years.
The most common languages among freelancers in Hamburg, Germany who have used IT Service Management in their recent projects are German (100%), English (100%), and Spanish (35%).
The most common industries among freelancers in Hamburg, Germany who have used IT Service Management in their recent projects are Information Technology (82%), Professional Services (82%), and Transportation (53%).
The most common business areas among freelancers in Hamburg, Germany who have used IT Service Management in their recent projects are Information Technology (100%), Project Management (94%), and Operations (82%).
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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Stuttgart 
Dusseldorf 
Dortmund 
Essen 
Nuremberg Request a free demo
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Philipp Thomaschewski
FRATCH CEO
