IT Service Management Experts in Vienna
for reliable operations, matched in minutes with vetted freelancersHire experts who design service processes, configure ITSM platforms such as ServiceNow and Jira Service Management, and improve incident, change and request workflows. FRATCH matches you quickly and precisely with vetted, available freelancers.
Meet FRATCH Experts in Vienna, who have recently used IT Service Management
Peter G.
Last position:
Senior IT Project Manager at REWE Group
Datacenter audit and subsequent transformation program
- Initial situation: Following a critical outage, the datacenter was considered the cause. A traditional audit was to be put out to tender.
- My diagnosis: The technical architecture was not the core problem. The key issues were the incident, diagnosis, and recovery processes, as well as a lack of transparency regarding costs and dependencies.
- Impact: The audit was implemented pragmatically in-house. The results and budget foundations became the basis for a multi-year international transformation program. I was then retained as the preferred candidate for a central transformation stream.
Jerry B.
Last position:
Owner at DIGIPM Consulting e.U.
From 02/2023 to 05/2024: IT interim manager within an international construction chemicals group headquartered in Germany as Global TSA Manager in a carve-out project responsible for the IT workstream.
End-to-end management of an international IT carve-out and TSA program, including transition of five service providers, governance and operating structures, service continuity, provider performance, SLA/KPI and cost management, SIAM and supplier management, security services, operational readiness, and transition into stable operations.
From 06/2024: IT consulting in project management and IT service management areas, providing PM/PMO coaching and support.
Thomas W.
Last position:
SAP Solution Architect, Focused Build Coach, Senior Consultant at Support 4 Enterprises
Michael L.
Last position:
IAM Developer & IT Architect at Internationale Bank
Design and implementation of new functionalities in the areas of Lifecycle Management (LCM), Role Management (RLM) and Access Governance
Adjustment of the company-wide Segregation of Duties (SoD) matrix to ensure regulatory and internal compliance requirements
Further development and configuration of recertification processes
Creation and adaptation of custom workflows, rules and tasks in SailPoint IdentityIQ (BeanShell, XML, Java)
Use of static code analysis with SonarQube to ensure code quality and compliance with defined development standards
Regular code reviews within the development team to ensure quality, share knowledge and follow clean code principles
Work in an agile Scrum team with daily communication, sprint planning and reviews
Coordination with testers, test managers and business departments to ensure quality and smooth production rollout
Active involvement in release planning and deployment coordination, including test preparation, cutover activities and rollback strategies
Analysis and sustainable resolution of issues in the IAM production environment (2nd- and 3rd-level support)
Reproduction of complex errors, identification of root causes and implementation of lasting fixes
Creation of technical analyses and recommendations for operations and further development
Jörg P.
Last position:
Process Manager (70%) / Business Analyst (30%) at T-Mobile Austria GmbH (Magenta)
- BSS system implementation for B2B / transformation of the central B2B system landscape
- End-to-end business responsibility for defining, structuring and prioritizing key B2B business processes as part of a complex BSS transformation.
- Work in an agile, SAFe-like setup with multiple teams involved, along with regular coordination with business, IT, solution design and architecture.
- Translation of business requirements into implementable epics, features, user stories, process models and acceptance criteria as the basis for technical implementation.
- Close collaboration with solution design and architecture to assess technical dependencies, interfaces, data flows and system impacts.
- Management of target process design as the basis for implementation in Infonova BSS.
- Interface management between business departments, IT, architecture, development and operational units, including facilitation of cross-functional workshops.
- Ensuring process consistency, governance, decision-making capability and business acceptance as part of the system implementation.
Plamen M.
Last position:
Head of Service & Operations Management at Raiffeisen Bank International
- Shaping service management framework as part of head office of RBI
- Service owner overseeing IT cloud services, accountable for overall quality, lifecycle, and success
- Managing customer relationships and satisfaction for 10 business units ensuring smooth business continuity and operations
- Single point of contact and service/process owner providing T-shaped expertise in IT domains, cloud platforms and services (AWS, Azure, Kubernetes, Salesforce, ServiceNow, Jira, Orca, CRM, GitHub, SFMC)
- ITSM/ITIL implementation and mentoring including design, definition, mapping, and execution
- Change and release management, UAT/test assurance, major incident management, SDLC management
- Managing regulatory and audit requirements, DORA, GDPR, ITPF compliance and reporting
- Acting as a point of escalation for complex customer issues, resolving conflicts, fostering a customer-centric culture
- People management: leading and managing service delivery teams, DevOps, vendors, and third-party teams
- Cross-tribe service delivery and contract management: KPIs, SLAs, OLAs, RPO, RTO, BCM/SCM management
- Agile/Scrum process delivery governance, stakeholder communication, and budget/cost management
Atif Y.
Last position:
Head of Technology at Quadrobotics R&D and Software Development Inc.
- Integrated cutting-edge software and hardware enhancements into quadruped robotic systems
- BARS Robotic Dog Platform: computer boards integrations, data link integrations, LTE, anti-jam datalink, RF datalink, satcom datalink integrations, GNSS integrations, GNSS-RTK integration, payload integrations, RCWS (5.56, 7.62 remote control weapon station integration), CBRN sensor integrations (chemical)
- AYBARS Robotic Dog Platform: computer boards integrations, data link integrations, LTE, anti-jam datalink, RF datalink, satcom datalink integrations, GNSS integrations, GNSS-RTK integration, payload integrations, RCWS (9 mm remote controlled gun-box integration), CBRN sensor integrations (chemical)
Sergiu M.
Last position:
IT Project Manager & Transformation Lead at OMV
- Program delivery: set-up of strategic initiatives from ideation to execution, designing cross-divisional operating models that streamlined delivery across 6 business units.+
- Large scale initiatives: IT project manager of eMobility mobile app development for entire group, cross-country and multi-year initiative, with budget oversight of >2Mn and 20 FTEs.
- Product lifecycle management: delivered the end-to-end SDLC of a key B2B digital mobility application, successfully launching to 10 000+ users while managing vendor partnerships and system architecture.
- Vendor oversight: successfully negotiated and managed multi-vendor contracts, with negotiated contract value of 30% with no impact on scope.
- Architecture definition: definition of system architectures to ensure scalable, cost-effective solutions for the pricing, logistics and mobility domains, integration of 3 back-end systems.
- Digital transformation & coaching: supported group-wide agile maturity as a coach, upskilling pool of over 40 professionals in Product Management to increase delivery predictability and ensure value-driven approach.
Thomas L.
Last position:
Interim Director of Telecommunications Operations at Plusnet
- Leading and restructuring operations departments
- Transforming into a digital ISP
- Managing support for telecommunications services (FTTx, xDSL, voice, DWDM, access)
- Network operations center (NOC)
- Managing customer satisfaction
Michael P.
Last position:
Strategy Consultant & Program Architect at Hypo Tirol Bank AG
- Portfolio Analysis & Migration Roadmap: Conducted structured analysis and risk classification of the HCL Notes infrastructure, created a prioritized migration portfolio with effort estimates as a key decision basis for management.
- Target Architecture & Modernization Concept: Developed the architecture strategy for retiring legacy applications, defined requirements for a centralized business process engine to reduce OPEX and licensing costs in the long term.
- Program Governance & Setup: Established roadmap and backlog structures as well as central project documentation (MS SharePoint), set up stakeholder management for the Notes decommissioning program.
Timo C.
Last position:
Freelancer (SAP and AI) at Timo Casanova e.U.
Specialized in SAP architecture, SAP Basis, S4, SAP Migration - R3 and IT infrastructure (on-premise and cloud)
Leading complex SAP S/4HANA implementation and migration projects
Consulting on and optimizing SAP landscapes for large enterprises
Developing custom IT infrastructure solutions for SAP environments
Managing projects from concept to go-live, including post-implementation support, ensuring best practices
Patrik G.
Last position:
Engineering & Development at TOBG Services Ltd
- Increased system uptime and performance while decreasing costs. Managing server infrastructure for DLT and application services
- Design and implement AI-workflow automation
- Developed the stakit.io App using Redis, Prometheus, Grafana
- Creating a multi-AI chat App with advanced AI-integration
- Developing an AI-powered document analysis solution for in-house and service deployment
Heinz H.
Last position:
Project Manager at Industry and trading company
- Development of a planning system (planning of planning) for the entire company.
- Development and implementation of a digital, AI-supported strategic and operational control system for the entire company.
Babak H.
Last position:
IT Project & Product Manager at Wiener Stadt Werke - Wiener Linien
Development and expansion of the drivers' app system, including the mobile app (frontend), system infrastructure (backend), and required interfaces to the various Wiener Linien core systems.
Gernot W.
Last position:
Development & Support at Amunia (Munich)
- Developments in CRM 7.0 (Platform NW7.4) – ABAP OO, CRM WebUI, WebIC (CIC), BOL, GenIL, BAdIs in the areas of service orders, business partner, event framework, actions
- Business partner
- Middleware
- Extending/servicing CDS Views
Discover over 15,000 top freelancers
Statistics of experts using IT Service Management
Aggregated from the professional profiles of matched freelancers.
Experience
24 years
Position duration
2.8 years
Positions per freelancer
16
Top business areas
Information Technology, Project Management, Operations
Top industries
Information Technology, Banking and Finance, Professional Services
Certification focus areas
Information Technology, Project Management, Product Development
Bachelor's degree or higher
92%
Master's degree or higher
77%
Doctorate
8%
Certifications per freelancer
6
Most common languages
English, German, French
Speak two or more languages
100%
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 Vienna 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 Vienna 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 (81%)
- Banking and Finance (63%)
- Professional Services (50%)
- Telecommunication (50%)
- Insurance (38%)
- Automotive (31%)
- Energy (31%)
- Transportation (31%)
Please note that freelancers can work across multiple industries, so percentages overlap.
About the technology
What ITSM covers
IT Service Management, commonly called ITSM, is the structured way organizations plan, deliver and improve technology services. It connects people, processes and tools across service desks, infrastructure teams, application groups and business functions. Typical outcomes include dependable support, clear ownership, controlled change and measurable service quality.
Core service processes
ITSM specialists shape workflows that make operational work predictable and traceable. Their work often includes:
- Incident, request and problem management
- Change, release and configuration management
- Service catalogs, knowledge bases and service level processes
- Asset, discovery and configuration data practices
They align processes with business priorities instead of adding unnecessary approval steps.
Platforms and frameworks
The ecosystem includes ServiceNow, Jira Service Management, BMC Helix, Ivanti and Freshservice, alongside integrations with monitoring, identity, collaboration and asset tools. ITIL 4 provides a widely used set of guidance, while COBIT and ISO/IEC 20000 can support governance and service management controls. Strong specialists understand both platform configuration and the operating model behind it.
When companies need help
Companies bring in freelance ITSM expertise during platform implementations, service desk redesigns, mergers, audits and major operational change. Specialists can also resolve stalled workflow projects or prepare teams for a move from email-based support to a structured service portal. In Vienna, this work may involve close coordination with local business units, shared-service centers and distributed teams.
- Replacing or consolidating service management tools
- Improving ticket routing, escalation and reporting
- Establishing governance for assets, changes and suppliers
Skills that set experts apart
Experienced professionals connect process design with practical adoption. They can interview stakeholders, map current and target workflows, configure forms and rules, define roles, migrate data and guide testing. They also know how to keep service catalogs usable, reporting meaningful and automation controlled. Familiarity with APIs, identity management, cloud operations and observability adds value when ITSM must span a complex environment.
Evaluating project fit
A good brief defines the services in scope, existing tools, process maturity, integrations, delivery constraints and the outcome the business needs. Look for evidence of comparable implementations, clear documentation and a method for measuring improvement without relying on ticket volume alone. Ask how the specialist handles adoption, data quality, governance and handover. Remote collaboration works well for configuration and documentation; on-site workshops in Vienna can help when teams need intensive process alignment.
Frequently asked questions
What clients ask us most about IT Service Management — answered in short.
IT Service Management organizes how technology services are requested, delivered, supported and improved. It covers service desks, incidents, requests, problems, changes, assets, knowledge and service levels.
ITSM focuses on the end-to-end service experience and the processes around it, while IT operations management focuses more directly on running infrastructure, applications and technical environments. The two areas overlap, especially around monitoring, incident response and change control.
IT Service Management work commonly involves ServiceNow, Jira Service Management, BMC Helix, Ivanti or Freshservice. Knowledge of ITIL 4, ISO/IEC 20000, APIs, identity systems, monitoring and configuration management can be equally important.
ITSM specialists often bring process mapping, service design, data migration, reporting and workflow automation skills. Experience with cloud operations, cybersecurity controls, asset management and organizational change can make an implementation more effective.
IT Service Management projects vary widely in complexity. A focused workflow adjustment may need a specialist who can configure and document the change, while a platform rollout or operating-model redesign calls for experience across governance, integrations, migration, testing and adoption.
ITSM work can usually be delivered remotely through workshops, shared documentation, platform access and regular demonstrations. On-site sessions in Vienna may be useful for stakeholder interviews, service-mapping workshops or training, while German and English language expectations should be clarified early.
IT Service Management quality is visible in clear process maps, sensible ownership models, usable service catalogs and reporting that supports decisions. Ask for examples of documented outcomes, stakeholder alignment, platform configuration choices and handover practices rather than judging tool familiarity alone.
ITSM freelancers are useful when a company needs independent process expertise, platform knowledge or temporary capacity for a defined change. They can accelerate a service redesign, fill a specialist gap or bring structure to a project while the internal team retains operational ownership.
The average hourly rate of freelancers in Vienna, Austria who have used IT Service Management in their recent projects is 103 €, which corresponds to a daily rate of about 823 € based on an 8-hour working day.
Of the freelancers in Vienna, Austria who have used IT Service Management in their recent projects, 92% hold at least a Bachelor's degree, 77% hold at least a Master's degree, and 8% hold a doctorate.
On average, freelancers in Vienna, Austria who have used IT Service Management in their recent projects have 24 years of professional experience, with a single engagement typically lasting around 2.8 years.
The most common languages among freelancers in Vienna, Austria who have used IT Service Management in their recent projects are English (100%), German (94%), and French (25%).
The most common industries among freelancers in Vienna, Austria who have used IT Service Management in their recent projects are Information Technology (81%), Banking and Finance (63%), and Professional Services (50%).
The most common business areas among freelancers in Vienna, Austria who have used IT Service Management in their recent projects are Information Technology (100%), Project Management (94%), and Operations (69%).
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.
Countries:
Vienna 
Graz Request a free demo
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Philipp Thomaschewski
FRATCH CEO
