IT Service Management Experts in Vienna
matched in minutes from over 15,000 CVs with the power of AI.Work with specialists who shape incident, request and change processes, improve service desk operations, and align ITSM with ITIL, SLAs and CMDB needs. Get fast, precise matching with vetted, available freelancers.
Meet FRATCH Experts in Vienna, who have recently used IT Service Management
Michael Langer
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
Plamen Mirchev
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
Jerry Bousardo
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.
From 06/2024: IT consulting in project management and IT service management areas, providing PM/PMO coaching and support.
Sergiu Mocian
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 Winkler
Last position:
SAP Solution Architect, Focused Build Coach, Senior Consultant at Support 4 Enterprises
Thomas Lücke
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 Polivanov
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 Casanova
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 Germann
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 Hähnel
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.
Atif Yilmaz
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)
Babak Heydari
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 Weinrother
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
Peter Klosa
Last position:
Sabbatical
Discover over 15,000 top freelancers
Statistics of experts using IT Service Management
Aggregated from the professional profiles of matched freelancers.
Experience
25 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
91%
Master's degree or higher
73%
Doctorate
9%
Certifications per freelancer
6
Most common languages
English, German, French
Speak two or more languages
100%
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 Vienna 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 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 30 Aug 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
About the technology
ITSM in practice
IT Service Management, often called ITSM, covers the processes that keep IT services reliable and easy to support. It is used to design service desks, handle incidents and requests, and keep change work under control. Strong ITSM work makes operations predictable for users and for the teams behind them.
Common frameworks
ITSM is often shaped by ITIL, but the work goes beyond a framework. Experts adapt processes, ticket flows, catalogs, and approval paths to how a company really works. They also connect service management with monitoring, asset data, and knowledge articles.
Typical delivery
- Incident, problem, request, and change process design
- Service catalog and self-service setup
- CMDB structure and asset data alignment
- SLA, escalation, and reporting definition
- Service desk workflow improvement
When to bring in help
Companies usually bring in freelance ITSM specialists when a service desk needs structure, a tool rollout is blocked, or processes have grown messy over time. They also help during reorganizations, mergers, and audits. In Vienna, this often matters for firms with mixed local and international teams that need clear operating rules.
What good specialists do
A strong IT Service Management specialist translates business needs into workable process steps. They know how to balance control with speed, document clean handoffs, and avoid ticket loops that slow teams down. Good work is visible in fewer broken handovers and clearer ownership.
Tools and collaboration
ITSM work often touches ServiceNow, Jira Service Management, BMC Helix, Freshservice, and related knowledge or asset tooling. The best professionals can work with operations, security, workplace, and application teams without making the process heavy. They are useful both for remote setup work and for workshops on site in Vienna.
Frequently asked questions
What clients ask us most about IT Service Management — answered in short.
An IT Service Management specialist designs and improves the processes that support IT services. That includes incident, request, problem, and change handling, plus service catalogs, approvals, and reporting. The goal is a support model that is clear for users and manageable for the teams behind it.
No. ITSM is the broader practice of running and improving IT services, while ITIL is a well-known framework that many teams use as a guide. A freelancer may work with ITIL ideas, but the real job is to fit processes to the company, the toolset, and the service model.
A strong IT Service Management setup often uses tools such as ServiceNow, Jira Service Management, BMC Helix, or Freshservice. The exact stack depends on the service desk, asset setup, and approval flow. Good specialists know how to shape the process around the tool instead of forcing the tool to do everything.
Good ITSM professionals usually understand process design, service desk operations, reporting, and stakeholder management. Many also bring CMDB, asset management, knowledge management, and basic integration knowledge. If the role touches security or workplace support, they should be able to work across those teams too.
It depends on the task. A small request flow cleanup may need one focused specialist, while a ServiceNow redesign or ITIL operating model change needs deeper process and governance experience. Look for someone who has shipped similar work, not just someone who knows the terms.
Both work well for IT Service Management, but the best setup depends on the project phase. Process design, tool configuration, and documentation are often remote-friendly, while service desk workshops and stakeholder alignment can benefit from on-site sessions in Vienna. Many teams use a mix of both.
Ask for concrete examples of process changes, tool rollouts, and service improvements they have led. A strong ITSM specialist can explain how they handled incidents, changes, SLAs, and adoption without vague language. Clear documentation, realistic trade-offs, and structured thinking are good signs.
IT Service Management helps when support feels slow, ownership is unclear, or changes keep causing avoidable issues. It also helps when a company needs a service catalog, better ticket routing, or a cleaner way to measure service performance. In practice, it turns ad hoc support into a stable operating model.
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 827 € based on an 8-hour working day.
Of the freelancers in Vienna, Austria who have used IT Service Management in their recent projects, 91% hold at least a Bachelor's degree, 73% hold at least a Master's degree, and 9% hold a doctorate.
On average, freelancers in Vienna, Austria who have used IT Service Management in their recent projects have 25 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 (93%), and French (29%).
The most common industries among freelancers in Vienna, Austria who have used IT Service Management in their recent projects are Information Technology (79%), Banking and Finance (57%), and Professional Services (57%).
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 (93%), and Operations (64%).
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
Get in touch with the FRATCH team and we will get back to you within 4 hours.
Would you rather directly get in touch?
We always have the time for a call or email!
Philipp Thomaschewski
FRATCH CEO
