Getting things DONE.
Aktualisiert am 11.05.2026
Profil
Freiberufler / Selbstständiger
Remote-Arbeit
Verfügbar ab: 01.07.2026
Verfügbar zu: 100%
davon vor Ort: 10%
ServiceNow
Service-Management
ITIL
SAFe
Finanzcontrolling
Service Desk
IT-Governance
Prozessmanagement
Incident Management
Problemanalyse
Changemanagement
Request Management
Knowledge Management
Vertragsmanagement
Eskalationsmanagement
Test
German
Muttersprache
Polish
Muttersprache
English
C1

Einsatzorte

Einsatzorte

Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

7 months
2025-11 - now

ServiceNow SAM & HAM Implementation Project

ServiceNow Consultant
ServiceNow Consultant
  • Led Discovery Phase for a ServiceNow SAM & HAM Implementation project, performing business analysis, project management activities, gap identification, and MVP scope definition using Now Create. Supported service catalog redesign and migration planning while validating key integrations. Delivered a clear user-story backlog enabling a well-scoped, de-risked implementation phase.
  • Conducted a comprehensive audit covering ITSM process documentation, technical platform setup and ServiceNow licensing. Reviewed the service catalog, knowledge management practices, user experience and the ITSM module. Delivered improvement recommendations and developed a future enhancement roadmap.
3 years
2023-06 - now

Self-employment

IT Consultant
IT Consultant
on request
2 years 5 months
2023-06 - 2025-10

3 parallel projects

Project Manager
Project Manager
Management of Change and Communication, Service Readiness, Service Management and Governance within a Transition & Transformation program for a leading German financial client
  • Escalation Management
  • Project & Test Management
  • Project Planning
  • Governance Oversight
  • User Acceptance Tests
  • Stakeholder Management
2 years 10 months
2020-08 - 2023-05

Service-Delivery-Management

Senior Service Delivery Manager
Senior Service Delivery Manager
  • Financial Management
  • Service Level Management
  • Service Delivery Management
  • ServiceNow
  • Escalation Management
  • Demand Management
  • Business Relationship Management
  • ITIL (Incident, Change, Problem Management)
  • Project Management
  • Contract Management
  • Training
  • Service Integration & Management (SIAM)
  • Continual Service Improvement
Fujitsu
REMOTELY
1 year 8 months
2018-12 - 2020-07

Service Provision

Service Delivery/ Operations/ Process Manager
Service Delivery/ Operations/ Process Manager
Atos
REMOTELY
1 year 9 months
2017-03 - 2018-11

Process Management

Major Incident Manager/ Process Manager
Major Incident Manager/ Process Manager
Atos
REMOTELY
1 year 1 month
2016-02 - 2017-02

Project Coordination

Project Coordinator
Project Coordinator
EPAM SYSTEMS, GDANSK (POLAND)
3 years 7 months
2012-07 - 2016-01

various

Incident Manager/ Junior Process Manager, Team Manager, Support Engineer (1st Level)/ Translation Specialist
Incident Manager/ Junior Process Manager, Team Manager, Support Engineer (1st Level)/ Translation Specialist
ATOS, BYDGOSZCZ (POLAND)

Aus- und Weiterbildung

Aus- und Weiterbildung

2012 ? 2014
GERMAN PHILOLOGY
KAZIMIERZ WIELKI UNIVERSITY, BYDGOSZCZ (POLAND)
DEGREE: MASTER?S

CERTIFICATES AND COURSES
  • ServiceNow:
    • Suite Certification ? Data Foundations (CMDB and CSDM) Professional
    • Certified Implementation Specialist ? Data Foundations (CMDB & CSDM)
    • ?Certified System Administrator
  • SAFe Agilist Certificate
  • ITIL® v4 Managing Professional
  • Business Skills: Sales & Negotiation skills Course
  • Banking for Consultants. Banking economics in practice.
  • Finance for Non-Financial Managers
  • Six Sigma Yellow Belt Course
  • Kepner-Tregoe: Troubleshooting Methodology Course
  • ITIL® Service Offerings and Agreements Certificate
  • ITIL® Release, Control and Validation Certificate
  • ITIL® Continual Service Improvement Certificate
  • ITIL® Intermediate Operational Support and Analysis Capability Certificate
  • ITIL® Foundation for IT Service Management Certificate
  • The Development of Managerial Competencies of Leaders Course

Kompetenzen

Kompetenzen

Top-Skills

ServiceNow Service-Management ITIL SAFe Finanzcontrolling Service Desk IT-Governance Prozessmanagement Incident Management Problemanalyse Changemanagement Request Management Knowledge Management Vertragsmanagement Eskalationsmanagement Test

Produkte / Standards / Erfahrungen / Methoden

PROFILE
  • Experienced professional fluent in German, Polish and English within the IT industry, possessing a diverse range of responsibilities in previous roles. With over 10 years of engagement in projects within the financial and banking sectors in the DACH region, I have successfully navigated environments subject to rigorous audits and regulations. My key experience lies in the role of Service (Delivery) Manager, where I have supported transitions and transformations to help clients achieve their business objectives. 
  • I am adept at managing IT processes, holding a certification as an ITIL v4 Managing Professional, specifically in Incident, Change, Problem, Configuration Management and others. I prioritize achieving client satisfaction by fostering engagement and collaboration among stakeholders, contributing to the growth of projects, companies, and individuals. 
  • Outside of my professional life, I am passionate about sports. I believe that hard work, discipline and goal orientation are essential qualities that not only enhance personal growth but also contribute significantly to a successful business relationship.

RESPONSIBILITIES AND HIGHLIGHTS
  • Conducted a thorough analysis of the Profit & Loss statement, enabling strategic actions that enhanced the profit margin from -15% to 10% Year-to-Date (YTD)
  • Successfully managed the migration from CA Service Desk Manager to ServiceNow in the role of Service Delivery Manager, ensuring a seamless transition.
  • Identified unjustified penalty payments due to incorrect report definitions, leading to significant cost savings for the account.
  • Trained Associate Service Delivery Managers and prepared them for internal interviews, facilitating their career advancement.
  • Successful Service Improvement Plan in the service desk and workplace services area which in result allowed to fulfill the SLAs and avoid penalty payments
  • Initiated proactive and reactive measures based on Lean Six Sigma methodologies to improve Key Performance Indicators (KPIs) and SLA performance indicators using Robotic Process Automation, meticulously documented in Microsoft Visio.

Einsatzorte

Einsatzorte

Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

7 months
2025-11 - now

ServiceNow SAM & HAM Implementation Project

ServiceNow Consultant
ServiceNow Consultant
  • Led Discovery Phase for a ServiceNow SAM & HAM Implementation project, performing business analysis, project management activities, gap identification, and MVP scope definition using Now Create. Supported service catalog redesign and migration planning while validating key integrations. Delivered a clear user-story backlog enabling a well-scoped, de-risked implementation phase.
  • Conducted a comprehensive audit covering ITSM process documentation, technical platform setup and ServiceNow licensing. Reviewed the service catalog, knowledge management practices, user experience and the ITSM module. Delivered improvement recommendations and developed a future enhancement roadmap.
3 years
2023-06 - now

Self-employment

IT Consultant
IT Consultant
on request
2 years 5 months
2023-06 - 2025-10

3 parallel projects

Project Manager
Project Manager
Management of Change and Communication, Service Readiness, Service Management and Governance within a Transition & Transformation program for a leading German financial client
  • Escalation Management
  • Project & Test Management
  • Project Planning
  • Governance Oversight
  • User Acceptance Tests
  • Stakeholder Management
2 years 10 months
2020-08 - 2023-05

Service-Delivery-Management

Senior Service Delivery Manager
Senior Service Delivery Manager
  • Financial Management
  • Service Level Management
  • Service Delivery Management
  • ServiceNow
  • Escalation Management
  • Demand Management
  • Business Relationship Management
  • ITIL (Incident, Change, Problem Management)
  • Project Management
  • Contract Management
  • Training
  • Service Integration & Management (SIAM)
  • Continual Service Improvement
Fujitsu
REMOTELY
1 year 8 months
2018-12 - 2020-07

Service Provision

Service Delivery/ Operations/ Process Manager
Service Delivery/ Operations/ Process Manager
Atos
REMOTELY
1 year 9 months
2017-03 - 2018-11

Process Management

Major Incident Manager/ Process Manager
Major Incident Manager/ Process Manager
Atos
REMOTELY
1 year 1 month
2016-02 - 2017-02

Project Coordination

Project Coordinator
Project Coordinator
EPAM SYSTEMS, GDANSK (POLAND)
3 years 7 months
2012-07 - 2016-01

various

Incident Manager/ Junior Process Manager, Team Manager, Support Engineer (1st Level)/ Translation Specialist
Incident Manager/ Junior Process Manager, Team Manager, Support Engineer (1st Level)/ Translation Specialist
ATOS, BYDGOSZCZ (POLAND)

Aus- und Weiterbildung

Aus- und Weiterbildung

2012 ? 2014
GERMAN PHILOLOGY
KAZIMIERZ WIELKI UNIVERSITY, BYDGOSZCZ (POLAND)
DEGREE: MASTER?S

CERTIFICATES AND COURSES
  • ServiceNow:
    • Suite Certification ? Data Foundations (CMDB and CSDM) Professional
    • Certified Implementation Specialist ? Data Foundations (CMDB & CSDM)
    • ?Certified System Administrator
  • SAFe Agilist Certificate
  • ITIL® v4 Managing Professional
  • Business Skills: Sales & Negotiation skills Course
  • Banking for Consultants. Banking economics in practice.
  • Finance for Non-Financial Managers
  • Six Sigma Yellow Belt Course
  • Kepner-Tregoe: Troubleshooting Methodology Course
  • ITIL® Service Offerings and Agreements Certificate
  • ITIL® Release, Control and Validation Certificate
  • ITIL® Continual Service Improvement Certificate
  • ITIL® Intermediate Operational Support and Analysis Capability Certificate
  • ITIL® Foundation for IT Service Management Certificate
  • The Development of Managerial Competencies of Leaders Course

Kompetenzen

Kompetenzen

Top-Skills

ServiceNow Service-Management ITIL SAFe Finanzcontrolling Service Desk IT-Governance Prozessmanagement Incident Management Problemanalyse Changemanagement Request Management Knowledge Management Vertragsmanagement Eskalationsmanagement Test

Produkte / Standards / Erfahrungen / Methoden

PROFILE
  • Experienced professional fluent in German, Polish and English within the IT industry, possessing a diverse range of responsibilities in previous roles. With over 10 years of engagement in projects within the financial and banking sectors in the DACH region, I have successfully navigated environments subject to rigorous audits and regulations. My key experience lies in the role of Service (Delivery) Manager, where I have supported transitions and transformations to help clients achieve their business objectives. 
  • I am adept at managing IT processes, holding a certification as an ITIL v4 Managing Professional, specifically in Incident, Change, Problem, Configuration Management and others. I prioritize achieving client satisfaction by fostering engagement and collaboration among stakeholders, contributing to the growth of projects, companies, and individuals. 
  • Outside of my professional life, I am passionate about sports. I believe that hard work, discipline and goal orientation are essential qualities that not only enhance personal growth but also contribute significantly to a successful business relationship.

RESPONSIBILITIES AND HIGHLIGHTS
  • Conducted a thorough analysis of the Profit & Loss statement, enabling strategic actions that enhanced the profit margin from -15% to 10% Year-to-Date (YTD)
  • Successfully managed the migration from CA Service Desk Manager to ServiceNow in the role of Service Delivery Manager, ensuring a seamless transition.
  • Identified unjustified penalty payments due to incorrect report definitions, leading to significant cost savings for the account.
  • Trained Associate Service Delivery Managers and prepared them for internal interviews, facilitating their career advancement.
  • Successful Service Improvement Plan in the service desk and workplace services area which in result allowed to fulfill the SLAs and avoid penalty payments
  • Initiated proactive and reactive measures based on Lean Six Sigma methodologies to improve Key Performance Indicators (KPIs) and SLA performance indicators using Robotic Process Automation, meticulously documented in Microsoft Visio.

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