Senior IT Service Manager | ITIL v3/v4 | Service Governance & Enablement
Aktualisiert am 10.03.2026
Profil
Freiberufler / Selbstständiger
Remote-Arbeit
Verfügbar ab: 01.04.2026
Verfügbar zu: 100%
davon vor Ort: 10%
IT Service Management (ITSM)
Change & Release Management
ITIL v3 / ITIL v4 (CDS)
Service Governance
Service Level Management (SLM)
Incident Management
Problem Management
Escalation Management
KPI Reporting
Operational Enablement
Service Performance Monitoring
Stakeholder Coordination
SAP Solution Manager (ChaRM)
Rev-Trac
ServiceNow
Process Optimization
Continual Service Improvement (CSI)
ITSM Transformation
Release Governance
Compliance & Audit Traceability
English
C1
German
B2

Einsatzorte

Einsatzorte

Herzogenaurach (+50km) Nuremberg (+50km)
Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

7 months
2025-08 - now

Rev-Trac

Solution Consultant EMEA
Solution Consultant EMEA

  •   Enable enterprise customers in implementing structured governance frameworks for change and release processes

  • Align operational processes with compliance and delivery standards across multi-system landscapes
  • Provide advisory support on transparency, risk management, and operational readiness
  • Deliver structured knowledge transfer and mentoring to internal and customer IT teams

9 months
2025-04 - 2025-12

Focused Build and Deploy

Freelance SAP Consultant
Freelance SAP Consultant

  • Governed structured change execution and deployment readiness across release cycles
  • Enabled project and operations teams through governance onboarding and structured workshops
  • Ensured transport validation, downgrade risk transparency, and escalation handling prior to productive deployment
  • Strengthened operational discipline and compliance adherence across delivery streams

Deutsche Telekom MMS
3 months
2025-05 - 2025-07

Rev-Trac

Solution Consultant EMEA
Solution Consultant EMEA

  • Led structured onboarding and enablement for enterprise clients within complex SAP environments

  • Conducted joint testing cycles and facilitated configuration refinement workshops to ensure operational readiness
  • Clarified process misunderstandings and aligned client teams with defined change governance practices
  • Identified workflow and architectural constraints affecting process efficiency and escalated findings to product development
  • Provided structured documentation and knowledge transfer to support long-term operational stability

8 months
2024-02 - 2024-09

Test and Release Management

Test and Release Manager
Test and Release Manager

  • Defined test scenarios and readiness criteria for SAP S/4HANA and SAP CX environments

  • Governed test execution to ensure quality and operational readiness
  • Coordinated external partners and aligned stakeholders on acceptance criteria

RingFOTO
1 year 9 months
2022-05 - 2024-01

Release Management

Senior Release Manager
Senior Release Manager

  • Governed enterprise release and change processes across complex SAP landscapes

  • Onboarded new system landscapes and cross-functional teams into established ITSM governance frameworks
  • Ensured adherence to Change Control standards while evolving toward controlled change enablement practices
  • Designed and implemented structured procedures enabling the MDG team to deliver production fixes faster while maintaining audit traceability and transport compliance
  • Balanced speed and risk by combining technical safeguards with process governance mechanisms
  • Led escalation handling and cross-team coordination to maintain release integrity and system stability

Adidas
4 years 8 months
2017-09 - 2022-04

Service Management

Service Manager
Service Manager

  • Owned service delivery governance for up to 8 business-critical systems with teams of 8?20 external resources

  • Enabled stakeholders to operate within structured Incident, Problem, and Change processes
  • Transformed a reactive support setup into a structured, KPI-driven ITSM operating model
  • Designed and automated service reporting, reducing manual effort by 16 hours/month
  • Achieved 75% data quality improvement, 25% incident reduction, and service rating increase from 4/10 to 8/10
  • Led escalation coordination and ensured service stability across critical environments

Adidas
6 years
2011-09 - 2017-08

Application Management Service Analyst

Application Management Service Analyst
Application Management Service Analyst

  • Built and structured SAP Solution Manager support operations, evolving from a single-resource setup to a scalable shared support model

  • Governed global Incident, Change, and Release processes within SAP ERP environments
  • Designed support workflows, defined escalation paths, and established KPI transparency to ensure service stability
  • Coordinated onboarding and structured knowledge transfer to offshore teams, including documentation artefacts and operational readiness validation
  • Led migration from SAP Solution Manager to Rev-Trac, reducing operating costs by 30%
  • Improved service quality by 25% through process governance and escalation discipline

Mars

Aus- und Weiterbildung

Aus- und Weiterbildung

2001 - 2007
  • Diploma, Information Technology, Samara State Aerospace University
  • Automated information processing and management systems
  • Degree: Engineer

CERTIFICATIONS AND COURSES

  • ITIL v4 Create, Deliver & Support (CDS) ? Feb 2026
  • ITIL v4 Foundation ? Dec 2025
  • ITIL v3 Continual Service Improvement ? Apr 2019
  • ITIL v3 Foundation ? Oct 2018
  • ITIL v3 Service Transition ? May 2018
  • ITIL v3 Service Operation ? Apr 2018
  • SAP Certified Associate ? Solution Transformation Consultant with SAP Cloud ALM ? Dec 2025
  • Goethe Certificate B1 ? Jul 2023

Position

Position

Senior IT Service & Change Governance Manager | SAP & Enterprise ITSM

Kompetenzen

Kompetenzen

Top-Skills

IT Service Management (ITSM) Change & Release Management ITIL v3 / ITIL v4 (CDS) Service Governance Service Level Management (SLM) Incident Management Problem Management Escalation Management KPI Reporting Operational Enablement Service Performance Monitoring Stakeholder Coordination SAP Solution Manager (ChaRM) Rev-Trac ServiceNow Process Optimization Continual Service Improvement (CSI) ITSM Transformation Release Governance Compliance & Audit Traceability

Produkte / Standards / Erfahrungen / Methoden

IT Service Governance & Enablement
Experte
Change & Release Management
Experte
Escalation Management
Experte
KPI Reporting & Service Performance
Experte
SAP Solution Manager (ChaRM)
Fortgeschritten
Rev-Trac
Fortgeschritten
ServiceNow
Fortgeschritten

Senior ITIL-certified IT Service & Delivery Governance Manager with over 10 years of experience structuring and enabling enterprise IT services in complex multi-system environments.

 Proven track record in integrating Incident, Problem, Change, and Release Management, strengthening escalation frameworks, establishing KPI transparency, and aligning cross-functional teams with defined ITSM processes.

 Experienced in balancing controlled change execution with delivery speed, ensuring compliance, audit traceability, and operational stability across global enterprise landscapes.


Core competencies:

?        IT Service Governance & Enablement

?        ITIL-based Process Integration (Incident, Problem, Change, Release)

?        KPI Transparency, Service Reporting & Performance Steering

?        Escalation Management & Stakeholder Coordination

?        Controlled Change Enablement & Compliance

?        Enterprise ITSM Tooling (ServiceNow, SAP Solution Manager, Rev-Trac)

?        Operational Stabilization & Service Improvement

Einsatzorte

Einsatzorte

Herzogenaurach (+50km) Nuremberg (+50km)
Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

7 months
2025-08 - now

Rev-Trac

Solution Consultant EMEA
Solution Consultant EMEA

  •   Enable enterprise customers in implementing structured governance frameworks for change and release processes

  • Align operational processes with compliance and delivery standards across multi-system landscapes
  • Provide advisory support on transparency, risk management, and operational readiness
  • Deliver structured knowledge transfer and mentoring to internal and customer IT teams

9 months
2025-04 - 2025-12

Focused Build and Deploy

Freelance SAP Consultant
Freelance SAP Consultant

  • Governed structured change execution and deployment readiness across release cycles
  • Enabled project and operations teams through governance onboarding and structured workshops
  • Ensured transport validation, downgrade risk transparency, and escalation handling prior to productive deployment
  • Strengthened operational discipline and compliance adherence across delivery streams

Deutsche Telekom MMS
3 months
2025-05 - 2025-07

Rev-Trac

Solution Consultant EMEA
Solution Consultant EMEA

  • Led structured onboarding and enablement for enterprise clients within complex SAP environments

  • Conducted joint testing cycles and facilitated configuration refinement workshops to ensure operational readiness
  • Clarified process misunderstandings and aligned client teams with defined change governance practices
  • Identified workflow and architectural constraints affecting process efficiency and escalated findings to product development
  • Provided structured documentation and knowledge transfer to support long-term operational stability

8 months
2024-02 - 2024-09

Test and Release Management

Test and Release Manager
Test and Release Manager

  • Defined test scenarios and readiness criteria for SAP S/4HANA and SAP CX environments

  • Governed test execution to ensure quality and operational readiness
  • Coordinated external partners and aligned stakeholders on acceptance criteria

RingFOTO
1 year 9 months
2022-05 - 2024-01

Release Management

Senior Release Manager
Senior Release Manager

  • Governed enterprise release and change processes across complex SAP landscapes

  • Onboarded new system landscapes and cross-functional teams into established ITSM governance frameworks
  • Ensured adherence to Change Control standards while evolving toward controlled change enablement practices
  • Designed and implemented structured procedures enabling the MDG team to deliver production fixes faster while maintaining audit traceability and transport compliance
  • Balanced speed and risk by combining technical safeguards with process governance mechanisms
  • Led escalation handling and cross-team coordination to maintain release integrity and system stability

Adidas
4 years 8 months
2017-09 - 2022-04

Service Management

Service Manager
Service Manager

  • Owned service delivery governance for up to 8 business-critical systems with teams of 8?20 external resources

  • Enabled stakeholders to operate within structured Incident, Problem, and Change processes
  • Transformed a reactive support setup into a structured, KPI-driven ITSM operating model
  • Designed and automated service reporting, reducing manual effort by 16 hours/month
  • Achieved 75% data quality improvement, 25% incident reduction, and service rating increase from 4/10 to 8/10
  • Led escalation coordination and ensured service stability across critical environments

Adidas
6 years
2011-09 - 2017-08

Application Management Service Analyst

Application Management Service Analyst
Application Management Service Analyst

  • Built and structured SAP Solution Manager support operations, evolving from a single-resource setup to a scalable shared support model

  • Governed global Incident, Change, and Release processes within SAP ERP environments
  • Designed support workflows, defined escalation paths, and established KPI transparency to ensure service stability
  • Coordinated onboarding and structured knowledge transfer to offshore teams, including documentation artefacts and operational readiness validation
  • Led migration from SAP Solution Manager to Rev-Trac, reducing operating costs by 30%
  • Improved service quality by 25% through process governance and escalation discipline

Mars

Aus- und Weiterbildung

Aus- und Weiterbildung

2001 - 2007
  • Diploma, Information Technology, Samara State Aerospace University
  • Automated information processing and management systems
  • Degree: Engineer

CERTIFICATIONS AND COURSES

  • ITIL v4 Create, Deliver & Support (CDS) ? Feb 2026
  • ITIL v4 Foundation ? Dec 2025
  • ITIL v3 Continual Service Improvement ? Apr 2019
  • ITIL v3 Foundation ? Oct 2018
  • ITIL v3 Service Transition ? May 2018
  • ITIL v3 Service Operation ? Apr 2018
  • SAP Certified Associate ? Solution Transformation Consultant with SAP Cloud ALM ? Dec 2025
  • Goethe Certificate B1 ? Jul 2023

Position

Position

Senior IT Service & Change Governance Manager | SAP & Enterprise ITSM

Kompetenzen

Kompetenzen

Top-Skills

IT Service Management (ITSM) Change & Release Management ITIL v3 / ITIL v4 (CDS) Service Governance Service Level Management (SLM) Incident Management Problem Management Escalation Management KPI Reporting Operational Enablement Service Performance Monitoring Stakeholder Coordination SAP Solution Manager (ChaRM) Rev-Trac ServiceNow Process Optimization Continual Service Improvement (CSI) ITSM Transformation Release Governance Compliance & Audit Traceability

Produkte / Standards / Erfahrungen / Methoden

IT Service Governance & Enablement
Experte
Change & Release Management
Experte
Escalation Management
Experte
KPI Reporting & Service Performance
Experte
SAP Solution Manager (ChaRM)
Fortgeschritten
Rev-Trac
Fortgeschritten
ServiceNow
Fortgeschritten

Senior ITIL-certified IT Service & Delivery Governance Manager with over 10 years of experience structuring and enabling enterprise IT services in complex multi-system environments.

 Proven track record in integrating Incident, Problem, Change, and Release Management, strengthening escalation frameworks, establishing KPI transparency, and aligning cross-functional teams with defined ITSM processes.

 Experienced in balancing controlled change execution with delivery speed, ensuring compliance, audit traceability, and operational stability across global enterprise landscapes.


Core competencies:

?        IT Service Governance & Enablement

?        ITIL-based Process Integration (Incident, Problem, Change, Release)

?        KPI Transparency, Service Reporting & Performance Steering

?        Escalation Management & Stakeholder Coordination

?        Controlled Change Enablement & Compliance

?        Enterprise ITSM Tooling (ServiceNow, SAP Solution Manager, Rev-Trac)

?        Operational Stabilization & Service Improvement

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