IT Service Manager | ITSM Operations & Vendor Governance | ITIL v4
Aktualisiert am 12.06.2026
Profil
Freiberufler / Selbstständiger
Remote-Arbeit
Verfügbar ab: 12.06.2026
Verfügbar zu: 100%
davon vor Ort: 100%
Service-Management
ITIL
IT SERVICE MANAGEMENT
Lieferantenmanagement
Incident Management
Change managment
Delivery Management
IT-Betrieb
SLA Management
KPI
IT-Governance
Stakeholdermanagement
Microsoft 365
Azure AD
Active Directory
Jira Service Management
Atlassian Confluence
SAP
MDM
MS Power BI
IT Documentation
Agile / Scrum
Vendor Governance
English
C1/C2 ? Professional working language
German
A2/B1 ? Currently learning
Spanish
A2/B1 ? Currently learning
Croatian
Native

Einsatzorte

Einsatzorte

Munich (+50km)
Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

2 Jahre 10 Monate
2022-12 - 2025-09

Vendor Governance & Data-Driven Reporting

Retail IT Specialist (Regional IT Service Manager ? DACH & Central Europe)
Retail IT Specialist (Regional IT Service Manager ? DACH & Central Europe)
  • Platform & Product Ownership: Served as de-facto Regional Product Owner for the ITSM suite across 90+ retail locations in DACH & CEE ? owning the roadmap for Core Infrastructure and VDI (Citrix/VMware) and prioritising the backlog in Agile/Scrum with senior stakeholders. 
  • Vendor Governance & Data-Driven Reporting: Engineered a custom Vendor Governance framework replacing manual oversight with automated Power BI dashboards integrated with HDA ? reducing vendor review cycle time by ~35% and improving SLA breach visibility for C-level stakeholders. 
  • Cloud Migration & Infrastructure: Directed Azure AD/M365 tenant consolidation across DACH & CEE, migrating 3,000+ accounts with zero downtime. Personally commissioned critical store openings end-to-end ? network hardware, POS, cash registers, payment terminals, user provisioning and device deployment ? while overseeing IT delivery across 90+ sites. 100% day-one readiness across all openings. 
  • Incident, Problem & Change: Owned Incident, Problem and Change Management for mission-critical store infrastructure, maintaining >99% SLA compliance against agreed KPIs. 
  • Enterprise Systems & SAP: Daily multi-module SAP power user ? retail/inventory (MM), purchase order creation and approval workflows, invoice processing, order management and HR support. 
  • Enablement & Knowledge Management: Built IT training programmes and Confluence knowledge base for DACH retail staff ? cutting mean onboarding time ~40% and reducing repeat incidents through standardised procedures. 
  • Formal Recognition ? Zeugnis (Aug 2025): Highest attainable rating under German employment-reference standards ? citing rapid grasp of complex systems, exceptional availability during operational bottlenecks, and complete satisfaction across all responsibilities. 
EssilorLuxottica / Luxottica Germany GmbH · Munich, Germany
4 Monate
2022-07 - 2022-10

Atlassian ITSM Implementation

Product & Growth Manager ? ITSM & Platform Governance
Product & Growth Manager ? ITSM & Platform Governance
  • Atlassian ITSM Implementation: Implemented ITIL v4 governance in the Atlassian stack (Jira Service Management + Confluence), cutting mean Incident Response Time 25% through automated workflows, SLA alerting and structured escalation. 
  • Agile Requirement Engineering: Managed the enterprise requirement lifecycle in Agile/Scrum, bridging business stakeholders and technical delivery teams for on-time sprint delivery. 
Bakerix GmbH · Munich, Germany
1 Jahr 4 Monate
2021-04 - 2022-07

Incident Management & Continuity

Operations Supervisor ? Incident & Platform Delivery
Operations Supervisor ? Incident & Platform Delivery
  • Team Leadership: Directly supervised a team of ~20 operational staff ? managing daily performance, shift coordination and service continuity in a high-pressure, high-growth environment. 
  • Incident Management & Continuity: Led cross-functional incident response through real-time monitoring and root-cause analysis; scaled service-delivery processes to support a 3× increase in daily order volume without SLA degradation.
Gorillas Technologies · Munich, Germany
1 Jahr 7 Monate
2018-06 - 2019-12

Managed concurrent client projects end-to-end ? design production

Graphic Designer & Project Manager
Graphic Designer & Project Manager
  • Managed concurrent client projects end-to-end ? design production (Corel Draw, Photoshop, 3D art), print materials and delivery timelines ? building client communication and deadline discipline in a startup environment. 
Grafika / Mostar Wedding · Mostar, Bosnia & Herzegovina
6 Monate
2017-12 - 2018-05

First and second-line IT support

Technical Support Specialist L1/L2
Technical Support Specialist L1/L2
  • First and second-line IT support at a leading sports betting software provider ? incident resolution, user support and structured ticket handling. 
  • Foundational ITSM experience. 
NSoft d.o.o. · Mostar, Bosnia & Herzegovina
2 Jahre 6 Monate
2013-07 - 2015-12

MySQL database architecture and optimisation

Software Developer
Software Developer
  • Full-time developer focused on MySQL database architecture and optimisation for an accounting platform, with hands-on hardware deployment (registers, laptops, PCs). 
  • Engineering foundation underpinning later infrastructure depth. 
Vanima d.o.o. · Mostar, Bosnia & Herzegovina

Aus- und Weiterbildung

Aus- und Weiterbildung

2013

MSc Computer Science ? University of Mostar, FSR


CERTIFICATIONS

  • ITIL v4 Foundation ? PeopleCert
  • ServiceNow CSA ? In Progress
  • Microsoft 365 Enterprise Admin Expert ? In Progress

Kompetenzen

Kompetenzen

Top-Skills

Service-Management ITIL IT SERVICE MANAGEMENT Lieferantenmanagement Incident Management Change managment Delivery Management IT-Betrieb SLA Management KPI IT-Governance Stakeholdermanagement Microsoft 365 Azure AD Active Directory Jira Service Management Atlassian Confluence SAP MDM MS Power BI IT Documentation Agile / Scrum Vendor Governance

Produkte / Standards / Erfahrungen / Methoden

PROFESSIONAL PROFILE

IT Service Manager with 8+ years across software development, enterprise IT support and regional IT operations ? owning IT service delivery across 90+ locations for a NYSE-listed multinational. MSc Computer Science, ITIL v4 certified. Proven in end-to-end ITSM lifecycles, SLA/KPI governance, vendor management, SAP multi-module operations and Azure AD/M365 administration. Recognised at the highest attainable German employment-reference standard for reliability, precision and stakeholder management. 


SKILLS

  • ITSM & Governance: HDA Enterprise Ticketing, Jira Service Management, Confluence, ServiceNow (platform knowledge ? CSA in progress), ITIL v4, Agile/Scrum, IT Governance, Compliance & Audit, OKR/KPI Management
  • Infrastructure & Cloud: Azure AD, M365 Enterprise Admin, Active Directory, VDI (Citrix/VMware), MDM (AirWatch/VMware Workspace ONE, Intune), Hybrid Cloud
  • Enterprise Systems & Data: SAP (multi-module power user ? MM/Retail, Procurement, Invoicing, HR), Power BI, EDGEpro, SLA/KPI Reporting, Hardware Deployment & Configuration
  • Business & Leadership: Stakeholder Management, Digital Transformation, Product Ownership, Vendor Management, Budget Oversight, Licensing 

Einsatzorte

Einsatzorte

Munich (+50km)
Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

2 Jahre 10 Monate
2022-12 - 2025-09

Vendor Governance & Data-Driven Reporting

Retail IT Specialist (Regional IT Service Manager ? DACH & Central Europe)
Retail IT Specialist (Regional IT Service Manager ? DACH & Central Europe)
  • Platform & Product Ownership: Served as de-facto Regional Product Owner for the ITSM suite across 90+ retail locations in DACH & CEE ? owning the roadmap for Core Infrastructure and VDI (Citrix/VMware) and prioritising the backlog in Agile/Scrum with senior stakeholders. 
  • Vendor Governance & Data-Driven Reporting: Engineered a custom Vendor Governance framework replacing manual oversight with automated Power BI dashboards integrated with HDA ? reducing vendor review cycle time by ~35% and improving SLA breach visibility for C-level stakeholders. 
  • Cloud Migration & Infrastructure: Directed Azure AD/M365 tenant consolidation across DACH & CEE, migrating 3,000+ accounts with zero downtime. Personally commissioned critical store openings end-to-end ? network hardware, POS, cash registers, payment terminals, user provisioning and device deployment ? while overseeing IT delivery across 90+ sites. 100% day-one readiness across all openings. 
  • Incident, Problem & Change: Owned Incident, Problem and Change Management for mission-critical store infrastructure, maintaining >99% SLA compliance against agreed KPIs. 
  • Enterprise Systems & SAP: Daily multi-module SAP power user ? retail/inventory (MM), purchase order creation and approval workflows, invoice processing, order management and HR support. 
  • Enablement & Knowledge Management: Built IT training programmes and Confluence knowledge base for DACH retail staff ? cutting mean onboarding time ~40% and reducing repeat incidents through standardised procedures. 
  • Formal Recognition ? Zeugnis (Aug 2025): Highest attainable rating under German employment-reference standards ? citing rapid grasp of complex systems, exceptional availability during operational bottlenecks, and complete satisfaction across all responsibilities. 
EssilorLuxottica / Luxottica Germany GmbH · Munich, Germany
4 Monate
2022-07 - 2022-10

Atlassian ITSM Implementation

Product & Growth Manager ? ITSM & Platform Governance
Product & Growth Manager ? ITSM & Platform Governance
  • Atlassian ITSM Implementation: Implemented ITIL v4 governance in the Atlassian stack (Jira Service Management + Confluence), cutting mean Incident Response Time 25% through automated workflows, SLA alerting and structured escalation. 
  • Agile Requirement Engineering: Managed the enterprise requirement lifecycle in Agile/Scrum, bridging business stakeholders and technical delivery teams for on-time sprint delivery. 
Bakerix GmbH · Munich, Germany
1 Jahr 4 Monate
2021-04 - 2022-07

Incident Management & Continuity

Operations Supervisor ? Incident & Platform Delivery
Operations Supervisor ? Incident & Platform Delivery
  • Team Leadership: Directly supervised a team of ~20 operational staff ? managing daily performance, shift coordination and service continuity in a high-pressure, high-growth environment. 
  • Incident Management & Continuity: Led cross-functional incident response through real-time monitoring and root-cause analysis; scaled service-delivery processes to support a 3× increase in daily order volume without SLA degradation.
Gorillas Technologies · Munich, Germany
1 Jahr 7 Monate
2018-06 - 2019-12

Managed concurrent client projects end-to-end ? design production

Graphic Designer & Project Manager
Graphic Designer & Project Manager
  • Managed concurrent client projects end-to-end ? design production (Corel Draw, Photoshop, 3D art), print materials and delivery timelines ? building client communication and deadline discipline in a startup environment. 
Grafika / Mostar Wedding · Mostar, Bosnia & Herzegovina
6 Monate
2017-12 - 2018-05

First and second-line IT support

Technical Support Specialist L1/L2
Technical Support Specialist L1/L2
  • First and second-line IT support at a leading sports betting software provider ? incident resolution, user support and structured ticket handling. 
  • Foundational ITSM experience. 
NSoft d.o.o. · Mostar, Bosnia & Herzegovina
2 Jahre 6 Monate
2013-07 - 2015-12

MySQL database architecture and optimisation

Software Developer
Software Developer
  • Full-time developer focused on MySQL database architecture and optimisation for an accounting platform, with hands-on hardware deployment (registers, laptops, PCs). 
  • Engineering foundation underpinning later infrastructure depth. 
Vanima d.o.o. · Mostar, Bosnia & Herzegovina

Aus- und Weiterbildung

Aus- und Weiterbildung

2013

MSc Computer Science ? University of Mostar, FSR


CERTIFICATIONS

  • ITIL v4 Foundation ? PeopleCert
  • ServiceNow CSA ? In Progress
  • Microsoft 365 Enterprise Admin Expert ? In Progress

Kompetenzen

Kompetenzen

Top-Skills

Service-Management ITIL IT SERVICE MANAGEMENT Lieferantenmanagement Incident Management Change managment Delivery Management IT-Betrieb SLA Management KPI IT-Governance Stakeholdermanagement Microsoft 365 Azure AD Active Directory Jira Service Management Atlassian Confluence SAP MDM MS Power BI IT Documentation Agile / Scrum Vendor Governance

Produkte / Standards / Erfahrungen / Methoden

PROFESSIONAL PROFILE

IT Service Manager with 8+ years across software development, enterprise IT support and regional IT operations ? owning IT service delivery across 90+ locations for a NYSE-listed multinational. MSc Computer Science, ITIL v4 certified. Proven in end-to-end ITSM lifecycles, SLA/KPI governance, vendor management, SAP multi-module operations and Azure AD/M365 administration. Recognised at the highest attainable German employment-reference standard for reliability, precision and stakeholder management. 


SKILLS

  • ITSM & Governance: HDA Enterprise Ticketing, Jira Service Management, Confluence, ServiceNow (platform knowledge ? CSA in progress), ITIL v4, Agile/Scrum, IT Governance, Compliance & Audit, OKR/KPI Management
  • Infrastructure & Cloud: Azure AD, M365 Enterprise Admin, Active Directory, VDI (Citrix/VMware), MDM (AirWatch/VMware Workspace ONE, Intune), Hybrid Cloud
  • Enterprise Systems & Data: SAP (multi-module power user ? MM/Retail, Procurement, Invoicing, HR), Power BI, EDGEpro, SLA/KPI Reporting, Hardware Deployment & Configuration
  • Business & Leadership: Stakeholder Management, Digital Transformation, Product Ownership, Vendor Management, Budget Oversight, Licensing 

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