Senior ITSM & IT Operations Consultant | Microsoft 365 | Automation | Service Management | AI & Cloud
Aktualisiert am 07.04.2026
Profil
Freiberufler / Selbstständiger
Remote-Arbeit
Verfügbar ab: 07.04.2026
Verfügbar zu: 100%
davon vor Ort: 100%
IT Service Management (ITSM)
Microsoft 365
IT Operations
ServiceNow
Freshservice
Incident Management
Problem Management
Change Management
Service Delivery
SLA Management
KPI
CSAT
Microsoft Azure
Entra ID
Active Directory
Automation
Cloud Operations
IT Infrastructure
Monitoring
Process Optimization
Infrastruktur
German
Conversational - currently improving
Polish
native
English
Full Professional

Einsatzorte

Einsatzorte

Sassnitz (+500km) Hamburg (+500km) Berlin (+500km)
Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

5 Monate
2025-11 - heute

various

Service Desk Lead EMEA & NAM
Service Desk Lead EMEA & NAM
  • Leader of regional IT Service operations across EMEA & North America,responsible for service performance, governance and continuoustransformation initiatives.
  • Leading cross-regional Service Desk activities, ensuring operational stability, SLA adherence and high customer satisfaction across multiple business units.
  • Key responsibilities:
    • Ownership of ITSM platform (Freshservice) including workflow automationand process optimization
    • KPI & SLA governance, CSAT performance tracking and service improvement initiatives
    • Cross-functional coordination between L1, L2, Workplace, Infrastructure and Security teams
    • Major incident escalation management and operational stabilization
    • Joiner/ Mover/ Leaver governance & Microsoft 365 role model oversight
    • Service Desk transformation and automation strategy (n8n integration)
  • Key achievements:
    • Identified 40?50% automation potential in high-volume categories
    • Estimated 15?24 man-days monthly operational savings
    • Led global Ticket Reduction Program (30?50% reduction potential in selectedareas)
    • Strengthened compliance posture through M365/ Entra ID governanceredesign
    • Delivered SAP infrastructure readiness across 4 German locations
Focused on aligning IT operations with measurable KPIs, operationalexcellence and scalable digital service models.
Thai Union Group PCL.
Germany, Hybrid
2 Jahre 8 Monate
2023-04 - 2025-11

Support for production and office environments

IT Specialist
IT Specialist
Served as IT Specialist supporting production and office environments,ensuring operational stability of IT infrastructure and business-critical systems.
  • Administration and support of Microsoft 365 environment (Exchange, SharePoint, Teams)
  • Endpoint lifecycle management and workplace infrastructure
  • Support and maintenance of production-related systems (MES, automation environments)
  • Coordination with infrastructure, SAP, and global digital teams
  • Incident handling and root cause analysis in high-availability environment
  • Vendor coordination and hardware/network deployment
Contributed to infrastructure modernization initiatives and operationalprocess improvements, building the foundation for later leadership and ITSMtransformation responsibilities.
Thai Union Group PCL
Sassnitz (Germany), Hybrid
4 Jahre 8 Monate
2016-09 - 2021-04

automated production systems

Automation Systems Specialist
Automation Systems Specialist
Responsible for operation and technical support of automated productionsystems (Marel Innova & Afak systems) within industrial food manufacturingenvironment.
  • Monitoring and support of automation systems and production IT interfaces
  • Troubleshooting system interruptions and coordination with technical teams
  • Ensuring system stability and minimizing production downtime
  • Collaboration with maintenance and IT teams to improve operationalreliability
  • Support of system configuration and documentation updates
Developed strong understanding of industrial IT environments and automation-driven production systems.
EURO-Baltic FischverarbeitungsGmbH, Sassnitz/ Neu Mukran (Germany)
3 Jahre 1 Monat
2012-06 - 2015-06

technical support in the context of a national banking system

IT Support Specialist - Operations
IT Support Specialist - Operations
Provided technical support within a national banking environment, supportingbusiness users across multiple locations in Poland.
  • Incident analysis and structured escalation to infrastructure and applicationteams
  • Workstation lifecycle management (installation, configuration, maintenance)
  • Validation of issue resolution and service quality
  • Collaboration with cross-functional technical teams in a regulated financialenvironment
  • Ensuring adherence to SLAs and operational performance standards
Developed a strong foundation in structured IT service processes within thefinancial sector.
Citi, Warsaw (Poland)
2 Jahre 3 Monate
2010-04 - 2012-06

Healthcare Systems

IT Support Specialist
IT Support Specialist
Provided IT support within a healthcare organization, ensuring stable operationof medical and administrative systems in a regulated environment.
  • Troubleshooting hardware and software issues across multiple departments
  • Incident handling and structured escalation
  • Monitoring and management of temporary software licenses
  • Support of clinical and administrative IT systems
  • Ensuring minimal service disruption in patient-facing environments
Built strong foundation in service discipline, operational stability and end-usersupport within a compliance-driven sector.
LUX MED, Warsaw (Poland)
1 Jahr 10 Monate
2008-05 - 2010-02

IT audits

IT Auditor
IT Auditor
Responsible for conducting IT audits related to software licensing, hardwareinventory and compliance verification within enterprise client environments.
  • IT asset and software compliance analysis
  • Verification of hardware and software inventory
  • Documentation and reporting of audit findings
  • Collaboration with client IT departments during audit processes
  • Identification of compliance risks and optimization opportunities
Developed strong analytical skills and understanding of IT governance,compliance standards and asset management practices.
Fuego, Warsaw (Poland)

Aus- und Weiterbildung

Aus- und Weiterbildung

2010 - 2013
Study - E-Business
University of Finance and Management in Warsaw (Poland)
Degree: Bachelor

Certifications
  • Microsoft Official Course -Configuring and Troubleshooting Windows Server 2008 Active Directory Domain Services
  • Microsoft Certified Technology Specialist (MCTS)
  • Information Security Training (EU Project -ICT Security)
  • Microsoft Certified Technology Specialist- Windows 7 & Office 2010, Deployment Cisco Networking Academy -CCNA Discovery (Networking Fundamentals)
  • Google Cloud - Fundamentals: Core Infrastructure
  • Introduction to Al and Machine Learningon Google Cloud

Position

Position

Senior ITSM & Service Operations Specialist

Kompetenzen

Kompetenzen

Top-Skills

IT Service Management (ITSM) Microsoft 365 IT Operations ServiceNow Freshservice Incident Management Problem Management Change Management Service Delivery SLA Management KPI CSAT Microsoft Azure Entra ID Active Directory Automation Cloud Operations IT Infrastructure Monitoring Process Optimization Infrastruktur

Schwerpunkte

  • IT Service Management (ITSM) & Service Operations
  • IT Operations Governance
  • SLA/ KPI Performance Management
  • Microsoft 365 Governance & Digital Workplace
  • Global IT Operations

Produkte / Standards / Erfahrungen / Methoden

Profile
I am an IT Service Management professional with nearly 20 years of experience spanning banking, industrial automation and international manufacturing environments. Currently serving as IT Service Leadacross EMEA and North America, I focus on operational excellence, service delivery optimization and automation-driven efficiency at scale. My areas of expertise include:
  • IT Service Management(ITSM) and SLA governance
  • Service Desk transformation andticket reduction strategies
  • Workflow automation (Fresh service, ServiceNow, n8n)
  • Microsoft 365 governance and role-based accessmodel optimization
  • Cross-regional IT operations and stakeholder coordination
  • Infrastructure readiness for large-scale deployments (including SAP environments)
I specialize in aligning IT operations with measurable KPIs, enhancing service quality and reducing manual workload through structured processes, governance frameworks and targeted automation initiatives. Open to professional networking and strategic discussions related to IT operations, service transformation and digital modernization.

Einsatzorte

Einsatzorte

Sassnitz (+500km) Hamburg (+500km) Berlin (+500km)
Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

5 Monate
2025-11 - heute

various

Service Desk Lead EMEA & NAM
Service Desk Lead EMEA & NAM
  • Leader of regional IT Service operations across EMEA & North America,responsible for service performance, governance and continuoustransformation initiatives.
  • Leading cross-regional Service Desk activities, ensuring operational stability, SLA adherence and high customer satisfaction across multiple business units.
  • Key responsibilities:
    • Ownership of ITSM platform (Freshservice) including workflow automationand process optimization
    • KPI & SLA governance, CSAT performance tracking and service improvement initiatives
    • Cross-functional coordination between L1, L2, Workplace, Infrastructure and Security teams
    • Major incident escalation management and operational stabilization
    • Joiner/ Mover/ Leaver governance & Microsoft 365 role model oversight
    • Service Desk transformation and automation strategy (n8n integration)
  • Key achievements:
    • Identified 40?50% automation potential in high-volume categories
    • Estimated 15?24 man-days monthly operational savings
    • Led global Ticket Reduction Program (30?50% reduction potential in selectedareas)
    • Strengthened compliance posture through M365/ Entra ID governanceredesign
    • Delivered SAP infrastructure readiness across 4 German locations
Focused on aligning IT operations with measurable KPIs, operationalexcellence and scalable digital service models.
Thai Union Group PCL.
Germany, Hybrid
2 Jahre 8 Monate
2023-04 - 2025-11

Support for production and office environments

IT Specialist
IT Specialist
Served as IT Specialist supporting production and office environments,ensuring operational stability of IT infrastructure and business-critical systems.
  • Administration and support of Microsoft 365 environment (Exchange, SharePoint, Teams)
  • Endpoint lifecycle management and workplace infrastructure
  • Support and maintenance of production-related systems (MES, automation environments)
  • Coordination with infrastructure, SAP, and global digital teams
  • Incident handling and root cause analysis in high-availability environment
  • Vendor coordination and hardware/network deployment
Contributed to infrastructure modernization initiatives and operationalprocess improvements, building the foundation for later leadership and ITSMtransformation responsibilities.
Thai Union Group PCL
Sassnitz (Germany), Hybrid
4 Jahre 8 Monate
2016-09 - 2021-04

automated production systems

Automation Systems Specialist
Automation Systems Specialist
Responsible for operation and technical support of automated productionsystems (Marel Innova & Afak systems) within industrial food manufacturingenvironment.
  • Monitoring and support of automation systems and production IT interfaces
  • Troubleshooting system interruptions and coordination with technical teams
  • Ensuring system stability and minimizing production downtime
  • Collaboration with maintenance and IT teams to improve operationalreliability
  • Support of system configuration and documentation updates
Developed strong understanding of industrial IT environments and automation-driven production systems.
EURO-Baltic FischverarbeitungsGmbH, Sassnitz/ Neu Mukran (Germany)
3 Jahre 1 Monat
2012-06 - 2015-06

technical support in the context of a national banking system

IT Support Specialist - Operations
IT Support Specialist - Operations
Provided technical support within a national banking environment, supportingbusiness users across multiple locations in Poland.
  • Incident analysis and structured escalation to infrastructure and applicationteams
  • Workstation lifecycle management (installation, configuration, maintenance)
  • Validation of issue resolution and service quality
  • Collaboration with cross-functional technical teams in a regulated financialenvironment
  • Ensuring adherence to SLAs and operational performance standards
Developed a strong foundation in structured IT service processes within thefinancial sector.
Citi, Warsaw (Poland)
2 Jahre 3 Monate
2010-04 - 2012-06

Healthcare Systems

IT Support Specialist
IT Support Specialist
Provided IT support within a healthcare organization, ensuring stable operationof medical and administrative systems in a regulated environment.
  • Troubleshooting hardware and software issues across multiple departments
  • Incident handling and structured escalation
  • Monitoring and management of temporary software licenses
  • Support of clinical and administrative IT systems
  • Ensuring minimal service disruption in patient-facing environments
Built strong foundation in service discipline, operational stability and end-usersupport within a compliance-driven sector.
LUX MED, Warsaw (Poland)
1 Jahr 10 Monate
2008-05 - 2010-02

IT audits

IT Auditor
IT Auditor
Responsible for conducting IT audits related to software licensing, hardwareinventory and compliance verification within enterprise client environments.
  • IT asset and software compliance analysis
  • Verification of hardware and software inventory
  • Documentation and reporting of audit findings
  • Collaboration with client IT departments during audit processes
  • Identification of compliance risks and optimization opportunities
Developed strong analytical skills and understanding of IT governance,compliance standards and asset management practices.
Fuego, Warsaw (Poland)

Aus- und Weiterbildung

Aus- und Weiterbildung

2010 - 2013
Study - E-Business
University of Finance and Management in Warsaw (Poland)
Degree: Bachelor

Certifications
  • Microsoft Official Course -Configuring and Troubleshooting Windows Server 2008 Active Directory Domain Services
  • Microsoft Certified Technology Specialist (MCTS)
  • Information Security Training (EU Project -ICT Security)
  • Microsoft Certified Technology Specialist- Windows 7 & Office 2010, Deployment Cisco Networking Academy -CCNA Discovery (Networking Fundamentals)
  • Google Cloud - Fundamentals: Core Infrastructure
  • Introduction to Al and Machine Learningon Google Cloud

Position

Position

Senior ITSM & Service Operations Specialist

Kompetenzen

Kompetenzen

Top-Skills

IT Service Management (ITSM) Microsoft 365 IT Operations ServiceNow Freshservice Incident Management Problem Management Change Management Service Delivery SLA Management KPI CSAT Microsoft Azure Entra ID Active Directory Automation Cloud Operations IT Infrastructure Monitoring Process Optimization Infrastruktur

Schwerpunkte

  • IT Service Management (ITSM) & Service Operations
  • IT Operations Governance
  • SLA/ KPI Performance Management
  • Microsoft 365 Governance & Digital Workplace
  • Global IT Operations

Produkte / Standards / Erfahrungen / Methoden

Profile
I am an IT Service Management professional with nearly 20 years of experience spanning banking, industrial automation and international manufacturing environments. Currently serving as IT Service Leadacross EMEA and North America, I focus on operational excellence, service delivery optimization and automation-driven efficiency at scale. My areas of expertise include:
  • IT Service Management(ITSM) and SLA governance
  • Service Desk transformation andticket reduction strategies
  • Workflow automation (Fresh service, ServiceNow, n8n)
  • Microsoft 365 governance and role-based accessmodel optimization
  • Cross-regional IT operations and stakeholder coordination
  • Infrastructure readiness for large-scale deployments (including SAP environments)
I specialize in aligning IT operations with measurable KPIs, enhancing service quality and reducing manual workload through structured processes, governance frameworks and targeted automation initiatives. Open to professional networking and strategic discussions related to IT operations, service transformation and digital modernization.

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