IT Service Manager | 25+ Years of Experience | ITSM Frameworks, Multi-Vendor Environments & International Teams
Aktualisiert am 11.05.2026
Profil
Freiberufler / Selbstständiger
Remote-Arbeit
Verfügbar ab: 25.05.2026
Verfügbar zu: 20%
davon vor Ort: 0%
ITSM
ITIL
Leadership
Service-Level-Agreement
Business Continuity Management
Changemanagement
Incident Management
Czech
Native
English
Professional working proficiency

Einsatzorte

Einsatzorte

Schweiz, Österreich
möglich

Projekte

Projekte

4 Jahre 2 Monate
2022-04 - heute

End-to-end service management

IT Service Manager
IT Service Manager

End-to-end service management for a global technology manufacturer (industrial IoT & energy management). Managing 7 Service Owners directly and 10 Business Application Owners in a dotted-line structure, reporting to the Chief Digital Officer (CDO).

  • Designed and implemented a structured service catalogue covering all internal and external IT services, including defined Service Classes with specific SLAs
  • Established ITIL-aligned Incident, Request Fulfilment, Request for Change, and Problem management processes across distributed teams and multiple 3rd-party vendors; ensured SLA compliance and continuous improvement.
  • Defined SLA and XLA frameworks aligned with business requirements; delivered KPI reporting and regular service reviews for executive and management audiences.
  • Managed annual service budgets covering external development and maintenance; collaborated with finance and stakeholders on forecasting and cost control.
  • Designed and documented BCP and DRP in compliance with ISO 9001, ISO/IEC 27001, and NIS2; led desk-based BCP tests in collaboration with the cyber security team.
  • Implemented AI tooling within service management workflows; monitored adoption and applied AI to knowledge base creation and IT documentation.
  • Acted as Scrum Master for defined services ? sprint planning, reviews, post-sprint evaluation, and monthly release oversight across 7 service domains

ComAp a.s.
Prague, Czech Republic (Global)
2 Jahre 6 Monate
2019-11 - 2022-04

CZ - Prague Digital Hub

OSS Engineer / IT Operation Manager
OSS Engineer / IT Operation Manager

Responsible for IT governance, vendor management, and budget oversight within one of the world's largest FMCG corporations.

  • Primary IT contact for local business departments and key contact for CZ vendors (Vodafone, Solufak, Lenovo, Lexmark); managed the CZ IT hardware budget.
  • Led testing and implementation of all IT equipment and software; provided escalation support for complex incidents beyond standard service desk resolution.
  • Participated in local and European IT projects representing the Prague Digital Hub.
Anheuser-Busch InBev CZ
Prague, Czech Republic
2 Jahre 7 Monate
2017-04 - 2019-10

IT governance structure

IT Country Leader
IT Country Leader
IT leader for GE Czech Republic and Slovakia ? team of 3 external engineers, ~380 users. Reported into global IT governance structure.
  • Key interface between GE executive management and international IT provider Computacenter Inc.; served as international consultant for Computacenter engineers across Europe.
  • Led all IT projects from design through delivery; sole contract holder for all external IT service and hardware suppliers in the region.
  • Administered file, application, and secure print servers; provided complex HW/SW/LAN/WAN support for internal and external GE staff
General Electric International Inc
Czech Republic & Slovakia
3 Jahre 7 Monate
2013-09 - 2017-03

IT support

Team Leader - End User Support
Team Leader - End User Support
Leader of 2 external engineers providing full-spectrum IT support (HW, SW, LAN/WAN, telecom, mobile devices) for GE CZ & SK (~380 users).
  • Key IT contact between GE management and Computacenter; primary contact for all external IT suppliers and contracts in the region.
General Electric International Inc
Czech Republic & Slovakia

Aus- und Weiterbildung

Aus- und Weiterbildung

2006 - 2011

Dept. of System Engineering & Informatics

Master's Degree (Ing.) - Informatics

Czech University of Life Sciences Prague


Certifications & Training

  • ITIL Foundation Level
  • Engaging Leadership
  • Emotional Intelligence
  • Authentic Manager
  • Agile Training
  • Leadership & Management Certifications

Position

Position

  • IT SERVICE MANAGER
  • EXTERNAL CONSULTANT

Kompetenzen

Kompetenzen

Top-Skills

ITSM ITIL Leadership Service-Level-Agreement Business Continuity Management Changemanagement Incident Management

Aufgabenbereiche

  • Service Catalogue & Lifecycle Management
  • IT Process Analysis & Improvement
  • Budget Management
  • KPI Reporting & Service Reviews
  • Tooling Analysis & Selection
  • Incident, Request Fulfilment, Request for Change & Problem Management
  • Service Owner Leadership
  • Vendor & 3rd-Party Management
  • Business Continuity & Disaster Recovery
  • Release & Agile Delivery Management
  • SLA & XLA Definition
  • ITSM Team Leadership & Recruitment
  • Monitoring & On-Call Process Design
  • Service Onboarding from Projects
  • AI in Service Management

Produkte / Standards / Erfahrungen / Methoden

Profile

IT Service Manager with over 25 years of progressive IT experience, including 4+ years in a senior service management role at a global technology manufacturer. Proven track record of designing and governing end-to-end ITSM frameworks across complex, multi-vendor environments ? spanning internal business systems (ERP, CRM, HRIS, collaboration tools, and others) and customer-facing cloud services. Experienced in leading cross-functional teams (7 direct + 10 dotted-line reports), managing international 3rd-party suppliers, and aligning IT service delivery with business strategy. Career background includes multinational corporations - General Electric and Anheuser-Busch InBev. Open to fully remote engagements ? full-scope or individual service management areas based on client needs.


PROFESSIONAL APPROACH

  • Results-driven
    • with a strong commitment to seeing things through to completion.
  • Operationally-driven:
    • responsive to changing conditions - adapts processes, decisions, and documentation in real time to reflect the current state.
  • Communication-first:
    • addresses issues early across all levels to prevent escalation.
  • Enabling leadership:
    • supports team development, delegates responsibility where appropriate, and creates conditions where people can do their best work - balancing delivery targets with team wellbeing and long-term retention.


TOOLS & TECHNOLOGIES

ITSM, Ticketing & Collaboration

  • Jira 
  • Alvao 
  • ServiceNow 
  • Siebel 
  • AMOS 
  • Confluence 
  • Azure DevOps


Process & Modelling

  • Camunda Modeler 
  • MS Visio


Enterprise Systems

  • MS Dynamics 365 Finance 
  • SAP 
  • MS 365 
  • HR 2S


AI Tools & Automation

  • Claude AI (Cowork / Code) 
  • MS Copilot 
  • ChatGPT - including agent workflows and lightweight application development


Work Experience

Role: Founder and head coach 

Customer: on request

Einsatzorte

Einsatzorte

Schweiz, Österreich
möglich

Projekte

Projekte

4 Jahre 2 Monate
2022-04 - heute

End-to-end service management

IT Service Manager
IT Service Manager

End-to-end service management for a global technology manufacturer (industrial IoT & energy management). Managing 7 Service Owners directly and 10 Business Application Owners in a dotted-line structure, reporting to the Chief Digital Officer (CDO).

  • Designed and implemented a structured service catalogue covering all internal and external IT services, including defined Service Classes with specific SLAs
  • Established ITIL-aligned Incident, Request Fulfilment, Request for Change, and Problem management processes across distributed teams and multiple 3rd-party vendors; ensured SLA compliance and continuous improvement.
  • Defined SLA and XLA frameworks aligned with business requirements; delivered KPI reporting and regular service reviews for executive and management audiences.
  • Managed annual service budgets covering external development and maintenance; collaborated with finance and stakeholders on forecasting and cost control.
  • Designed and documented BCP and DRP in compliance with ISO 9001, ISO/IEC 27001, and NIS2; led desk-based BCP tests in collaboration with the cyber security team.
  • Implemented AI tooling within service management workflows; monitored adoption and applied AI to knowledge base creation and IT documentation.
  • Acted as Scrum Master for defined services ? sprint planning, reviews, post-sprint evaluation, and monthly release oversight across 7 service domains

ComAp a.s.
Prague, Czech Republic (Global)
2 Jahre 6 Monate
2019-11 - 2022-04

CZ - Prague Digital Hub

OSS Engineer / IT Operation Manager
OSS Engineer / IT Operation Manager

Responsible for IT governance, vendor management, and budget oversight within one of the world's largest FMCG corporations.

  • Primary IT contact for local business departments and key contact for CZ vendors (Vodafone, Solufak, Lenovo, Lexmark); managed the CZ IT hardware budget.
  • Led testing and implementation of all IT equipment and software; provided escalation support for complex incidents beyond standard service desk resolution.
  • Participated in local and European IT projects representing the Prague Digital Hub.
Anheuser-Busch InBev CZ
Prague, Czech Republic
2 Jahre 7 Monate
2017-04 - 2019-10

IT governance structure

IT Country Leader
IT Country Leader
IT leader for GE Czech Republic and Slovakia ? team of 3 external engineers, ~380 users. Reported into global IT governance structure.
  • Key interface between GE executive management and international IT provider Computacenter Inc.; served as international consultant for Computacenter engineers across Europe.
  • Led all IT projects from design through delivery; sole contract holder for all external IT service and hardware suppliers in the region.
  • Administered file, application, and secure print servers; provided complex HW/SW/LAN/WAN support for internal and external GE staff
General Electric International Inc
Czech Republic & Slovakia
3 Jahre 7 Monate
2013-09 - 2017-03

IT support

Team Leader - End User Support
Team Leader - End User Support
Leader of 2 external engineers providing full-spectrum IT support (HW, SW, LAN/WAN, telecom, mobile devices) for GE CZ & SK (~380 users).
  • Key IT contact between GE management and Computacenter; primary contact for all external IT suppliers and contracts in the region.
General Electric International Inc
Czech Republic & Slovakia

Aus- und Weiterbildung

Aus- und Weiterbildung

2006 - 2011

Dept. of System Engineering & Informatics

Master's Degree (Ing.) - Informatics

Czech University of Life Sciences Prague


Certifications & Training

  • ITIL Foundation Level
  • Engaging Leadership
  • Emotional Intelligence
  • Authentic Manager
  • Agile Training
  • Leadership & Management Certifications

Position

Position

  • IT SERVICE MANAGER
  • EXTERNAL CONSULTANT

Kompetenzen

Kompetenzen

Top-Skills

ITSM ITIL Leadership Service-Level-Agreement Business Continuity Management Changemanagement Incident Management

Aufgabenbereiche

  • Service Catalogue & Lifecycle Management
  • IT Process Analysis & Improvement
  • Budget Management
  • KPI Reporting & Service Reviews
  • Tooling Analysis & Selection
  • Incident, Request Fulfilment, Request for Change & Problem Management
  • Service Owner Leadership
  • Vendor & 3rd-Party Management
  • Business Continuity & Disaster Recovery
  • Release & Agile Delivery Management
  • SLA & XLA Definition
  • ITSM Team Leadership & Recruitment
  • Monitoring & On-Call Process Design
  • Service Onboarding from Projects
  • AI in Service Management

Produkte / Standards / Erfahrungen / Methoden

Profile

IT Service Manager with over 25 years of progressive IT experience, including 4+ years in a senior service management role at a global technology manufacturer. Proven track record of designing and governing end-to-end ITSM frameworks across complex, multi-vendor environments ? spanning internal business systems (ERP, CRM, HRIS, collaboration tools, and others) and customer-facing cloud services. Experienced in leading cross-functional teams (7 direct + 10 dotted-line reports), managing international 3rd-party suppliers, and aligning IT service delivery with business strategy. Career background includes multinational corporations - General Electric and Anheuser-Busch InBev. Open to fully remote engagements ? full-scope or individual service management areas based on client needs.


PROFESSIONAL APPROACH

  • Results-driven
    • with a strong commitment to seeing things through to completion.
  • Operationally-driven:
    • responsive to changing conditions - adapts processes, decisions, and documentation in real time to reflect the current state.
  • Communication-first:
    • addresses issues early across all levels to prevent escalation.
  • Enabling leadership:
    • supports team development, delegates responsibility where appropriate, and creates conditions where people can do their best work - balancing delivery targets with team wellbeing and long-term retention.


TOOLS & TECHNOLOGIES

ITSM, Ticketing & Collaboration

  • Jira 
  • Alvao 
  • ServiceNow 
  • Siebel 
  • AMOS 
  • Confluence 
  • Azure DevOps


Process & Modelling

  • Camunda Modeler 
  • MS Visio


Enterprise Systems

  • MS Dynamics 365 Finance 
  • SAP 
  • MS 365 
  • HR 2S


AI Tools & Automation

  • Claude AI (Cowork / Code) 
  • MS Copilot 
  • ChatGPT - including agent workflows and lightweight application development


Work Experience

Role: Founder and head coach 

Customer: on request

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