Freelancer profile translated to English.

Description

With over 25 years of IT experience, I have specialized in ITIL Service Management for over 14 years. You will receive an experienced ITIL4 Master who supports and manages ITSM tool implementations with a focus on practical process design, quality, and sustainable service orientation. My focus areas are Incident, Problem, Change, and Release Management, as well as the implementation and optimization of ITSM processes and tools (including ServiceNow, BMC Helix, USU, KIX, HP Service Manager).

Languages

German
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Düsseldorf (up to 50km), Hamburg (up to 50km), Frankfurt am Main (up to 50km), München (up to 50km), Berlin (up to 50km)

Jungheinrich AG
Process Manager in Operational Change Management
MECHANICAL ENGINEERING
March 2025 - September 2025 (6 months)
Hamburg, Germany
• Implementation of a central change process including CAB
• Technical support for the operational implementation of changes (ITIL technical change management)
• Co-design and technical implementation of digital processes
System environment:
ITIL, Windows, MS Office, Jira, Confluence, USU Service Management
Process Improvement Process Optimization Operational Process Design Process Design Moderation
Rheinmetall IT Solutions GmbH
Change Management Consultant ITIL
MECHANICAL ENGINEERING
August 2024 - May 2025 (9 months)
Dusseldorf, NW, Germany
• Lead for the implementation & execution of the ITIL process Change Management
• Preparation, convening, and moderation of the Change Advisory Board
• Creation of reports for monitoring KPIs and analysis of results for quality assurance of the process
• Derivation of measures for quality optimization and follow-up of results
• Identification of improvements to the Change Management process in coordination with other internal processes
• Further development of the Change Management process and improvement of quality within the organization
• Support & guidance of internal and external audits and certifications (e.g., ISO270001)
System environment:
ITIL, Windows, MS Office, ServiceNow
Process Improvement Process Optimization Process Analysis Process Modeling Operational Process Design
AIXTRON SE
IT Service Manager
MECHANICAL ENGINEERING
March 2024 - July 2024 (4 months)
Herzogenrath, Germany
• Service management and coordination
• Incident and problem management
• Change and release management
• Consulting on Service Level Agreements (SLAs)
• KPI monitoring and reporting
• Process optimization (reduction of ticket backlog)
• Moderation of team meetings
System environment:
ITIL, Windows, MS Office, KIX
Process Analysis Process Optimization Operational Process Design Moderation