Rafal W.

What's special:

• Triple Leverage: Combination of ITIL v4 Managing Professional, ServiceNow CSA, and SAFe Agilist – connecting process excellence, tool expertise, and scalable delivery.
• Fluent in German, Polish, and English – seamless collaboration with German-speaking stakeholders and nearshore teams for end-to-end responsibility.
• 24/7 services and escalation resilience from enterprise environments: Measurable focus on SLA compliance, cost/forecast control, and risk-mitigating plans.
• ITSM transformations according to ITIL/SIAM: Re-design of Incident/Change/Problem/Knowledge, consolidated SLAs/OLAs, stable escalation paths; Result: faster MTTR, lower ticket volume through knowledge and request optimization.
• Service Delivery Turnaround: Introduction of Service Improvement Plans, KPI/Report Governance, Financial Management, and Forecasting; Result: SLA compliance and predictable costs per service.
• ServiceNow Enablement: Administration, workflow design, and automation along Request/Incident/Change; Result: shorter lead times and reliable auditability.
• Available remotely; international collaboration with DACH focus possible.
• ITIL v4, IT Service Management, SIAM, Service Delivery Management, SLA Compliance, Major Incident Management, Escalation Management, Service Improvement Plan, Financial Management, Forecasting, Vendor Management, ServiceNow Administration, Process Design, Continuous Improvement, Team Leasing, IT Recruitment,