Interim Director / Head of IT Operations | Freelance, part-time available

I have extensive experience in IT Operations and IT Service Management, mainly in international enterprise environments. In recent years I have focused on ServiceNow-based ITSM, especially Incident, Problem, Change and Request Management as well as CMDB-related topics.

I work at the intersection of operations, processes and governance. My focus is to keep IT services stable and transparent, design processes that work in real life, and manage providers, SLAs and audits in a way that is practical, not only theoretical.

Key experience includes:

End-to-end responsibility for ServiceNow ITSM projects (requirements, design, implementation, go-live, hypercare)

Design, optimisation and governance of Incident, Problem, Change and Request processes

Supplier / vendor management, SLA definition, service reviews, cost and performance control

Support of internal and external audits and implementation of governance and compliance requirements in IT operations

Budget and project responsibility for IT services and external providers

Coordination of distributed teams and close collaboration with business stakeholders, internal IT and service providers

I work with ITIL® 4 and PRINCE2 Agile® and am known for a structured, hands-on and solution-oriented way of working. I can translate technical topics into language that management and business stakeholders can understand and act on.

I am available part-time as a freelancer – as a Project Manager in the area of ServiceNow ITSM & IT Operations, and also in interim leadership roles (e.g. Head / Director IT Operations & ITSM). I am fluent in English; my German is at a limited/working level, and for complex or critical topics I prefer to switch to English to avoid misunderstandings.