ITIL® 4 Process Manager | IT Service Management Expert | Driving IT Efficiency & Service Excellence

Freelancer Profile: ITIL® 4 Process Manager | IT Service Management Expert | Driving IT Efficiency & Service Excellence

Profile Summary

As a certified ITIL® 4 Process Manager, I help organizations streamline their IT operations, improve service delivery, and align IT processes with business outcomes. With over a decade of experience in IT Service Management (ITSM), I specialize in designing, implementing, and optimizing ITIL-based processes across incident, problem, change, request, and service level management.

I bring a hands-on, outcomes-driven approach to service management—bridging the gap between strategy and execution. Whether you’re launching a ServiceNow implementation, looking to mature your ITSM capabilities, or seeking to reduce downtime and improve customer experience, I bring the expertise, tools, and mindset to deliver lasting results.

Key Competencies

ITIL® 4 Process Design & Optimization
ITSM Framework Implementation
Incident, Problem, Change, Request Management
Service Catalog & SLA Development
IT Operations & Service Desk Improvement
Process Governance & KPIs
Tool Configuration (ServiceNow, BMC Remedy, Jira Service Management)
Service Transition & Continuous Improvement
Knowledge & Configuration Management
Agile & DevOps-Aligned Service Management

What I Do

I support organizations at every stage of their ITIL and service transformation journeys—from designing foundational processes to optimizing existing ones. My work focuses on ensuring your IT services are efficient, standardized, scalable, and aligned with business needs.

Here’s how I typically support clients:

Process Assessment & Gap Analysis:
Review current-state processes, identify inefficiencies, and assess maturity against ITIL best practices.

Process Design & Implementation:
Design tailored, right-sized ITIL 4-compliant processes that fit your organization’s goals and culture.

ITSM Tool Configuration:
Align tools (e.g., ServiceNow, Jira Service Management) with process design to ensure automation, reporting, and workflow consistency.

Governance & Continuous Improvement:
Establish process ownership, KPIs, reporting dashboards, and continuous improvement cycles.

Training & Adoption Support:
Deliver workshops, documentation, and coaching to ensure stakeholder buy-in and process adoption.

Sample Engagements

✅ Incident & Problem Management Optimization
Redesigned and automated incident and problem management processes for a global logistics company. Reduced average incident resolution time by 40% and improved first-call resolution by 25%.

✅ ITIL Process Framework Implementation
Led the end-to-end implementation of the ITIL 4 service lifecycle for a mid-sized fintech firm, including change, request, configuration, and service catalog management. Achieved ISO/IEC 20000 compliance in under 9 months.

✅ ServiceNow Rollout & Integration
Worked with a healthcare provider to configure ServiceNow aligned with ITIL 4 practices. Introduced governance, workflow templates, and dashboard metrics to track SLAs, improving service visibility and performance.

✅ Change Enablement Overhaul
Revamped change management for an enterprise client moving to Agile. Balanced speed and risk by implementing CAB-lite workflows, emergency change gates, and real-time impact analysis.

Industries Served

Financial Services & Insurance
Healthcare & Pharma
Government & Public Sector
Technology & Software Development
Logistics & Manufacturing
Retail & E-commerce

Certifications

ITIL® 4 Managing Professional (MP)
ITIL® 4 Foundation
ISO/IEC 20000 Practitioner
Certified ScrumMaster (CSM)
ServiceNow System Administrator (optional if applicable)
Lean IT Foundation

Tools & Platforms

ServiceNow (ITSM, ITOM, CMDB, Change, Knowledge)
Jira Service Management / Atlassian Suite
BMC Remedy
Ivanti / Cherwell
Freshservice
Power BI / Excel for reporting
Confluence / SharePoint for documentation

Why Clients Choose Me

✔ Practical ITIL 4 Knowledge – I don't just implement theory—I tailor ITIL principles to your business reality, ensuring results you can measure.

✔ Tool-Agnostic Expertise – Whether you're using ServiceNow, Jira, or another platform, I adapt my approach to fit your ecosystem.

✔ Process-Minded, People-Focused – I combine a deep understanding of process design with the ability to engage teams and drive adoption.

✔ End-to-End Delivery – From diagnostics to rollout, training, and continuous improvement, I handle the full process lifecycle.

✔ Fast Ramp-Up – I quickly assess environments, build rapport, and start delivering value—ideal for time-sensitive or high-impact projects.

Client Feedback

"The Consultant helped us restructure our entire change and incident management approach. The improvement in uptime, team coordination, and reporting clarity was beyond what we hoped for."
– IT Director, Healthcare Company

"A true ITIL expert. We went from reactive firefighting to proactive service management in just months. Highly recommended."
– Head of Infrastructure, Global Retailer

"Our ServiceNow deployment would have stalled without [Freelancer’s Name] guiding the ITSM side. Process maturity went from 2 to 4 within 6 months."
– Program Manager, Financial Services

Let’s Work Together

If your organization is struggling with inefficient IT processes, low service desk performance, or inconsistent service delivery, I can help. As an ITIL 4-certified expert, I offer both strategic guidance and hands-on delivery to modernize your ITSM landscape.

Let’s bring structure, clarity, and measurable improvement to your IT operations.

Contact me to discuss your project needs—I’m ready to support your transformation.

Would you like this adapted to German or written for a specific platform like Upwork or Freelancer.de? I can also add visual formatting or bullet-point style if you plan to publish it on a freelance platform.