06/22/2025 updated
100 % available
Freelance ITSM Process Manager | Incident, Problem
Giroc, Romania
Only remote
Management @ West UniversityBankingTelecommunicationsIT Service ManagementStakeholder ManagementUser Assistance
Experienced IT Process Manager with a proven record of keeping business-critical systems stable and efficient. Over the past 6+ years, I’ve helped leading banking and telecom companies in Europe strengthen their service operations and handle high-impact incidents calmly.
Clients trust me to bring order to chaos, spot hidden risks before they escalate, and communicate clearly with technical teams and senior stakeholders alike. I thrive in complex environments where processes must balance speed, quality, and compliance.
If you need someone who understands both the technical details and the business impact, I’m ready to step in and deliver results from day one!
Let’s build robust processes and keep your services running smoothly.
Clients trust me to bring order to chaos, spot hidden risks before they escalate, and communicate clearly with technical teams and senior stakeholders alike. I thrive in complex environments where processes must balance speed, quality, and compliance.
If you need someone who understands both the technical details and the business impact, I’m ready to step in and deliver results from day one!
Let’s build robust processes and keep your services running smoothly.
Experience
Professional experience5 - 10 years
Freelancer since2025
Languages
GermanBasic knowledgeEnglishFluentRomanianNative speaker
Project history
• Lead the implementation of incident management processes, collaborating with cross-functional teams to establish best practices and standard operating procedures.
• Conduct regular audits to ensure compliance with regulatory requirements and internal policies, identifying areas for improvement and implementing corrective actions.
• Manage high-priority incidents, coordinate response efforts and engage appropriate support personnel to mitigate impact and minimize downtime.
• Develop and maintain incident response plans, ensuring readiness to effectively respond to critical incidents and emergencies.
• Facilitate post-incident analysis sessions to identify root causes and lessons learned, driving continuous improvement in incident management processes and procedures.
• Play a key role in the development and delivery of incident management training programs for internal staff, enhancing organizational readiness and response capabilities.
• Conduct regular audits to ensure compliance with regulatory requirements and internal policies, identifying areas for improvement and implementing corrective actions.
• Manage high-priority incidents, coordinate response efforts and engage appropriate support personnel to mitigate impact and minimize downtime.
• Develop and maintain incident response plans, ensuring readiness to effectively respond to critical incidents and emergencies.
• Facilitate post-incident analysis sessions to identify root causes and lessons learned, driving continuous improvement in incident management processes and procedures.
• Play a key role in the development and delivery of incident management training programs for internal staff, enhancing organizational readiness and response capabilities.
• Led a team of problem managers in investigating and resolving root causes of complex technical issues, ensuring timely resolution and minimizing impact on business operations.
• Established and maintained key performance indicators (KPIs) to measure and track the effectiveness of problem management processes, providing regular reports to senior management.
• Developed and implemented strategies to proactively identify and address recurring problems, reducing the frequency and severity of incidents over time.
• Collaborated with cross-functional teams to implement preventive measures and corrective actions, driving continuous improvement in service reliability and availability.
• Acted as a subject matter expert on problem management processes and methodologies, providing guidance and support to internal stakeholders and project teams.
• Participate in customer-facing meetings and presentations to discuss problem resolution efforts, build trust, and strengthen client relationships.
• Established and maintained key performance indicators (KPIs) to measure and track the effectiveness of problem management processes, providing regular reports to senior management.
• Developed and implemented strategies to proactively identify and address recurring problems, reducing the frequency and severity of incidents over time.
• Collaborated with cross-functional teams to implement preventive measures and corrective actions, driving continuous improvement in service reliability and availability.
• Acted as a subject matter expert on problem management processes and methodologies, providing guidance and support to internal stakeholders and project teams.
• Participate in customer-facing meetings and presentations to discuss problem resolution efforts, build trust, and strengthen client relationships.
• Review and approve change requests, ensuring compliance with established change management policies and procedures.
• Facilitate Change Advisory Board (CAB) meetings to assess proposed changes, evaluate potential impacts, and make informed decisions.
• Coordinate the implementation of approved changes, working closely with internal teams and external vendors to minimize disruption and ensure successful deployment.
• Monitor and report on change management activities, including change request status, implementation timelines, and post-implementation reviews.
• Conduct regular reviews and audits of the change management process, identifying opportunities for optimization and improvement.
• Provide training and support to end-users and stakeholders on change management processes and tools, promoting awareness and adoption across the organization.
• Facilitate Change Advisory Board (CAB) meetings to assess proposed changes, evaluate potential impacts, and make informed decisions.
• Coordinate the implementation of approved changes, working closely with internal teams and external vendors to minimize disruption and ensure successful deployment.
• Monitor and report on change management activities, including change request status, implementation timelines, and post-implementation reviews.
• Conduct regular reviews and audits of the change management process, identifying opportunities for optimization and improvement.
• Provide training and support to end-users and stakeholders on change management processes and tools, promoting awareness and adoption across the organization.