10/05/2026 updated
100 % available
IT Service Design & Operational Readiness Consultant
Sibiu, Romania
Only remote
Service DesignSystems Integration
Organisational & Operational Service Architecture
Expertise in designing and assessing organisational and operational service architectures, including operating models around technology, support structures, roles, interfaces and ITSM processes across complex enterprise environments.
Operational Readiness Assessments & Service Acceptance
Extensive experience conducting evidence-based operational readiness assessments covering governance, roles, support processes, knowledge, documentation, monitoring, reporting, tooling and cross-team dependencies, translating findings into actionable remediation plans.
Service Transition, Onboarding & BAU Handover
Proven track record leading structured service transitions, knowledge transfer and operational handovers, ensuring support capability, service stability and SLA adherence from day one across international multi-vendor settings.
ITSM & Service Maturity Assessments
Design and delivery of ITSM maturity assessments including current-state scoring, gap and operational-impact analysis, quick wins and prioritised improvement roadmaps.
Incident, Problem, Change & Major Incident Management
Design and implementation of major-incident first-response processes for P1/P2 events, covering impact assessment, escalation, communication, stakeholder responsibilities and action tracking.
SLA/OLA, KPI, Reporting & Service Governance
Definition and continuous refinement of support models, governance cadence, service reporting and KPI/SLA controls, maintaining high contractual SLA performance and leading monthly service reviews and executive reporting.
Target Operating Models, RACI & Service Interfaces
Development of target operating models, RACI frameworks and service interfaces, translating contractual and customer requirements into executable service models with measurable controls and clear operational responsibilities.
Supplier Integration, Multi-Vendor Governance & CSI
Conducting supplier-performance and service-maturity assessments for international external IT providers, designing provider scorecards, service-review governance, escalation mechanisms and remediation plans.
Knowledge Transfer, Hypercare & Operational Documentation
Leading knowledge transfer activities, hypercare phases and operational documentation to ensure acceptance of support responsibilities, residual risks and continuity arrangements during and after service transitions.
Service Design & Support Model Review
Review and design of support levels, roles, interfaces, escalation paths, SLA/OLA structures, governance and operational controls, including support-flow redesign and on-call assessments.
Expertise in designing and assessing organisational and operational service architectures, including operating models around technology, support structures, roles, interfaces and ITSM processes across complex enterprise environments.
Operational Readiness Assessments & Service Acceptance
Extensive experience conducting evidence-based operational readiness assessments covering governance, roles, support processes, knowledge, documentation, monitoring, reporting, tooling and cross-team dependencies, translating findings into actionable remediation plans.
Service Transition, Onboarding & BAU Handover
Proven track record leading structured service transitions, knowledge transfer and operational handovers, ensuring support capability, service stability and SLA adherence from day one across international multi-vendor settings.
ITSM & Service Maturity Assessments
Design and delivery of ITSM maturity assessments including current-state scoring, gap and operational-impact analysis, quick wins and prioritised improvement roadmaps.
Incident, Problem, Change & Major Incident Management
Design and implementation of major-incident first-response processes for P1/P2 events, covering impact assessment, escalation, communication, stakeholder responsibilities and action tracking.
SLA/OLA, KPI, Reporting & Service Governance
Definition and continuous refinement of support models, governance cadence, service reporting and KPI/SLA controls, maintaining high contractual SLA performance and leading monthly service reviews and executive reporting.
Target Operating Models, RACI & Service Interfaces
Development of target operating models, RACI frameworks and service interfaces, translating contractual and customer requirements into executable service models with measurable controls and clear operational responsibilities.
Supplier Integration, Multi-Vendor Governance & CSI
Conducting supplier-performance and service-maturity assessments for international external IT providers, designing provider scorecards, service-review governance, escalation mechanisms and remediation plans.
Knowledge Transfer, Hypercare & Operational Documentation
Leading knowledge transfer activities, hypercare phases and operational documentation to ensure acceptance of support responsibilities, residual risks and continuity arrangements during and after service transitions.
Service Design & Support Model Review
Review and design of support levels, roles, interfaces, escalation paths, SLA/OLA structures, governance and operational controls, including support-flow redesign and on-call assessments.
Languages
GermanFluentEnglishFluent
Project history
Lead service operations for a 14-person shared-service team supporting eight customer-aligned product services using Azure technologies. Conduct product-level service maturity and operational-readiness assessments. Designed and implemented a service maturity scorecard and a major-incident first-response process for P1/P2 events. Redesigned support flows and operational interfaces. Translates operational data and quarterly customer feedback into Service Improvement Plans.
Accountable for the transition and operational readiness of four IT services within an international delivery organisation of approximately 60 professionals. Assesses readiness across people, processes, technology, documentation, governance, security, business continuity and service acceptance. Leads structured service onboarding, knowledge transfer and operational handover.
Contributes to discovery, bid and proposal phases, translating customer and contractual requirements into practical service designs. Develops support and operating models covering scope, roles and RACI, governance, ITSM processes, escalation, reporting and transition into live operations. Defines operational-readiness requirements, dependencies, assumptions, risks and service-acceptance conditions.
Certificates
Microsoft Certified: Azure AI Fundamentals
Microsoft2025
ITIL Foundation
Axelos2016