08/07/2026 updated
DM
100 % available
IT Service Management & Operational Resilience Consultant
Chiajna, Romania
Worldwide
B.Sc. in Electronics, Telecommunications and Information TechnologyDORAServiceNow Security OperationsAgile MethodologyApplication Lifecycle ManagementAudit PlanningChange ManagementInformation Technology ConsultingDisaster RecoveryDefine Measure Analyze Improve and Control (DMAIC)Information Technology Infrastructure Libraries (ITIL)Incident ManagementIT Risk ManagementInformation Technology AuditIT ManagementInformation Technology Operations
ServiceNow (ITSM & CSM)
Expertise in ServiceNow as an ITSM and CSM platform, including process design, governance, configuration management, and large-scale implementation and transition programs across multiple countries.
ITIL v3 & ITIL4 Process Management
Deep knowledge of ITIL v3 and ITIL4 frameworks applied to Incident Management, Problem Management, Major Incident Management, and Process Governance, with proven delivery at global scale.
DORA & PSD2 Regulatory Compliance
Hands-on experience ensuring DORA and PSD2 regulatory compliance, including ICT incident classification, threshold criteria definition, regulatory reporting for central banks, and audit documentation.
Incident & Problem Management
Extensive specialization in end-to-end Incident Management, Major Incident Management, and Problem Management, including root cause analysis governance, post-incident reviews, and KPI/SLA accountability.
Process Governance & Transition Management
Design and implementation of standardized process frameworks across multi-country organizations, acting as Process Governance Authority and leading transition management initiatives.
Telecommunications (RAN, LTE, 5G, MPLS)
Technical background in Radio Access Networks (RAN), LTE, 5G, ATN, MPLS, SDH, and PDH transport systems, with hands-on experience at Ericsson, Vodafone, and Connect44.
Reporting & Regulatory Auditing
Creation of regulatory reports and audit documentation for institutions such as the National Bank of Romania, including ICT incident classification, audit preparation, and evidence collection.
Agile & Prince2 Project Management
Certified in Prince2 Agile and Agile Fundamentals, applying agile and structured project management methodologies in IT service delivery and process improvement engagements.
Expertise in ServiceNow as an ITSM and CSM platform, including process design, governance, configuration management, and large-scale implementation and transition programs across multiple countries.
ITIL v3 & ITIL4 Process Management
Deep knowledge of ITIL v3 and ITIL4 frameworks applied to Incident Management, Problem Management, Major Incident Management, and Process Governance, with proven delivery at global scale.
DORA & PSD2 Regulatory Compliance
Hands-on experience ensuring DORA and PSD2 regulatory compliance, including ICT incident classification, threshold criteria definition, regulatory reporting for central banks, and audit documentation.
Incident & Problem Management
Extensive specialization in end-to-end Incident Management, Major Incident Management, and Problem Management, including root cause analysis governance, post-incident reviews, and KPI/SLA accountability.
Process Governance & Transition Management
Design and implementation of standardized process frameworks across multi-country organizations, acting as Process Governance Authority and leading transition management initiatives.
Telecommunications (RAN, LTE, 5G, MPLS)
Technical background in Radio Access Networks (RAN), LTE, 5G, ATN, MPLS, SDH, and PDH transport systems, with hands-on experience at Ericsson, Vodafone, and Connect44.
Reporting & Regulatory Auditing
Creation of regulatory reports and audit documentation for institutions such as the National Bank of Romania, including ICT incident classification, audit preparation, and evidence collection.
Agile & Prince2 Project Management
Certified in Prince2 Agile and Agile Fundamentals, applying agile and structured project management methodologies in IT service delivery and process improvement engagements.
Experience
Professional experience5 - 10 years
Freelancer since2023
Languages
EnglishFluentRomanianNative speaker
Project history
Led global process governance during a large-scale ServiceNow CSM and ITSM implementation and transition program. Authored ITSM and CSM processes from scratch, establishing standardized frameworks across Inetum entities in Belgium, France, Romania, Switzerland, and Portugal. Acted as Process Governance Authority, facilitated cross-entity alignment workshops, and coordinated ITIL process documentation for the MSP Azure certification audit.
Defined Incident and Problem Management ITIL processes in alignment with DORA and PSD2 regulatory requirements. Coordinated Major Incident communication flows and escalation paths. Delivered Post Incident Reports with DORA compliance traceability. Created regulatory reports for the National Bank of Romania and acted as SPOC for Critical Incidents. Responsible for external audits within the Incident and Problem Management perimeter.
Provided expert Problem Management consultancy to one of the world's leading financial markets infrastructure organizations. Supported the definition and improvement of Problem Management processes in alignment with ITIL best practices. Contributed to root cause analysis governance and post-incident review quality assurance.
Certificates
ITIL4
Axelos2022