09/24/2026 updated
100 % available
Managed Services Service Designer | ITSM Operating Model | Service Delivery Governance
Budapest XIII., Hungary
Only remote
Bachelor's Degree, Management - Business LeadershipIT Service ManagementService DeliveryService DesignService Level ManagementService ManagementService Request ManagementWorkflowsServiceNow IT Operations ManagementServicenowService Delivery Management
ITSM Operating Model Design
Design and implementation of end-to-end ITSM frameworks for complex enterprise environments, covering process design, stakeholder alignment, Jira Service Management setup, go-live coordination and user enablement.
Service Delivery Governance & SLA/KPI Frameworks
Ownership of end-to-end ITSM processes and ServiceNow modules, ensuring consistent service delivery governance, SLA focus and operational execution across support teams and regional stakeholders, supported by Monthly Service Reviews with MTTR, SLA, aging and recurring incident insights.
Service Catalogue & Service Request Management
Alignment of Service Catalogue and Service Request Management structures with service offerings, operational workflows and support model expectations in Jira Service Management and ServiceNow environments.
Managed Services Design
Design of scalable and governable service models that connect business expectations, technical delivery capabilities and service operations into practical end-to-end managed services.
ServiceNow ITSM Administration
Certified ServiceNow System Administrator with hands-on experience in ServiceNow ITSM modules, process standardization and service quality governance alignment.
Azure DevOps Coordination
Coordination of tooling-enabled execution across Azure DevOps environments, supporting process design and operational readiness activities.
AI-Assisted Process Design
Application of AI-assisted approaches including Claude, Copilot, prompting and agent-based workflows to accelerate process design, documentation, operational analysis and decision preparation while maintaining governance and quality.
Change Enablement & Stakeholder Facilitation
Global review and redesign of Change Enablement processes, facilitation of cross-functional workshops to identify process gaps, clarify roles and align teams around service performance, SLA contribution and continual improvement.
Operational Readiness & Service Transition
Support of operational readiness by preparing teams for new or changed services, including process walkthroughs, trainings, workshops and adoption support materials.
RACI / Ownership Mapping & Support Model Design
Building of practical governance structures through RACI and ownership mapping to improve operational reliability, traceability, ownership clarity and audit-friendly execution.
Design and implementation of end-to-end ITSM frameworks for complex enterprise environments, covering process design, stakeholder alignment, Jira Service Management setup, go-live coordination and user enablement.
Service Delivery Governance & SLA/KPI Frameworks
Ownership of end-to-end ITSM processes and ServiceNow modules, ensuring consistent service delivery governance, SLA focus and operational execution across support teams and regional stakeholders, supported by Monthly Service Reviews with MTTR, SLA, aging and recurring incident insights.
Service Catalogue & Service Request Management
Alignment of Service Catalogue and Service Request Management structures with service offerings, operational workflows and support model expectations in Jira Service Management and ServiceNow environments.
Managed Services Design
Design of scalable and governable service models that connect business expectations, technical delivery capabilities and service operations into practical end-to-end managed services.
ServiceNow ITSM Administration
Certified ServiceNow System Administrator with hands-on experience in ServiceNow ITSM modules, process standardization and service quality governance alignment.
Azure DevOps Coordination
Coordination of tooling-enabled execution across Azure DevOps environments, supporting process design and operational readiness activities.
AI-Assisted Process Design
Application of AI-assisted approaches including Claude, Copilot, prompting and agent-based workflows to accelerate process design, documentation, operational analysis and decision preparation while maintaining governance and quality.
Change Enablement & Stakeholder Facilitation
Global review and redesign of Change Enablement processes, facilitation of cross-functional workshops to identify process gaps, clarify roles and align teams around service performance, SLA contribution and continual improvement.
Operational Readiness & Service Transition
Support of operational readiness by preparing teams for new or changed services, including process walkthroughs, trainings, workshops and adoption support materials.
RACI / Ownership Mapping & Support Model Design
Building of practical governance structures through RACI and ownership mapping to improve operational reliability, traceability, ownership clarity and audit-friendly execution.
Languages
EnglishFluentItalianFluentSpanishBasic knowledgeHungarianNative speaker
Project history
Lead ITSM improvements in complex enterprise environments, focusing on scalable service delivery, governance, operational reliability and service excellence. Designed and implemented an end-to-end ITSM framework for a new SaaS-based service. Led the Operations function design within a SaaS delivery project. Aligned Service Catalogue and Service Request Management structures in Jira Service Management. Applied AI-assisted approaches to accelerate process design and documentation.
Led a global review and redesign of the Change Enablement process, strengthening governance, consistency, adoption and service delivery alignment across teams. Supported CIO-level stakeholders with IT and business strategy alignment. Facilitated cross-functional workshops to identify process gaps and align teams around service performance, SLA contribution and continual improvement.
Coordinated an 8-member cross-regional Service Management / Operations team across Mexico, the US, Hungary and China. Ensured consistent service delivery governance and SLA focus across ITSM processes. Owned end-to-end ITSM processes and ServiceNow modules. Aligned Service Catalogue and Service Request Management structures in ServiceNow. Supported Monthly Service Reviews with MTTR, SLA, aging and recurring incident insights.