10/15/2026 updated
100 % available
Senior ITSM & Agile Delivery Lead | Service Improvement Manager | PSM I & ITIL 4
Bucharest, Romania
Only remote
Professional Scrum Master I Certification (Scrum.org) - ITIL 4 FoundationAbout me
Experienced ITSM & Agile Delivery Lead specializing in ITIL 4 process optimization, Continuous Service Improvement (CSI), and Agile team coaching (PSM I). Driving operational efficiency and alignment for enterprise IT environments.
Certified in the Governance of Enterprise ITInformation Technology Infrastructure Libraries (ITIL)ISO/IEC 20000ITIL CertificationsProject ManagementScrum MethodologyProject Portfolio ManagementProgram ManagementSMART CriteriaProcess ManagementExcel SolverCertified Scrum MasterIT Standards
About Me
Senior ITSM & Agile Delivery Consultant with 10+ years of enterprise experience (ex-NTT DATA, PwC). I specialize in designing and optimizing ITIL processes, improving Service Desk operations, and leading Agile delivery teams.I work with enterprise clients to improve service maturity, cut resolution times, and align IT delivery with business targets. Available for 100% remote B2B contracts across EU / DACH.
What I Do
ITSM & ITIL 4: Process design, auditing, and optimization for Incident, Problem, Change, and Request Management. Setting up SLAs, OLAs, and KPI reporting.
Agile Delivery (PSM I): Running Scrum events (Sprint Planning, Daily, Review, Retro), removing team blockers, and coaching cross-functional teams.
Service Improvement: Reviewing current IT processes, identifying bottlenecks, and implementing practical improvement plans (CSI).
Tooling: Functional specs for ServiceNow and other such tools, like Freshservice.
Quick Facts
Certifications: ITIL 4 Foundation, Professional Scrum Master I (PSM I)
Setup: Independent B2B (Reverse Charge ready)
Languages: English (Fluent), Romanian (Native)
Experience
Professional experience10+ years
Freelancer since2026
Languages
EnglishFluentRomanianNative speaker
Project history
• Operations & Governance: Managed overall business operations, process design, and service management frameworks.
• Service Improvement: Designed and optimized operational workflows to enhance service quality and customer satisfaction.
• Stakeholder & Resource Management: Coordinated cross-functional activities, budget allocation, vendor relationships, and team performance tracking.
• Process Standardization: Implemented clear SOPs (Standard Operating Procedures), quality controls, and service delivery metrics.
• Service Improvement (CSI): Led Continuous Service Improvement initiatives across international IT service delivery contracts, optimizing ITIL processes (Incident, Problem, Change Management).
• Service Desk Management: Supervised Service Desk operations, ensuring SLA/KPI compliance, team coaching, and performance optimization.
• Agile & Cross-Functional Facilitation: Facilitated delivery alignment between support teams and IT operations
• SLA & Reporting: Defined operational metrics, executive dashboards, and root-cause analysis (RCA) frameworks for enterprise clients.
• Quality Assurance: Conducted process audits and implemented service transition plans for new enterprise clients.
• L1/L2 Technical Support: Handled incident management, troubleshooting, and user support for enterprise IT infrastructure and corporate applications.
• ITIL Incident Management: Logged, categorized, prioritized, and resolved technical issues according to strict SLA guidelines.
• User Access & Governance: Managed identity access management (IAM), Active Directory accounts, and hardware/software provisioning.