10/03/2026 updated
100 % available
Senior ITSM & Service Transformation Consultant | ServiceNow | ITIL | Global Operations
Lodz, Poland
Worldwide
MSc Eng in Computer Science, Lodz University of TechnologyAbout me
Senior ITSM & Service Transformation leader with 20+ years in enterprise IT. ServiceNow, ITIL, CMDB, Service Mapping, Incident/Problem/Change, Operational Readiness, global operations and transformation. Led international teams up to 55 people.
Atlassian JiraBusiness Continuity and Disaster RecoveryBusiness Process MappingBusiness Process ImprovementChange ManagementConfiguration Management DatabasesConfiguration ManagementComputerized Maintenance Management SystemsData MigrationHP Service Manager SoftwareInformation Technology Infrastructure Libraries (ITIL)Incident ManagementInformation Lifecycle ManagementInformation Technology OperationsProblem Solving
Senior ITSM, Service Transformation and IT Operations leader with 20+ years of enterprise IT experience. I specialize in ServiceNow/ITSM transformation, global IT operations, service transition, operational readiness, Incident, Problem, Change and Knowledge Management, CMDB, Configuration Items and Service Mapping.
I have led large international operations and transformation environments across Poland, China, India and Brazil, managed up to 55 people across infrastructure and operations teams, and owned global services used by thousands of users.
My experience includes:
- ServiceNow ITSM transformation and migration
- CMDB, CI records, Service Mapping and service ownership
- ITIL process design and continuous improvement
- Major Incident and Problem Management
- Service Transition and Operational Readiness
- Change and Knowledge Management
- Vendor and supplier governance
- SLA/KPI management and management reporting
- AS-IS / TO-BE process design, BPMN and operating model transformation
- Agile, Scrum, Kanban and hybrid delivery
- Jira, Confluence, Microsoft Visio, ServiceNow
- SAP, Oracle, Windows/Linux, networks, server/storage and enterprise infrastructure
- Juniper SD-WAN migration and Transition to Operations
- Capacity planning, resource allocation and service acceptance
- Business Continuity Management, BIA, RTO/RPO, BCP and DRP
- Global stakeholder management and cross-functional programme delivery
I also have hands-on familiarity with ServiceNow CSM from a large ITSM-to-ServiceNow transformation project, and extensive experience working with internal and external delivery partners.
I am particularly interested in freelance assignments in:
ITSM, ServiceNow, Service Transformation, Service Delivery, IT Operations, Project / Programme Management, Operational Readiness, Process Improvement and Interim IT Leadership.
Certifications and training include ITIL Expert / MALC, COBIT 5, PRINCE2, Lean IT, Kepner-Tregoe, CompTIA Cloud Essentials, TOGAF 9 Foundation training and M_o_R Foundation.
Availability: remote / Europe, B2B / freelance.
Experience
Professional experience10+ years
Freelancer since2026
Languages
GermanBasic knowledgeEnglishGoodRussianBasic knowledge