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Rafal W.RW

Rafal W.

ServiceNow / ITIL / ITSM Consultant & Service Mgmt

€560/day
Bydgoszcz, PL
8-15 years
ITIL
ITSM
ServiceNow
IT Service Management
Process Management

Average response time: 1 hour

About Rafal

Sofortige Entlastung in IT-Service-Management und Delivery: Stabilisierung von Incident-, Problem-, Change- und Knowledge-Prozessen nach ITIL v4, inklusive KPI- und SLA-Steuerung sowie Major-Incident-Handling.

ServiceNow-Administration und Prozessdesign: Von Prozessaufnahme über Design bis Implementierung mit Fokus auf SIAM, Automatisierung und kontinuierliche Verbesserungen (CIP).

Was besonders ist:

  • Dreifacher Hebel: Kombination aus ITIL v4 Managing Professional, ServiceNow CSA und SAFe Agilist – verbindet Prozess-Exzellenz, Tool-Kompetenz und skalierbare Delivery.
  • Deutsch, Polnisch und Englisch verhandlungssicher – reibungslose Zusammenarbeit mit deutschsprachigen Stakeholdern und Nearshore-Teams für End-to-End-Verantwortung.
  • 24/7-Services und Eskalationsfestigkeit aus Enterprise-Umgebungen: Messbarer Fokus auf SLA-Einhaltung, Kosten-/Forecast-Steuerung und risikominimierende Mitigationspläne.
  • ITSM-Transformationen nach ITIL/SIAM: Re-Design von Incident/Change/Problem/Knowledge, konsolidierte SLAs/OLAs, stabile Eskalationspfade; Resultat: schnellere MTTR, weniger Ticket-Volumen durch Knowledge- und Request-Optimierung.
  • Service Delivery Turnaround: Einführung von Service Improvement Plans, KPI-/Report-Governance, Financial Management und Forecasting; Resultat: SLA-Compliance und planbare Kosten pro Service.
  • ServiceNow-Enablement: Administration, Workflow-Design und Automatisierung entlang Request/Incident/Change; Resultat: kürzere Durchlaufzeiten und belastbare Auditbarkeit.
  • Remote verfügbar; internationale Zusammenarbeit mit DACH-Fokus möglich.
  • ITIL v4, IT Service Management, SIAM, Service Delivery Management, SLA-Compliance, Major Incident Management, Escalation Management, Service Improvement Plan, Financial Management, Forecasting, Vendor Management, ServiceNow Administration, Process Design, Continuous Improvement, Team Leasing, IT Recruitment,

  • German

    Native or bilingual

  • Polish

    Native or bilingual

  • English

    Fluent

Remote only
Primarily works remotely

Experience

  • BYDGOSTIA
    IT CONSULTANT
    DIGITAL AND IT
    June 2023 - Today (3 years and 2 months)
    Bydgoszcz, Poland
    ✓ Financial Management, Service Level Management, Service Delivery Management, ServiceNow, Escalation Management, Demand Management, Business Relationship Management, ITIL (Incident, Change, Problem Management), Project Management, Contract Management, Training, Service Integration & Management (SIAM), Continual Service Improvement
    ITIL IT Service Management ServiceNow IT Service Management IT Project Management
  • FUJITSU
    SENIOR SERVICE DELIVERY MANAGER
    DIGITAL AND IT
    August 2020 - May 2023 (2 years and 9 months)
    Łódź, Poland
    ✓ Financial Management, Service Level Management, Service Delivery Management, ServiceNow, Escalation Management, Demand Management, Business Relationship Management, ITIL (Incident, Change, Problem Management), Project Management, Contract Management, Training, Service Integration & Management (SIAM), Continual Service Improvement
    ITIL IT Service Management
  • ATOS
    SERVICE DELIVERY/OPERATIONS/PROCESS MANAGER
    DIGITAL AND IT
    December 2018 - July 2020 (1 year and 7 months)
    Bydgoszcz, Poland
    ✓ Service Desk, Service Request Management, ServiceNow, Continuous service improvements, ITIL (Incident, Change, Problem, Release & Deployment), Service Level Management, Process Design, Robotic Process Automation
    IT Service Management Process Management ITIL ServiceNow ITSM
Check out Rafal's experience

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Education

  • MASTER'S DEGREE
    KAZIMIERZ WIELKI UNIVERSITY
    2014
    Germanistik
  • BACHELOR'S DEGREE
    KAZIMIERZ WIELKI UNIVERSITY
    2012
    Angewandte Linguistik (Englisch & Deutsch)

Certifications

  • Certified System Administrator
    ServiceNow
    2025
  • SAFe Agilist Certification
    Scaled Agile, Inc.
    2023
Rafal's certifications are only visible to Malt Community members

Skill set

IT Project Management
IT Service Management
IT Vendor Management and Procurement

Categories