Karl-Heinz Reis - ITSM Consultant, 38 Years Experience

🚀 FRATCH GPT 2.0 - Find freelancers with a single prompt. Now including price benchmarking.

Recommended expert

Available

Leipzig, Germany

Check rate

Experience

Apr 2025 - Present

1 year 6 months

Supporting the further development of a European IT branch service organization (15 countries)

European retail company (discount retailer)

Documenting the current Incident Management, IT Service Request Management, Problem Management, Change Management and Service Configuration Management processes (including CMDB)
Conducting maturity assessments for these processes based on the ITIL® 4 Maturity Model
Analyzing the various service value streams based on the ITIL® 4 value stream model
Agreeing on maturity levels for the assessed processes
Developing and approving a roadmap to achieve and measure the respective maturity levels
Presenting the approach, including milestones, to management for approval
Managing external service providers in 1st Level Support

Jan 2025 - Sep 2025

9 months

Process design and implementation, revising existing ITIL processes and setting up new processes – DORA compliance

State-owned bank in Germany

Documenting the current Incident Management, IT Service Request Management, Problem Management, Change Management and Service Configuration Management processes (including CMDB)
Conducting maturity assessments for these processes based on the ITIL® 4 Maturity Model
Agreeing on maturity levels for the assessed processes
Reviewing and developing ITSM processes and their roles, especially with regard to regulatory requirements (SITB, DORA)
Developing and approving a roadmap to achieve and measure the respective maturity levels and regulatory requirements
Presenting the approach, including milestones, to management for approval

Jan 2024 - Mar 2025

1 year 3 months

Supporting the establishment and implementation of a company-wide IT Service Management organization

Leading insurance company in Bavaria

Providing and further developing the ITSM framework
Supporting Service and Product Owners in creating and maintaining service objects
Supporting the development and maintenance of Service Management reporting for internal steering committees and customer reports
Reviewing and developing ITSM processes and their roles, especially when regulatory requirements change (VAIT, SITB, DORA)
Conducting maturity assessments and establishing a quality management system for processes and the CMDB
Planning and conducting process workshops
Designing processes and coordinating the modeled processes
Creating a process handbook (processes, role assignments, role descriptions)
Updating the CMDB in line with regulatory requirements (especially DORA), as well as developing and implementing maintenance processes
Supporting the tendering, evaluation and selection of a new Service Management solution, including an implementation partner

Jul 2022 - Dec 2023

1 year 6 months

Supporting the planning of the transition to operation and operation of a new Wide Area Network (WAN)

Federal public-law institution with self-administration (SÜ2)

Designing and documenting the IT Service Management area
Developing and documenting operational and non-operational processes and procedures (Visio / Signavio / ARIS Designer)
Creating a process map for PLAN-BUILD-RUN of the new network infrastructure
Planning and conducting process workshops
Designing processes and coordinating the modeled processes
Assigning roles and responsibilities to the developed processes (RACI matrix)
Creating a process handbook (processes, role assignments, role descriptions)
Supporting the creation of the operations handbook
Conducting training and knowledge transfer for employees

Jul 2022 - Dec 2023

1 year 6 months

Organizational and process consulting, ITIL, IT Service Management

IT service provider for the federal states of Hamburg, Bremen and Schleswig-Holstein (SÜ1)

Managing the process for defining target organizational structures such as functions, processes and roles
Preparing and conducting workshops to identify and analyze processes and roles in the organization and manage the development of improvements to processes and roles
Managing the decision-making process in the project and developing and describing optimized processes and new roles within these processes
Developing and documenting operational and non-operational processes and procedures (Visio / Signavio / ARIS Designer)
Creating a process map for PLAN-BUILD-RUN of the new network infrastructure
Coordinating the new processes and roles with the involved business units and the HR department
Conducting training and knowledge transfer for employees

Jun 2022 - Sep 2022

4 months

Reorganization of emergency management based on PRINCE2

Public-law corporation with self-administration

Conducting a kick-off meeting
Deriving tasks from the expected project results based on the preliminary investigation
Communicating the project content and objectives to the departments involved
Identifying stakeholders and suppliers as part of a workshop
Estimating the required effort
Defining work plans and the project approach while considering available capacities
Regular coordination with the client
Creating project documents in line with the company’s project model (PRINCE2 derivative)

Nov 2021 - May 2022

7 months

ITSM process support and tool implementation

State building society of an eastern German state

Conceptual and process optimization of existing ITSM processes: Change, Incident, program deployment procedures (Service Catalog Management, CMDB)
Developing, documenting, and integrating new IT processes (e.g., Problem Management)
Defining suitable key performance indicators and designing reports/dashboards for management and control (IT cockpit)
Managing operational change management
Prioritizing and deciding on changes to be implemented (software/infrastructure) in productive IT systems based on test results and risk assessments
Supporting market analysis and the evaluation/piloting of process-supporting tools (ITSM tool, CMDB, reporting/dashboards)
Implementing process-supporting tools and iteratively integrating ITSM processes and interfaces

Aug 2021 - Jun 2022

11 months

Interim Head of IT Service Delivery Department

IT service provider (DVZ) of an eastern German state, public sector (SÜ1)

Planning and coordinating business processes and service delivery within the area of responsibility
Responsibility for SLA-compliant operation of the assigned systems and services, as well as resource management
Further development of the system architecture for the IT management system and ITIL-based service management processes (hardware and software, LAN/WAN/WLAN networks, and databases)
Further development of standardized service reporting
Planning, transparency, and compliance regarding costs and budgets
Motivating employees and strengthening personal accountability to encourage them to take on responsibility
Cost-efficient management of processes and organization of cooperation across departments
Responsibility for developing alternative pricing/service models within the area of responsibility
Developing strategic recommendations for technical infrastructure, ITIL-based process optimization, reporting and communication structures, and partner management models
Process modeling based on Signavio (BPMN 2.0) and MS Visio (IT architectures)

Aug 2020 - Jul 2021

1 year

Implementation of a paper-reduced digital production planning and control process, Service Transition interface /

Transport & Logistics

Handover of the MES project to the client’s operations management
Ensuring that the operations management takeover could be carried out successfully
Ensuring that the functional operations manual contained all information and procedures required for parallel operation
Coordinating and creating the primary processes Incident Management, Patch Management, Software Delivery, and Release Management with the client
Ensuring that all artifacts were compiled so that operations management could begin
Creating a list of all plant IT assets
Evaluating, approving, and performing quality assurance for the required training concepts for plant employees
Process modeling based on Signavio (BPMN 2.0) and MS Visio (IT architectures)

Apr 2019 - Feb 2020

11 months

Preparation of a feasibility study for an IT sourcing project (CMO/FMO) of a state-owned employment and

Employment and economic development agency

Recording and analyzing the current status (CMO - Current Mode of Operation) through an initial assessment
Deriving an IT strategy based on the company’s underlying overall strategy
Conducting various SWOT scenarios to analyze and evaluate possible delivery models (on-premises, hybrid, cloud)
Evaluating the results of the SWOT analyses to derive a target state (FMO - Future Mode of Operation)
Conducting an additional opportunity and risk analysis
Deriving the IT sourcing roadmap and strategy, including the IT architecture (hardware and software, LAN/WAN/WLAN networks, and databases)
Developing a proposal for an IT reference architecture and a technology catalog
Finalizing the feasibility study while considering the required economic aspects
Creating and presenting the management presentation and supporting the implementation decision
Project planning for provider selection and transition

Feb 2019 - Jul 2020

1 year 6 months

Project Manager / Senior Consultant ITSM & Enterprise Architecture Management (EAM)

Public-law corporation

Establishment of an IT strategy
Preparation of architecture diagrams and derivation of target architectures from business processes through to IT infrastructure
Analysis of system networks and individual systems with regard to compatibility and architectural fit
Preparation of decision papers by developing migration and integration scenarios toward an integrated administrative system
Conducting feasibility studies and implementation assessments
Assessment of overarching strategic initiatives for the further development of the architecture and establishment of a migration roadmap for the current administrative system
Digitalization and technology scouting, and classification of new trends within the enterprise architecture
Identification of capabilities and requirements as part of innovation and digitalization planning
Assessment of the current application status of existing programs within the organization and proposals for optimized use

Nov 2018 - Dec 2019

1 year 2 months

Senior ITSM Consultant for Concept Development and Implementation

IT Service Provider

Development of a service catalog and service design concept, particularly for Service Level Management, Service Catalogue Management and Supplier Management
Negotiation and conclusion of SLA's, OLA's and UC's
Development of a separate Request Fulfillment process
Separation of the Problem Management process from the Incident Management process and design and implementation of a dedicated Problem Management process
Review of the established Incident and Change Management processes and linking these processes with the aforementioned disciplines
Alignment of the Service Catalogue Management process with the Service Portfolio Management process from the service strategy
Creation of the associated RACI models
Conducting training on the new and modified processes

Apr 2018 - Oct 2018

7 months

Risk and Quality Management Consultant

Self-administered public-law corporation

Conducting risk management and assessments
Risk reporting to the Board of Directors
Supporting project management with project planning and control as well as the organization of project-related events
Organizing internal project procedures for quality assurance and other areas related to quality assurance, e.g. change management
Conducting quality assurance measures
Preparing and coordinating project documents, including reports and the quality assurance handbook
Preparing presentations and documentation for and from meetings
Conflict management
Conducting approximately 40 workshops to collect and document business requirements and processes
Preparing, moderating and documenting the workshops, modeling processes, following up on the workshops, and preparing the required documents for approval of the implementation project
Continuously developing emergency concepts
Monitoring the adequacy and effectiveness of emergency preparedness measures
Planning, preparing and conducting IT emergency exercises
Regular reporting to management and audit bodies

Apr 2017 - Jan 2019

1 year 10 months

Interim Head of IT at a medium-sized company in the transport and logistics sector

Transport & Logistics

Group-wide responsibility for IT strategy development, IT infrastructure, IT quality assurance and IT security
Ensuring smooth and resilient IT operations
Aligning IT with the company's value chain
Developing and implementing appropriate IT sourcing strategies, including hybrid delivery models for IT services
Moderating and initiating the continuous improvement of commercial, logistics and administrative processes, including SAP
Replacing the old telephone systems with a central unified communications (UC) system and switching the connection from ISDN to SIP
Professional and disciplinary management of employees
Budget and investment responsibility, CAPEX / OPEX

Sep 2015 - Mar 2017

1 year 7 months

Review of ITSM processes in the Service Transition and Service Operation lifecycle phases / ITSM tool replacement - ITIL 2011

Food Industry

Project management, including PMO, scheduling, project controlling and project documentation
Reviewing the currently defined critical success factors and key performance indicators
Assigning a Process Owner to each process
Process review and process optimization
Training employees on the new and modified processes
Reorganization of the Configuration Management System (CMS)
Implementation of the Knowledge Management process and establishment of a knowledge base
ITSM tool evaluation and replacement
Reorganization of local service desk structures into a centralized, virtually organized service desk
Process modeling based on MS Visio, including IT architectures

Sep 2014 - Jul 2015

11 months

Implementation of IT emergency and IT recovery procedures / IT Service Continuity Management (ITSCM)

Food industry

Establishment of IT emergency planning (BCM and ITSCM), design and implementation based on BSI Standard 100-4 Emergency Management
Identification and assessment of risks
Creation of a risk inventory for applications and IT services
Conducting Business Impact Analyses
Crisis management and organization
Conducting training and awareness campaigns
Design and execution of IT emergency and IT recovery tests
Design of disaster recovery data centers
Implementation of a continuous improvement process based on the Deming Cycle (PDCA)
Maintenance of the ITSCM policy
Conducting awareness activities
Continuous development of emergency plans
Monitoring the adequacy and effectiveness of emergency preparedness measures
Planning, preparation and execution of IT emergency exercises
Post-incident review of disruptions and IT emergencies
Regular reporting to management and audit bodies

Jul 2012 - Jul 2014

2 years 1 month

Design, creation and implementation of a group-wide Governance, Risk and Compliance framework (GRC)

Food industry

Addressing data espionage, breach of confidentiality and loss of know-how
Handling issues related to cloud computing, data processing on behalf of third parties and international data transfers
Analysis of risks in social networks and Web 2.0
Assessment of mobile computing and bring your own device
Regulations for IT use in the workplace and private use
Conducting IT and data protection audits as well as risk management
Introduction of legally compliant filtering and IT security systems, including Data Loss Prevention (DLP)
Implementation of legal archiving obligations for emails and data, including DMS
Analysis of IT liability risks
Establishment of IT compliance and IT governance structures
Implementation of an ISMS framework based on ISO/IEC 27001 and BSI IT-Grundschutz

Jan 2012 - Present

14 years 9 months

IHK Academy Schwaben Augsburg

Certified IT Business Manager / Certified IT Project Manager
Certified IT Systems Manager / Certified IT Developer
IT Security Manager IHK
ITIL® Lead Trainer

Jan 2011 - Present

15 years 9 months

Digicomp Academy AG (Switzerland)

ITIL® Workshops

Jan 2011 - Present

15 years 9 months

Various companies

ITIL® Edition 2011 Foundation training including certifications
ITIL® Edition 2011 Trainer, Intermediate & Expert Level
ITIL® 4 Trainer
BSI IT-Grundschutz / ISO 27001 IT Security Trainer
COBIT 5.0 Trainer
ISO 9001:2015

Jan 2010 - Dec 2010

1 year

HCC - Hessian Competence Center for New Administrative Management

Governance, compliance and risk management
Legal aspects of IT security and data protection
IT security fundamentals
Secure IT infrastructures

Jan 2009 - Present

17 years 9 months

Protranet Institut GmbH

DIN EN ISO 9000:2015-11 - General / Fundamentals of COBIT-ITIL®-ISO 9001:2015

Jan 2007 - Nov 2011

4 years 11 months

Company-wide introduction of ITIL v3 processes, functions and roles – implementation of the lifecycle according to ITIL v3

Food Industry

Conducting ITIL® readiness assessments and workshops
Conducting basic training at all European locations to create a common understanding and a common language
Preparation for the ITIL® V3 Foundation certification exam
Documenting existing processes and developing and implementing standardized IT service lifecycle processes, functions and roles according to RACI
Service Asset and Configuration Management: Building CMDB, CMS and SKMS
Tool selection, implementation and training
Implementing a Continual Service Improvement process
Developing, maintaining and quality-assuring content for knowledge management
Highlighting deviations to the responsible employees

Jan 2006 - Dec 2007

2 years

Design and implementation of a Group IT Security project (end-to-end security)

Food Industry

Identifying requirements from IT compliance and IT governance
Creating a requirements specification and an evaluation matrix
Addressing the key areas of organizational security, virus/SPAM protection, intrusion prevention, encryption, pre-boot authentication, IT security monitoring and BCM
Coordination with management and the executive board
Creating IT security policies (general, generic and product-specific)
Vendor selection and tool evaluation

Jan 2005 - Dec 2005

1 year

Building a firewall and web hosting platform

Various projects at banks and insurance companies

Creating a security and hosting concept
Vendor selection and tool evaluation
Configuring and implementing the solution
Gradual migration of the company's websites to the new platform
Acting as the central contact for Marketing

Jul 2004 - Dec 2004

6 months

Security evaluations and penetration testing

Various projects for banks and insurance companies

Conducting security evaluations according to BSI IT-Grundschutz
Aligned with ISO/IEC 27001
Conducting penetration and ethical hacking tests

Jan 1995 - Dec 2007

13 years

IBS-Schreiber Hamburg

Auditing networks and client/server systems
Audit aspects of electronic commerce
Auditing document management systems (GDPdU)

Jan 1995 - Dec 2003

9 years

Frankfurt School of Finance & Management

Fundamentals of IT auditing
Auditing operational risks (Basel II)

Sep 1988 - Dec 2003

15 years 4 months

IT Security project management / project support

Various projects for banks and insurance companies

Supporting the development of an internet portal, including the integration of a public key infrastructure
Designing and setting up a public key infrastructure for an email encryption solution
Developing and implementing strategic, generic, and product-specific IT security policies
Conducting IT vulnerability assessments (penetration tests)
Conducting protection needs and business impact analyses
Conducting security evaluations according to BSI IT-Grundschutz, ISO/IEC 27001, and ITSEC
Planning, implementing, and operating intrusion detection systems
Developing and implementing emergency and disaster recovery plans
Establishing IT security organizations
Conducting training and awareness sessions for executives, employees, and suppliers
Disciplinary and functional management of employees

Industry experience

See where this freelancer has spent most of their professional time.

Experienced in Information Technology, Professional Services, Education, Banking and Finance, Insurance, and Food and Beverage.

Information Technology

Professional Services

Education

Banking and Finance

Insurance

Food and Beverage

Business area experience

See which departments and functions this freelancer has contributed to most.

Experienced in Information Technology, Project Management, Quality Assurance, Audit, Finance, and Operations.

Information Technology

Project Management

Quality Assurance

Audit

Finance

Operations

Summary

I help organizations set up, improve and govern IT Service Management in a practical way. My focus is on ITIL 4, process design, maturity assessments, CMDB and service reporting, combined with strong experience in IT security, continuity, governance and compliance. I work confidently across regulated environments such as banking, insurance and the public sector, including topics like DORA, VAIT and SITB.

I bring hands-on experience from strategy to implementation: assessing current processes, defining target maturity, building roadmaps, moderating workshops, documenting roles and RACI models, supporting tool selection and introducing sustainable operating procedures. I am also an accredited trainer for ITIL, ISO 20000 and ISO 27001 and place great value on clear documentation, knowledge transfer and workable solutions.

Skills

It Service Management
It Security Management
It Project Management
Digital Transformation
Enterprise Architecture Management (Eam)
Management
Building And Managing A Cross-Location It Service Organization Based On The Itil® Framework For Around 7,600 It Workplaces Of An Internationally Active, Privately Held Group
Process Analysis, Process Design, And Evaluation, Implementation And Measurement Of Metrics/Kpis For Processes, Products And Services
Design And Delivery Of Comprehensive Transformation Projects At Department Or Company Level / Management Of Complex Transformations In It And Business
Cloud Business & Digital Transformation
Supporting Architectural Topics In Strategic Projects By Creating Solution Architectures As Well As Implementation And Operating Concepts
Retained It: Creation, Validation And Implementation Of It Sourcing Strategies (On-Premise, Hybrid, Cloud), Including Provider Selection And Management, And Transition Support
Review And Implementation Of Regulatory Requirements (Bafin: Dora / Bait / Vait / Kait)
Broad Knowledge Of Methods, Such As Itil, Iso 27001, Iso 9001, Itil®, Prince2®, Bsi It Baseline Protection, Bpmn 2.0
Sap Basis
Cisco Switching And Routing
Vmware Vrealize™ Suite
Vmware Vsphere®
Hipath 4000 / Mrs / Open Stage (Telephony And Uc)
Innovaphone All Ip (Ip 6010, Ip 3011, Ip 411)
Netapp Data Storage Fas8020, Fas8080
Windows Server 2008r2, 2012 And 2016
Microservice Architectures And Container Technologies
Cloud Basic Technologies (Aws)
User Knowledge Of Servicenow

Languages

German

Native

English

Advanced

French

Intermediate

Certifications & licenses

Accredited ISO 20000 Trainer (ICO-CERT)

Certified IT Business Manager / Certified IT Project Manager

Certified IT Systems Manager / Certified IT Developer

DevOps Trainer and Examiner (ICO-CERT)

ISO 20000 Auditor

ISO 20000 Manager/Consultant

IT Service Manager (ITIL® v2)

ITIL® 4 Master

Statistics

Experience

Total positions 29

Experience in Information Technology 30.5 y

Avg length 4 y 5 m

Longest experience 17 y 8 m

Expertise

Recent roles Supporting the further development of a European IT branch service organization (15 countries), Process design and implementation, revising existing ITIL processes and setting up new processes – DORA compliance, Supporting the establishment and implementation of a company-wide IT Service Management organization

Main industries Information Technology, Professional Services, Education

Main business areas Information Technology, Project Management, Quality Assurance

Qualifications

Certifications earned 21

Profile

Member since

January 2026

Last update

September 2026

Need a freelancer? Find your match in seconds.

Try FRATCH GPT

Frequently asked questions

Have questions? Find more information here.

Karl-Heinz is based in Leipzig, Germany.

Karl-Heinz speaks the following languages: German (Native), English (Advanced), French (Intermediate).

Karl-Heinz has at least 38 years of experience. During this time, Karl-Heinz has worked in at least 22 different roles and for 24 different companies. The average length of individual experience is 1 year and 4 months. Note that Karl-Heinz may not have shared all experience and actually has more experience.

Based on recent experience, Karl-Heinz would be well-suited for roles such as: Supporting the further development of a European IT branch service organization (15 countries), Process design and implementation, revising existing ITIL processes and setting up new processes – DORA compliance, Supporting the establishment and implementation of a company-wide IT Service Management organization.

Karl-Heinz's most recent position is Supporting the further development of a European IT branch service organization (15 countries) at European retail company (discount retailer).

In recent years, Karl-Heinz has worked for European retail company (discount retailer), State-owned bank in Germany, Leading insurance company in Bavaria, Federal public-law institution with self-administration (SÜ2), IT service provider for the federal states of Hamburg, and Bremen and Schleswig-Holstein (SÜ1).

Karl-Heinz is most experienced in industries like Information Technology, Professional Services, and Education. Karl-Heinz also has some experience in Banking and Finance, Insurance, and Food and Beverage.

Karl-Heinz is most experienced in business areas like Information Technology, Project Management, and Quality Assurance. Karl-Heinz also has some experience in Audit, Finance, and Operations.

Karl-Heinz has recently worked in industries like Information Technology, Professional Services, and Education.

Karl-Heinz has recently worked in business areas like Information Technology, Quality Assurance, and Project Management.

Karl-Heinz has 21 certificates. Among them, these include: Accredited ISO 20000 Trainer (ICO-CERT), Accredited ISO 27001 Trainer (EXIN), and Accredited ITIL® Trainer (PeopleCert).

Karl-Heinz is immediately available full-time for suitable projects.

Daily rate distribution

0% 25% 50% 75% 100%

<€640 €720-800 €800-880 €960-1040 €1040+

The rates shown represent the typical market range for freelancers in this position based on recent contracts on our platform.

Average rates for similar positions

Rates are based on recent contracts and do not include FRATCH margin.

1000

750

500

250

Daily rate avg. 820 €

The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.

1000

750

500

250

Median rate 800 €

The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.

Calculated based on our freelancers’ daily rates as of 26 Sep 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.

Similar freelancers

Discover other experts with similar qualifications and experience

Experts recently working on similar projects

Freelancers with hands-on experience in comparable project as a Supporting the further development of a European IT branch service organization (15 countries)