Karl-Heinz Reis - ITIL 4 Master

Q: Where is Karl-Heinz based?

Karl-Heinz is based in Leipzig, Germany .

Q: What languages does Karl-Heinz speak?

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

Q: How many years of experience does Karl-Heinz have?

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.

Q: What is Karl-Heinz's latest experience?

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

Q: What companies has Karl-Heinz worked for in recent years?

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

Q: Which industries is Karl-Heinz most experienced in?

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 .

Q: Which business areas is Karl-Heinz most experienced in?

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 .

Q: Which industries has Karl-Heinz worked in recently?

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

Q: Which business areas has Karl-Heinz worked in recently?

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

Recommended expert

Leipzig, Germany

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Experience

Apr 2025 - Present

1 year 4 months

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

European retail company (discounter)

Capturing the current-state processes for Incident Management, IT Service Request Management, Problem Management, Change Management, and Service Configuration Management (including CMDB)
Conducting maturity assessments for these processes based on the ITIL® 4 Maturity Model
Analyzing the different service value streams based on the ITIL® 4 value stream model
Agreeing on maturity levels for the processes under review
Developing and approving a roadmap to achieve and measure the respective maturity levels
Presenting the approach, including milestones, to management for approval
Managing external vendors in 1st level support

Jan 2025 - Sep 2025

9 months

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

German state bank

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

Jan 2024 - Mar 2025

1 year 3 months

Supporting the setup and implementation of an enterprise-wide IT service management organization

Leading insurance company in Bavaria

Providing and developing the ITSM framework
Supporting service and product owners in creating and maintaining service objects
Contributing to the setup and maintenance of service management reporting for internal steering committees and customer reports
Reviewing and further developing the ITSM processes and their roles, especially with changes in regulatory requirements (VAIT, SITB, DORA)
Conducting maturity assessments and building a quality management system for processes and the CMDB
Planning and facilitating process workshops
Process design and alignment of the modeled processes
Creating a process manual (processes, role assignments, role descriptions)
Updating the CMDB according to regulatory requirements (especially DORA), as well as developing and implementing maintenance processes
Supporting the tender, evaluation, and selection of a new service management solution including an implementation partner

Jul 2022 - Dec 2023

1 year 6 months

Supporting the design for the operational transition and operation of a new wide area network (WAN)

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

Designing and documenting the IT service management domain
Developing and documenting operational and non-operational processes and workflows (Visio / Signavio / ARIS Designer)
Creating a process map for PLAN-BUILD-RUN of the new network infrastructure
Planning and conducting process workshops
Process design and alignment of the modeled processes
Assigning roles and responsibilities to the processes created (RACI matrix)
Creating a process manual (processes, role assignments, role descriptions)
Contributing to the creation of the operations manual
Conducting trainings and knowledge transfer to staff

Jul 2022 - Dec 2023

1 year 6 months

Organization and process consulting, ITIL, IT service management

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

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

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 initial analysis
Communicating project content and goals to the involved departments
Identifying stakeholders and suppliers in a workshop
Estimating efforts
Defining work plans and approaches in the project considering available capacities
Regular coordination with the client
Creating project documents according to 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 federal state

Conceptual and procedural 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 metrics and designing reports/dashboards for control (IT cockpit)
Managing operational change management
Prioritizing and deciding on changes (software/infrastructure) to production IT systems based on test results and risk assessments
Supporting market analysis and 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 department head of IT service delivery

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

Planning and coordinating business processes and service delivery within the area of responsibility
Responsible for SLA-compliant operation of assigned systems and services and resource management
Evolving the system architecture for the IT management system and service management processes according to ITIL (hardware and software, LAN/WAN/WLAN networks, and databases)
Further developing unified service reporting
Planning, transparency, and adherence to costs and budgets
Motivating employees and encouraging them to take ownership
Managing processes in a cost-effective way and shaping cross-departmental collaboration
Responsible for developing alternative pricing/performance models within the area of responsibility
Developing strategic recommendations for technical infrastructure, ITIL process optimization, reporting and communication structures, and partner management models
Process modeling using Signavio (BPMN 2.0) and MS Visio (IT architectures)

Aug 2020 - Jul 2021

1 year

Implementation of a low-paper 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 operational takeover can be guaranteed
Ensuring that the technical operating manual includes all information and procedures for parallel operation
Aligning and creating the primary processes for incident management, patch management, software delivery, and release management with the client
Ensuring that all artifacts are collected so that operations management can take place
Creating a list of all plant IT assets
Evaluating, approving, and quality-assuring the required training concepts for plant employees
Process modeling using Signavio (BPMN 2.0) and MS Visio (IT architectures)

Apr 2019 - Feb 2020

11 months

Creating a feasibility study for an IT sourcing project (CMO/FMO) for a state company for labor and

Labor and economic development

Capturing and analyzing the status quo (CMO - Current Mode of Operation) through an initial assessment
Deriving an IT strategy based on the company's overall underlying strategy
Conducting various SWOT scenarios to analyze and evaluate possible delivery models (on-premise, hybrid, cloud)
Evaluating the results of SWOT analyses to derive a target state (FMO - Future Mode of Operation)
Conducting a supplementary 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 taking into account the required economic aspects
Preparing 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

Establishing an IT strategy
Creating architecture sketches and deriving target architectures from business process to IT infrastructure
Analyzing system landscapes and individual systems for compatibility and architectural fit
Preparing decision proposals by developing migration and integration scenarios toward a unified management system
Conducting feasibility studies and implementation assessments
Evaluating cross-cuting strategic initiatives to evolve the architecture and establish a migration roadmap for the current management system
Digitalization and technology scouting, integrating new trends into the enterprise architecture
Gathering capabilities and requirements for innovation and digitalization planning
Assessing the current state of applications within the organization and proposing optimized usage

Nov 2018 - Dec 2019

1 year 2 months

Senior ITSM Consultant for Concept Development and Implementation

IT Service Provider

Developing a concept for a service catalog and service design, especially Service Level Management, Service Catalogue Management and Supplier Management
Negotiating and finalizing SLAs, OLAs and UCs
Creating a separate process for request fulfillment
Extracting Problem Management from the incident management process and designing and implementing a dedicated process for Problem Management
Reviewing existing Incident and Change Management processes and linking them with the mentioned disciplines
Aligning the Service Catalogue Management process with the Service Portfolio Management process from the Service Strategy
Developing the related RACI models
Conducting training on the new or changed processes

Apr 2018 - Oct 2018

7 months

Risk and Quality Management Consultant

Public Law Corporation with Self-Administration

Carrying out risk management and assessments
Reporting risks to the board of directors
Supporting project management in planning and controlling projects and in running project-related events
Organizing internal project processes for quality assurance and related areas (e.g., change management)
Implementing quality assurance measures
Creating and reviewing project documents (reports, QA manual)
Preparing presentations and documentation for meetings
Conflict management
Conducting about 40 workshops to gather and document business requirements and processes
Preparing, moderating, taking minutes, process modeling, and follow-up of workshops, and preparing required documents for project approval
Continuously improving emergency plans
Monitoring the adequacy and effectiveness of emergency preparedness measures
Planning, preparing, and conducting IT emergency drills
Regularly reporting to management and audit bodies

Apr 2017 - Jan 2019

1 year 10 months

Interim Head of IT at a medium-sized transport & logistics company

Transport & Logistics

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

Sep 2015 - Mar 2017

1 year 7 months

Review ITSM Processes of the Service Transition and Service Operation phases / ITSM Tool Replacement - ITIL 2011

Food Industry

Project management (PMO, schedule management, project controlling, project documentation)
Reviewing the current critical success factors and key performance indicators
Defining a process owner for each process
Process review and optimization
Training staff on the new and adjusted processes
Reorganizing the Configuration Management System (CMS)
Implementing the Knowledge Management process and building a knowledge base
ITSM tool evaluation and replacement
Reorganizing local service desk structures into a centralized, virtually organized service desk
Process modeling using MS Visio (IT architectures)

Sep 2014 - Jul 2015

11 months

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

Food Company

Establishing IT emergency planning (BCM and ITSCM), designing and implementing it based on the BSI standard 100-4 on emergency management
Identification and assessment of risks
Creation of a risk inventory for applications and IT services
Conducting business impact analyses
Crisis management and coordination
Conducting training sessions and awareness campaigns
Designing and carrying out IT emergency and recovery tests
Designing disaster recovery data centers
Implementing a continuous improvement process based on the Deming Cycle (PDCA)
Maintaining the ITSCM policy
Conducting awareness activities
Continuously improving the emergency plans
Monitoring the adequacy and effectiveness of emergency preparedness measures
Planning, preparing, and conducting IT emergency exercises
Follow-up on incidents and IT emergencies
Regular reporting to management and audit bodies

Jul 2012 - Jul 2014

2 years 1 month

Design, development, and implementation of a company-wide Governance, Risk, and Compliance framework (GRC)

Food Company

Addressing data espionage, breach of confidentiality, and know-how leakage
Dealing with issues related to cloud computing, order data processing, and cross-border data transfer
Risk analysis in social networks and Web 2.0
Considering mobile computing and bring-your-own-device
Policies for IT use at work and personal use
Conducting IT and data protection audits as well as risk management
Implementing legally compliant filtering and IT security systems, including data loss prevention (DLP)
Implementing legal archiving requirements for emails and data, including document management systems (DMS)
Analysis of IT liability risks
Establishing IT compliance and governance structures
Implementing an ISMS framework based on ISO/IEC 27001 and BSI IT baseline protection

Jan 2012 - Present

14 years 7 months

IHK-Akademie 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 7 months

Digicomp Academy AG (Switzerland)

ITIL® Workshops

Jan 2011 - Present

15 years 7 months

Various Companies

ITIL® Edition 2011 Foundation trainings including certifications
ITIL® Edition 2011 Trainer Intermediate & Expert Level
ITIL® 4 Trainer
BSI baseline protection / 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 7 months

Protranet Institut GmbH

DIN EN ISO 9000:2015-11 - general / basics of COBIT, ITIL®, ISO 9001:2015

Jan 2007 - Nov 2011

4 years 11 months

Europe-wide implementation of ITIL v3 processes, functions, and roles – implementing the service lifecycle according to ITIL v3

Food company

Conducting ITIL® readiness assessments and workshops
Conducting basic training at all European sites to establish a common understanding and language
Preparing for the ITIL® V3 Foundation certification exam
Documenting existing processes and developing and implementing standardized IT service lifecycle processes, functions, and roles based on RACI
Service Asset and Configuration Management: setting up the CMDB, CMS, and SKMS
Tool selection, implementation, and training
Implementing a continual service improvement process
Building, maintaining, and quality-assuring content in knowledge management
Highlighting deviations to the responsible employees

Jan 2006 - Dec 2007

2 years

Design and implementation of group IT security project (end-to-end security)

Food company

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

Jan 2005 - Dec 2005

1 year

Setup of 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 point of contact for marketing

Jul 2004 - Dec 2004

6 months

Security evaluations and penetration tests

Various projects at banks and insurance companies

Conducting security evaluations according to BSI IT baseline protection
Aligning with ISO/IEC 27001
Conducting penetration and hacking tests

Jan 1995 - Dec 2007

13 years

IBS-Schreiber Hamburg

Audit of network and client/server systems
Audit aspects of e-commerce
Audit of document management systems (GDPdU)

Jan 1995 - Dec 2003

9 years

Frankfurt School of Finance & Management

Basics of IT auditing
Audit of operational risks (Basel II)

Sep 1988 - Dec 2003

15 years 4 months

IT security project manager / project team member

Various projects at banks and insurance companies

Support in setting up an internet portal, including integrating a public key infrastructure
Designing and building 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 baseline protection, 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 managers, employees, and suppliers
Disciplinary and technical management of staff

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

Skills

It Service Management
It Security Management
It Project Management
Digital Transformation
Enterprise Architecture Management (Eam)
Management
Building And Leading A Cross-Location It Service Organization Based On The Itil® Framework For Around 7,600 It Workstations Of An International (Privately Held) Company
Process Analysis, Process Design As Well As Evaluation, Implementation And Measurement Of Metrics/Kpis For Processes, Products And Services
Designing And Executing End-To-End Transformation Projects At Department Or Enterprise Level / Managing Complex Transformations In It And Business
Cloud Business & Digital Transformation
Supporting Architectural Issues In Strategic Projects By Creating Solution Architectures As Well As Implementation And Operations Concepts
Retained It: Developing, Validating And Implementing It Sourcing Strategies (On-Premise, Hybrid, Cloud) Including Provider Selection And Management, Transition Support
Reviewing And Implementing Regulatory Requirements (Bafin: Dora / Bait / Vait / Kait)
Cross-Functional Methodology Knowledge, E.G. 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 / Openstage (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 Skills In Servicenow

Languages

German

Native

English

Advanced

French

Intermediate

Certifications & licenses

Accredited ISO 20000 Trainer (ICO-CERT)

Accredited ISO 27001 Trainer (EXIN)

Accredited ITIL® Trainer (PeopleCert)

BPMN 2.0 – SAP Signavio / ARIS / Adonis / Camunda

Certified IT Business Manager / Certified IT project manager

Certified IT Systems Manager / Certified IT developer

DevOps Foundation (DevOps Institute)

DevOps Trainer and Examiner (ICO-CERT)

ISO 20000 Auditor

ISO 20000 Manager/Consultant

ISO 27001 Foundation Certification

ISO 9001 Quality Management

IT Security Manager IHK

IT Service Manager (ITIL® v2)

ITIL® 4 Master

ITIL® 4 Practice Manager

ITIL® Expert (ITIL® v3/2011)

ITIL® Lead Trainer

PRINCE2® Foundation

Professional Scrum Master (ICO-CERT)

TOGAF 9.2 Level 1 (Foundation)

Statistics

Experience

Total positions 29

Experience in Information Technology 30.5 y

Avg length 4 y 5 m

Longest experience 17 y 6 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 ones – DORA compliance, Supporting the setup and implementation of an enterprise-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

Created

January 2026

Last Update

July 2026

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Frequently asked questions

Have questions? Find more information here.

Where is Karl-Heinz based?

Karl-Heinz is based in Leipzig, Germany.

What languages does Karl-Heinz speak?

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

How many years of experience does Karl-Heinz have?

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.

What roles would Karl-Heinz be best suited for?

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 ones – DORA compliance, Supporting the setup and implementation of an enterprise-wide IT service management organization.

What is Karl-Heinz's latest experience?

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

What companies has Karl-Heinz worked for in recent years?

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

Which industries is Karl-Heinz most experienced in?

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.

Which business areas is Karl-Heinz most experienced in?

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.

Which industries has Karl-Heinz worked in recently?

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

Which business areas has Karl-Heinz worked in recently?

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

Does Karl-Heinz have any certificates?

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).

What is the availability of Karl-Heinz?

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

What is the rate of Karl-Heinz?

Karl-Heinz's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.

How to hire Karl-Heinz?

To hire Karl-Heinz, click the Meet button on the profile to request a meeting and discuss your project needs.

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Market avg: 704-864 €

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