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 23 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 Support in further building a European IT branch service organization (15 countries) at European retail company (discount retailer) .

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

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

Experience

Apr 2025 - Present

1 year

Support in further building a European IT branch service organization (15 countries)

European retail company (discount retailer)

Capture the current processes: Incident Management, IT Service Request Management, Problem Management, Change Management, Service Configuration Management (including CMDB)
Conduct maturity assessments for these processes based on the ITIL® 4 Maturity Model
Analyze the different service value streams using the ITIL® 4 value stream model
Agree on maturity levels for the processes reviewed
Develop and approve a roadmap to achieve and measure the target maturity levels
Present the approach, including milestones, to management for approval
Manage 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 ones – DORA Compliance

Regional bank in Germany

Capture the current processes: Incident Management, IT Service Request Management, Problem Management, Change Management, Service Configuration Management (including CMDB)
Conduct maturity assessments for these processes based on the ITIL® 4 Maturity Model
Agree on maturity levels for the processes reviewed
Review and further develop the ITSM processes and their roles, especially regarding regulatory requirements (SITB, DORA)
Develop and approve a roadmap to achieve and measure the target maturity levels and regulatory requirements
Present the approach, including milestones, to management for approval

Jan 2024 - Mar 2025

1 year 3 months

Support in building and implementing a company-wide IT service management organization

Leading insurance company in Bavaria

Provide and further develop the ITSM framework
Support service and product owners in creating and maintaining service objects
Contribute to the development and maintenance of service management reporting for internal steering committees and customer reports
Review and further develop the ITSM processes and their roles, especially when regulatory requirements change (VAIT, SITB, DORA)
Conduct maturity assessments and set up a QM system for processes and the CMDB
Plan and run process workshops
Design and align the modeled processes
Create a process manual (processes, role assignments, role descriptions)
Update the CMDB based on regulatory requirements (especially DORA) and develop and implement maintenance processes
Support the tender, evaluation, and selection of a new service management solution, including an implementation partner

Jul 2022 - Dec 2023

1 year 6 months

Support in the concept for the transition and operation of a new wide area network (WAN)

Federal public institution with self-administration (SÜ2)

Design and document the IT service management area
Develop and document operational and non-operational processes and workflows (Visio / Signavio / ARIS Designer)
Create a process map for PLAN-BUILD-RUN of the new network infrastructure
Plan and conduct process workshops
Design and align the modeled processes
Assign roles and responsibilities to the defined processes (RACI matrix)
Create a process manual (processes, role assignments, role descriptions)
Contribute to the creation of the operations manual
Conduct training sessions and knowledge transfer to the 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)

Manage the process to clarify organizational target structures such as functions, processes and roles
Prepare and conduct workshops to identify and analyze processes and roles in the organization and guide improvements in them
Steer the project decision-making process and work out and describe the optimized processes and new roles in these processes
Develop and document operational and non-operational processes and workflows (Visio / Signavio / ARIS Designer)
Create a process map for PLAN-BUILD-RUN of the new network infrastructure
Align the new processes and roles with the relevant business departments and HR
Conduct training sessions and knowledge transfer to the staff

Jun 2022 - Sep 2022

4 months

Reorganization of emergency management based on PRINCE2

Self-governed public-law corporation

Running a kick-off meeting
Deriving tasks from the expected project results based on the preliminary study
Communicating the project content and goals to involved departments
Identifying stakeholders and suppliers in a workshop
Estimating effort
Defining work plans and the project approach considering available capacity
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 process optimization of existing ITSM processes: change, incident, program deployment procedures (service catalog management, CMDB)
Development, documentation, and integration of 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 evaluating/piloting 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 department

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 as well as resource control
Further developing the system architecture for the IT management system and service management processes according to ITIL (hardware and software, LAN/WAN/WLAN networks, and databases)
Advancing a unified service reporting
Planning, transparency, and adherence to costs and budgets
Motivating employees and empowering them to take ownership
Cost-optimized process control and designing cross-department collaboration
Responsible for developing alternative pricing/performance 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 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 with a Service Transition interface

Transport & Logistics

Handing over the MES project to the client's operations management
Ensuring that the takeover of operations management can be guaranteed
Ensuring that the technical operations manual includes all information and procedures for parallel operation
Aligning and creating the primary processes Incident Management, Patch Management, software delivery, and Release Management with the client
Ensuring that all artifacts are gathered so that operations management can take place
Creating a list of all plant IT assets
Assessing, 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

Conducting a feasibility study for an IT sourcing project (CMO/FMO) for a state employment and economic development company

Employment and Economic Development

Capturing and analyzing the current mode of operation (CMO) through an initial assessment
Deriving an IT strategy based on the company's overall strategy
Conducting various SWOT scenarios to analyze and evaluate possible deployment models (on-premise, hybrid, cloud)
Evaluating the results of the SWOT analyses to derive a target picture (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 considering 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 architectural sketches and deriving target architectures from the business process to the IT infrastructure
Analyzing system clusters and individual systems for compatibility and architectural fit
Developing decision-making proposals by creating migration and integration scenarios towards an overarching administration system
Conducting feasibility studies and implementation assessments
Evaluating overarching strategic initiatives to further develop the architecture and establish a migration roadmap for the current administration system
Digitalization and technology scouting, incorporating new trends into the enterprise architecture
Gathering capabilities and requirements as part of innovation and digitalization planning
Assessing the current state of existing applications within the organization and recommending optimizations

Nov 2018 - Dec 2019

1 year 2 months

Senior ITSM Consultant for concept development and implementation

IT-Service Provider

Creating a concept for a service catalog and service design, in particular Service Level Management, Service Catalogue Management, and Supplier Management
Negotiating and finalizing SLAs, OLAs, and UCs
Creating a separate process for Request Fulfillment
Separating the Problem Management process from the Incident Management process and designing and implementing a dedicated Problem Management process
Analyzing the established Incident and Change Management processes and integrating them with the mentioned disciplines
Aligning the Service Catalogue Management process with the Service Portfolio Management process from the Service Strategy
Creating the associated 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-governance

Carrying out risk management and assessments
Risk reporting to the Board of Directors
Supporting project leadership in project planning and control, as well as organizing project-related events
Organizing internal project processes for quality assurance and other areas related to quality assurance (e.g., change management)
Implementing quality assurance measures
Preparing and coordinating project documents (reporting, QA manual)
Creating presentations and documentation for meetings
Conflict management
Facilitating about 40 workshops to gather and document functional requirements and processes
Preparing, facilitating, documenting, modeling processes, and following up on the workshops, as well as preparing the necessary documents for the approval of the implementation project
Continuous development of emergency plans
Monitoring the adequacy and effectiveness of emergency preparedness measures
Planning, preparing, and conducting IT emergency drills
Regular reporting to management and audit bodies

Apr 2017 - Jan 2019

1 year 10 months

Interim Head of IT at a medium-sized transport and 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 adequate IT sourcing strategies (hybrid service delivery models)
Facilitating and initiating the continuous improvement of commercial, logistical, and administrative processes (including SAP)
Replacing old phone systems with a central unified communications system (UC) and migrating 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 lifecycle phases / ITSM tool replacement - ITIL 2011

Food

Project management (PMO, scheduling, project controlling, project documentation)
Reviewing the currently set 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
Evaluating and replacing the ITSM tool
Reorganizing local service desk structures into a central, virtually organized service desk
Process modeling based on 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

Built IT emergency planning (BCM and ITSCM), designed and implemented it according to BSI Standard 100-4 Emergency Management
Identified and assessed risks
Created a risk inventory for applications and IT services
Conducted business impact analyses
Managed crisis situations and coordination
Conducted training and awareness campaigns
Designed and ran IT emergency and IT recovery tests
Designed disaster recovery data centers
Implemented a continuous improvement process based on the Deming Cycle (PDCA)
Maintained the ITSCM policy
Conducted awareness activities
Continuously improved emergency procedures
Monitored the adequacy and effectiveness of emergency precautions
Planned, prepared, and conducted IT emergency exercises
Followed up on incidents and IT emergencies
Regularly reported to management and audit bodies

Jul 2012 - Jul 2014

2 years 1 month

Design, creation and rollout of a company-wide Governance, Risk and Compliance framework (GRC)

Food Company

Addressed corporate espionage, confidentiality breaches and know-how leakage
Addressed questions related to cloud computing, contract data processing and cross-border data transfers
Analyzed risks in social networks and Web 2.0
Examined mobile computing and bring-your-own-device (BYOD)
Defined policies for IT use at work and private use
Conducted IT and data protection audits and risk management
Implemented legally compliant filtering and IT security systems, including Data Loss Prevention (DLP)
Implemented legal retention requirements for emails and data, including a document management system (DMS)
Analyzed IT liability risks
Built IT compliance and IT governance structures
Implemented an ISMS framework based on ISO/IEC 27001 and BSI IT Baseline Protection

Jan 2012 - Present

14 years 3 months

IHK Academy Schwaben Augsburg

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

Jan 2011 - Present

15 years 3 months

Digicomp Academy AG (Switzerland)

ITIL® workshops

Jan 2011 - Present

15 years 3 months

Various Companies

ITIL® 2011 Edition Foundation trainings including certifications
ITIL® 2011 Edition 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

Hessian Competence Center for New Administrative Management

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

Jan 2009 - Present

17 years 3 months

Protranet Institute Ltd.

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

Jan 2007 - Nov 2011

4 years 11 months

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

Food Company

Conducting ITIL® readiness assessments and workshops
Delivering foundation training at all European locations to establish a common understanding and language
Preparing for the ITIL® V3 Foundation certification exam
Recording existing processes and developing and implementing standardized IT service lifecycle processes, functions, and roles according to RACI
Service asset and configuration management: setting up CMDB, CMS, SKMS
Tool selection, implementation, and training
Implementing a continual service improvement process
Creating, maintaining, and quality-assuring knowledge management content
Reporting deviations to the responsible staff

Jan 2006 - Dec 2007

2 years

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

Food Company

Identifying requirements from IT compliance and IT governance
Developing a requirements concept and evaluation matrix
Handling key areas: 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, 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

Developing a security and hosting concept
Vendor selection and tool evaluation
Configuring and implementing the solution
Gradually migrating the company's web presence to the new platform
Acting as the central 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

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

Jan 1995 - Dec 2003

9 years

Frankfurt School of Finance & Management

Basics of IT audit
Assessing operational risks (Basel II)

Sep 1988 - Dec 2003

15 years 4 months

IT Security project lead / project team member

Various projects at banks and insurance companies

Supporting the setup of a web portal including integration of a public key infrastructure
Design and setup of a public key infrastructure for an email encryption solution
Developing and implementing strategic, generic, and product-related IT security policies
Conducting IT vulnerability assessments (penetration tests)
Conducting security requirements 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 events for executives, employees and suppliers
Disciplinary and technical staff management

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
Establishing And Leading A Cross-location It Service Organization Based On The Itil® Framework For About 7,600 It Workstations At An International (Non-listed) Company
Process Analysis, Process Design, As Well As Evaluating, Implementing And Measuring Metrics/kpis For Processes, Products And Services
Designing And Running Comprehensive Transformation Projects At Department Or Company Level / Managing Complex It And Business Transformations
Cloud Business & Digital Transformation
Support On Architectural Issues In Strategic Projects By Creating Solution Architectures And Implementation And Operation Plans
Retained It: Creating, Validating And Implementing It Sourcing Strategies (On-premise, Hybrid, Cloud) Including Provider Selection And Management, And Transition Support
Reviewing And Implementing Regulatory Requirements (Bafin: Dora / Bait / Vait / Kait)
Broad Methodology Knowledge, E.g. Itil, Iso 27001, Iso 9001, Prince2®, Bsi Basic 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
Basic Cloud 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 y

Avg length 4 y 4 m

Longest experience 17 y 2 m

Expertise

Recent roles Support in further building a European IT branch service organization (15 countries), Process design and implementation, revising existing ITIL processes and setting up new ones – DORA Compliance, Support in building and implementing 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

Created

January 2026

Last Update

March 2026

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Frequently asked questions

Do you have questions? Here you can find further information.

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 23 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: Support in further building a European IT branch service organization (15 countries), Process design and implementation, revising existing ITIL processes and setting up new ones – DORA Compliance, Support in building and implementing a company-wide IT service management organization.

What is Karl-Heinz's latest experience?

Karl-Heinz's most recent position is Support in further building a European IT branch service organization (15 countries) at European retail company (discount retailer).

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

In recent years, Karl-Heinz has worked for European retail company (discount retailer), Regional bank in Germany, Leading insurance company in Bavaria, Federal public institution with self-administration (SÜ2), IT service provider for the states of Hamburg, and Bremen 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: 768-928 €

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