Karl-Heinz Reis - IT Service Manager and ITIL 4 Master

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Leipzig, Germany

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Experience

Apr 2025 - Present

1 year 6 months

Support in the further development of a European IT store service organization (15 countries)

European retail company (discount store)

Capturing the current processes Incident Management, IT Service Request Management, Problem Management, Change Management, Service Configuration Management (including CMDB)
Carrying out 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 maturity levels for the processes being reviewed
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 bank in Germany

Capturing the current processes Incident Management, IT Service Request Management, Problem Management, Change Management, Service Configuration Management (including CMDB)
Carrying out maturity assessments for these processes based on the ITIL® 4 Maturity Model
Agreeing maturity levels for the processes being reviewed
Reviewing and further developing the ITSM processes and their roles, especially with regard to regulatory requirements (SITB, DORA)
Developing and approving a roadmap to achieve and measure the required maturity levels and regulatory requirements
Presenting 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

Providing and further developing the ITSM framework
Supporting service and product owners in creating and maintaining service objects
Helping to build and maintain service management reporting for internal steering committees and customer reports
Reviewing and further developing the ITSM processes and their roles, especially when regulatory requirements changed (VAIT, SITB, DORA)
Carrying out maturity assessments and building a quality management system for processes and the CMDB
Planning and running process workshops
Process design and alignment of 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
Support with the tender, evaluation and selection of a new service management solution including an implementation partner

Jul 2022 - Dec 2023

1 year 6 months

Support with planning the transition to operations and the operation of a new Wide Area Network (WAN)

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

Concept development and documentation for the IT Service Management area
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 running process workshops
Process design and alignment of the modeled processes
Assigning roles and responsibilities to the created processes (RACI matrix)
Creating a process handbook (processes, role assignments, role descriptions)
Helping create the operations handbook
Running training sessions and transferring knowledge to employees

Jul 2022 - Dec 2023

1 year 6 months

Organization and process consulting, ITIL, IT Service Management

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

Managing the process to clarify organizational target structures such as functions, processes and roles
Preparing and running workshops to identify and analyze the processes and roles in the organization and to manage the development of improvements in processes and roles
Managing the decision-making process in the project and developing and describing the optimized processes and new roles in 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 relevant departments and HR
Running training sessions and transferring knowledge to employees

Jun 2022 - Sep 2022

4 months

Reorganization of emergency management based on PRINCE2

Public corporation under public law with self-administration

Running a kick-off meeting
Deriving tasks from the expected project results based on the initial review
Communicating the project content and goals to the involved departments
Identifying stakeholders and suppliers in a workshop
Estimating effort
Defining work plans and the project approach while considering available capacity
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 rollout

State building society of an eastern federal state

Conceptual and process-related improvement of the existing ITSM processes: Change, Incident, program deployment process (service catalog management, CMDB)
Development, documentation, and integration of new IT processes (e.g. Problem Management)
Definition of suitable KPIs and design of reports/dashboards for control (IT cockpit)
Management of operational change management
Prioritization and approval of changes to be made (software/infrastructure) in productive IT systems based on test results and risk assessments
Support with market analysis and evaluation/pilot testing of process-supporting tools (ITSM tool, CMDB, reporting/dashboards)
Introduction of process-supporting tools and iterative integration of ITSM processes and interfaces

Aug 2021 - Jun 2022

11 months

Interim Head of IT Service Delivery Department

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

Planning and coordination of business processes and service delivery in 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 the service management processes according to ITIL (hardware and software, LAN/WAN/WLAN networks and databases)
Further development of a standard service reporting
Planning, transparency, and adherence to costs and budgets
Motivating employees and strengthening personal responsibility to take on accountability
Cost-efficient management of processes and shaping cross-departmental collaboration
Responsibility for developing alternative pricing/service models in 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

Introduction of a paper-light digital production planning and control process, interface Service Transition /

Transport & Logistics

Handover of the MES project to the customer’s operations team
Ensuring that the takeover of operations can be secured
Ensuring that the functional operations manual contains all information and procedures for parallel operation
Coordination and creation of the core processes Incident Management, Patch Management, Software Delivery, and Release Management with the customer
Ensuring that all artifacts are collected so that operations can be carried out
Creating a list of all plant IT assets
Assessment, acceptance, and quality assurance of 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

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

Labor and economic development

Capturing and analyzing the current state (CMO - Current Mode of Operation) through an initial assessment
Deriving an IT strategy based on the company’s underlying overall strategy
Carrying out different SWOT scenarios to analyze and assess possible delivery models (on-premise, hybrid, cloud)
Evaluating the results of the SWOT analyses to derive a target picture (FMO - Future Mode of Operation)
Carrying out an additional opportunity and risk analysis
Deriving the IT sourcing roadmap and strategy incl. 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
Creating architecture sketches and deriving target architectures from business processes to IT infrastructure
Analysis of system landscapes and individual systems with regard to compatibility and architectural fit
Deriving decision papers by developing migration and integration scenarios toward an overarching administrative system
Conducting feasibility studies and implementation assessments
Evaluating overarching strategic initiatives for the further development of the architecture and establishing a migration roadmap for the current administrative system
Digitalization and technology scouting, classifying new trends in the enterprise architecture
Gathering capabilities and requirements as part of innovation and digitalization planning
Assessing the current application status of existing programs within the organization and suggesting optimized use

Nov 2018 - Dec 2019

1 year 2 months

Senior ITSM consulting for concept creation and implementation

IT service provider

Creating a concept for a service catalog and service design, especially Service Level Management, Service Catalogue Management and Supplier Management
Negotiating and closing 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 process for Problem Management
Reviewing the established Incident and Change Management processes and linking these processes with the disciplines mentioned above
Aligning the Service Catalogue Management process with the Service Portfolio Management process from service strategy
Creating the related RACI models
Conducting training on the new or changed processes

Apr 2018 - Oct 2018

7 months

Consulting in Risk and Quality Management

Public-law corporation with self-administration

Conducting risk management and assessments
Risk reporting to the Board of Directors
Supporting project management with project planning and control as well as with the execution of project-related events
Organizing internal project processes for quality assurance and other areas related to quality assurance (e.g. change management)
Carrying out quality assurance measures
Creating and coordinating project documents (reporting, QA manual)
Creating presentations and documentation for or from meetings
Conflict management
Conducting about 40 workshops to gather and document business requirements and processes
Preparing, moderating, documenting, process modeling and following up on the workshops, as well as preparing the required documents for approval of the implementation project
Continuous development of emergency concepts
Checking the adequacy and effectiveness of emergency preparedness measures
Planning, preparing and carrying out IT emergency drills
Regular reporting to management and audit bodies

Apr 2017 - Jan 2019

1 year 10 months

Head of IT (Interim) at a mid-sized company in transport & logistics

Transport & logistics

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

Sep 2015 - Mar 2017

1 year 7 months

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

Food industry

Project management (PMO, schedule management, project controlling, project documentation)
Reviewing the currently defined critical success factors and key performance indicators
Defining one process owner per process
Process review and process optimization
Training employees on the new and adapted processes
Reorganization of the Configuration Management System (CMS)
Implementation of the Knowledge Management process and building a knowledge base
ITSM tool evaluation and replacement
Reorganization of local service desk structures into a central, virtual 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)

Nahrungsmittel

Building an IT emergency plan (BCM and ITSCM), design and implementation based on BSI Standard 100-4 Emergency Management
Identifying and assessing risks
Creating a risk inventory for applications and IT services
Carrying out business impact analyses
Crisis management and organization
Delivering training and awareness campaigns
Designing and carrying out IT emergency and IT recovery tests
Designing disaster recovery data centers
Implementing a continuous improvement process based on the Deming cycle (PDCA)
Maintaining the ITSCM policy
Carrying out awareness measures
Continuous development of emergency concepts
Checking the adequacy and effectiveness of emergency preparedness measures
Planning, preparing, and carrying out IT emergency drills
Following up on incidents and IT emergencies
Regular reporting to management and audit bodies

Jul 2012 - Jul 2014

2 years 1 month

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

Nahrungsmittel

Working on issues such as data espionage, disclosure of secrets, and leakage of know-how
Handling topics related to cloud computing, order data processing, and data transfer abroad
Analyzing risks in social networks and Web 2.0
Looking at mobile computing and bring your own device
Rules for IT use at the workplace and private use
Carrying out IT and data protection audits as well as risk management
Introducing legally compliant filtering and IT security systems, including Data Loss Prevention (DLP)
Implementing legal archiving requirements for emails and data, including DMS
Analyzing IT liability risks
Building IT compliance and IT governance structures
Implementing an ISMS framework based on ISO/IEC 27001 and BSI IT-Grundschutz

Jan 2012 - Present

14 years 9 months

IHK Academy Swabia 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 trainings including certifications
ITIL® Edition 2011 Trainer Intermediate & Expert Level
ITIL® 4 Trainer
BSI basic protection / ISO 27001 IT security trainer
COBIT 5.0 trainer
ISO 9001:2015

Jan 2010 - Dec 2010

1 year

HCC - Hessisches Competence Center für Neue Verwaltungssteuerung

Governance, compliance, and risk management
Legal issues in IT security and data protection
Basics of IT security
Secure IT infrastructures

Jan 2009 - Present

17 years 9 months

Protranet Institut GmbH

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

Jan 2007 - Nov 2011

4 years 11 months

Pan-European rollout of ITIL v3 processes, functions, and roles – implementation of the lifecycle according to ITIL v3

Nahrungsmittel

Conducting ITIL® readiness assessments and workshops
Delivering basic training at all European locations to create a shared understanding and common language
Preparing for the ITIL® V3 Foundation certification exam
Recording existing processes as well as developing and implementing standard IT service lifecycle processes, functions, and roles according to RACI
Service Asset and Configuration Management: building CMDB, CMS, SKMS
Tool selection, implementation, and training
Implementing a Continual Service Improvement process
Building, maintaining, and ensuring the quality of content in knowledge management
Pointing out deviations to the responsible employees

Jan 2006 - Dec 2007

2 years

Concept and implementation of Group IT Security project (End-2-End Security)

Nahrungsmittel

Identifying requirements from IT compliance and IT governance
Creating a requirements concept and an evaluation matrix
Working on key topics such as organizational security, virus/SPAM protection, intrusion prevention, encryption, pre-boot authentication, IT security monitoring, and BCM
Coordination with management and executive leadership
Creating IT security policies (general, generic, product-related)
Vendor selection and tool evaluation

Jan 2005 - Dec 2005

1 year

Building a firewall and web hosting platform

Diverse Projekte bei Banken und Versicherungen

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

Jul 2004 - Dec 2004

6 months

Security assessments and penetration tests

Various projects at banks and insurance companies

Conducting security assessments according to BSI IT Baseline Protection
Alignment with ISO/IEC 27001
Conducting penetration and hacker tests

Jan 1995 - Dec 2007

13 years

IBS-Schreiber Hamburg

Testing networks and client/server systems
Audit aspects in electronic commerce
Testing document management systems (GDPdU)

Jan 1995 - Dec 2003

9 years

Frankfurt School of Finance & Management

Basics of IT auditing
Testing operational risks (Basel II)

Sep 1988 - Dec 2003

15 years 4 months

Project management / project work IT security

Various projects at banks and insurance companies

Support in building an internet portal including integration of a Public Key Infrastructure
Design and setup of a Public Key Infrastructure for an email encryption solution
Development and implementation of strategic, generic, and product-specific IT security policies
Conducting IT vulnerability assessments (penetration tests)
Conducting protection needs and business impact analyses
Conducting security assessments according to BSI IT Baseline Protection, ISO/IEC 27001, and ITSEC
Planning, implementing, and operating intrusion detection systems
Development and implementation of emergency and disaster recovery concepts
Building IT security organizations
Conducting training and awareness events for managers, employees, and suppliers
Disciplinary and professional 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

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
Setup And Management Of An It Service Organization Across Multiple Sites, Based On The Itil® Framework, For Around 7,600 It Workstations In An Internationally Active Group Company (Not Publicly Listed)
Process Analysis, Process Design, And Evaluation, Implementation And Measurement Of Metrics/Kpis For Processes, Products And Services
Design And Delivery Of End-To-End Transformation Projects At Department Or Company Level / Management Of Complex Transformations In It And Business
Cloud Business & Digital Transformation
Support With 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, Transition Support
Review And Implementation Of Regulatory Requirements (Bafin: Dora / Bait / Vait / Kait)
Cross-Functional Method Knowledge, Such As Itil, Iso 27001, Iso 9001, Itil®, Prince 2®, Bsi Basic 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 Base Technologies (Aws)
User Experience With 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 Support in the further development of a European IT store service organization (15 countries), Process design and implementation, revising existing ITIL processes and setting up new processes – 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

Member since

January 2026

Last update

August 2026

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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 25 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: Support in the further development of a European IT store service organization (15 countries), Process design and implementation, revising existing ITIL processes and setting up new processes – DORA compliance, Support in building and implementing a company-wide IT service management organization.

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

In recent years, Karl-Heinz has worked for European retail company (discount store), State bank in Germany, Leading insurance company in Bavaria, Federal institution under public law 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

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Daily rate avg. 850 €

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Median rate 800 €

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Calculated based on our freelancers’ daily rates as of 6 Sep 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.

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