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 22 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 store service organization (15 countries) at European retail company (discount chain) .

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

In recent years, Karl-Heinz has worked for European retail company (discount chain) , 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, 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

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

European retail company (discount chain)

Assessment of the as-is processes Incident Management, IT Service Request Management, Problem Management, Change Management, Service Configuration Management (including CMDB)
Conducting maturity assessments for these processes based on the ITIL® 4 Maturity Model
Analysis of the different service value streams based on the ITIL® 4 value stream model
Agreement on maturity levels for the processes under review
Development and approval of a roadmap to reach and measure the respective maturity levels
Presentation of the approach, including milestones, to management for approval
Management of 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

Assessment of the as-is processes Incident Management, IT Service Request Management, Problem Management, Change Management, Service Configuration Management (including CMDB)
Conducting maturity assessments for these processes based on the ITIL® 4 Maturity Model
Agreement on maturity levels for the processes under review
Review and further development of the ITSM processes and their roles, especially with regard to regulatory requirements (SITB, DORA)
Development and approval of a roadmap to reach and measure the respective maturity levels and regulatory requirements
Presentation of 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

Provision and further development of the ITSM framework
Support for service and product owners in creating and maintaining service objects
Contribution to the setup and maintenance of service management reporting for internal steering committees and customer reports
Review and further development of the ITSM processes and their roles, especially when regulatory requirements changed (VAIT, SITB, DORA)
Conducting maturity assessments and building a QM system for processes and the CMDB
Planning and running process workshops
Process design and alignment of the modeled processes
Creation of 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 the concept for the operational transition and operation of a new Wide Area Network (WAN)

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

Design and documentation of the IT Service Management topic area
Development and documentation of operational and non-operational processes and workflows (Visio / Signavio / ARIS Designer)
Creation of 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
Assignment of roles and responsibilities to the created processes (RACI matrix)
Creation of a process handbook (processes, role assignments, role descriptions)
Contribution to the creation of the operations handbook
Conducting training sessions and knowledge transfer for 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)

Management of the process to clarify organizational target structures such as functions, processes, and roles
Preparation and facilitation of workshops to identify and analyze the processes and roles in the organization and to drive improvements in processes and roles
Management of the decision-making process within the project as well as development and description of optimized processes and new roles in these processes
Development and documentation of operational and non-operational processes and workflows (Visio / Signavio / ARIS Designer)
Creation of a process map for PLAN-BUILD-RUN of the new network infrastructure
Alignment of the new processes and roles with the involved departments and HR
Conducting training sessions and knowledge transfer for employees

Jun 2022 - Sep 2022

4 months

Reorganization of emergency management based on PRINCE2

Public law corporation with self-administration

Held a kick-off meeting
Derived tasks from the expected project results based on the preliminary study
Communicated the project content and goals to the involved departments
Identified stakeholders and suppliers in a workshop
Estimated effort
Defined work plans and the approach in the project, taking available capacity into account
Regular coordination with the client
Created 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 optimization of the existing ITSM processes: Change, Incident, deployment procedure (Service Catalog Management, CMDB)
Development, documentation, and integration of new IT processes (e.g. Problem Management)
Definition of suitable key figures and design of reports/dashboards for control (IT cockpit)
Management of operational change management
Prioritization and decision on changes to be carried out (software/infrastructure) in productive IT systems based on test results and risk assessments
Support with market analysis and evaluation/piloting 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 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 the service management processes according to ITIL (hardware and software, LAN/WAN/WLAN networks, and databases)
Further development of a consistent service reporting
Planning, transparency, and compliance with costs and budgets
Motivating employees and strengthening personal responsibility to take ownership
Cost-efficient management of processes and shaping cross-department collaboration
Responsibility for developing alternative pricing/service models within the area of responsibility
Development of strategic recommendations for the technical infrastructure, process optimization according to ITIL, 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 procedure for paper-light digital production planning and control, interface Service Transition /

Transport & Logistics

Handover of the MES project to the customer's operations team
Ensured that the transfer of operations management could be completed successfully
Ensured that the functional operations manual contained all information and procedures for parallel operation
Coordinated and created the core processes Incident Management, Patch Management, software delivery, and Release Management with the customer
Ensured that all artifacts were collected so that operations could start
Created a list of all plant IT assets
Assessed, approved, and quality-checked 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 company for employment and

Employment and economic development

Recorded and analyzed the current status (CMO - Current Mode of Operation) through an initial assessment
Derived an IT strategy based on the company's overall strategy
Conducted various SWOT scenarios to analyze and evaluate possible delivery models (on-premise, hybrid, cloud)
Evaluated the results of the SWOT analyses to derive a target picture (FMO - Future Mode of Operation)
Conducted an additional opportunity and risk analysis
Derived the IT sourcing roadmap and strategy, including the IT architecture (hardware and software, LAN/WAN/WLAN networks, and databases)
Developed a proposal for an IT reference architecture and a technology catalog
Finalized the feasibility study taking the required economic aspects into account
Prepared and presented the management presentation and supported 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 the business process to the IT infrastructure
Analysis of system landscapes and individual systems with regard to compatibility and architectural fit
Deriving decision templates by developing migration and integration scenarios toward a cross-organizational administrative system
Conducting feasibility studies and implementation assessments
Evaluating 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 use of existing programs within the organization and proposing better ways to use them

Nov 2018 - Dec 2019

1 year 2 months

Senior ITSM consulting for concept development and introduction

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 Problem Management process
Reviewing the established Incident and Change Management processes and linking these processes with the mentioned disciplines
Aligning the Service Catalogue Management process with the Service Portfolio Management process from Service Strategy
Creating the related RACI models
Conducting training sessions on the new or changed processes

Apr 2018 - Oct 2018

7 months

Consulting in Risk and Quality Management

Public law corporation with self-administration

Performing risk management and assessments
Risk reporting to the Board of Directors
Supporting project management in project planning and control, as well as in 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 aligning project documents (reports, QA manual)
Creating presentations and documentation for and from meetings
Conflict management
Conducting about 40 workshops to gather and document business requirements and processes
Preparing, moderating, documenting, modeling processes and following up on the workshops, as well as preparing the required documents for approval of the implementation project
Continuous further development of emergency concepts
Checking the suitability and effectiveness of emergency preparedness measures
Planning, preparing and conducting IT disaster recovery 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 Transport & Logistics

Transport & Logistics

Group-wide responsibility for IT strategy development, IT infrastructure, IT quality assurance and IT security
Ensuring smooth and failure-safe 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 further development of commercial, logistical and administrative processes (including SAP)
Replacing old phone 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)
Review of 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, 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)

Nahrungsmittel

Building 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 measures
Continuous development of emergency concepts
Checking the adequacy and effectiveness of emergency preparedness measures
Planning, preparation, and execution of 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, creation, and rollout of a company-wide Governance, Risk and Compliance framework (GRC)

Nahrungsmittel

Handling topics such as industrial espionage, disclosure of secrets, and loss of know-how
Dealing with issues related to cloud computing, contract data processing, and data transfer abroad
Analysis of risks in social networks and Web 2.0
Consideration of mobile computing and bring your own device
Rules for IT use at work 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 requirements for emails and data, including DMS
Analysis of IT liability risks
Building IT compliance and IT governance structures
Implementation of 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 incl. 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 - Hessisches Competence Center for New Public Management

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

Jan 2009 - Present

17 years 7 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

Pan-European introduction of ITIL v3 processes, functions, and roles – implementation of the ITIL v3 lifecycle

Food industry

Conducting ITIL® readiness assessments and workshops
Running basic training sessions at all European sites to create a shared understanding and a common language
Preparing for the ITIL® V3 Foundation certification exam
Reviewing existing processes and developing and implementing standard IT service lifecycle processes, functions, and roles according to RACI
Service Asset and Configuration Management: setting up CMDB, CMS, SKMS
Tool selection, rollout, and training
Implementing a Continual Service Improvement process
Setting up, 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 the Group IT Security project (End-to-End Security)

Food industry

Identifying requirements from IT compliance and IT governance
Creating a requirements concept and an evaluation matrix
Working on the key areas of organizational security, virus/SPAM protection, intrusion prevention, encryption, pre-boot authentication, IT security monitoring, and BCM
Coordinating 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

Various projects at banks and insurance companies

Creating a security and hosting concept
Vendor selection and tool evaluation
Configuring and implementing the solution
Step-by-step migration of the company’s web presences to the new platform
Acting as the main contact for marketing

Jul 2004 - Dec 2004

6 months

Security assessments and penetration tests

Various projects at banks and insurance companies

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

Jan 1995 - Dec 2007

13 years

IBS-Schreiber Hamburg

Testing of 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 EDP 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 setting up 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-related IT security policies
Carrying out IT vulnerability assessments (penetration tests)
Carrying out protection needs and business impact analyses
Carrying out security assessments according to BSI IT Baseline Protection, ISO/IEC 27001, or ITSEC
Planning, implementation, and operation of intrusion detection systems
Development and implementation of emergency and disaster recovery concepts
Building IT security organizations
Conducting training and awareness sessions for managers, 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

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 Leadership Of A Multi-Location It Service Organization Based On The Itil® Framework For Around 7,600 It Workstations In An International 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 Holistic 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 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 Base Technologies (Aws)
User Knowledge 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 Support in further building 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

Created

January 2026

Last Update

July 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 22 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 further building 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 further building a European IT store service organization (15 countries) at European retail company (discount chain).

In recent years, Karl-Heinz has worked for European retail company (discount chain), 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, Bremen, and 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 will be available full-time from August 2026.

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.

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: 710-790 €

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