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 Supporting the further development of a European IT branch 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) , Regional bank in Germany , Leading insurance company in Bavaria , Federal public-law 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

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Experience

Apr 2025 - Present

1 year 2 months

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

European retail company (discount chain)

Capturing the current 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
Analyzing the various 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 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

Capturing the current 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
Agreeing on maturity levels for the processes under review
Reviewing and further developing the ITSM processes and their roles, especially in terms of regulatory requirements (SITB, DORA)
Developing and approving a roadmap to achieve and measure the respective maturity levels and regulatory requirements
Presenting the approach, including milestones, to management for approval

Jan 2024 - Mar 2025

1 year 3 months

Supporting the setup and implementation of a company-wide IT service management organization

Leading insurance company in Bavaria

Providing and further developing the ITSM framework
Supporting service and product owners in creating and maintaining service objects
Contributing to the development and maintenance of service management reporting for internal steering committees and client reports
Reviewing and further developing ITSM processes and their roles, especially when regulatory requirements change (VAIT, SITB, DORA)
Conducting maturity assessments and setting up a quality management system for processes and the CMDB
Planning and conducting process workshops
Designing processes and aligning the modeled processes
Creating a process manual (processes, role assignments, role descriptions)
Updating the CMDB based on regulatory requirements (especially DORA), and developing and implementing maintenance processes
Supporting the tendering, evaluation and selection of a new service management solution, including an implementation partner

Jul 2022 - Dec 2023

1 year 6 months

Supporting the conception 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
Designing processes and aligning the modeled processes
Assigning roles and responsibilities to the created processes (RACI matrix)
Creating a process manual (processes, role assignments, role descriptions)
Contributing to the creation of the operations manual
Conducting training and knowledge transfer to employees

Jul 2022 - Dec 2023

1 year 6 months

Organizational 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 processes and roles in the organization, and guiding the development of improvements in processes and roles
Managing the decision-making process in the project as well as developing and documenting 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
Coordinating the new processes and roles with the involved departments and HR
Conducting training and knowledge transfer to employees

Jun 2022 - Sep 2022

4 months

Reorganization of emergency management based on PRINCE2

Public law corporation with self-administration

Kick-off meeting
Derive tasks from expected project outcomes based on the preliminary study
Communicate project contents and objectives to involved departments
Identify stakeholders and suppliers in a workshop
Estimate efforts
Define work plans and project approach considering available capacities
Regular coordination with the client
Create 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 processes (Service Catalog Management, CMDB)
Develop, document and integrate new IT processes (e.g., Problem Management)
Define appropriate metrics and design reports/dashboards for control (IT cockpit)
Manage operational change management
Prioritize and decide on changes (software/infrastructure) to live IT systems based on test results and risk assessments
Support market analysis and evaluation/piloting of process-supporting tools (ITSM tool, CMDB, reporting/dashboards)
Introduce process-supporting tools and iteratively integrate 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 sector (SU1)

Plan and coordinate business processes and service delivery in the area of responsibility
Responsible for SLA-compliant operation of assigned systems and services, as well as resource management
Enhance 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 develop a unified service reporting system
Plan, monitor, and ensure adherence to costs and budgets
Motivate staff and encourage personal responsibility
Cost-optimized control of processes and design of cross-departmental collaboration
Responsible for developing alternative price/performance models within the area of responsibility
Develop strategic recommendations for technical infrastructure, ITIL process optimization, reporting and communication structures, and partner management models
Process modeling based on Signavio (BPMN 2.0) as well as 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
Ensure that the takeover of operations management can be guaranteed
Ensure that the technical operations manual contains all information and procedures for parallel operation
Coordinate and create the primary processes Incident Management, Patch Management, software delivery, and Release Management with the client
Ensure that all artifacts are gathered so that operations management can take place
Create a list of all plant IT assets
Evaluate, approve, and quality-assure the training concepts required for plant staff
Process modeling based on Signavio (BPMN 2.0) as well as 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 economic

Employment and Economic Promotion

Capture and analyze the status quo (CMO - Current Mode of Operation) through an initial assessment
Derive an IT strategy based on the company's overall strategy
Conduct various SWOT scenarios to analyze and evaluate possible delivery models (on-premise, hybrid, cloud)
Evaluate the results of the SWOT analyses to derive a target picture (FMO - Future Mode of Operation)
Perform an additional opportunity and risk analysis
Derive the IT sourcing roadmap and strategy, including IT architecture (hardware and software, LAN/WAN/WLAN networks, and databases)
Develop a proposal for an IT reference architecture and a technology catalog
Finalize the feasibility study considering the required economic aspects
Create and present the management presentation and support 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 processes to IT infrastructure
Analyzing system networks and individual systems for compatibility and architectural fit
Preparing decision documents by developing migration and integration scenarios toward a unified administration system
Conducting feasibility studies and implementation assessments
Evaluating broad strategic initiatives to advance the architecture and creating a migration roadmap for the current administration system
Conducting digitalization and technology scouting, integrating new trends into the enterprise architecture
Collecting skills and requirements as part of innovation and digitalization planning
Assessing the current usage of existing applications within the organization and proposing ways to optimize their use

Nov 2018 - Dec 2019

1 year 2 months

Senior ITSM Consultant for Concept Development and Implementation

IT Service Provider

Developing a service catalog concept 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 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 them with the mentioned disciplines
Aligning the Service Catalogue Management process with the Service Portfolio Management process from the service strategy
Creating the related RACI models
Delivering training on the new and updated processes

Apr 2018 - Oct 2018

7 months

Risk and Quality Management Consultant

Self-governing Public Law Corporation

Performing risk management and assessments
Reporting risks to the board of directors
Supporting project management with planning, control, and project-related events
Organizing internal project procedures for quality assurance and other QA-related areas (e.g. change management)
Carrying out quality assurance measures
Creating and coordinating project documents (reports, QA manual)
Preparing presentations and documents for meetings and their follow-up
Managing conflicts
Conducting about 40 workshops to gather and document functional requirements and processes
Preparing, moderating, recording minutes, modeling processes, and following up on workshops, and compiling the required documents for project approval
Continuously improving contingency plans
Checking the adequacy and effectiveness of emergency 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 mid-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 suitable IT sourcing strategies (hybrid delivery models for IT services)
Leading and initiating the continuous improvement of business, logistics, and administrative processes (including SAP)
Replacing old phone systems with a central unified communication (UC) system and migrating connections from ISDN to SIP
Managing staff both technically and disciplinarily
Responsibility for budget and investments (CAPEX / OPEX)

Sep 2015 - Mar 2017

1 year 7 months

Review of ITSM Processes in the Service Transition and Service Operation Lifecycle Phases / ITSM Tool Replacement - ITIL 2011

Food Company

Project management (PMO, schedule management, project controlling, project documentation)
Reviewing the current critical success factors and key performance indicators
Assigning a process owner for each process
Conducting process reviews and process optimization
Training staff on the new and updated 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
Modeling processes and IT architectures using MS Visio

Sep 2014 - Jul 2015

11 months

Implementation of IT Emergency and IT Recovery Procedures / IT Service Continuity Management (ITSCM)

Food Company

Setting up IT emergency planning (BCM and ITSCM), designing and implementing based on BSI Standard 100-4 Emergency Management
Identifying and assessing risks
Creating a risk inventory for applications and IT services
Conducting business impact analyses
Crisis management and organization
Conducting training and awareness campaigns
Designing and running 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
Continuously improving emergency plans
Checking the adequacy and effectiveness of emergency preventive measures
Planning, preparing and running 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, development and rollout of a group-wide Governance, Risk and Compliance framework (GRC)

Food Company

Working on data espionage, breach of confidentiality and loss of know-how
Addressing questions on cloud computing, data processing contracts and data transfer abroad
Analyzing risks in social networks and Web 2.0
Considering mobile computing and bring your own device
Setting rules for IT use at work and private use
Conducting IT and data protection audits and 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 5 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 5 months

Digicomp Academy AG (Switzerland)

ITIL® Workshops

Jan 2011 - Present

15 years 5 months

Various Companies

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

Jan 2010 - Dec 2010

1 year

HCC - Hessian Competence Center for New Administrative Management

Governance, Compliance, and Risk Management
Legal aspects of IT security and data protection
Fundamentals of IT security
Secure IT infrastructures

Jan 2009 - Present

17 years 5 months

Protranet Institute GmbH

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

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 industry

Conduct ITIL® readiness assessments and workshops
Conduct basic training at all European sites to create a common understanding and language
Prepare for the ITIL® V3 Foundation certification exam
Document existing processes and develop and implement unified IT service lifecycle processes, functions, and roles based on RACI
Service asset and configuration management: Set up CMDB, CMS, SKMS
Select, implement, and train on tools
Implement a continual service improvement process
Build, maintain, and quality-check content in knowledge management
Highlight deviations to the responsible staff

Jan 2006 - Dec 2007

2 years

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

Food industry

Identify requirements from IT compliance and IT governance
Create requirement specifications and an evaluation matrix
Work on key areas: organizational security, virus/SPAM protection, intrusion prevention, encryption, pre-boot authentication, IT security monitoring, and BCM
Coordinate with management and executive leadership
Develop IT security policies (general, generic, product-specific)
Select vendors and evaluate tools

Jan 2005 - Dec 2005

1 year

Setup of a firewall and web hosting platform

Various projects at banks and insurance companies

Create a security and hosting concept
Select vendors and evaluate tools
Configure and implement the solution
Gradually migrate the company's web presence to the new platform
Serve 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 based on BSI IT Baseline Protection
Aligning with ISO/IEC 27001
Performing penetration and hacking tests

Jan 1995 - Dec 2007

13 years

IBS-Schreiber Hamburg

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

Jan 1995 - Dec 2003

9 years

Frankfurt School of Finance & Management

Basics of IT auditing
Auditing operational risks (Basel II)

Sep 1988 - Dec 2003

15 years 4 months

Project management / project support in IT security

Various projects at banks and insurance companies

Assisting in building 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, general, and product-related IT security policies
Performing IT vulnerability assessments (penetration tests)
Conducting protection needs analyses and business impact analyses
Conducting security evaluations based on 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 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
Building And Leading A Cross-site It Service Organization Based On The Itil® Framework For Around 7,600 It Workstations Of An Internationally Operating Corporation (Not Publicly Listed)
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 Company Level / Managing Complex Transformations In It And Business
Cloud Business & Digital Transformation
Supporting Architectural Issues In Strategic Projects By Creating Solution Architectures And Implementation And Operation 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, Such As Itil, Iso 27001, Iso 9001, Itil®, Prince 2®, 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 2008 R2, 2012 And 2016
Microservice Architectures And Container Technologies
Cloud Base 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 4 m

Longest experience 17 y 4 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 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

April 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: 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 a company-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 (discount chain).

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

In recent years, Karl-Heinz has worked for European retail company (discount chain), Regional bank in Germany, Leading insurance company in Bavaria, Federal public-law 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: 776-936 €

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