Paul Karnowka - Program Manager – Multi-Project Operational Stabilization (Operational Excellence)

Q: Where is Paul based?

Paul is based in Berlin, Germany and can operate in on-site , hybrid , and remote work models.

Q: What languages does Paul speak?

Paul speaks the following languages: German (Native), English (Advanced), Polish (Advanced) .

Q: How many years of experience does Paul have?

Paul has at least 14 years of experience. During this time, Paul has worked in at least 20 different roles and for 14 different companies . The average length of individual experience is 1 year and 8 months . Note that Paul may not have shared all experience and actually has more experience.

Q: What is Paul's latest experience?

Paul's most recent position is Program Manager – Multi-Project Operational Stabilization (Operational Excellence) at ITDZ - IT Dienstleistungszentrum Berlin .

Q: What companies has Paul worked for in recent years?

In recent years, Paul has worked for ITDZ - IT Dienstleistungszentrum Berlin , Viessmann Climate Solutions , Vorwerk & Co. KG , VR-Payment / Volksbank , and CompuSafe AG .

Q: Which industries is Paul most experienced in?

Paul is most experienced in industries like Information Technology , Government and Administration , and Manufacturing . Paul also has some experience in Banking and Finance , Energy , and Aerospace and Defense .

Q: Which business areas is Paul most experienced in?

Paul is most experienced in business areas like Information Technology , Project Management , and Sales . Paul also has some experience in Operations , Strategy , and Customer Service .

Q: Which industries has Paul worked in recently?

Paul has recently worked in industries like Information Technology , Government and Administration , and Manufacturing .

Q: Which business areas has Paul worked in recently?

Paul has recently worked in business areas like Information Technology , Project Management , and Sales .

Recommended expert

Berlin, Germany

Experience

Apr 2024 - Present

2 years

Germany

Program Manager – Multi-Project Operational Stabilization (Operational Excellence)

ITDZ - IT Dienstleistungszentrum Berlin

Provided overall leadership for multiple strategic operational projects focusing on workplace services, SLA framework, authorization management, certificate management, e-learning, backup & recovery, test management, and capacity management, as well as the introduction of system monitoring and feasibility studies for 24x7 operations, including partial implementation in ServiceNow
Developed various ServiceNow operational concepts covering training, permissions, and emergency management as part of a new cloud hosting initiative for the ServiceNow platform
Prepared board-level reports and led steering committees as part of corporate strategic objectives, and established new balanced scorecards to measure KPIs for optimization-driven project outcomes

Apr 2024 - Aug 2024

5 months

Germany

Interim Workplace Services Director

Viessmann Climate Solutions

Served as Interim Workplace Services Director in a global market extension merger (US corporation), including leading and coaching high-skilled IT teams in processes, data & architecture, and IT service management, and further developing workplace solutions
Program management for workplace services, including developing a comprehensive strategy and target operating model for the digital workplace and IT services in the context of the merger, a new supplier environment, and a migration to ServiceNow
Developed and implemented a standardized approach for consolidating, optimizing, and end-to-end operationalizing workplace-related IT services & practices

Mar 2022 - Oct 2023

1 year 8 months

Germany

Service Design & Delivery - Workplace & Networking Services

Vorwerk & Co. KG

Provided strategic consulting for the sustainable alignment of standardized service design and vendor management as part of corporate objectives
Managed multiple projects for the design and operational delivery of new end-user devices & networking services, including infrastructure topics such as monitoring, capacity, and backup solutions
Designed and oversaw the implementation of new services in ServiceNow, as well as functional operations extension in MS SharePoint
Developed a framework and approach for service onboarding of new vendors and sites, including IT security, risk & compliance guidelines
Evaluated existing vendor contracts according to SIAM guidelines for integrating new services into the supplier ecosystem and the ServiceNow instance

Nov 2021 - Apr 2022

6 months

Germany

Service Portal & ITSM System Integration

VR-Payment / Volksbank

Provided strategic consulting for the long-term and sustainable alignment of the system landscape and interface management as part of corporate strategy
Led the implementation and handling of up to 40 service requests, including identifying process deviations and implementing necessary solutions
Technical project management and test management for the delivery of a service portal and the development of a ticket system integration
Evaluated and adjusted existing vendor contracts in terms of scope of services, deliverables, service levels, and data protection

Jun 2021 - Present

4 years 10 months

Germany

ESM / ITSM / ServiceNow Consulting & Client Support (Pre-Sales)

CompuSafe AG

Led pre-sales discussions and workshops to define strategic, conceptual, and organizational requirements, and prepared ITSM concepts and roadmap presentations for ServiceNow migration and implementation
Developed and established new ITSM and ServiceNow consulting and implementation offerings at ServiceNow partner organizations
Created training concepts for project management (PRINCE2, Agile/SCRUM), IT service management (ITIL4), and ServiceNow (CSA & Micro certification)

Apr 2021 - May 2021

2 months

Germany

ITAM / SACM Evaluation and Concept Consulting

Blanc & Fischer IT Services

Development of a greenfield concept for company-wide implementation of intercompany IT asset and data management for end-user and network infrastructure assets
Maturity assessment of existing architectures, processes and asset databases as a basis for implementing IT processes (SACM, Change, Request Fulfilment) and a CMDB in ServiceNow

Apr 2019 - Dec 2021

2 years 9 months

Germany

ITSM Evaluation, Implementation & Migration

ITDZ - IT Dienstleistungszentrum Berlin

Program and project management: establishing a project organization and program structure for an ITSM & Data multi-project with phase planning
Management of a data and interface project (CRM & SNOW interface) for tenant-specific license reconciliation and setup of necessary maintenance processes in a configuration management system
Current state analysis and replanning with a focus on requirements analysis and architecture evaluation
Optimization and introduction of ITSM core processes, including conducting training sessions

Jan 2019 - Apr 2019

4 months

Croatia

ITSM Implementation & Integration

Concardis nets Group & Mercury Processing Services International

Project management for setting up new ITSM processes and rolling them out in the organization, including implementation in Atlassian Jira
Creation of a roadmap, project plan, methodologies and project structure
Presentation of key process and technology issues to management regarding tool harmonization (Jira & HP Service Manager)
Design of the support model and implementation of requirements in Jira Service Desk

Aug 2018 - Jan 2019

6 months

Germany

ITSM Digitalisation

Bundesdruckerei GmbH

Strategic leadership of a digitalisation program (multi-project) for ITSM system migration, e-shop and digital learning
Definition and design of end-to-end business processes and program requirements
Budget responsibility over EUR 5 million, including resource planning and team setup
Overall project planning (master plan) with objectives, control mechanisms and dependencies
Consulting and status reporting to executive management and the steering committee

Sep 2017 - Aug 2018

1 year

Germany

IT Strategy & Service Operations (Risk & Compliance)

Berlin Hyp AG

Development of a new IT strategy and ITIL process landscape with a focus on service operations and information and security guidelines
Leading the implementation of IT compliance and audit requirements (ECB, MaRisk, BSI, GDPR) into IT strategy and operations
Establishment of a risk, demand & requirements management process and derivation into a service catalog
Introduction of strategy processes, planning and facilitation of workshops, as well as CIO coaching

May 2017 - Aug 2017

4 months

Germany

Service Delivery & Transition

Bundesdruckerei GmbH / gematic

Completion of a service onboarding process and quality checks for local and nearshore contact center operations
Ensuring customer support according to the gematic operations manual and coordinating with service providers (D-Trust, arvato, Telekom)
Implementing contractual requirements to ensure consolidated and sustainable support with clear governance mechanisms

May 2017 - Aug 2017

4 months

Germany

Technical Service Management

Bundesdruckerei GmbH / gematic

Designing and building a Technical Service Management function, roles, interfaces, and processes for the supplier environment
Introducing a unified service level management and reporting function to implement consolidated SLAs
Standardizing service support and transition processes (release, change, request fulfillment, incident) and implementing quality strategies

Jan 2017 - Jun 2017

6 months

Germany

Customer Service & Call Center – Support Setup & Integration

Bundesdruckerei GmbH / gematic

Overall leadership for setting up a nearshore call center and integrating it into operations and product support
Designing a service architecture for service onboarding procedures and secure handover of new products into support
Planning and implementing support requirements for sensitive security products in compliance with data protection and export control regulations

Jul 2016 - Jan 2017

7 months

Germany

Service Readiness & Operations Transition

Bundesdruckerei GmbH / gematic

Establishing a process framework and organizational functions within the nearshore support unit
Developing an inter-company integration strategy and coaching teams in customer communication
Stabilizing incident and service request management processes and introducing a reporting structure to reduce backlogs

Apr 2016 - Jul 2016

4 months

Czech Republic

ITSM Service Design

IBM

Developing the service architecture, processes, tools, and roles within a multi-tier supplier environment
Translating business requirements into service solutions for hosting management services and ITIL processes
Documenting service and process interfaces at the logical, physical, and detailed levels

Jun 2015 - Mar 2016

10 months

Germany

Product Management & Service Delivery

YDLFN

Defining and operationalizing the IT strategy including resource procurement, vendor strategies and contract negotiations
Defining product features and carrying out requirements and test management as part of phase planning
Implementing needed IT processes, reports, quality standards and data protection aspects according to operational readiness criteria

Jul 2014 - Jun 2015

1 year

United States

Global IT Service Delivery (Civil Small & Medium Engines – CSME & Energy Sector)

Rolls-Royce Germany

Leading global IT service functions within the Civil Engines & Defence division for AMER, EMEA and APAC
Managing global IT operations processes to ensure business as usual, including governance reporting for vendors
Main point of contact (SPOC) for risk management, escalations and new requirements in the global CSME business

Jan 2014 - Jun 2014

6 months

Germany

Service Design & Service Request Management

Bombardier Transportation

Responsible for designing and implementing a new IT service catalog in BMC Remedy and ServiceNow
Introducing and industrializing the SRD process (Service Request Definition) for new catalog items
Evaluating and rolling out service request management resources to maintain the processes

Nov 2013 - May 2014

7 months

Germany

Remote

Managed Services Transition & Process Optimisation (RIM - Remote Infrastructure Management)

Bombardier Transportation

Planning and setting up a Control Operations Centre (COC) in India for remote infrastructure management and IT asset migration
Designing a supplier controlling framework (governance & reporting)
Evaluating the supplier's functional and organizational setup and on-site training strategies

Aug 2012 - Oct 2013

1 year 3 months

Germany

IT Services & Program Management (multi-vendor strategy)

Bombardier Transportation

Leading an ITSM transition program for all service management processes and IT assets as part of a multi-vendor IT strategy
Responsible for the end-to-end process chain from SLAs to system architecture and operations readiness framework
Managing workstreams: ITIL processes, reporting, data & security management, organizational change, service integration, test management

Industry Experience

See where this freelancer has spent most of their professional time.

Experienced in Information Technology, Government and Administration, Manufacturing, Energy, Banking and Finance, and Aerospace and Defense.

Information Technology

Government and Administration

Manufacturing

Energy

Banking and Finance

Aerospace and Defense

Business Area Experience

See which departments and functions this freelancer has contributed to most.

Experienced in Information Technology, Project Management, Sales, Operations, Strategy, and Audit.

Information Technology

Project Management

Sales

Operations

Strategy

Audit

Summary

Experienced Executive Service Consultant with a proven track record in transforming and realigning complex IT organizations. Introduces product-independent, service-oriented strategies that measurably improve efficiency, governance, and customer satisfaction. Combines deep ESM/ITSM, infrastructure, and architecture knowledge with pragmatic execution skills. Delivers sustainable results through data-driven management, clear service governance, and operational optimization. Shapes international teams in multi-vendor environments into scalable service organizations that deliver tangible value to clients.

Over 20 years of experience in IT strategy, service development, and operational stabilization
Led global teams to ensure business processes generating over €20 million in revenue
Managed enterprise-wide projects with budget responsibility of up to €13 million
Awarded as 'AI Innovator' and 'Entrepreneur of the Future' (diind)

Skills

Proven Success In Developing And Implementing Competitive Service Strategies To Realign Companies At Management And Executive Levels
Many Years Of Hands-on Experience In Enterprise & It Service Management: Strategy, Design, Integration, Service Desk, Operations, Service Level, And Supplier Management
Action-oriented Experience In Program & Multi-project Management, Process Optimization, Quality Management, Governance, Reporting, Supplier Management, And Esm/itsm
Digitalization
Operational Readiness & Integration (Multi-vendor Environment)
Service Strategies
Quality Management
Focused Leadership Of Pre-sales Talks And Workshops With End Clients To Develop Tailored Itsm Concepts And Roadmaps For Seamless Itsm Platform Migration
Data & Architecture
Itsm Multi-project Leadership / Program Management
Service Centers
Recognized As A Key Player In Planning And Operationalizing Strategic Objectives With A Focus On It Services, Processes, It Governance, And Tool Implementation
Experience In Multicultural Work Environments Through Cross-cultural Management, International Travel, And Building And Leading Global Teams (30+) In Apac, Emea, And The Americas
Strategic & Sustainable Approach
Analytical & Structured Way Of Working
Agile And Adaptable
Practical & Extensive Itsm Knowledge
Open And Transparent Communication
Service-driven & Customer-focused
Self-motivated
Ms Office
Visio
Adonis / Bic
Remedy
Servicenow
Atlassian
Ms Project
Sharepoint
Office: Microsoft Office, Lotus Notes, Sharepoint, Teams, Office 365, Visio, Openoffice
Itsm: Remedy, Servicenow, Usu, Assyst, Atlassian, Smax, Serviceware
Processes: Visio, Adonis, Bic, Aris
Project Management: Ms Project, Teamwork, Blueant, Jira, Projectron Bcs, Redmine
Technologies: Iaas, Saas, Paas, Managed Services, Cloud Computing & Hosting, Ai
Methods – Processes: Bpmn 2.0, Ssadm
Methods – Itsm: Itil 3/4, Iso 20000, Agile Itsm, Usm
Methods – Architecture: Togaf 9/adm
Methods – Quality: Iso 9001/9004, Tqm, Six Sigma
Methods – Project Management: Waterfall, Agile, Scrum
Regulations & Legislation: Marisk/bait, Kwg, Srep, Gdpr, Bsi, Egov, Khg

Languages

German

Native

English

Advanced

Polish

Advanced

Education

University College Dublin / CEMS

MScIM, MIM - Dual degree in International Management & International Marketing · International Management & International Marketing · Dublin, Ireland

SFCC

BSc – degree courses · International Management · United States

WVJC

AScBM – Associate in Science in Business Management · Business Management · United States

...and 1 more

Certifications & licenses

ISO 27001:2022 Lead Auditor

GSDC

ISO 22301 Lead Implementor

GSDC

ISO 27001:2022 Lead Implementor & Auditor

GSDC

ISO 42001:2023 Lead Implementer & Auditor

GSDC

GenAI in ITSM

GSDC

GenAI in Cybersecurity

GSDC

GenAI in GRC

GSDC

GenAI in Project Management

GSDC

Business Process Model And Notation

BPMN 2.0

Cisco Certified Network Associate

CCNA

Customer Centric IT Services

Darden School of Business

Databricks Generative AI & DeepLearning Generative AI Fundamentals

EA – Enterprise Architecture

Polytech

Espion IT Security

ITIL V.3.0 & ITIL 4 Foundation

Microsoft Proficiency Certificates

MPCs (Office, Project, SharePoint, …)

Personal Improvement Process Training

PIP

PRINCE2 Foundation & Practitioner

SAS AML - Anti-Money Laundering

Siemens Service Management Consultant

SMC

TÜV Quality Representative ISO 9001/9004 (+ TQM, Six Sigma)

Statistics

Experience

Total positions 20

Experience in Information Technology 9.5 y

Avg length 11 m

Longest experience 4 y 9 m

Global Experience

Countries worked in 4 (Germany, Croatia, Czech Republic, United States)

Primary country Germany

Expertise

Recent roles Program Manager – Multi-Project Operational Stabilization (Operational Excellence), Interim Workplace Services Director, Service Design & Delivery - Workplace & Networking Services

Main industries Information Technology, Government and Administration, Manufacturing

Main business areas Information Technology, Project Management, Sales

Qualifications

Highest degree Master

Certifications earned 21

Profile

Created

July 2025

Last Update

March 2026

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Frequently asked questions

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

Where is Paul based?

Paul is based in Berlin, Germany and can operate in on-site, hybrid, and remote work models.

What languages does Paul speak?

Paul speaks the following languages: German (Native), English (Advanced), Polish (Advanced).

How many years of experience does Paul have?

Paul has at least 14 years of experience. During this time, Paul has worked in at least 20 different roles and for 14 different companies. The average length of individual experience is 1 year and 8 months. Note that Paul may not have shared all experience and actually has more experience.

What roles would Paul be best suited for?

Based on recent experience, Paul would be well-suited for roles such as: Program Manager – Multi-Project Operational Stabilization (Operational Excellence), Interim Workplace Services Director, Service Design & Delivery - Workplace & Networking Services.

What is Paul's latest experience?

Paul's most recent position is Program Manager – Multi-Project Operational Stabilization (Operational Excellence) at ITDZ - IT Dienstleistungszentrum Berlin.

What companies has Paul worked for in recent years?

In recent years, Paul has worked for ITDZ - IT Dienstleistungszentrum Berlin, Viessmann Climate Solutions, Vorwerk & Co. KG, VR-Payment / Volksbank, and CompuSafe AG.

Which industries is Paul most experienced in?

Paul is most experienced in industries like Information Technology, Government and Administration, and Manufacturing. Paul also has some experience in Banking and Finance, Energy, and Aerospace and Defense.

Which business areas is Paul most experienced in?

Paul is most experienced in business areas like Information Technology, Project Management, and Sales. Paul also has some experience in Operations, Strategy, and Customer Service.

Which industries has Paul worked in recently?

Paul has recently worked in industries like Information Technology, Government and Administration, and Manufacturing.

Which business areas has Paul worked in recently?

Paul has recently worked in business areas like Information Technology, Project Management, and Sales.

What is Paul's education?

Paul holds a Master in International Management & International Marketing from University College Dublin / CEMS.

Does Paul have any certificates?

Paul has 21 certificates. Among them, these include: ISO 27001:2022 Lead Auditor, ISO 22301 Lead Implementor, and ISO 27001:2022 Lead Implementor & Auditor.

What is the availability of Paul?

Paul is immediately available full-time for suitable projects.

What is the rate of Paul?

Paul'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 Paul?

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

Average rates for similar positions

Rates are based on recent contracts and do not include FRATCH margin.

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600

400

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Market avg: 620-780 €

The rates shown represent the typical market range for freelancers in this position based on recent contracts on our platform.

Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.

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