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 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.

Q: What is Karl-Heinz's latest experience?

Karl-Heinz's most recent position is Support in further developing 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, 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 (IT) , 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 (IT) , Project Management , and Quality Assurance (QA) . 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 (IT) , 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 (IT) , Quality Assurance (QA) , and Project Management .

Recommended expert

Leipzig, Germany

Experience

Apr 2025 - Present

1 year

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

European retail company (discount chain)

Documented the current processes for Incident Management, IT Service Request Management, Problem Management, Change Management, and Service Configuration Management (including CMDB)
Conducted maturity assessments for these processes based on the ITIL® 4 Maturity Model
Analyzed the different service value streams based on the ITIL® 4 value stream model
Agreed on maturity levels for the processes reviewed
Developed and approved a roadmap to reach and measure the respective maturity levels
Presented the approach, including milestones, to management for approval
Managed external service providers in first-level support

Jan 2025 - Sep 2025

9 months

Process design and implementation, revise existing ITIL processes and set up new processes – DORA compliance

Regional bank in Germany

Documented the current processes for Incident Management, IT Service Request Management, Problem Management, Change Management, and Service Configuration Management (including CMDB)
Conducted maturity assessments for these processes based on the ITIL® 4 Maturity Model
Agreed on maturity levels for the processes reviewed
Reviewed and developed ITSM processes and their roles, especially regarding regulatory requirements (SITB, DORA)
Developed and approved a roadmap to achieve and measure the respective maturity levels and regulatory requirements
Presented 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

Provided and further developed the ITSM framework
Supported service and product owners in creating and maintaining service objects
Helped set up and maintain service management reporting for internal steering committees and customer reports
Reviewed and developed ITSM processes and their roles, especially when regulatory requirements changed (VAIT, SITB, DORA)
Conducted maturity assessments and built a quality management system for processes and the CMDB
Planned and conducted process workshops
Designed processes and aligned the modeled processes
Created a process manual (processes, role assignments, role descriptions)
Updated the CMDB based on regulatory requirements (especially DORA) and developed and implemented maintenance processes
Supported the tendering, evaluation, and selection of a new service management solution, including an implementation partner

Jul 2022 - Dec 2023

1 year 6 months

Support in conceptualizing the operational transfer and operation of a new wide area network (WAN)

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

Designed and documented the IT service management area
Developed and documented operational and non-operational processes and workflows (Visio / Signavio / ARIS Designer)
Created a process map for PLAN-BUILD-RUN of the new network infrastructure
Planned and conducted process workshops
Designed processes and aligned the modeled processes
Assigned roles and responsibilities to the created processes (RACI matrix)
Created a process manual (processes, role assignments, role descriptions)
Contributed to the creation of the operations manual
Conducted trainings and knowledge transfer to staff

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)

Managed the process to clarify organizational target structures such as functions, processes, and roles
Prepared and conducted workshops to identify and analyze processes and roles in the organization and to drive improvements in processes and roles
Managed the decision-making process in the project and developed and described the optimized processes and new roles within these processes
Developed and documented operational and non-operational processes and workflows (Visio / Signavio / ARIS Designer)
Created a process map for PLAN-BUILD-RUN of the new network infrastructure
Aligned the new processes and roles with the relevant business units and HR
Conducted trainings and knowledge transfer to staff

Jun 2022 - Sep 2022

4 months

Reorganization of emergency management based on PRINCE2

Public-law corporation with self-administration

Conducting a kick-off meeting
Deriving tasks from the expected project outcomes based on preliminary study
Communicating project content and goals to involved departments
Identifying stakeholders and suppliers in a workshop
Estimating efforts
Defining work plans and approaches in the project considering available capacities
Regular coordination with the client
Creating project documents according to the company's project model (PRINCE2 derivative)

Nov 2021 - May 2022

7 months

ITSM process support and tool implementation

State building society of an eastern federal state

Conceptual and process optimization of existing ITSM processes: Change, Incident, program deployment procedures (Service Catalog Management, CMDB)
Development, documentation, and integration of new IT processes (e.g., Problem Management)
Defining suitable key metrics and designing reports/dashboards for management (IT cockpit)
Managing operational change management
Prioritizing and deciding on changes (software/infrastructure) to production IT systems based on test results and risk assessments
Supporting market analysis and evaluation/piloting of process-supporting tools (ITSM tool, CMDB, reporting/dashboards)
Implementing process-supporting tools and iterative integration of ITSM processes and interfaces

Aug 2021 - Jun 2022

11 months

Interim department head of IT service delivery

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

Planning and coordinating business processes and service delivery within the area of responsibility
Responsible for SLA-compliant operation of assigned systems and services, as well as resource management
Further development of the system architecture for the IT management system and ITIL-based service management processes (hardware and software, LAN/WAN/WLAN networks, and databases)
Enhancing unified service reporting
Planning, transparency, and compliance with costs and budgets
Motivating employees and strengthening their personal responsibility to take on ownership
Cost-optimized process management and design of cross-departmental collaboration
Responsible for developing alternative price/performance models within the area of responsibility
Developing strategic recommendations for technical infrastructure, ITIL-based process optimization, reporting and communication structures, and partner management models
Process modeling using Signavio (BPMN 2.0) and MS Visio (IT architectures)

Aug 2020 - Jul 2021

1 year

Implementation of a low-paper digital production planning and control process, service transition interface /

Transport & Logistics

Handover of the MES project to the customer's operations management
Ensuring that the takeover of operations management can be secured
Ensuring that the operational manual contains all information and procedures for parallel operations
Aligning and creating the primary processes Incident Management, Patch Management, software delivery, and Release Management with the customer
Ensuring that all artifacts are gathered so that operations management can take place
Creating a list of all plant IT assets
Evaluating, approving, and quality-assuring the required training concepts for plant employees
Process modeling using Signavio (BPMN 2.0) and MS Visio (IT architectures)

Apr 2019 - Feb 2020

11 months

Creating a feasibility study for an IT sourcing project (CMO/FMO) of a state company for employment and

Employment and economic development

Recording and analyzing the current status (CMO - Current Mode of Operation) through an initial assessment
Deriving an IT strategy based on the company's overall strategy
Conducting various SWOT scenarios to analyze and evaluate possible delivery models (on-premise, hybrid, cloud)
Evaluating the SWOT analysis results to derive a target vision (FMO - Future Mode of Operation)
Conducting a complementary opportunity and risk analysis
Deriving the IT sourcing roadmap and strategy, including IT architecture (hardware and software, LAN/WAN/WLAN networks, and databases)
Developing a proposal for an IT reference architecture and a technology catalog
Finalizing the feasibility study considering the required economic aspects
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

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 templates by developing migration and integration scenarios toward an integrated administration system
Conducting feasibility studies and solution assessments
Evaluating overarching strategic initiatives to advance the architecture and establishing a migration roadmap for the current administration system
Digitalization and technology scouting, integrating new trends into the enterprise architecture
Gathering skills and requirements as part of innovation and digitalization planning
Assessing the current application state of existing programs within the organization and suggesting optimized use

Nov 2018 - Dec 2019

1 year 2 months

Senior ITSM Consultant for Concept Development and Implementation

IT Service Provider

Developing a concept for a service catalog and service design, especially Service Level Management, Service Catalogue Management, and Supplier Management
Negotiating and concluding SLAs, OLAs, and UCs
Creating a separate process for request fulfillment
Extracting the Problem Management process from Incident Management and designing and implementing a dedicated Problem Management process
Reviewing established processes for Incident and Change Management and linking them with the mentioned disciplines
Aligning the Service Catalogue Management process with the Service Portfolio Management process from service strategy
Creating related RACI models
Conducting training on new or changed processes

Apr 2018 - Oct 2018

7 months

Risk and Quality Management Consultant

Self-Governing Public Law Corporation

Conducting risk management and assessments
Reporting risks to the Board of Directors
Supporting project management in planning, controlling, and running project events
Organizing internal project processes for quality assurance and related areas (e.g., change management)
Implementing quality assurance measures
Preparing and aligning project documents (reports, QA manual)
Creating presentations and documentation for and from meetings
Managing conflicts
Running about 40 workshops to gather and document functional requirements and processes
Preparing, moderating, recording, modeling, and following up workshops and preparing necessary documents for project approval
Continuously improving emergency plans
Reviewing the adequacy and effectiveness of emergency measures
Planning, preparing, and conducting IT disaster recovery drills
Regularly reporting to management and audit bodies

Apr 2017 - Jan 2019

1 year 10 months

Interim Head of IT at a midsize transport & 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 appropriate IT sourcing strategies (hybrid delivery models for IT services)
Facilitating the continuous improvement of commercial, logistical, and administrative processes (e.g., SAP)
Replacing old phone systems with a central UC system and switching from ISDN to SIP
Technical and disciplinary leadership of staff
Budget and investment responsibility (CAPEX/OPEX)

Sep 2015 - Mar 2017

1 year 7 months

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

Food Industry

Project management (PMO, schedule management, project controlling, project documentation)
Reviewing current critical success factors and key performance indicators
Assigning a process owner for each process
Process review and optimization
Training staff on new and adjusted processes
Reorganizing the Configuration Management System (CMS)
Implementing the Knowledge Management process and building a knowledge base
Evaluating and replacing the ITSM tool
Reorganizing local service desk structures into a central, virtual service desk
Process modeling using MS Visio (IT architectures)

Sep 2014 - Jul 2015

11 months

Implementation of IT emergency and restart procedures / IT Service Continuity Management (ITSCM)

Food company

Developed an IT emergency plan (BCM and ITSCM), designing and implementing it based on BSI Standard 100-4 for emergency management
Identified and assessed risks
Created a risk inventory for applications and IT services
Conducted business impact analyses
Crisis management and organization
Conducted training sessions and awareness campaigns
Designed and conducted IT emergency and restart tests
Designed disaster recovery data centers
Implemented a continuous improvement process based on the Deming Cycle (PDCA)
Maintained the ITSCM policy
Conducted awareness activities
Continuously improved emergency plans
Monitored the adequacy and effectiveness of emergency preparedness measures
Planned, prepared, and conducted IT emergency drills
Followed up on incidents and IT emergencies
Regularly reported to management and audit bodies

Jul 2012 - Jul 2014

2 years 1 month

Design, creation, and implementation of a corporate-wide governance, risk, and compliance (GRC) framework

Food company

Addressed data espionage, confidentiality breaches, and know-how leaks
Addressed issues related to cloud computing, contract data processing, and data transfer abroad
Analyzed risks in social networks and Web 2.0
Considered mobile computing and bring-your-own-device (BYOD)
Set regulations for IT use at work and for private use
Conducted IT and data protection audits as well as risk management
Implemented legally compliant filtering and IT security systems, including Data Loss Prevention (DLP)
Implemented legal archiving requirements for emails and data, including DMS
Analyzed IT liability risks
Developed IT compliance and IT governance structures
Implemented an ISMS framework based on ISO/IEC 27001 and BSI IT Baseline Protection

Jan 2012 - Present

14 years 3 months

IHK Academy Schwaben Augsburg

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

Jan 2011 - Present

15 years 3 months

Digicomp Academy AG (Switzerland)

ITIL® workshops

Jan 2011 - Present

15 years 3 months

Various companies

ITIL® Edition 2011 Foundation trainings including certifications
ITIL® Edition 2011 Intermediate & Expert Level trainer
ITIL® 4 trainer
BSI IT Baseline Protection / 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 issues of IT security and data protection
Fundamentals of IT security
Secure IT infrastructures

Jan 2009 - Present

17 years 3 months

Protranet Institut GmbH

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

Jan 2007 - Nov 2011

4 years 11 months

Europe-wide implementation of ITIL v3 processes, functions and roles – implementing the ITIL v3 lifecycle

Food Company

Conducting ITIL® readiness assessments and workshops
Conducting basic training at all European sites to create a shared understanding and a common language
Preparation for the ITIL® V3 Foundation certification exam
Documenting existing processes and developing and implementing standardized IT service lifecycle processes, functions and roles according to RACI
Service asset and configuration management: building a CMDB, CMS and SKMS
Tool selection, implementation and training
Implementing a continual service improvement process
Developing, maintaining and ensuring the quality of knowledge management content
Highlighting deviations to the responsible employees

Jan 2006 - Dec 2007

2 years

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

Food Company

Identifying requirements from IT compliance and IT governance
Developing a requirements concept and evaluation matrix
Working on key areas: organizational security, virus/SPAM protection, intrusion prevention, encryption, pre-boot authentication, IT security monitoring and BCM
Coordination with management and executives
Developing IT security policies (general, generic, product-specific)
Vendor selection and tool evaluation

Jan 2005 - Dec 2005

1 year

Building a firewall and web hosting platform

Various projects at banks and insurance companies

Developing a security and hosting concept
Vendor selection and tool evaluation
Configuring and implementing the solution
Phased migration of the company's websites to the new platform
Serving as the main contact for marketing

Jul 2004 - Dec 2004

6 months

Security evaluations and penetration tests

Various projects in banks and insurance companies

Conducting security evaluations according to BSI IT baseline protection
Alignment with ISO/IEC 27001
Conducting penetration and hacking tests

Jan 1995 - Dec 2007

13 years

IBS-Schreiber Hamburg

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

Jan 1995 - Dec 2003

9 years

Frankfurt School of Finance & Management

Basics of IT auditing
Assessment of operational risks (Basel II)

Sep 1988 - Dec 2003

15 years 4 months

Project management / participation in IT security

Various projects in banks and insurance companies

Support in setting up an internet portal including integration of a public key infrastructure
Design and implementation of a public key infrastructure for an email encryption solution
Development and implementation of strategic, generic and product-related IT security policies
Conducting IT vulnerability assessments (penetration tests)
Conducting protection needs and business impact analyses
Conducting security evaluations 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 plans
Setting up IT security organizations
Conducting training and awareness events for executives, employees and suppliers
Disciplinary and technical staff management

Industries Experience

See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.

Experienced in Information Technology (30 years), Professional Services (30 years), Education (23 years), Banking and Finance (18 years), Insurance (18 years), and Food and Beverage (10 years).

Information Technology

Professional Services

Education

Banking and Finance

Insurance

Food and Beverage

Business Areas Experience

The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.

Experienced in Information Technology (37.5 years), Project Management (31.5 years), Quality Assurance (17 years), Audit (15 years), Finance (9 years), and Operations (6 years).

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
Set Up And Led A Cross-location It Service Organization Based On The Itil® Framework For About 7,600 It Workstations Of An International Corporation (Not Publicly Listed)
Process Analysis, Process Design, As Well As Evaluation, Implementation, And Measurement Of Metrics/kpis For Processes, Products, And Services
Design And Execution Of Comprehensive Transformation Projects At Department Or Company Level / Management Of Complex It And Business Transformations
Cloud Business & Digital Transformation
Support For Architectural Questions In Strategic Projects By Creating Solution Architectures As Well As Implementation And Operation 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)
Broad Methodology Knowledge, Such As Itil, Iso 27001, Iso 9001, Itil®, Prince2®, 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
Basic Cloud Technologies (Aws)
Working Knowledge Of 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)

Profile

Created

January 2026

Last Update

February 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 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.

What roles would Karl-Heinz be best suited for?

Based on recent experience, Karl-Heinz would be well-suited for roles such as: Support in further developing a European IT branch service organization (15 countries), Process design and implementation, revise existing ITIL processes and set up new processes – DORA compliance, Support in building and implementing a company-wide IT service management organization.

What is Karl-Heinz's latest experience?

Karl-Heinz's most recent position is Support in further developing 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, Bremen, and and Schleswig-Holstein (SÜ1).

Which industries is Karl-Heinz most experienced in?

Karl-Heinz is most experienced in industries like Information Technology (IT), 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 (IT), Project Management, and Quality Assurance (QA). 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 (IT), Professional Services, and Education.

Which business areas has Karl-Heinz worked in recently?

Karl-Heinz has recently worked in business areas like Information Technology (IT), Quality Assurance (QA), 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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