Carsten
Zoppke
Over 25 years of experience in IT Service Management, IT Governance, AI transformation, and regulatory compliance in highly regulated financial and critical infrastructure environments. Measurable results. Sustainable structures.
About me: Born 1973, married, based in Bad Nauheim. I work as an independent freelancer and am available nationwide and remotely. Languages: German (native), English (fluent business).
How I Create Value
IT Service Management (ITSM)
Design, implementation, and optimization of complete ITSM process landscapes according to ITIL® 4 / v3 / ISO 20000. Introduction and configuration of ITSM platforms (ServiceNow, TOPdesk, Jira Service Management, BMC Helix, Ivanti ITSM, IBM Maximo, SolarWinds Service Desk, IET ITSM). SLA/OLA design, KPI frameworks, CSI reporting, and target operating models.
IT Governance & Compliance
Structured implementation of regulatory requirements (MaRisk, BAIT, VAIT, DORA, KWG, EBA, PCI-DSS) in operational IT structures. BaFin audit support, evidence management, and finding remediation. COBIT-based IT governance systems.
Information Security
ISMS setup according to ISO/IEC 27 001:2022 as lead implementer. Network security governance (NSPM, firewall policy management). Gap analyses, risk assessments, and statement of applicability. GDPR impact assessments (DPIA) for AI systems.
Program & Project Management
Overall management of complex IT transformation programs and multi-project landscapes. Program governance frameworks, steering committees, executive reporting. Hybrid delivery (classic, agile, scaled according to SAFe®).
Process Automation & RPA
Design and management of RPA automation projects (UiPath, JobRouter). Workflow automation in ServiceNow, process digitization, and optimization of complex approval workflows. Monitoring and performance tracking of automated services.
Interim Management
Short-term assumption of critical IT leadership functions: compliance manager, audit office management, provider steering. ITSM architecture, bridge management in transformation phases – structured, action-oriented, effective immediately.