Ghent Metropolitan Area
Result oriented senior executive with proven abilities to successfully manage ICT and telecommunications service operations with focus on process and cost efficiency and driven by customer satisfaction. Expert in outsourcing management (including offshoring), demonstrating strong analytical skills and ability to create, motivate and lead teams towards success. SPECIALTIES Information Technology - IT and Telco Operations Management - Program Management - IT and Business Process Improvement – Cost Control - Vendor Management - Team Leadership – Outsourcing
Business operations and ICT interim management assignments : - Argenta: streamlining ICT governance processes and managing outsourcing contracts for service delivery and datacenter operations - Simac 3 Services: product development and program management of a SaaS Field Service Management platform
- Responsible for the Operations division of Telenet Solutions, the B2B unit of Telenet, consisting of service delivery, service management and customer service - Managing a team of 70 people and 10 M€ yearly budget, reporting to CEO of Telenet Solutions - Effective member of Committee of Prevention and Protection at Work - Optimisation of business processes with focus on service excellence resulting in improved customer satisfaction (from 91% to 94%)
- Responsible for the Field Operations division focussing on the maintenance of the Telenet cable network and the in-house customer repair services - Managing a team of 250 people working in 5 regional offices in Flanders and 40 M€ yearly budget, reporting to EVP Technology & Infrastructure - Effective member of Works Council and Committe of Prevention and Protection at Work - Significantly productivity increase by reducing the headcount of the department by 20% without negative impact on customer satisfaction - Improved customer satisfaction result for customer repair process (from 94% to 97%) - Reducing repair intervention cost with 25% through use of advanced workforce management tools and improved outsourcing contracts - Transform the division from a pure functional into a matix organization in order to implement standardized best practices for network maintenance - Acquisition and integration of UPC Belgium network maintenance activities
- Responsible for the ICT Services division, consisting of ICT Operations, ICT Service Desk and ICT Infrastructure Engineering - Managing a team of 45 people and 15 M€ yearly budget, reporting to CIO - Responsible for ICT vendor relationship management - Effective member of Committee of Prevention and Protection at Work - Build and transform the division from a technology to a service driven organization through introduction of ITIL best practices and processes (change, incident, problem, configuration and release management) - Project management for various business integrations (Codenet, Canal+, cable companies) - Outsourcing of Service Desk and Application Support based on cost effective SLA's