Namur Metropolitan Area
13 years IT Services Management 15 years Infrastructure & technical Project Management 20 years Application implementation (SAP and satellites) 20 years People management, team coordination and coaching 10 Years Business Analysis and application development
Systemat started a new company structure composed of several Business Units (BU). The BU Services Operations focusses on I Services provided to Corporate customers and Public Sectors Customers. The main Services : Hardware maintenance (on site or in our logistic), procurement and logistics, configure hardware in our Lab, infrastructure projects, deliver goods to customers (logistics) all over Europe. As Manager of daily operations services, I manage all these activities in the most efficient and economic way leading several teams more than 40 people in total. Main responsibilities : Budget definition and budget control of the BU. Customer satisfaction for all services to clients (respect timing, costs, quality). Manage Customer complaints. Setup priorities (activities, projects, processes) Define Business strategy of the BU including new services design Ensure the best serviices are provided to customers according to their demands, scope and contract. Ensure BU reaches the targets : provide state of teh art services with cheap costs and optimal efficency.
Provide IT services to SMB customers (on site or remote support) based on a portfolio of services(services catalog). Tasks : Manage several teams : systems engineeers, product specialists, project managers and customer care specialists. Lead and motivate teams including coaching. Responsible of customers budgets and profitability (budget control) Responsible of day-to-day services operations to customers .cloud onboardings, Global IT and infrastructure renovation/maintenance. Manage SLA contracts and KPI's. Responsible of customer satisfaction and manage complaints Manage projects portfolio : resources, plannings, budgets and priorities. Responsible of the quality of services delivered to customers. Manage escalations of incidents/problems to expert team / vendors. Ensure coordination/communication towards internal teams, propose continuous changes/improvments to make structure better/reduce costs. Visit customers on site and offer services in lines with their expectations.
I participated actively to Beiersdorf Shared Services restructuring and was involved in the redesign of all IT Services. I received the responsibilities of 8 countries including people management of 12 people (matrix Organization) located in several countries.. Travelling time is 50%. Service Delivery is responsible of daily user support infrastructure, SAP and Non SAP applications) and is acting as single point of contact for all IT issues/demands. User administration , Asset and Licenses management, complaint management, ticket recording and esclatation to second level groups, customer surveys, are tasks under responsibility of Service Delivery.
Since Jan 01st 2001, I became IS Manager Beiersdorf Belgium responsible for ALL infrastructure and Application projects / daily support with responsility of IT budget, resources and planning. Main SAP Projects : 1) Project manager of SAP CRM – Mobile Sales/ Marketing Campaigns modules 2)Project Manager of EDI – SAP Idoc’s (customer orders, deliveries and invoices) 3) Project Manager of IXOS Archiving 4) Project Manager of SAP Warehouse Management including Radio Frequency, barcode 5)Organize application maintenance and the Support of SAP and Non SAP Applications. I also participated to the foundation of Beiersdorf shared Services Company and fulfilled the job of International Account Manager for 5 countries with responsibility of (budget, resource,standardization of Application). Travelling time was 40%.
Beiersdorf decided to select a standard application (ERP) for Beiersdorf group. and i participated actively to that strategic project, SAP has been selected between 8 other different software. From July 1995, I also became Infrastructure responsible for all IT technical topics. Main SAP Projects : 1) Installation of SAP R/3 as pilot company for Beiersdorf group as : SAP Administration Unix , Oracle and SAP BC modules (performance, batch); Abap Developer including user exits, SAP functional support of SAP MM-WM 2) Administrate SAP Authorizations 3 Project Manager of Year 2000 (SAP and Non SAP’s applications) 4)Project manager of Euro Conversion 5) Implementation of 3 SAP lifecycle / release (SAP R/3 2.2F, 3.0F and 3.1H) Main resposnibilities/Projects as Infrasructure Manager : • Administrate Unix servers, Oracle database and SAP BC Module; • Manage of LAN, WAN and PC environment; • Manage Novell network • Project Leader of SAP technical projects: Module SAP BC including Unix Servers and Oracle database and new release • Project leader of Warehouse project : Radio Frequency , Barcode , Scanners