Lelystad, Flevoland, Netherlands
With over 25 years of experience in IT, I have developed a robust knowledge base that supports my current role and responsibilities. I began my career as a technical specialist, laying a solid foundation for my growth in project and service management. Recently, I have focused on enhancing my expertise in these areas, becoming a certified Prince2 practitioner to ensure effective and efficient project management. Service management has been a central focus of my career for the past decade. I have successfully managed services for diverse client groups, consistently achieving service-oriented and results-driven performance. The successful attainment of SLA-defined outcomes is a testament to our team's dedication and hard work. I have experience in creating Service Level Agreements (SLAs), Detailed Functional Agreements (DFAs), and Process Documentation (PDC) for new accounts, as well as implementing and supporting the Continual Service Improvement process. My work in managed services and outsourcing emphasizes the importance of balancing service obligations with financial performance. I prioritize budgeting and continuous monitoring to align costs and revenues, optimizing agreements for all parties involved. Recognizing the pivotal role of ITIL in IT services, I have committed to obtaining the necessary ITIL certifications, further enhancing my capability to deliver exceptional service management. Additionally, my expertise lies in combining service delivery with sales, ensuring a holistic approach to client engagement and satisfaction.
As a Senior Customer Manager at OGD, I am tactically responsible for the end-to-end delivery of IT services to our clients. I serve as the primary point of contact for service performance and client satisfaction, ensuring services align with agreed SLAs and business needs. For one of our key clients GVB. I oversee the full scope of IT service delivery provided by OGD — including Security, Infrastructure, Digital Workplace, and the Servicedesk. I drive operational excellence, foster continuous improvement, and ensure seamless collaboration between technical teams and the client organization.
As a member of the Works Council at NTT, I actively represent the interests of employees, facilitating open communication between management and staff. My role involves participating in discussions about workplace policies, promoting a positive work environment, and ensuring that employee feedback is considered in decision-making processes. I am dedicated to fostering collaboration and enhancing employee well-being within the organization.
In my role as Service Delivery Manager at NTT, I am dedicated to ensuring the seamless delivery of managed services to our clients. I oversee the entire service lifecycle, from initial planning and implementation to ongoing support and optimization. My primary focus is on maintaining high levels of customer satisfaction while driving operational efficiency and profitability. By leveraging my extensive experience and expertise, I aim to foster strong client relationships and ensure that our services consistently meet and exceed expectations.
As a Service Delivery Manager at CGI, I am responsible for managing several key customer accounts. I oversee the functional management of delivery teams to ensure the successful extension of services. In this role, I hold profit and loss accountability, focusing on expanding our service offerings by identifying and leveraging commercial opportunities. My goal is to drive customer satisfaction and operational excellence while maximizing profitability for the organization.
In my role as Service Delivery Manager, I oversee the delivery of all Field Services, including Deskside Engineers and Team Leads, to our client Nike across the EMEA region. This involves providing exceptional service to over 50 enterprise locations, including offices and showrooms. Additionally, I manage support for the European Logistics Centre (ELC) in Belgium and the European HQ (EHQ). My team of 40 full-time equivalents (FTE) supports more than 10,000 users, ensuring that our clients receive the highest level of service and support. I am committed to maintaining operational excellence and enhancing the overall user experience.
Manager Hardware Services at Centric End User Management At Centric End User Management, I lead the Hardware Services department, which consists of a specialized team of about 25 engineers and planning professionals. Our team operates within a broader network of approximately 180 engineers across the Netherlands, providing support for both Service Providers and Centric's customers seeking national IT environment assistance. Hardware Services is dedicated to handling warranty and repair activities for major hardware brands within the Benelux region, as well as managing maintenance contracts for global companies. In collaboration with Centric Belgium, we offer round-the-clock, 24/7 support to ensure our clients receive uninterrupted service. As the Manager of Hardware Services, I am responsible for overseeing our team and maintaining strong relationships with our partners.
In my role as Senior Service Manager at Centric, I provided high-level service management with a focus on tactical and strategic initiatives. I specialized in managed services, offering partial or full outsourcing solutions across various sectors, including healthcare, public services, local government, industry, and call centers. I was P&L responsible for my clients, ensuring financial performance aligned with service delivery goals. Additionally, I held functional responsibility for the solution teams, driving collaboration and efficiency to meet client needs effectively. My commitment to excellence and proactive management helped enhance service quality and client satisfaction across diverse environments. Key responsibilities include: * Hierarchical Oversight: Serving as the cooperating foreman for the Customer Facing Activities (CFA) unit. * Financial Accountability: Holding final responsibility for the financial outcomes of Managed Services contracts, focusing on revenue generation. * Business Development: Driving turnover in areas of additional work and service changes. * Customer Satisfaction: Ensuring high levels of customer satisfaction through effective service delivery. * Reporting: Providing accurate service management reports to stakeholders. * Sales Engagement: Actively participating in the sales process to secure new business opportunities. * Innovation Leadership: Organizing innovation sessions to foster creative solutions and improvements.