Grevesmühlen, Mecklenburg-West Pomerania, Germany
Accomplished, results-oriented leadership executive with demonstrated success in driving growth, leading start-ups, turnaround efforts, data analytics, improvement plans and maximising business relationships. Demonstrated ability to streamline business operations that drive growth and increase efficiency and bottom-line profit. Strong qualifications in developing and implementing data analytics, quality controls and processes in addition to productivity improvements and change management. Recognized as “thinker and builder” with the documented ability to meet strategic directives, improve profitability, and deliver desired results ahead of deadlines. Trilingual communicator with a fluency in Dutch, English and German. Highlights of Expertise • Process/Full Lifecycle Project Management • Strategic Analysis & Implementation • Service Delivery/Quality Assurance • Operations/Product Administration • Budgeting & Forecasting • BSI Quality Management • Data Analytics (programming in QlikView) • Performance Optimisation • Business Development, Service Design & Costing • Human Resource/Disaster recovery • Cost Controlling & Reduction • Staff Training & Development • Customer Satisfaction and Net Promoter Score • SharePoint programming (MS Office expert)
Manager Services, Service Solution Architect, Service Portfolio Management, Service Design and Costing of Critical Infrastructures and Smart Cities. Customer Services Manager supporting Customer requirements and SLA Management.
EMEA HEAD OF OPERATIONS (Jan 2017 to Nov 2018) Conform to predefined standards and accordingly streamline EMEA operations (10 countries, 3500 employees), maintain memorable quality and customer experience, lead operations, quality, service design and costing and directing project office. • Improved business performance, homogenize and enhanced operational efficiency standardizing processes in Europe such as savings plans portal, business initiatives portal, online service catalogue, as well account and country dashboards, designed, build and implemented using SharePoint technology. • Designed, build and implemented new business monitoring system (programmed in QlikView), including areas as Finance, Human Resources and Operations, actuals and targets. • Designed large complex service and effective solution by supporting Hewlett Packard Enterprise in a project for the Dutch government.
EMEA LEARNING & DEVELOPMENT PROGRAM MANAGER (Nov 2009 to Jan 2017) Arranged and implemented all training and development methods for the capacity building and improving staffs’ performance and productivity in the EMEA organization (10 Countries, 6000 employees). Enhanced operational efficiency by designing, implementing a solution with ICT (based in the UK), defining development strings with human resources and the business, and enforcing an environment to learn and advance. • Designed and implemented company specific learning management system (LMS). Instrumental in managing skills, with a training and curriculum catalogue for online learning, certificate registration, and interface towards SalesForce.com solution of HPE. Also capturing Training history from different sources. • Implemented data analytics system of employee development in focus areas as well as traffic light system to oversee the demand and progress. Initially with Excel, due to the volume and complexity, transferred to QlikView.
OPERATIONS MANAGER (Nov 2009 to Jan 2017) Oversaw the operational integration of HPCDS and IMD technical services (sister company) as well as integration of service management systems, ICT systems, time reporting system, and relocating from HP CDS Nieuwegein to Lelystad. Implemented best practices and secured business development opportunities, which resulted in expanding organisation and employees from 220 to 450. Established a low-cost organisation and ensured compliance local and EMEA wide structures by delivering an effective advice to Finance and HR department. • Identified and applied an integrated time tracking solution for HR, finance, and operations, as well as optimising resource management, absence management, and invoice process. • Service Design & Costing and SLA service management, sub-contractor Mgt.
HEAD OF DELIVERY (Jan 2006 to Nov 2009) Led end-to-end process for the customer and requirements by introducing and applying customer agents’ process. Built a service delivery management team, consisting of four area managers, operations manager, field manager, and logistics manager to ensure unhindered project operations and expand the business. Analysed a performance of fixed customer locations with multiple event management systems by developing and applying tools and processes. Co-ordinated effectively with HR department to minimise the number of job titles and created new functional descriptions. • Ensured the timely delivery of onsite services as well as standard and non-standard (multivendor) services for the top 30 customers of HP in The Netherlands. • Identified project requirements and accordingly designed new framework for service organisation for costing, service design and implementation, service delivery, and management of resources. • Increased revenue and Customer Satisfaction by enforcing a cost-effective strategy and managing a service centre providing exceptional services.
Business Team Manager (Jan 2001 to Jan 2006) Kender Thijssen Solutions B.V.,The Netherlands • Managing Onsite Services, remote system management, helpdesk and hosting • Designed and implemented new service portfolio and go to market model
Manager Customer Services (Oct 1999 to Jan 2001) Kender Thijssen Solutions B.V., The Netherlands • Focus on Field Services, increased customer satisfaction and productivity
Various Positions (Apr 1985 to Oct 1999) Digital Equipment and Compaq Computer, The Netherlands • Service Engineer, Project Manager, Solution Architect, Program Manager (Device as a Service), Service Delivery Manager