Belgium
A highly motivated and experienced executive with a passion for technology, and an expertise in Services and Field Services, who has demonstrated the ability to lead diverse teams of professionals in different locations worldwide, in a variety of highly competitive industries, cutting-edge markets, and fast-paced environments. Strong technical and business qualifications with an impressive track record of more than 20 years of hands-on experience in Services. Significant expertise in building, transforming and executing strategic and tactical objectives in digitalisation and standardisation, strategic planning, Mergers and Acquisitions, matrix organisations, change management, business development, service management, program management, and customer services. Proven ability to succesfully analyze an organisations critical business requirements, identifiy deficiencies and potential opportunities, and develop innovative and cost effective, and efficient solutions. There is always a better way… I carry Services in my heart for years, I have a passion for technology, and a curiosity how it can help companies to grow, and become more efficient by supporting and optimising operational processes, and most importantly provide a customer centric experience. And with technology comes so much data allowing to make strategic, data driven decisions. I bring with me an enormous amount of experience that fits requirements for, preferably, international executive positions in the area of Services (Field Engineering Services, Customer Services) Earlier in my career I focused on Services, and Servitization, buidling the strategy to transform Services Organisations towards Outcome Based Services rather than traditional services by optimising the Services Processes and Organisations using technology. It also included Acquisitions of Services companies. The last 15 years I have worked in Global Functions in international companies, an environment in which I thrive and would very much like to continue to work in. In my latest function successfully leading a Global Transformation Program with the ambition to transform the company with seamless end to end processes (Operational Transformation), supported by state of the art systems (Technical Transformation) and Information flow between systems (Data Transformation). A major Change Program involving strategic thinking and Stakeholder Management! Member of multiple Field Services Boards where I advise on the future of Field Service, the issues peers in the industry are encountering, and how to overcome these challenges
Leading a major business transformation towards operational excellence that includes the global implementation of standard end to end processes, supported by an harmonised system landscape and the implementation of IFS erp.
Leading Sales and Services workstream in a major business transformation program 'Transformation Towards Operational Excellence' (TTOE), which aims to set clear end to end processes with the business systems that supports these processes, including a global ERP implementation (IFS). Lead the Global Process Excellence Network to capture business transformation requirements to set a Digital Transformation roadmap, and own their implementation across Business Areas (AirTech, FoodTech and Data Centre Technologies), regions (EMEA, Americas and APAC), and Functions.
Development of a clear Services strategy managing towards digital services and outcome based services. An organizational structure and team was implemented to deliver high value and implementation services and solutions that exceed customer expectations. Business Control and ownership of the Services P&L. With my team of Services Product Management, develop and refine solution offerings, requirements definition and estimation process, and strategies for effective pre-sales engagement achieving sales & revenue targets, corporate goals and objectives. Facilitate an on-going and consistent review of implementation activities and develop a collaborative process with the R&D, Product Management, Sales and Operations to ensure product and service enhancements based upon customer feedback and experience implementing the company’s solutions.
Heading Global Service Delivery Management within the GPMO, Global Program Management Office: Create the department, implement modus operandi to perform management of field services by local partners as well as Fujitsu entities in 180+ countries, managing up 200.000 on site interventions per year - Manage international team of Delivery Managers in APAC, EMEA and LATAM - Manage team of Continual Improvement Managers - Manage team of Technical Managers
Key Account Manager for A brand customers for Field Services in outsourcing deals - Perform Transition to set up the services, including creation of process/procedure and workinstructions based on ITSM and ITIL - Manage ongoing service and ensure contractual performance of Fieldservices in 15 countries - Manage an international team of Delivery Managers - Part of program management team, and own customer relationship - Identify and run transformation projects
Key Account Manager for A brand customers for Field Services in outsourcing deals - Perform Transition to set up the services, including creation of process/procedure and workinstructions based on ITSM and ITIL - Manage ongoing service and ensure contractual performance of Fieldservices in 15 countries - Manage an international team of Delivery Managers - Part of program management team, and own customer relationship - Identify and run transformation projects
- People management: manager of 15 direct reports (Desktop and Networking field engineers) in Belgium and Luxembourg on top of the responsibilities of customer relationship manager - Ensure contractual performance for international customers with service entitlement in Belgium - Maintain customer relationship and become local management point of contact - Work with international program managers and spot opportunities
Move to Field Services, and responsible for the customer relationship management: - Ensure contractual performance for international customers with service entitlement in Belgium - Maintain customer relationship and become local management point of contact - Work with international program managers and spot opportunities
Implementation of an On Site Servicedesk for a company in public sector: - selection, configuration and implementation of Service Management tool BMC Remedy - creation of process, procedures and workinstructions for ITSM and ITIL - hiring of service desk staff - coordination with local IT for advanced support