Arnhem-Nijmegen Region
Self-motivated, results oriented and versatile senior manager with excellent commercial, financial, analytical and people management skills aimed at designing, developing and delivery of innovative high quality (ICT) service concepts. Future oriented informal leader with highly developed motivational skills, hands-on mentality and a passion to inspire staff to outperform themselves. Decisive strategist and proficient negotiator with excellent organisational sensitivity and with a focus on achieving durable results and a high customer satisfaction and loyalty. Specialties: Service Management / ITIL Product Lifecycle Management People Management Managed Services / Outsourcing Vendor / Supplier Relations Contract Management Programme Management Project Management
Responsible for all service product management activities related to training, documentation and simulation services for Thales NL naval customers as well as the digital customer service experience of services supported by Thales NL service portal.
Responsible for the line management of the Services Product Management team, who are looking after the design, creation, maintenance, marketing, business development and financial profit & loss performance of the global services propositions and customer contracts.
Responsible for the line management of the central Professional Services department and the functional management of regional Professional Services activities across the different delivery regions. The commercial and service delivery responsibilities cover all commercial and service delivery aspects of the development of customer specific add-on software (plug-ins, converters, scripts, additional software modules etc.), the development of customer specific (telephone) user interfaces, the global delivery of the company’s product training (both internal and external), and a number of customer specific managed services.
Continuation of responsibilities listed under Business Manager Services / LogicaCMG under new company ownership.
Responsible for both the proposition development and proposition management of the globally standardized after-sales service packages, as well as the marketing, financial performance, business management and sales support of the assigned regions (initially North and Latin America, followed by a responsibility for Europe, Middle East and Africa).
Responsible for the full service delivery of the after-sales services, the associated customer relationship management and the cash collection linked to service invoices. The covered activities include contract management and monitoring of the quality of the service delivery, customer SLA reporting, conducting client delivery reviews, procurement of third party services and management of escalations.
Responsible for a diversity of consultancy assignments where roles vary between project management, management consultancy, business consultancy and (ITIL) process consultancy. Most assignments are either triggered by a client crisis situation or change transitions with high customer organization sensitivity.
Responsible for the development of process- and IT management tooling architecture for the Value Added Services department of the company, project scope definition, definition of project phases, planning and execution of several tooling implementations. Supplier selection and supplier delivery management linked to these IT management tools also belong to the responsibilities of the role.
Responsible for the system-/application management of the Access Services in line with the customer agreed service levels. Besides these operational daily activities also responsible for the introduction of the operational practices of the successor of the Access Services into a different network infrastructure and different delivery department.