Braine-l’Alleud, Walloon Region, Belgium
29 years of experience in IT Service Management and more specifically in Service Desk Management. I have acquired knowledge in the areas of Customer Services Management from both strategic and operational levels (e.g. IT Customer service Technology, data analytics, ITIL and global processes management). My accountabilities include translating business needs, expectations and trends into capabilities as well as continuous service improvement in partnership with our vendors and internal team. Used to work in global environments with multicultural teams, including traveling to several locations in Europe, Asia and North America, I have proven experience in business process outsourcing and managing external partnerships for IT Services. My colleagues, peers and manager describe me as a collaborative, fast learning, dedicated and persistent team player.
Mum&Sons company has been created with the aim to bring privileged and valuable moments to the #mumandsonsfamily It started with l'Audacieuse, the very first born of Mum&Sons Gin. On ice or with an Indian tonic, let yourself be carried away by the sweet flavors of sage and lemon bergamot.
Responsible of the IT Service Desk to provide world class support to employees and partners of UCB, ensuring best in class customer satisfaction with high focus on user experience. The team, spread over 2 locations (Spain and US) is covering 30+ countries and 6 languages which represents 13k+ customers. Responsibilities include: Driving the service in close collaboration with the service provider to ensure high quality and continous service delivery Drive for continuous improvement and innovation of the service to support UCB Patient Value Strategy. Provide strategic insights, propose and implement innovative practices and technologies to improve user experience and service delivery Ensure future demands from growth and new projects is understood and factored into capacity plans to maintain high quality of service. Contribute to and lead key strategic projects with impact on the user experience and service delivery.
Acting as IT business partner for the Global HR team by supporting and driving global projects for SAP HR and SuccessFactors ensuring that all deliveries are aligned with UCB internal processes and policies, including roadmap definition and strategic alignment between IT senior management and HR business partners.