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Project Management/ ITSM / Business & IT Processes/ Organisational Change Management (ADKAR) / Outsourcing

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01.09.2018
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Position

Kommentar

Expertise

-Interim management

-project/program management

-Business & ITIL processes IT Service Management V2+V3

-Organizational Change management (OCM) ADKAR (PROSCI)

-Strong Analysis skills

-Improvements(lean)

-Quality ISO (compliancy)

-Audit

-Outsourcing

-Communication plan

-Generalist

Projekte

05/2018 - Heute

3 Monate

Project Management

Rolle
Freelance
Kunde
Getronics
Einsatzort
Belgium
Projektinhalte
  • Industry: Service Provider, Banking, Utilities
  • Outsourcing context

  • Assignment:  PM WaaS rollout
  • Project Management: Transition & Transformation. Tools/Methodologies: MS project, Prince2
    • Service track: ITIL processes (incident, problem, change, Request Fulfilment, Capacity Asset & Configuration, Reporting, Governance, OLA’s, Service Catalogue, SDP
    • Transition track: Work-streams: AD, ADFS, MPS, Exchange 2016, Enterprise Vault, Skype for Business, File services (FDS), Print Services, Monitoring
    • Transformation track: Data Centre, Backup, Monitoring, O365, Skype for Business, One-Drive, Citrix, Intune, Fax-server, SNOW, ServiceNow, SCCM
    • Contract track; security track; External projects
  • Document Lifecycle Management: MS-SharePoint, MS Team sites
  • Infrastructure: Windows, Storage, Virtualization, Servers, load-balancing, high availability, LAN, WAN, printers, RPA, Applications, Software, end-points, BYOD, RACI

10/2016 - Heute

1 Jahr 10 Monate

Renovation of a house (1961) towards a passive house

Projektinhalte
  • Contract type: Private project

  • Industry: Construction/interior

  • Assignment: Project Management; interior design; hands-on

10/2014 - Heute

3 Jahre 10 Monate

Renovation of a 2 Studio’s

Projektinhalte
  • Contract type: Private project

  • Industry: Construction/interior

  • Assignment Project Management; interior design; hands-on

08/2017 - 04/2018

9 Monate

Functional Configuration management: new design: process, Policy, flow, Application specifications, ServiceNow Discovery implementation, KPI, Dashboard. Training (850+FTE’s) world-wide Germany

Kunde
Henkel
Projektinhalte
  • Contract type: Freelance

  • Industry: Chemical

  • Outsourcing context

  • Unisys, IBM, Accenture, Orange, Telonic, SingTel

  • Agile Project Management: Application Development ServiceNow. Tools/Methodologies: ServiceNow cloud + ServiceNow Discovery (Jakarta), communication,
  • ITSM: ITIL V3 NEW Configuration Management: process, policy, CMDB CI Category, attribute identification; Distributed CI management; automated Discovery and relationship setting; automated CI owner assignment & review process; facilitated PIR (Change Process)
  • Tools/Methodologies: BPMN 2.0, LUCIDCHART, MyID; MS-office suite; Agile; Scrum Product owner; RACI; Clarity: Alfabet (EAM): Office 365 (Cloud): Skype; interfaces, Master/Slave; Bidirectional replication
  • Document Lifecycle Management: MS-SharePoint
  • Infrastructure: Unix, Windows, Storage, Virtualization, Servers, load-balancing, high availability, LAN, WAN: Data center, MID-server, Database, printers, RPA, Applications, Software

10/2015 - 10/2016

1 Jahr 1 Monat

Service Management expert

Rolle
Freelance
Kunde
National Bank of Belgium
Projektinhalte

Regarding this assignment:

  • Review, formalize ITIL V3 processes Incident, Change and Configuration. Write the process and policies.
  • Enrich the CMDB with CI’s to support the incident and the change process.

Achievements

  • Design and write the Incident, Change and Configuration policies
  • Redesign, enhance the Incident process introducing IDM(IP), Write ServiceNow tool specifications and implement in ServiceNow. Perform testing using HPQC, run a management presentation, workshops and training for Service Desk Agents. Document project-handover workbook for PMO. Benefits of IDM(IP) are: consistent ticket content, transparency, first time right assignment, a single KB-article, CI appointment and policy reference.
  • Setup a Document Management System with an integrated document live cycle process in a SharePoint library using Metadata (banning folders)

Kenntnisse

MS-Office suite (Word

Excel

Outlook

PowerPoint

Project

Visio) ITSM

JIRA

SharePoint

HPQC

ServiceNow

SOI

Artemis

ITIL V3

best practice

BPMN

01/2015 - 10/2015

10 Monate

Service and Coordination Manager

Rolle
Freelance
Kunde
National Lottery, Belgium
Projektinhalte

Regarding this assignment:

  • Transformation of IT services to outsourcing party

Achievements

  • Improve Change/bid process
  • Coordination E2E QA testing Incident management tooling
  • Review, comment and improve service delivery documents

Responsibilities

  • Operational Change Manager Transformation
  • Project manager setup monitoring and reporting
  • Project manager setup IT governance
  • Project manager E2E testing services
  • Project manager setup new catalogue services

Kenntnisse

MS-Office suite (Word

Excel

Outlook

PowerPoint

Project) ITSM

JIRA

SharePoint

Omnitracker

ITIL V3

04/2014 - 01/2015

10 Monate

Service & Coordination Manager

Rolle
Freelance
Kunde
ARGENTA spaarbank NV, Belgium
Projektinhalte

Regarding this assignment:

  • Support the internal IT organisation in an outsourcing contract

Achievements

  • Identified 50 Service Improvements (objective: increase CMMI level).
  • Manage internal ICT OPS projects in parallel

Responsibilities

  • Operational Change Management
  • Plan and Coordination Infrastructure release deployment
  • Design and build the Service Catalogue framework in SharePoint
  • Setup new services
Kenntnisse

MS-Office suite (Word

Excel

Outlook

PowerPoint

Project

Visio) ITSM

USD (Unicenter Service Desk)

SharePoint

Clarity

AVAYA desktop

ITIL V3 (edition 2011)

Organizational Change Management (OCM); SLM; ALM (Application Lifecycle Management); CMMI

12/2012 - 03/2014

1 Jahr 4 Monate

Implement a single Service Delivery organisation

Rolle
Freelance
Kunde
EUROCONTROL, Belgium
Projektinhalte

Regarding this assignment:

  • Rollout of 2200 new Clients with newer OS and office products
  • Consolidate ITIL processes of two internal organisations.

 

Achievements

  • Design, create, document and implement a “document review process” Application Lifecycle Management and process using workflows in SharePoint
  • Analyse CMO, define and propose Transformation Mode of Operation (TMO) content in phases towards a Future Mode of Operation (FMO) including IT governance.
  • Describe future detailed ITIL processes using and introducing BPMN 2.0.
  • Review existing service catalogues, consolidate content and assess impact and identify changes for the FMO.
  • Advise and review documents for the Call for Tender for the new multi vendor outsourcing contract in 2014.
  • Write the communication plan, coordinate the training set up efforts and lead the communication setup effort and PR.
  • Organizational Change Management (OCM)
  • Setup Surveys for trainings and migration in SharePoint. Setup an improvement track for their content based on survey responses.

 

Responsibilities

  • Design a Future Mode of Operation (FMO) Service Delivery model.
  • Align with ITIL V3 (edition 2011).
  • Manage organisational Change behaviour of multiple sub-culture entities within EUROCONTROL

Kenntnisse

MS-Office suite (Word

Excel

Outlook

PowerPoint

Project )

Remedy

SCCM

Altiris

Google drive

SharePoint

VISIO

BPMN 2.0

ITIL V3 (edition 2011)

Organizational Change Management (OCM) CMMI

scrum; SLM; ALM

05/2012 - 11/2012

7 Monate

Infrastructure Project Management: 550 printer devices roll-out

Rolle
Freelance
Kunde
Johnson & Johnson, Belgium
Projektinhalte

Regarding this assignment:

  • Rationalisation and rollout of 550+ non-multifunctional & multifunctional printer devices across Belgium.

Achievements

  • Deployment of 550+ print devices
  • Obtained the highest rollout deployment rate of Xerox print devices in Europe!
  • Restructure the project team’s R&R
  • Rewrite and improve the rollout process. Achieve a 98%-100% success rate of deployed printers at first attempt.
  • Redefine the project communications, new policy
  • Provide Early Live Support.
  • Leverage knowledge and increasing the MPS incident E2E process (Service Operation/Steady State), define the backup process.
  • Provide input for and create Knowledge Articles.
  • Provide guidance for the DocuCare team (responsible for consumable replacements).
  • Help define/design the steady state process e.g. IT governance, write the MPS site guide Campus Beerse

 

Responsibilities

  • Managing rollout within budget, on time and maximising end user satisfaction.
  • Comply with the EHS policies of Johnson & Johnson and the Pharmacy industry
Kenntnisse

MS-Office suite (Word

Excel

Outlook

PowerPoint

MOC)

Fieldglass

ServiceNow ITSM

Remedy

ITIL

PMI

05/2011 - 05/2012

1 Jahr 1 Monat

Implementation new Service Delivery model

Rolle
Freelance
Kunde
HP Belgium
Projektinhalte

Regarding this Assignment

  • HP and Alcatel-Lucent have designed a joint framework for complete outsourcing of operators’ revenue generating infrastructure. The framework encompasses end-to-end design, plus the build and transition into managed services or outsourced solutions.

Achievements

  • Rolled-out 25+ Continuous Service Improvements (CSI) taskforces
  • Managing the client and discuss opportunities for CSI’s, show vision on the processes.
  • Co-manage 3rd parties
  • Co-management of an Offshore delivery support team (60+) in China
  • Organizational Change Management (OCM) (Manager of Change)
  • Evaluate ticket content on a daily basis and set immediate actions for improvements.
  • Provide ITIL V3 expertise in the transformation project

 

Responsibilities

  • Operational EAI ITIL Incident Manager
  • (Project) Manager of Change (MoC); Organization Behaviour Change Management for the roll out of ITIL V3 processes with HPSM
  • Report to the Service Delivery Manager
Kenntnisse

MS-Office suite (Word

Excel

Outlook

PowerPoint

Lync

MOC)

HPSM

SM7 & SM9

OPS

OVSD

HP virtual room

WebMethods

EDI

SOA

ITIL V3; best practice; Organizational Change Management (OCM): SLM

11/2010 - 04/2011

6 Monate

Service Delivery Architect & communication manager

Rolle
Freelance
Kunde
Belgacom/Telindus/PROXIMUS
Projektinhalte

Regarding this assignment

  • A.S.T.R.I.D. is a specialised operator that provides the development, management and maintenance of a high technology mobile radio communications network for voice and data transmission. A.S.T.R.I.D. is a federal and local council initiative. The Consortium Belgacom-Cassidian is the MSP for A.S.T.R.I.D. Ensure compliancy with their EHS policy.

Achievements

  • Minimize documentation effort and disable a potential risk of inconsistencies by avoiding redundant information. Analyse the RFP for missing/unclear contract clauses. Enforce a better use of existing tools by enabling other functionality of that tool (SharePoint).
  • Introduce an operational issues log as input for Continuous Service improvements (CSI).
  • Introduce a brand new pragmatic SDP approach in my role as service delivery architect within the client organization.

 

Responsibilities

  • Write the Internal and External Service Delivery Plan for client A.S.T.R.I.D.
  • Define IT governance
  • Write the communication plan and service request procedure
  • Convey broadcast and newsletters
  • Creation of training plan structure, reporting structure
  • Document classification and policy, domain assignment, confidentiality & share level, DMS set-up across multiple contract parties.
  • Define and set-up a structure to align Contract, Service Catalogue, eSDP & iSDP and an operational model in the collaboration tool SharePoint.
  • Report to the Service Delivery Manager

Kenntnisse

MS-Office suite (Word

Excel

Outlook

Project

PowerPoint)

routers

switches

firewalls

network

Clarify

Oblicore

SAP

SharePoint

HPSD

ITIL V2; SLM ALM

02/2010 - 10/2010

9 Monate

Relationship manager, & Business Development

Rolle
Freelance
Kunde
Metech; Victory-de; Victory-be
Projektinhalte

Regarding this assignment

  • Support a small consulting company in managing consultants and perform business development

Achievements as Relationship manager

  • Performance review of consultant’s and with their client supervisors. Internal follow-up with HR and General management.
  • Consultant Recruitment (resume screening, phone, face-to-face -interviews).

Achievements as Business Developer and support of a start-up company

  • Prospection of 60 potential IBM Mainframe clients, organisations (e.g. GSE), fairs (e.g. job fairs, company fairs), communication channels, Schools, magazines, ICT bachelors alumni, social networks
  • Pre-sales activities with personalised mails and presentations. Setup of planning and preparing for the cold call. Prepare and visit potential clients and negotiate.
  • Define requirements of a new Web-portal structure; define audience, define look & feel, identify tools for full CMS capabilities; documentation; define contact forms by audience; write content; deploy new web portal
  • Allocate a time-slot for a presentation of Victory-de on the agenda of a GSE event.
  • Obtain publication of article in “ComputerWoche” as marketing tool.
  • Identify media people for creation of an animated short movie for company and name branding
Kenntnisse

MS-Office suite (Word

Excel

Outlook

Project

PowerPoint)

WordPress

Methodologies Prince2

negotiate

04/2009 - 01/2010

10 Monate

ITSM expert

Rolle
Freelance
Kunde
Torry Harris Business Solutions
Projektinhalte

Regarding this assignment:

  • Support the bid process of the potential service provider

Achievements:

  • Support a Managed Service package offer
  • Create a (PowerPoint) presentation supported by a business case, stress the value of THBS managed services for client IT infrastructure.
  • Participate the sales meeting at Client Site in Luxembourg and presenting the infrastructure slides, answering ITSM questions. Assist in the negotiations.

 

Kenntnisse

MS-Office suite (Word

Excel

Outlook

PowerPoint)

ITIL (best practices

V2 and V3)

Prince2

negotiate

show vision

02/2009 - 03/2009

2 Monate

ICT consulting/Training

Rolle
Freelance
Kunde
Kono Service Management
Projektinhalte

Achievements:

  • Provide ITIL Foundation V3 class room trainings
Kenntnisse

MS-Office suite (Word

Excel

Outlook

PowerPoint)

Produkte

ITIL (best practices

V2 and V3)

Prince2

09/2008 - 01/2009

5 Monate

Telecommunication & Outsourcing

Kunde
Vodafone Group Services
Projektinhalte

Regarding this assignment

  • Temporary replacement of an internal employee in team: “process and certification”

Achievements:

  • Lobby for approval of replacement of the legacy DMS by SharePoint.
  • Obtain buy-in from SOX champions in collecting digital signatures rather than physical
  • Analyse and define requirements, SLA’s/OLA’s, architecture and data (migration) mapping/modelling.
  • Concept design on managing changes for existing and new services.
  • Bring the team’s performance to a higher CMMI level by introducing, deploying migrating documents into a new structure in developed in SharePoint

Responsibilities:

  • Release build of ITIL processes and Services updates in ARIS (workflow/dataflow & description).
  • Prepare external audit and execute mock audits
  • Manage a development project in SharePoint
  • Organizational Change Management (OCM)

Methodologies:

ITIL (best practices, V2 and V3), Prince2, ISO9001, ISO-IEC 20000, ARIS, UML, Organizational Change Management (OCM), CMMI; ALM

Kenntnisse

MS-Office suite (Word

Excel

Outlook

PowerPoint)

MS-SharePoint MOSS

Remedy

EMC Documentum

05/2008 - 08/2008

4 Monate

Telecommunication

Rolle
Freelance
Kunde
Vodafone Group Services
Projektinhalte

Regarding this assignment:

  • Vodafone Group Services act as a Service provider for the local presents in operating countries in Europe

Achievements:

  • Enhance and extend work instructions, flow and documentation of the change process
  • Respond on business and internal needs by improving the Change process and her policy.
  • Help requirements definitions of a Remedy 7 migration from a version 6.
  • Initiate creation of a process improvement plan, negotiate ideas and suggesting concepts with supervisors.

Responsibilities:

  • Build and maintain relationships with Project managers, deploy coordinators, implementers, service line managers, country support managers, developers and third parties (underpinning contracts)
  • Manage daily/weekly/monthly planning & coordination of changes. Weekly CAB
  • Tracking of the infrastructure RFC’s.
  • Measure KPI’s, report on regular intervals; provide input to company performance reports.

Methodologies:

ITIL (best practices, V2 and V3), ISO9001, ISO-IEC 20000, ARIS, Organizational Change Management (OCM), negotiate, show vision; SLM

Kenntnisse

MS-Office suite (Word

Excel

Outlook

PowerPoint)

MS-SharePoint MOSS

Remedy

EMC Documentum

08/2007 - 04/2008

9 Monate

MSP in Telecommunication Outsourcing context

Kunde
Telindus sourcing
Projektinhalte

Regarding this assignment:

  • Telindus Sourcing was awarded the contract as MSP by EANDIS for most of the IT activities

 

Achievements:

  • Help create awareness to transform the existing organization into a service oriented one.
  • Build excellent relationship with the UP contract party and the client.
  • Assist and drive resolution of access problems with a web portal (providing overview on performance, incidents etc.) for the client and the UC party
  • Starting design of the procurement and supplier management processes.
  • Introduce Daily Scrum to guarantee the product outcome (quality- and time-wise. Act as a Scrum Master
  • Help defining company standards in using BPMN
  • Lobby with success to have internal processes documented (e.g. internal sales & bid process) in order to define interfaces with the new ITIL processes.

 

Responsibilities:

  • Concept and design of ITIL V2 processes, Capacity, Continuity, Configuration and Change in-line with contract specifications, analysing the RFP for missing/unclear contract clauses.
  • Define tool requirements for CMDB and reports
  • E2E testing of the managed services
  • Document processes, policy and interface (artefacts) descriptions, examples of work instructions, handover, training and support

Methodologies:

ITIL (best practices, V2), BPMN, Data modelling/mapping, ERD, Version control, asset & configuration mgmt, CMDB, scrum; ALM; SLM

Kenntnisse

MS-Office suite (Word

Excel

Outlook

PowerPoint)

MS- SharePoint MOSS

Clarify

MS-Visio

Oblicore

Scrum

06/2007 - 08/2007

3 Monate

Lean management

Rolle
Freelance
Kunde
Star Consulting Group Ltd
Projektinhalte

Regarding this assignment:

  • Optimizing work, better use of tools, applications, workforce planning, cost savings. Adhere to the EHS rules of MCH (Hospital).

Achievements:

  • Work with key people on the floor across all Hospital departments
  • Organizational Change Management (OCM)
  • Introduce supporting tools for top management reporting (bottom-up).
  • Increase individual performance, quality of the service and motivation
  • Achieve cost reduction, lean management.

Methodologies:

ITIL (best practices, V2), BPMN, Data modelling/mapping, ERD, Version control, asset & configuration mgmt, CMDB, scrum; ALM; SLM

Kenntnisse

MS-Office suite (Word

Excel

Outlook

PowerPoint)

MS- SharePoint MOSS

Clarify

MS-Visio

Oblicore

Scrum

05/2006 - 05/2007

1 Jahr 1 Monat

Business Consulting

Rolle
Freelance
Kunde
IIB
Projektinhalte

Achievements:

  • Process optimization
  • Cost reduction
  • Business development

Methodologies:

Lean

Kenntnisse

MS-Office suite (Word

Excel

Outlook

PowerPoint)

04/1999 - 04/2006

7 Jahre 1 Monat

Telecommunication, Consulting CRM context Customer Care & Billing

Rolle
CGI
Kunde
Vodafone
Projektinhalte

Regarding this assignment:

  • Mannesmann D2 a start up of mobile telecommunication, acquired by Vodafone

Achievements:

  • Program management
  • Manage the re-engineering of an archiving application project
  • Manage the Y2K KIAS database conversion and migration of data.
  • Manage the data migration to the EURO.
  • Manage improvements and optimisation of the KIAS IDMS system with the CA system development team in Canada
  • Realize 50 % reduction in offloading time of a KIAS DB2 database for a migration project towards a new CCBS (AMDOCS).
  • Set up of a CAB meeting for the new Oracle based KIAS CCBS application
  • Advise the senior Operational manager on tool selection and upgrade strategies,
  • Participate in the creation of the QMS, the quality Plan and Quality Management ISO 9001 for the project engagement
  • Assist the HRM department in hiring and selecting the new consultants
  • Decision paper writing for a Data archiving solutions and representation at C-level.

Responsibilities:

  • Plan, coordinate deployment of application software, hardware and IDMS database system releases
  • Create a cost model (OPEX) in Excel for “the Vodafone Group” in liaison with their finance department
  • Incident & problem management of CCBS KIAS application and database
  • Accountable for yearly project revenue in excess of 1 million Euros
  • Lead a team of up to 6 professional external consultants
  • Group leader of the database, DWH and middleware teams up to 20 people
  • ITSM of an application and Database
  • Write business cases (CAPEX & OPEX), indicating ROI, to justify trainings for team members

Methodologies:

ITIL (best practices, V2), ISO9001, ISO-IEC 20000, Data modelling/mapping, ETL, Data migration, data cleansing, data handling (Fileaid), CGI Project methodology, QMS; SLM; ALM

Kenntnisse

Methodologies: ITIL (best practices

V2)

ISO9001

ISO-IEC 20000

Data modelling/mapping

ETL

Data migration

data cleansing

data handling (Fileaid)

CGI Project methodology

QMS; SLM; ALM

Projekthistorie

Project extracts: 

Johnson & Johnson, Belgium

On boarding a printer rationalization project in crisis. A 550 Printer device rollout/deployment in the context of a MPS contract worth >1 million Euros. Availability success level after deployment was only 30%. Actions taken after analysis: increase maturity and processes improvement including all internal and external stakeholders, adding quality controls, the build of an action-, planning-, issue- and reporting-tool.  Resulting in availability success level after deployment of 100%.  The highest deployment rate for J&J in Europe is the Belgium project. Project delivery on time, within Budget, with continual quality control and above expectations.  The team was managed on a daily basis with the help of scrum meetings.

 

National Bank of Belgium, Belgium

A project to enhance incident management. Achieving consistent ticket content quality registration, faster and correct dispatching (lean). Independent from Service desk agent seniority. Knowledge content enhancements through redesign in the ServiceNow tool. Collect functional and technical requirements, supervise development in ServiceNow, build test scenarios in HPQC, run test cases, register defects, follow-up on defects resolution. Provide presentation, training and coaching to the Service Desk agents, their team lead and the incident and problem process manager. Present benefits to Customer Department, IT department, senior management and customers.  Work with the Service business owners identifying Service Components to enrich the CMDB.  Measurable customer satisfaction.

 

KPN, The Netherlands

Leverage expertise in a software development project on an IBM mainframe.  During the course of the project, the client extended the scope, not the deadline. The software release to deliver under Version control of tool “ChangeMan”. Identify requirements from a development perspective. Define new procedure and provide training for developers. Deliver software release on time, within budget and under control of ChangeMan. Write release notes and support auditing by KPN.  Provide Early Live Support, track defects and discuss best resolutions with the KPN Application owner.  Follow-up on resolution and report to senior management.

 

HP, Belgium

Manager Of Change in an outsourcing contract for client Alcatel/Lucent (telecommunication).  Guide the offshore delivery support team of 60 FTE’s in China in use and rollout of a new tool and a single set of processes. Provide ITIL V3 expertise in a large international transformation project, rollout of 25+ Continuous Service Improvements (CSI) taskforces. Involve the client in the CSI opportunities. Regular ticket content audits identify retroactive steps to improve Quality, maturity immediately complying to more stringent SLA’s.  Daily virtual interaction using Skype For Business with transformation project participants across the globe and the Offshore support people.

 

Medisch Centrum Haaglanden, The Netherlands

Analyse and introduce lean processes across all departments of the hospital. Introduce team activity forecast, actual and reporting (deviations). Rationalisation of business processes in cooperation of the people on the work floor. Focus on cost reduction, increase work efficiency and quality. Guide and involve all employees to adapt towards a lean organization.

 

Vodafone Group services, Germany

Enhance and extend procedures, flow and documentation of the operational change process. Respond on business and internal needs by improving the Change process and her policy. Act as ITIL change manager. Managed daily/weekly/monthly planning & coordination of change deployments. Run weekly CAB meetings. Measure KPI’s and report on regular intervals. Provide input for company performance reports. Build and maintain relationships with Project managers, deploy coordinators, implementers, service line managers, country support managers, developers and third parties (underpinning contracts).

 

Vodafone, Germany

Plan and coordinate projects of development deployment of application software, hardware and IDMS database system releases. Create a Service Provider cost model in liaison with the finance department. Manage major and complex projects: Database extends, Y2K, Euro conversion, application performance improvements and Data migration.  Write business decision paper regarding the application archiving strategy.  Justify opposite senior management the better option in terms of cost, risk and dependencies. As database team lead, with up to 6 external staff members, team and individual deliverables are defined and monitored. As group leader, 2 additional teams are managed.

 

Argenta, Belgium

Plan and coordinate with the business application release deployments. Managing risk and opportunities.  Driving the acceptance of implementation of an external provider application into the Argenta application portfolio.  Weighting the risks and the benefits. Managing business requests of decommission, new or modified application functionality and infrastructure.  Manage Service Providers and built a Business and Technical Service Catalogue.

Kompetenzen

Sprachkenntnisse
Deutsch verhandlungssicher
Dutch motherlanguage
Englisch: verhandlungssicher
French

Produkte / Standards / Erfahrungen
CGI Project methodology
Clarify
data cleansing
data handling (Fileaid)
Data migration
Data modelling/mapping
EMC Documentum
Excel
ISO-IEC 20000
ISO9001
ITIL (best practices
Methodologies: ITIL (best practices
MS- SharePoint MOSS
MS-Office suite (Word
MS-SharePoint MOSS
MS-Visio
Oblicore
Outlook
PowerPoint)
QMS; SLM; ALM
Remedy
Scrum
V2 and V3)
V2)

Competences/Skills/ Experience

  • MS-Office suite, Azure cloud 365

  • International exposer: Belgium; Germany; The Netherlands; Luxembourg; Poland; USA

  • Agile Project Management/Program Manager/Crisis Management (application and system migration; infrastructure rollout; outsourcing; offshore; RFP) Clarity; Prince2; Agile; Scrum; RUP; RACI, Non-IT (building renovation; interior and furniture design);

  • Organizational Change Behaviour (OCB) (e.g. ADKAR)

  • Communication (evaluation; plan; project; execution; innovation; senior management, creation; surveys)

  • Negotiation (business; contract; employees; management; suppliers; partners; conflicts, senior management, consulting)

  • ERP (CRM; Procurement; Logistics, Distribution; Ordering; Accounting; Asset Management; Service Requests; Service Delivery; BI; IT Governance)

  • SCRUM scrum-master experience, product owner

  • Business development (prospection; direct sales; sales support; retail; distribution)

  • Service Management (local; offshore; architect; rollout; CA Unicenter Service Desk (USD); BMC Remedy ARS/ITSM; HP Service Manager; ServiceNow Cloud; ServiceNow Discovery

  • Lifecycle Management (ALM & SLM) (PVCS; Serena ChangeMan; SharePoint)

  • Service Catalogue (consolidation; review; creation; architect)

  • ITIL Change Management (BPMN; ARIS; ITIL V2/V3; CA Unicenter Service Desk (USD); BMC Remedy ARS/ITSM; HP SERVICE MANAGER; ServiceNow; offshore; outsourcing; rollout; process; policy; improvements)

  • ITIL Incident Management (BPMN; ARIS; ITIL V2;/V3; CA Unicenter Service Desk (USD); BMC Remedy ARS/ITSM; HP SERVICE MANAGER; ServiceNow; offshore; outsourcing; rollout; process; policy; improvements)

  • ITIL Problem Management (BPMN; ARIS; ITIL V2/V3; CA Unicenter Service Desk (USD); BMC Remedy ARS/ITSM; HP SERVICE MANAGER; ServiceNow; offshore; outsourcing; rollout; process; policy; improvements)

  • ITIL Asset & Configuration Management (BPMN; ARIS; ITIL V2/V3; CA Unicenter Service Desk (USD); BMC Remedy ARS/ITSM; HP SERVICE MANAGER; ServiceNow Cloud; ServiceNow Discovery; offshore; outsourcing; rollout; process; policy; improvements)

  • ITIL Release & Deployment Management (BPMN; ARIS; ITIL V2/V3; CA Unicenter Service Desk (USD); BMC Remedy ARS/ITSM; HP SERVICE MANAGER; ServiceNow; offshore; outsourcing; rollout; process; policy; improvements; Migrations, transformations, transitions)

  • Business Process management (Lean; improvements; analysis; improvements)

  • People management (team leader; group leader (multiple teams, operational & development); performance evaluation; interviews; matrix-organisation; offshore; career development; conflict; motivation; team-building)

  • Compliancy (Environmental Health & Safety (EHS) policy; process policy; ISO9001; business policy; GMP)

  • Agile projects (National Lottery Belgium; Eurocontrol; Johnson & Johnson; HP; Belgacom; Vodafone Group Services; Telindus sourcing; Vodafone D2; Proximus; Belgacom Mobile; BUGA; Honda Europe) (CMDB, database, department(consolidation); print services; processes; Y2K; EURO; DC (Data Centre); application)

  • Outsourcing (onshore/offshore; 3rd party; service provider management; process integration and rollout; service reporting)

  • Industry Telecommunication (Proximus; KPN; Vodafone; Telindus) Belgium; Germany: Luxembourg

  • Industry Utilities (Eandis) Belgium

  • Industry Aviation (EuroControl) Belgium

  • Industry Government (A.S.T.R.I.D.; National Lottery of Belgium; Eandis; Eurocontrol) Belgium

  • Industry Pharma (Johnson & Johnson) Belgium

  • Industry Automotive (Honda Europe; BUGA) Belgium

  • Industry Banking (Argenta; National Bank of Belgium) Belgium

  • Industry Gaming/Gambling (National Lottery of Belgium) Belgium

  • Industry Chemical (Henkel) Germany

  • Infrastructure (Unix, Windows, Storage, Virtualization, Servers, load-balancing, high availability, client server, Mainframe (IBM, Vax), AS/400, Modems, Data Network(LAN, WAN) & Cabling (BUS, fiber optic, Industrial Ethernet, Cat5, Cat5e, Cat6, Cat7, COAX), Printers, Data center, CCTV)

  • Databases (DB2, IDMS, Oracle) (SQL)

  • Quality management (ISO9001; ISO-IEC 20000; QMS; Quality Plan; Audit; reconciliation; mock audits; audit preparations; checklists; quality workflows)

  • Documentation (requirements; HP Quality Centre; Process; Guide lines; Work Instructions; training manuals; flows; decision papers, Standard Operating Procedures; document review cycle operating guide)

  • Renovation (Building (infrastructure; design; make; product market research; furniture design and make; innovation in renovation; all technical domains) (solidworks; Vectorworks)

Practice areas

  • Automotive

  • Aviation

  • Banking

  • Chemical

  • Construction

  • Government

  • Pharma

  • Telecommunication

  • Utilities

Expertise

  • Interim, project/program management
  • Business & ITIL processes
  • Organizational Change management
  • Analysis, Improvements(lean), Quality, Audit, Outsourcing, Offshore

Aufgabenbereiche
Prince2

Datenbanken
ETL

Ausbildungshistorie

Education/training name

  • Organizational Change Management (OCM) (ADKAR® Model). provides a competitive advantage, allowing organizations to quickly and effectively implement change to meet market needs. Change management is the application of a structured process and set of tools for leading the people side of change to achieve a desired outcome.
  • PROSCI
  • Jan 2015 Certification
  • Bachelor: IT Professional Bachelor

Additional eductions/training/certificates:

  • Organizational Behaviour Change Management (ADKAR® Model).
  • ITSM: ServiceNow, HPSM
  • ITIL V2/V3
  • Prince2
  • COBIT
  • ISO 9001 Quality Management
  • ISO/IEC 20000 IT Service Management
  • GMP

2017

ServiceNow Administrator, ServiceNow

Certification


Jan 2015

Organizational Change Behaviour (OCB) (ADKAR® Model)., PROSCI

Certification


2011

HPSM

HP 


2009

Career coaching for entrepreneurs

Zenitor (Belgium)

Certification


2009

COBIT

Kluwer (Belgium)

Certification


2009

Prince2

ISTYA (Belgium)

Exam & Certified


2009

ITIL V3 Foundation (bridging)

Demets & Heuskin (Luxembourg) 

Certification


2008

ISO/IEC 20000

ISTYA (Belgium) 

Certification


2005

ITIL V2 Foundation

SOCOS (Germany) 

Certification


2005

ITIL Service Level Management

SOCOS (Germany) 

Certification


2004

Timberman

Syntra (Belgium) 

Exam & Certified


2005

SOA

Rick van der Lans (Belgium)

Certification


2003

Presentation skills

CGI (Germany) 

Certification


2000

Project Management

CGI (Germany)

Certification


2002

Negotiation skills

CGI (Germany)

Certification


1997

DB2 System Administration

IBM (The Netherlands) 

Exam & Certified


1995

Lotus Notes System Administration I

Skillteam IBM (Belgium) 

Exam & Certified


1995

Lotus Notes System Administration II

Skillteam IBM (Belgium)

Certification


1984

Military Services

Belgian Army (Belgium & Germany)

Corporal grade

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