Lead Incident Manager

• Jun 2022 - Present

* Responsible for the design and implementation of continuous improvements for the Incident Management process * Govern in- and output to other ITIL processes and monitoring * Develop and monitor reporting to ensure the business SLAs are monitored, controlled, and met. * Trend analysis * Responsible for the design and implementation of continuous improvements for the Incident Management process * Govern in- and output to other ITIL processes and monitoring * Develop and monitor reporting to ensure the business SLAs are monitored, controlled, and met. * Trend analysis

Process Lead & Problem Manager at Nationale Nederlanden

• Jul 2020 - Aug 2022

* Successful implementation of a problem management redesign and major incident module in ServiceNow (business requirements and process lead). Govern in- and output to other ITIL processes. * Manage end to end ”major Incident life cycle," ensuring to restore services with minimal business impact in an on-prem and cloud environment. * Monitoring, developing, managing, and maintaining problem processes. * As problem manager, drive the root to cause analysis and potential problem analysis (fact-based data) and work with teams to implement actions to prevent reoccurrence and structurally increase the quality of IT services. * Develop and monitor reporting to ensure that the business SLA's are monitored, controlled, and met. Show less

Major Incident Manager & Process Lead

• Jul 2015 - Jun 2020

* Product Owner for the incident and problem management processes. * Scrum master for ITSM team. * Manage end to end "Major Incident Life cycle," ensuring to restore services with minimal business impact and liaison with the crisis, security, and risk management team. (24*7 global coverage). * Drive Root Cause Analysis and Potential Problem Analysis (fact-based data) and work with teams to implement actions to prevent reoccurrence and structurally increase the quality of IT Services. * Initiate Chronic Incidents and Service Improvements: perform trending analysis, govern scope and resource management, drive restoration of services for chronic non-critical incidents. * Monitoring, developing, managing, and maintaining the (major) incident and problem processes and liaison with associated operations. * Ensure that the business SLA's are monitored, controlled, and met daily. * Governance of mandatory regulation in the DevOps/Agile way of working, Cloud, and CI/CD. * Toolset: BMC Remedy and ServiceNow. Show less

Project Manager IT Service Center Non-Life

• May 2006 - Jun 2015

Initiate and govern projects via the PrinceII method.Lead multidisciplinary teams onsite and offshore (project manager/scrum master).Implement income, infrastructure, and CASE360 projects successfully.Implement and govern ITIL processesBusiness Continuity IT Coordinator

Project lead/Change manager IT Finance Department NL

• May 2000 - Jul 2006

Set up and implement incident, problem, and change management processes.Business Continuity IT Coordinator of Finance Department.Successful implementation of Euro conversion and infrastructure projects.Support SOX and license audits.

Senior Consultant/Product Manager non profit organisations

• 1996 - 2000

Set up, execute project plans, and implement ERP and financial systems for external clients. Develop an improvement plan for financial systems (business analysis). Audit test functionality and data integrity (test analysis). Set up, execute project plans, and implement ERP and financial systems for external clients. Develop an improvement plan for financial systems (business analysis). Audit test functionality and data integrity (test analysis).

Training coordinator Retail

• 1993 - 1997

Develop and implement retail training for Hewlett Packard Develop and implement retail training for Hewlett Packard

Account Manager

• 1986 - 1993

Account manager business to business Account manager business to business

Helpdesk Employee

• 1985 - 1986