Experience

Combined Computer Services C.C.S. B.V.

• Netherlands
• Book and Periodical Publishing
• 1 - 100 Employee

• Service Manager

  • Jan 2022 - Present

  At first focus on setting up the Service Organization and bring existing customers to a standard through generic processes and include these in SLA & DAP (Service Level Agreement & Dossier Agreements and Procedures). This improves managing customer expectations. Bring together ITIL and Agile framework by combining standardization and responsibilities with agility. This creates improvement in alignment and collaboration between Service Organization and Development Organization therefore gains mutual understanding. During this process partnership is built internally and externally and get aligned with the internal stakeholders. Audited on the standards for ISO27001. Show less



Visma Connect B.V.

• Netherlands
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Delivery Manager/ITIL Process Manager (Change and Release)

  • Apr 2020 - Dec 2021

  Focused on collaboration, communication, proactively set and have a core on quality. Ability to form quickly a helicopter view.Service Delivery Manager - Work/Activities consist of:- Establish delivery processes, streamlining these and include in DAP (Dossier Agreements and Procedures)- Supervise Squads- Manage customer expectations- Build partnerships internal and external- Audited on the standards for Service Level Management and Relationship & Agreement: ISO20000ITIL Process Manager - Work/Activities consist of:- Monitoring changes and releases on the support registration tool- Discuss changes, planning and processes at the weekly Change Advisory Board (CAB) with the customer- Align with stakeholders (Chief Financial Officer, Contract Manager, Product Owners, Projects, Business Consultants, Squad Leads, Colleagues) about feasibility RfC’s (Request for change) within the ITIL process- Chairing the internal Change Advisory Board (CAB) with Product Owners of different Tribes to synchronize/discuss the changes, planning and process- Monitoring the Change planning and Release calendar- Setup procedures on the Change and Release process- Ensure the quality of the Change and Release process- Audited on the standards for Change and Release Management: ISO27001, ISO20000 and TPM (Third Party Memorandum)- Continuously improve the Change and Release processes to fit the needs of the evolving organization- Advise and support the line departments and projects in the implementation of the activities within the Change and Release process- Facilitate and take care of the planning of the delivery of changes/releases and tune with business (Tribes), projects and ICT departments (Squads)- Align within the organization and externally (suppliers) on the ITIL processes Show less

• ITIL Process Manager (Change and Release Manager)

  • Mar 2019 - Apr 2020

  Focused on collaboration, proactively set and have a core on quality. Ability to form quickly a helicopter view.Work/Activities consist of:- Monitoring changes and releases on the support registration tool- Discuss changes, planning and processes at the weekly Change Advisory Board (CAB) with the customer- Align with stakeholders (Chief Financial Officer, Contract Manager, Product Owners, Projects, Business Consultants, Squad Leads, Colleagues) about feasibility RfC’s (Request for change) within the ITIL process- Chairing the internal Change Advisory Board (CAB) with Product Owners of different Tribes to synchronize/discuss the changes, planning and process- Monitoring the Change planning and Release calendar- Setup procedures on the Change and Release process- Ensure the quality of the Change and Release process- Audited on the standards for Change and Release Management: ISO27001, ISO20000 and TPM (Third Party Memorandum)- Continuously improve the Change and Release processes to fit the needs of the evolving organization- Advise and support the line departments and projects in the implementation of the activities within the Change and Release process- Facilitate and take care of the planning of the delivery of changes/releases and tune with business (Tribes), projects and ICT departments (Squads)- Align within the organization and externally (suppliers) on the ITIL processes Show less



EBPI BV

• Netherlands
• IT Services and IT Consulting
• 1 - 100 Employee

• Change And Release Manager

  • Jan 2018 - Feb 2019

  Focused on collaboration, proactively set and have a core on quality. Ability to form quickly a helicopter view.Work/Activities consist of:- Monitoring changes and releases on the support registration tool- Discuss changes, planning and processes at the weekly Change Advisory Board (CAB) with the customer- Align with stakeholders (Chief Financial Officer, Contract Manager, Product Owners, Projects, Business Consultants, Squad Leads, Colleagues) about feasibility RfC’s (Request for change) within the ITIL process- Chairing the internal Change Advisory Board (CAB) with Product Owners of different Tribes to synchronize/discuss the changes, planning and process- Monitoring the Change planning and Release calendar- Setup procedures on the Change and Release process- Ensure the quality of the Change and Release process- Audited on the standards for Change and Release Management: ISO27001, ISO20000 and TPM (Third Party Memorandum)- Continuously improve the Change and Release processes to fit the needs of the evolving organization- Advise and support the line departments and projects in the implementation of the activities within the Change and Release process- Facilitate and take care of the planning of the delivery of changes/releases and tune with business (Tribes), projects and ICT departments (Squads)- Align within the organization and externally (suppliers) on the ITIL processes Show less

• Process Facilitator Operations

  • Feb 2015 - Dec 2017

  Release Manager Operations department:- Coordinate with Change Manager of Realization department to roll out the releases in accordance with OTAP Release calendarAudited on the standards for Release Management:- ISO27001, ISO20000 and TPM (Third Party Memorandum)Point of contact for all departments- Set up planning desk in TOPdesk (including process and procedures) to streamline projects planning, resource requests and ad hoc matters- Align planning with Transition Managers related to projectsCoordinator Technical Application Managers- Schedule Technical Application Managers for the daily service (during office hours), standby service (after office hours), release windows and maintenance windowsPlanning & Control of Operations department- Allocate resources (Technical Application Managers) to projects in MSProjects Show less

• Project Employee Operations

  • Feb 2014 - Jan 2015

  Coordinator Technical Application Managers- Schedule Technical Application Managers for the daily service (during office hours), standby service (after office hours), release windows and maintenance windowsPlanning & Control of Operations department- Align planning with Transition Managers related to projects in MSProjects- Allocate resources (Technical Application Managers) to projects in MSProjectRelease Manager Operations department:- Coordinate with Change Manager of Realization department to roll out the releases in accordance with OTAP Release calendarAudited on the standards for Release Management:- ISO27001, ISO20000 and TPM (Third Party Memorandum) Show less



Dayon B.V.

• Delft

• Service Manager

  • Jul 2011 - Jan 2014

  Responsible for 1st and 2nd line IT support in accordance with the agreed Service Level Agreement (SLA) for approximately 25 clients. Work/Activities consist of: - Giving direct leadership to the helpdesk team, two employees and controlling 20 Developers. - Monitoring KPI's and servicedesk processes. - Coordinating and delivering projects and releases. - Reporting and billing of provided services. - Improving ITIL processes. - Serve as a point of contact for hosting suppliers and IT infrastructure. Show less



Daidalos B.V.

• Bleiswijk

• Service Manager

  • Dec 2010 - Jun 2011

  Responsible for 1st and 2nd line IT support in accordance with the agreed Service Level Agreement (SLA) for approximately 25 clients. Work/Activities consist of: - Giving direct leadership to the helpdesk team, two employees and controlling 20 Developers. - Monitoring KPI's and servicedesk processes. - Coordinating and delivering projects and releases. - Reporting and billing of provided services. - Improving ITIL processes. - Serve as a point of contact for hosting suppliers and IT infrastructure. Show less



Wolters Kluwer Legal & Regulatory Nederland

• Netherlands
• IT Services and IT Consulting
• 200 - 300 Employee

• Operating System Administrator

  • Feb 2009 - Nov 2010



Daidalos B.V.

• Software Engineer

  • Oct 2008 - Feb 2009

  Contribute on several projects for Livelink Groen Kennisnet. Working with different languages as Java, ASP, Javascript, HTML and Webreports. Contribute on several projects for Livelink Groen Kennisnet. Working with different languages as Java, ASP, Javascript, HTML and Webreports.



Wolters Kluwer Legal & Regulatory Nederland

• Netherlands
• IT Services and IT Consulting
• 200 - 300 Employee

• Software Engineer BO

  • Sep 2008 - Oct 2008

  Analysing and creating issue KPI reports in Business Objects.

• Java Software Engineer

  • Jul 2008 - Oct 2008

  Working on the renewal for the Binnenlands Bestuur site (Java/Wicket).



Sdu

• Netherlands
• IT Services and IT Consulting
• 300 - 400 Employee

• Tester

  • Jun 2008 - Jun 2008

  Testing functionality and creating KPI reports for the In- and Uitvoer site. Testing functionality and creating KPI reports for the In- and Uitvoer site.



DANS

• Java Software Engineer

  • Jul 2007 - May 2008

  Java software engineer at DANS, which is part of the KNAW. Worked on the MIXED (Migration to Intermediate XML for Electronic Data) project to convert databases and spreadsheets data, into future-proof format (XML). Java software engineer at DANS, which is part of the KNAW. Worked on the MIXED (Migration to Intermediate XML for Electronic Data) project to convert databases and spreadsheets data, into future-proof format (XML).



Exploy BV

• Junior Consultant

  • Dec 2004 - May 2007