Manager IT Processes

• Sep 2017 - Present

Process Improvement Coordinator

• Mar 2017 - Sep 2017

Process coordinator for Incident- and problem management processes. Driving the SIP (Service Improvement Program) on the following topics: - Incident Management processes (P1 and P2 incidents) - Improving Problem Management - Improving call input from the Servicedesk - Improving communication - Aligning CGI processes with MST processes. Process coordinator for Incident- and problem management processes. Driving the SIP (Service Improvement Program) on the following topics: - Incident Management processes (P1 and P2 incidents) - Improving Problem Management - Improving call input from the Servicedesk - Improving communication - Aligning CGI processes with MST processes.

IT Management Consultant

• Oct 2004 - Sep 2017

Project Consultant

• Oct 2016 - Mar 2017

Consultant for the SharePoint Information Management Service. This offshore managed service is responsible for delivery of SharePoint Support on over 10000 SharePoint Topics:- Service Management Reporting, created management report on SLA and KPI’s;- Continuous Improvements on the Service processes;- Business Communications;- Business focal point and escalation manager;- Assisting contract manager in daily operations.

Deployment & SharePoint Consultant

• Jun 2016 - Oct 2016

Managing part of the LiveLink to SharePoint migration project for Shell Project & Technology and Capital Projects. Topics:- Stakeholder Management and business engagement- Project Management - Livelink analysis- SharePoint Consultation- SharePoint Permission management- Change Management

Business Consultant SharePoint

• Oct 2015 - Jun 2016

Consultant for the SharePoint Information Management Service. This fully offshore managed service is responsible for delivery of SharePoint Support on over 10000 SharePoint Topics:- Service Management Reporting, created management report on SLA and KPI’s;- Continuous Improvements on the Service Request portal;- Business Communications;- Business focal point and escalation manager

Service Manager SharePoint 2010

• Jul 2012 - Oct 2015

Responsible for the Global Service Delivery of a Managed Service.Team-, Project- and Financial management responsibilities with a business focussed approach.The Service comprised a Global Delivery of Functional SharePoint Support based on a blended delivery both Off- and Onshore with a team of SharePoint Specialists located in the Netherlands, the United States and India.Work breakdown:- Service Setup- Service Management- Offshoring- Team Management- Project- and Financial Management- Stakeholder management- SharePoint- Service Transition Show less

Service Manager

• Feb 2011 - Jun 2012

Managing a team of 6 technical team members specialized in SharePoint 2010 and standard office applications. Responsible for reporting, metrics towards managment team and business, procedures and processes.As PM participated in a rebranding project, changing and implementing a new house brand for 10000 users. Implementing a new virtual desktop (Cloud computing), setting up a service organization and migrating business applications to a Cloud environment. Modeled and implemented change- and incident management processes using the ITIL framework. developed management reporting and hosted support workshops to implement the incident management processes.As Management Team member acted as Changemanager, deputy department manager and first contact towards the (Enterprise-) Service Provider. Show less

Projectleider

• Apr 2011 - Aug 2011

Verantwoordelijk voor de technische oplevering van de nieuwe PostNL huisstijl, binnen het Rebranding project van TNTPost naar PostNL

Service Manager

• Sep 2008 - Feb 2011

Focus on managing business critical applications within the medical care domain. First point of contact for business, IT and external software developer. Responsible for managing budgets, contracts and Service delivery in accordance of service level agreements. Incident-, Change management process coördinator and release manager. Delivered a standarized release plan including application lifecycle planning. As IT PM responsible for migrating business applications to a cloud environment. Focus on managing business critical applications within the medical care domain. First point of contact for business, IT and external software developer. Responsible for managing budgets, contracts and Service delivery in accordance of service level agreements. Incident-, Change management process coördinator and release manager. Delivered a standarized release plan including application lifecycle planning. As IT PM responsible for migrating business applications to a cloud environment.

Servicedesk Coordinator

• Oct 2004 - Mar 2005

Sales- and Marketing Support

• Jan 2004 - Oct 2004

Supporting Sales- and Project managers. Supporting Sales- and Project managers.

Incident Coordinator/Escalation manager

• Feb 2002 - Jan 2004

Support and pro-actively advice management in introducing an ITIL based incident management process. Create Management progress reports. As escalation manager responsible for communication and management of major incidents. Support and pro-actively advice management in introducing an ITIL based incident management process. Create Management progress reports. As escalation manager responsible for communication and management of major incidents.