Service Delivery, Account and Operations Manager: Heineken Global Services Account

• Apr 2021 - Present

Ensure multiple international teams provide the customer with stable services, meeting quality and cost requirements while driving operational excellence in accordance to the Delivery Agreement. Responsible to manage the client, contract and delivery of services to ensure customer satisfaction and the attainment and growth of Revenue and Gross Profit.Manage and lead all delivery support functions for the customer, across 87 OpCo’s (Operating Companies) in 192 Countries for the following services:• Active Directory (110,000 Accounts and 180 AD Tier0 Servers)• Exchange (86,000 Mailboxes)• Workplace: SCCM (60,000 Devices and 350 DP’s across 3 Regions Globally)• Enterprise Mobility Management: InTune (120,000 Mobile Devices and Workstations)• Antivirus (65,000 Endpoints)• Incident, Problem and Change ManagementRetain client through establishing and maintaining service excellence and client satisfaction.Handling of customer complaints and escalations within the framework of the complaint management process.Develop and implement service optimization measures, including steering of architects and remote management of near shore locations.Responsible for service provision and thus contractual obligation through ensuring constant fulfilment of client specific Service Level Agreements (SLAs) as well as Operational Level Agreements (OLAs).Manage staff to ensure delivery to clients in support of operational objectives and implementation of quality interventions aligned with continuous improvement strategies by managing the Incident, Problem, Change and Escalation processes.Involvement in Sales to ensure feasibility of the delivery model, timelines, quality, budget and to recommend portfolio standardization and growth.

Service Delivery, Account and Operations Manager: Heineken Global Services Account

• Feb 2017 - Mar 2021

Ensure multiple international teams provide the customer with stable services, meeting quality and cost requirements while driving operational excellence in accordance to the Delivery Agreement. Responsible to manage the client, contract and delivery of services to ensure customer satisfaction and the attainment and growth of Revenue and Gross Profit.Manage and lead all delivery support functions for the customer, across 87 OpCo’s (Operating Companies) in 192 Countries for the following services:• Active Directory (110,000 Accounts and 180 AD Tier0 Servers)• Exchange (86,000 Mailboxes)• Workplace: SCCM (60,000 Devices and 350 DP’s across 3 Regions Globally)• Enterprise Mobility Management: InTune (45,000 Mobile Devices)• Antivirus (65,000 Endpoints)• Incident, Problem and Change ManagementRetain client through establishing and maintaining service excellence and client satisfaction.Handling of customer complaints and escalations within the framework of the complaint management process.Develop and implement service optimization measures, including steering of architects and remote management of near shore locations.Responsible for service provision and thus contractual obligation through ensuring constant fulfilment of client specific Service Level Agreements (SLAs) as well as Operational Level Agreements (OLAs).Manage staff to ensure delivery to clients in support of operational objectives and implementation of quality interventions aligned with continuous improvement strategies by managing the Incident, Problem, Change and Escalation processes.Involvement in Sales to ensure feasibility of the delivery model, timelines, quality, budget and to recommend portfolio standardization and growth.

Service Delivery Manager and Operations Manager

• May 2015 - Jan 2017

Responsible to manage the client, contract and delivery of services to ensure customer satisfaction and the attainment and growth of revenue and Gross Profit. Manage and lead all delivery support functions. Retain client through establishing and maintaining service excellence and client satisfaction. Handling of customer complaints and escalations within the framework of the complaint management process. Establish and maintain relationships and partnerships with internal and external providers. Provide accurate management information to all relevant stakeholders through effective reporting and knowledge management. This includes conducting customer, servicing reviews (SLA, Penalties) and tracking derived measures and activities. Define and implement site specific and national governance and a service delivery framework in line with Service Delivery Management standards and processes as well as ensuring Best Practice in the area of responsibility. Responsible for service provision and thus contractual obligation through ensuring constant fulfilment of client specific Service Level Agreements (SLAs) as well as Operational Level Agreements (OLAs). Planning and controlling the service provision, commissioning internal and external suppliers and ensuring appropriate capacity management to fulfil the KPI’s at contractual level. Management of the agreed invoicing as per the MSA budget, including growth of revenue and GP aligned with the MSA and associated agreements. Manage staff in order to ensure delivery to clients in support of operational objectives and implementation of quality interventions aligned with continuous improvement strategies by managing the incident-, problem, change and escalations processes. Involvement in the sales to ensure the feasibility of the delivery model, timelines, quality, budget and to recommend portfolio standardisation. Planning, forecasting, optimization and control of all production cost on order- and customer level.

Team Leader: Messaging & Collaboration Services

• Mar 2013 - Apr 2015

Manage the Messaging & Collaboration Team and Services through the planning and coordination of all Messaging related activities, ensuring the delivery of Collaboration Services to the client within the agreed Service Levels and Budget. Manage the operational delivery and financial budgeting of Messaging Services (i.e. Microsoft Exchange, BlackBerry, Rightfax) across multiple customers by being the primary interface to the client for the department in order to manage client expectations. Continuously improve the delivery and effectiveness of team members via performance management and the identification of personal development areas and technical training requirements. Effectively identify and manage problem areas and implement solutions and monitor and mitigate operational risks through consultation and planning. Oversee the effective operational functioning of the department’s team members in terms of leave scheduling and operational duties.

Backup Team Leader: Software Distribution (South)

• Apr 2011 - Feb 2013

Effectively act as a support and backup for the off-site Software Distribution Team Leader by planning, coordinating and participating in the day to day operational tasks, pertaining to Electronic Software Distribution, in order to meet contracted SLA’s. Oversee the effective operational functioning of the department’s team members in terms of leave and scheduling of operational duties. Manage operational risks through consultation and planning, manage problem areas and implement solutions.

Software Distribution Administrator

• May 2009 - Mar 2011

Plan, schedule and execute Software Distribution activities. Monitor and report on the status of deployments and the performance, utilization, workstation agent health and stability of the environment.

Rollout Manager: Vista Project

• Nov 2008 - May 2009

Rollout Project Management. Provide analytical, co-ordination and administrative support to Project Managers. Responsible for planning of application and system upgrades from Microsoft XP to Vista. Manage small projects or part of a larger project affecting a department or division. Manage the rollout of hardware and/or software to various divisions.

Software Distribution Administrator

• Mar 2008 - Nov 2008

Plan, schedule and execute Software Distribution activities. Monitor and report on the status of deployments and the performance, utilization, workstation agent health and stability of the environment.

Service Desk Co-ordinator

• Sep 2007 - Feb 2008

Coordinate all employees responsible for activities relating to Incidents and/or Requests within the Service Desk. Ensuring optimal and exceptional delivery and control with the objective of achieving or exceeding customer Service Level Agreements (SLA’s). Manage Request and Incidentqueue(s) to ensure that all Requests are completed within the SLA time period. Ensure the quality of logging and that the resolution of Incidents are accurately documented and that it expands the Knowledge Base.

DSI Problem Manager & Team Leader: Environmental Assessment Team

• May 2006 - Aug 2007

Manage project incidents experienced by End Users. Escalate problems to the appropriate teams (LAB, SWD, AD Team, Security). Continuously follow up to ensure problems are resolved and signed off. Attend all Rollout planning and feedback sessions. Responsible for the teamthat performs the pre-backups and assessment of the environment. Management of Time Sheets & provide feedback for allocation of funds to cost centers. Performance assessments to ensure standards expected of the project are met.

Mainframe Programmer

• Feb 1997 - Sep 2001

Human Resources Personnel Administrator

• Apr 1994 - Dec 1996