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ICT Manager

ICT Manager

Work Experience

Experienced IT Manager with European responsibilities, managing international teams of up to 20 FTE. Member of European and Global IT Management Teams.

Gained experience across multiple IT disciplines varying from application development and support to infrastructure implementations and operational support. Key achievements:
- Implementation Client Services Organisation in Europe
- Implementation ‘Follow-the-Sun’ Service Desk
- Global standardization and implementation of support processes like incident management, request management and access provisioning
- SAP Implementation, Europe IT Lead (interfaces, data cleansing)
- Implementation Service Level Agreement

Managed and participated in Project teams. Participated in Steering and Coaches Teams. Examples of projects are IP-Tel implementation, Office relocations, infrastructure integrations, SharePoint upgrades, OCS, Tele presence, “New world of work”.

Education

TU Delft Informatica

Skills

Experienced communicator, building client relationships, gaining trust and buy-in, interacting with clients on all levels. Strategic, goal-oriented, flexible, pragmatic and result-driven.

Languages

Nederlands
Engels

Other

Sept 2007 – LyondellBasell Industries Rotterdam
Manager IT Client Services Europe
LyondellBasell is the 3rd largest Chemical Company. IT Client Services consist in Europe of three groups with up to 20 employees/contractors, supporting European locations:
1. Field Services, with staff at all major Lyondell locations in Netherlands and France. Field Services provides Operational infrastructure support at the locations, Support of all MS Office tools, Mobility tools, Lyondell intranet, team collaboration tools (SharePoint), Document Management (Documentum), ad-hoc reporting tools.
2. Service Desk, with staff in Rotterdam
3. Security Administration, with staff in Rotterdam and Italy

To-date main accountabilities/achievements have been:
• Start-up/build out of the new IT Client Services Organisation in Europe
• Implemented CS Consultancy to improve individual productivity of clients
• IT Turnaround Support and Coordination in Fos-Sur-Mer (France)
• Responsible for communication, training and consultancy in projects
• Global standardization and implementation of support processes like incident management, request management and access provisioning
• Member of Coaching teams of projects/project managers
• Member of European and global IT Management Team
• Coaching/training of new IT staff/management at merged manufacturing sites
• Managed the department through the downturn
Examples of projects are IP-Tel implementation, Office relocations, infrastructure integrations, SharePoint upgrades, OCS, Tele presence, “New world of work”, SAP upgrade.

2003 – 2006 Lyondell Chemical Rotterdam
Supervisor Support Services
Responsible for the European Support Services Organization (Service Desk, Tools Support, Security Administration, Procurement, Asset Management and Problem Management). Managed team of 10 employees/contractors based in Netherlands and France, member of European IT Management Team.
Key accountabilities/achievements:
• Preparation new IT Organization (2006/2007)
• Participation European People and Performance Operational Excellence assessment (2007)
• Europe Lead Implementation Follow-the-Sun Service Desk (2006)
• Global Alignment IT Security Administration (2006)
• Service Desk and Security Admin support of the Turnaround at Botlek and Maasvlakte manufacturing sites (2006, 2008).
• Tools Development and Support (Documentum, SharePoint, MS Access)
• Europe Lead Implementation global incident management process and solution (2004)
• Europe Lead Implementation Service Request Management, On-line forms (2004)
• Implementation role based provisioning (2003)
In this period I’ve facilitated and coached project teams implementing new infrastructures, like Managed Workstation Program, Exchange Migration, Home Access System etc.

1998-2002 Lyondell Chemical Rotterdam
Teamlead IT Business consultants
After the implementation of SAP within Lyondell Europe in 2001, a support consultant team was created, providing consultancy and functional support for the European clients. Participated in requirements definition, testing, training and implementation of new SAP functionality like CRM, Business Warehouse and other enhancements

IT Europe Project lead SAP Europe implementation
Project lead of IT activities in Europe, focus on interfaces, data migration and creation of consultancy organization. FICO, SD, MM, PM, HR have been implemented.

IT Business Consultant Finance, HR and COF
Responsible for all projects in the Finance area since November 1998 and for the Customer Order Fulfillment area since January 2000. Involved in various projects like “Implementing BI Reporting systems”, “Bank Payment systems”, “Payroll systems”, “Euro conversion” and \"Disintegration of systems because of divestures\".

Besides that I have been leading a number of quality improvement projects like:
• Updating project methodology and standards
• Developed Service Level Agreements with Clients
• Knowledge management


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