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IT Services Operations/Delivery Manager

IT Services Operations/Delivery Manager

Work Experience

09/2010 – 01/2012
Global Manager IT Services Group Communications

Draka Holding Amsterdam, after take over now Prysmian Group; a global top-3 manufacturing company of copper and fiber cables, headquarter in Amsterdam, 10.000 employees in 68 locations, sales of €2.7 billion in 2010. Group Communications (30% of the company) manufactures specific cables for the telecommunications industry.

Operational and financial responsible for an organization of 35 employees globally, with a budget of €12 million for the delivery of IT services according to SLA’s; member of IT leadership team of Draka, reporting to the CIO. Goal: optimize the delivery of IT (Infrastructure & Application) services globally, in close cooperation with IT employees, external vendors and involved business units.
• Transformation (organization, processes, governance) successfully completed from a local organization into a country shared services IT organization in e.g. Germany, France, USA, Denmark and Spain.
• IT Cost control implemented for Group Communications globally.
• Cost reduction of €125K achieved.

04/2009 - 06/2010
Global Operational Service Manager Engineering IT

NXP Semiconductors b.v. Eindhoven, The Netherlands.
NXP is a leading semiconductor company founded by Philips. Headquartered in Europe, 30.000 employees working in 30 countries and sales of $5.4 billion in 2008. The purpose of the role is to ensure that the globally provided Engineering IT services are supporting the NXP R&D business objectives set. These services are globally delivered to the customers (3000 product designers on 25 NXP sites) in the most cost effective way possible while meeting Service Level Agreements made.
• Lead an organization of 55 employees around the globe with a budget of $42 million.
• Lead the transformation of the existing Operations organization into a Global Service Management organization (controlling services delivered by external IT vendors on quality and finance) by defining and implementing new organization, roles, governance and processes.
• Executing IT renewal and Merger and Acquisition IT transformation projects.
• Member of MT Engineering IT.

05/2006 - 02/2009:
Manager Operations Delivery Outsourcing
Inter Access b.v. Hilversum, The Netherlands.

Inter Access is a medium size company providing integral IT solutions in the Netherlands and Belgium. It has about 1100 employees and a revenue of 125 million Euro (2007).
Total responsibility for P/L, operations and employees delivering Managed Services for Infrastructure, Oracle, Sap en Data-centre for customers with Outsourcing contracts.
• Lead an organization with 80 employees including 6 service coordinators.
• Lead the contract managers for contract optimization; total value 15 million Euro, mainly SLA contracts.
• Supervise and coach bid projects for Outsourcing proposals (> 10 million Euro).
• Improve Quality-of-Service and reduce cost for customers on tactical and strategic level in (local) government and public.
• Implement 25% cost reduction by empowerment, process and scale adjustments.
• Improve perception of operation: both employee and customer satisfaction increased (> 7.5).
• Develop and implement a Personal Score Card for Outsourcing.
• Member of MT Outsourcing.

04/2005 - 04/2006:
Head of Infrastructure Services
Fujitsu Services b.v. Maarssen, The Netherlands.
Fujitsu Services is an European supplier of IT solutions and part of the Fujitsu Group in Japan. It is a major global IT player with 160.000 employees and a revenue of 40 billion Euro (2007).
Responsible for delivering Infrastructure Managed Services from the Netherlands into various European clients.
• Manage a group of 70 employees including a management team of 7.
• Transform the existing organization into an organizational stream on European level.
• Develop and implement an organization for European wide operation for e.g. KLM and BP.
• Member of NL country board and European Infrastructure Services board.
• Member of the Newton bid team (> 50 million Euro) realized a vision and a product approach for Outsourcing.

04/2001 - 03/2005:
Operations Director
Fujitsu Services b.v. Maarssen, the Netherlands.

Lead the IT infrastructure projects and Managed Services including: Systems and Network Management, Central Service Desk, Mobile Engineering (IMAC), Professional Services, Project Management, Business Development and Fujitsu Internal IT; located in the Netherlands, Germany, Belgium, France and Spain.
• Manage core management team of 12 with 250 employees and member of the country board.
• Launch and implement transformation from project organization into services organization with primary focus on Quality-of-Services and ITIL processes.
• Achieve Cisco Silver certification and strengthen customer and vendor relationships.
• Important customers are: KLM, BP, Airmiles, V&D and GTI.
• Integrate former external FTSI company into existing organization with customer contracts, employees and product portfolio.
• Achieve Certificate for ISO 17799 (Security standard for processes).
• Implement productivity initiatives and skills matrix as efficiency improvements, set-up time reporting system for all employees and implement cost management and contract monitor.
• Improve ITIL processes, employee and management development and increase use of tooling.

04/1999 - 03/2001
Manager Operations & Consultancy
ICL Nederland b.v. (in 2001 renamed into Fujitsu Services); leading the delivery of internet infrastructure & application services with 80 employees; exceeded growth and profit targets.

04/1994 - 03/1999
Manager Professional Services
SINET b.v. (in 1996 renamed into ICL Networks); start from scratch and operational built up into a successful network solution provider in NL with 50 employees and 25 million Euro revenue.

05/1990 - 03/1994
Project Manager
SINET b.v. (100% ICL Nederland); implemented many complex infrastructure projects for e.g. de Bijenkorf, Royal Library and City of Deventer.

07/1985 - 04/1990
Account Consultant Financial Services
Wang Nederland b.v.; increase revenue for e.g. Credit Lyonnais, ABN, Vezeno.

01/1981- 06/1985
Sales consultant
Honeywell Bull n.v.; specialized in application conversion between different platforms.

Education

2007
Floreo results oriented management program
2000 - 2001
Fujitsu International Business Management program (MBA), IMD Lausanne
1998
Coaching program, Intermediair Management Training
1996
Moret, Ernst and Young; Management program
1992
Holden Power Base Selling program, Holden
1991 - 1992
Wang MBA Executive program for Office analysis and Automation
1988
System analysis and System design, Ordina
1975 - 1979
HTS Business Administration (Bedrijfskunde), IHBO Eindhoven

Skills

Ambition:
A leading role with (international) responsibility (encompassing people, services and P&L) for the effective delivery and development of IT services in a middle- or large-sized organization or enterprise.

Competences:
People management(5-200 employees), Operations (7*24), P&L management (>€15 million), Service management, Vendor & Contract management, Process management (ITIL), Program & Project Management (Prince/2), Quality management (Cobit), wide and in-depth knowledge of IT Technology.

Specializations:
Managed Services, IT Outsourcing, Transition management, Bid management, multi-cultural experienced (EMEA and USA), IT infrastructure, Data center.

Personality:
Enthusiastic, energetic, target driven, tenacious, convincing and decisive. Excellent communication and presentation skills.


Languages

Dutch; native proficiency
English; professional proficiency
German; intermediate proficiency

Other

Hobbies: Tennis, VW Beetle (oldtimer), multimedia, cooking
Status: Married and 3 children.

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