Flex Manager
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Management ICT, Service Management

Management ICT, Service Management

Work Experience

ABB Service Manager (via Ormer) (November 2014 - present)
IT/ICT Service manager with full scope. (Service strategy, Service design, Service transition, Service operation, Continual service improvement)
Responsible for the by ABB outsourced ICT infrastructure services of IBM.
The services were Network, EUC/EUS (End User Computing/End User Services) and hosting to deliver this within agreed service level, act when deviating, being point of escalation and coordinate response.
Role was created in response to the “Midland” program which transforms the service delivery from single vendor (IBM) to multi vendor (BT <network>, Wipro <EUC/EUS>, IBM <hosting>). This entailed also that a new entity within ABB global was developed to manage and deliver these services.
My role was to co-guide (Agile like) this and to help transform the people, processes and tools to be equipped for this and transfer the services in phases to the new organization seamlessly. During that it was absolutely necessary that the quality of services at IBM did not suffer and degrade even with the continuous smaller scope and business they ran. The foundation principle wat that the customer should hardly or not notice the change and transition.

The new organization needed to be build up from scratch with regards to people, processes and tools. I was part of developing the most primary ITSM processes and build/set up of the supporting tools; ServiceNow (MyIS) SharePoint and reporting. The “go live” was at 11th December 2015 where my role was supporting the aftercare and pave the road to stabilization where the work method was Agile. On top of my Service Management Role I was also Business Relationship manager where I was the bridge between business and IS Global.

Aon (via Peak IT) [December 2013 – delivery July 2014, ac. September]
Project manager & ITIL consultant [Outsourcing first line Help desk from internal Aon within the Netherlands to the Global Service Desk serviced by HP in Sophia, Bulgaria. Managed the project on all areas “tooling, personnel & processes” and full scope of project management.]
Consult and managing the implementation and deployment of:
Advising Director board (organizational change management strategic, tactical and operational)
Configuration Phone system (IVR)(Bulgaria HP and Netherlands Aon)
Configuration ITSM tool (Remedy 7.6 India HP and Chicago Aon)
Configuration Reporting (Business Objects)
Configuration Knowledge management and script development(SharePoint)
Configuration processes (Incident, Problem, Configuration light)
Configuration processes and the agreements (SLA’s, OLA’s as per model ITIL) (7x24, response, resolve vs costs)
Configuration supporting tools 1st line.
Enabling training tool use (1st, 2nd and 3rd line)
Process adherence (1st, 2nd and 3rd line) until certain maturity level
Implementing continues improvement cycle
Project management:
Balancing the changed roles in the organization and describe the demand. Progress reporting to director and leading management meetings.
Employee coaching new (changed) roles.
Communicate and create with/to internal and external customers (multi stakeholder management) Methodology was Agile.

Education

ITIL (From 93’95’ to 2000 v2 and 2011 v3)
Six Sigma (Champion, DMAIC)
BiSL / ASL
Prince
NTSI (= Prince2 like)
eTOM
QIP (Quality Improvement Program)
Minto

Skills

Management, a.i. management (Processes, Programs, Projects)
Service Level Management (ITIL)(Service-, Contract-, Process Manager)
Chairman (Workers council with Executive management)
Consultancy on IT- and ICT solutions (Tooling, process, people)
Quality and Strategy management
Script writer (None ICT)


Languages

Dutch
English
German
Norwegian
(Understanding Swedish & Danish)


Other

People person
Straight forward
Approachable
Honest and fair
Multicultural attitude
Natural leader
Solution orientated
Winners attitude
Positive


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