Flex Manager
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Programma Manager

Programma Manager

Work Experience

Since 05-2008 Client KPN
Role Program Manager (several programs and projects)
Environment Consumer Broadband, Converged Services, Information Security, Compliance Privacy
Activities Program Management, Project Management, Financial Analysis and Modelling, Change Management, Subject Matter Expert
Privacy in Control: Defined, managed and implemented a large company wide program with the goal to make KPN audit-proof compliant with the existing privacy regulation and the upcoming change “meldplicht datalekken”. Project included a EUR 8 million IT Security stream
Identity and Access Management (IAM) Started of a large program to improve authorization management. Defined strategy and benefit logic. Total project size EUR 7 million
Wet Bewaarplicht: managed all CM activities in this program with the aim to comply with the European data retention directive. Total value EUR 12 million
Security Audit Customer Data: lead internal audit for compliance telecomwet art. 11. Project managed a redesign of all authorization management processes including functional access matrixes for the entire organization
First Time Right is a large operational efficiency initiative spanning over KPN’s multiplay product portfolio.
Managing 7 streams with a budget of EUR 4.7 million, team size 80 FTE. Target to save over EUR 8 million per year recurring


11-2005 Client Orange Broadband Netherlands
To 02-2008 Role Head of Business Process Analysis a.I.
Project Manager
Program Manager Operational Excellence
Head Operational Management a.I.
Release Manager
Program Manager Unbundled Local Loop ULL
Environment Consumer Broadband, Converged Services
Activities Program Management, Project Management, Team Management, Change Management, Process Management, Coaching
Orange Broadband Netherlands, a fully owned France Telecom daughter, is Europe’s largest Broadband Provider counting more than 10 million subscribers. Orange NL is the second largest provider in the Netherlands and the first to launch ADSL2+
Major Achievements:
• Managed Orange’s ULL offering from project phase into a stable environment ready for day-to-day operations
• Implemented and managed the Operational Management department counting 5 FTE and responsible for service operations of all Orange’s commercial offerings such as ADSL, VoIP, Mobile Voice, Email and Portal Services. Coached and prepared internal candidate to lead the department
• Reduced ULL incident management process cost by 40% by optimizing incident handling and problem management processes
• Reduced average mean time to repair for most serious issues effecting 6.4 % of all clients from 24 days to 12.7 days.
• Introduced a Change Management Process and reduced amount of Emergency releases by 60%
• Project managed deployment of a carrier class service & device management application with the objective to improve core Customer Service KPIs, such as first call resolution ratio, average number of calls per subscriber and average call handling time. Budget of EUR 0.8 million, expected savings EUR 2.1 million over 36 months.



10-2003 Client SES ASTRA
To 01-2005 Role Product Management Consultant
Environment Satellite Operator, Consumer Broadband
Activities Marketing, Product Management, Program Management

Europe\'s leading Direct-To-Home satellite operator. Reporting to the VP Consumer Services, responsibilities included setting up and managing retail one-way satellite broadband products and services as well as front and backend products. Adhered to market and client requirements and supervised three direct reports.
Major Achievements:
• Launched a one-way satellite based broadband service using PSTN or GPRS as a return channel and introduced ASTRAnet into four countries within five months after starting from scratch
• Project-managed the design and implementation of the ASTRAnet Portal, the sole customer acquisition interface (project size: 650k Euro)
• Defined ASTRAnet’s billing and provisioning requirements and wrote jointly with ASTRA finance staff the functional specification

Education

Consultancy skills by Capgemini

Skills

Project/Program Management
Business Process Improvement
Market/Industry Analysis
PRINCE2
Branding
ITIL
Facilitation
Practical skills




Languages

Duits
Nederlands
Engels
Frans

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