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Manager Operations

Work Experience

KPN N.V.(The Hague, The Netherlands) 2009 – present
KPN is the market leader in the Netherlands on telecommunications and ICT services.

Manager Customer Service Enterprise May ’13 - present
Responsibilities/Tasks:
• Operational responsible for Enterprise Customer Service Desk on all KPN ZM ICT portfolio (approx. 5000 customers).
• Indirect reports approx. 100 fte.
• Responsible for service desk KPI’s and customers SLA’s.
• Implementation of ‘cultural change’, ‘one way of working’ and IT tooling.
• Restructuring of organization from 7 locations to 2 main locations.
• Reporting to Director CS ZM.

Manager Operations Enterprise Service Desk Jan. ’12 – April ‘13
Responsibilities/Tasks:
• Operational responsible for the Key/End user Service Desk of top 120 KPN accounts
• Direct reports: 4 managers with 10 customer teams (approx. 100 fte).
• Responsible for service desk KPI’s and customers SLA’s.
• Centralization, integration and offshoring of the end- and key user desk/activities.
• Restructuring of organization from 10 locations to 2 main locations.
• Reporting to Managing Director ESD.

Manager Service Management Center March ’09 – Dec. ‘11
Responsibilities/Tasks:
• Management team of 10 managers (approx. 250 fte).
• Responsible for all Service Delivery Units for Top 25 KPN customers.
• Operational responsible for the customer delivery chain and integrated services (Service Desk, Customer Support, Delivery and Warranty), revenue > €150 mil.
• Restructuring organisation from 250 fte to 100 fte.
• Reporting to Managing Director Integrated Service Management.

BT Global Services (Amsterdam, The Netherlands) 2008-2009
BT Global Services is British Telecom’s business communications division, providing a complete range of integrated communications and IT services to customers world-wide.

Manager Service Delivery Benelux Jan. ’08 – Feb. ‘09
Responsibilities/Tasks:
• Leading several teams of high educated Order Managers (>40 fte).
• End to end responsible for delivering all orders and changes for customers in Benelux.
• Develop high level Customer Relationship with key customers and suppliers (account- & project management, engineering departments).
• Successful reduction of order backlog from 50% to 2% within 6 months.
• Restructuring of organisation to one dedicated team of 15 fte located in Amsterdam.
• Reporting to the Head of Service Operations Benelux.

Accenture (Amsterdam, The Netherlands) 2006-2007
Accenture is a global management consulting, technology services and outsourcing company.

Manager Customer Care May ‘06- December ‘07
Customer Care is a business unit within Accenture Outsourcing and it supports large companies, as part of Business Process Outsourcing, with administrative processes within their mid and back office.

Responsibilities/Tasks:
• Responsible for (outsourcing) customer projects within IT/Telco industry.
• Translate sales opportunities to a finalised proposal and business case.
• Set up and implementation of project plans in cooperation with Project Managers, Consultants and Business Partners using the Accenture delivery methods.
• Responsible for chargeability, budget, recruiting, contract management, including resource management, service level management and invoicing.
• Participate in account teams Accenture wide.
• Manage escalation process on Business Unit-, project- and customer level.
• Management team of 8 managers (approx. >100fte)
• Reporting to the Country Manager Accenture Outsourcing.

Verizon Business (MCI Inc.) (Amsterdam, The Netherlands) 1999-2006
Verizon Business is one of the three operating units of Verizon Communications Inc. Verizon Inc. is a US based leading global communications provider, delivering innovative, cost-effective, advanced communications connectivity to businesses, governments and consumers.

Manager Customer Service Wholesale Netherlands Oct. ’03- April ‘06
Responsibilities/Tasks:
• Lead a team of highly educated Service and Project Managers (approx.. 15 fte).
• Responsible for problem-, change-, incident-, release- and service level management for Dutch Wholesale customers.
• Liaise with internal departments to improve quality of service and product implementation.
• Realize structured process improvements related to Service and Project Management.
• Implementation of Virtual Account teams across Europe and manage customer retention programs.
• Reporting to the Director Customer Service EMEA.

European Service Manager Wholesale Oct. ‘99- Sept. ‘03
Responsibilities/Tasks:
• Plan, coordinate, negotiate and manage the quality of services at acceptable costs.
• Define, build and negotiate Service Level Agreements/Underpinning contracts (UC).
• Monitor and manage the SLA’s and UC’s.
• Initiate service improvement plans.
• Customer problem- and incident management.
• Implementation Pan European SLA ‘s
• Provide training “The Service Difference” for all 250 customer service employees in the Netherlands.
• Implementation of service management processes, resulting in ISO certification (9001).
• Reporting to Manager Customer Service Wholesale Netherlands.

Materialise NV (Leuven, Belgium) 1998-1999
Materialise NV is a European innovative supplier of plastic prototype solutions and a worldwide leader in the rapid prototyping industry. Materialise NV offers a broad range of rapid prototyping, tooling and digital CAD software.

Account Manager Aug. ‘98- Sept. ‘99
Responsibilities/Tasks:
• Sales of rapid prototyping products and prototyping solutions for the Dutch market.
• Acquisition of new customers and representing Materialise at exhibitions and congresses.
• Yearly target and reporting to European Sales Director.

Education

Master of Science in Industrial Design Engineering 1991-1998
Delft University of Technology, The Netherlands: Faculty of Design, Engineering and Production
Major : Business Administration of Product Development
Main subjects : Business Administration, Industrial Organisations, Product Marketing, Consumer behaviour, Product development and Innovation

Languages

Dutch: Native
English: Very Good
German: Good

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