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IT Manager, Service Manager. Change Manager, Business Analis

Work Experience

Own Company (), Nieuwegein, Netherlands • 2013 until present

Mainly focused on corporate organizations. Working on the area Project management, Program management, Service Operations and Business Analysis on Executive level.

Fulfilled a project manager’s position at the media company Telegraaf Media Groep (TMG).

Major Contributions:
• Inventoried product portfolio, company processes, IT Infrastructure and architecture and IT responsibilities within the companies HMC and Sky Radio Groep.
• Wrote per company 3 integration proposals to create one IT shared service center reducing IT cost by 10%.
• Wrote an implementation plan with timelines for the chosen solution.
• Defined proposals how to improve internal IT processes.


Library and Information Center, Nieuwegein, Netherlands • 2012 until present
The library of Nieuwegein has developed a whole new vision on the library work in the future. For the future they choose three main functions: • the local information centre • the Center for reading and writing • the Centre for art and culture. They offer B2C and B2B products.

Non-executive director Supervisory Board (lid RvT):
Monitoring realization of goal, policy, strategy, performance, results and risks. Also monitoring compliance with financial reporting and legislation, correction, internal risk management and control. Judgment of effectiveness, efficiency and integrity.


ABN AMRO, Amsterdam , Netherlands • 2007 - 2013
ABN AMRO serves retail, private and commercial banking customers in the Netherlands and across the globe. Along with a comprehensive range of products and services, they offer in-depth financial expertise, extensive knowledge of numerous sectors and an international network supporting their customers' domestic and international operations. ABN AMRO boasts a history reaching back 300 years.
ABN AMRO Group's organizational structure breaks down into client centers and support centers. IT was a department of the support centers.

Senior Service Delivery Manager Business Services (2009-2013):
Managed more than 80 business critical applications and all test and development environments of the bank. Responsible for availability, continuity, quality and budget for this scope. Responsible for change-, incident and problem management of all IT components of mentioned scope. Managing and directing outsourcing parties on SLA and judge service performance. Supply and judge management reports, submit proposals for improvements in contracts and processes and new services. Responsible for cost management, lead major incidents. First point of contact for business in case of major incidents. Value of portfolio millions. Worked with the departments finance, vendor management, procurement, IT Architects and business development. Supervised team of 3 project managers. Served as chairman to service management meetings with suppliers.
The job level of this position was vice president.

Major Contributions:
• Negotiated SLAs with internal and external parties.
• Submitted proposals to standardize product portfolio for telephony, infrastructure, software and test strategy to reduce TCO.
• Setup ITIL processes for Test, Acceptance and Pre-production environment.
• Setup separate change governance for Test, Acceptance and Pre-production environment during integration of Fortis bank and ABN Amro to assure high availability and healthy environments during the integration phase.
• Converted a usage policy for the test and development environment saving the company millions of Euros in a year in the future.
• Ran a Program Reduction Test Cost as program executive saving the company 9 million Euro in 1 year.
• Defined cost reports for the test and development environments and telephony to be able to steer on costs.
• Managed major crisis and taskforces.
• Stopped waste of IT capacity by motivating teams to think and act different.

Senior Business Analyst Datawarehousing (2007-2009):
Managed management reporting requests from the Business. Submitted feasibility assessments, business cases and impact analyses for these requests and formulated solutions therefore in liaison with designers, architects, developers and other stakeholders. Advocate the idea of working with one central datawarehouse within the organization and helped departments to move from their local datawarehouse to the central datawarehouse.


Major Contributions:
• Combined several datawarehouse services departments into one central datawarehouse department which set the model for whole ABN Amro.
• Defined business cases for several reporting requests of the business.
• Defined several solutions for management reporting requests.
• Changed team culture from “budget is not a problem” to “cost conscious”.
• Project manager for integrated reports of Fortis and ABN Amro.
• Project manager for identifying dependencies (Primary-Foreign Key) between all ABN Amro and Fortis banking systems for a smooth system integration.


HYPERION SOLUTIONS, Utrecht , Netherlands • 2006 -2007
Business performance management Software Company with products targeting the business intelligence and business performance management market. Bought by Oracle Corporation in 2007.

Senior Trainer/ Business Intelligence consultant:
Teacher of BI courses and BI consultant at customers advising them on improvement of processes and financial reporting.


GRAFISCH LYCEUM, Utrecht, Netherlands • 2006- 2006
A senior secondary vocational education organization with more than 2000 students.

Interim Project Manager:
Teamlead of 4 project managers to run several education projects.

Major Contributions:
• Changed team culture from wait and see to pro-active.
• Delivered required products within 4 months whereas the company wasn’t able to do so in a year.
• Handled complaints of students.


ORACLE CORPORATION • 1998 – 2005
A top 3 software vendor company worldwide specializing in complete, open and integrated business software and hardware systems with more than 370,000 customers including 100 of the Fortune 100 companies. Company is represented in more than 145 countries around the world.

Oracle Corporation: Oracle University Senior Product Manager (International position, 2001 – 2005):
Managed and directed all Oracle University departments throughout the world including employee readiness for new software release, finance, sales, services, marketing, IT and business development. Supervised team of 10 employees with a span of control of 80 employees and managed a P&L of $80M USD. Recruited and managed staff. Served as point of contact to local Delivery manager. Worked to re-organize product offer to more customer focused service and revenue increment. Approved project as part of revenue increment. Contributed to internal customer escalations to ensure customer satisfaction. Scope: Server language, Business Intelligence/Data Mining and Oracle Collaboration Suite.

Major Contributions:
• Developed new strategy for training paths for customers and improved training revenue growth by 12% per year.
• Stopped waste of building and offering courses with loss turning.
• Analyzed business cases for new training request from product development and country delivery managers.
• Chairman of global conference calls.
• Rolled out customer training on new software release as soon as a new software release came out.
• Setup processes to inform internal customers about status of projects; newsletters and internal tools.
• Defined standards for training infrastructure making sure performance and availability was high and cost low.


Oracle University Netherlands: Senior Trainer, Server Language Specialist, Deputy Cluster Manager, Sales Consultant (1998 – 2001):
Teacher of several server language and BI courses. Attend worldwide corporate meetings with country delegates and curriculum managers to discuss details of P&L, progress and quality of customer courses, utilization and readiness of trainers, budgets and all operational issues. Coach 15 trainers during absence of manager. Advise Education pre-sales consultant on product offers. Orchestrate Education pre-sales projects and advise on customer projects.

Major Contributions:
• Coached all new trainers on didactics and content.
• Project manager of rollout of standard corporate training within the Netherlands.
• Motivated Dutch team to adopt the corporate defined courses.
• Organized Dutch team to boost interaction, knowledge and team unity.
• Project manager of in-house customized training.
• Sold education packet of $1M USD, the highest deal in that year.

Career Note: Additional professional experience includes teacher of Mathematics on several high schools. Details on request.

Education

Master of Education (1995)
IVLOS, Utrecht, Netherlands

Master of Science: Applied Mathematics. Subsidiary subjects: Economics, micro and macro Economics (1993)
Rijksuniversiteit Utrecht, Utrecht, Netherlands

Skills

EXECUTIVE LEVEL MANAGEMENT:
Services and Operations Management

Passionate, results-driven, seasoned executive service leader with more than 20 years of experience positively impacting the corporate performance of various organizations through strategic and tactical operations management. Skillfully able to grow customers satisfaction, create and implement strict budgets, create strategic business plans, manage cost reduction, define company goals and develop service improvement plans to meet goals. Reputable for excellent customer relations, troubleshooting customer issues and ensuring a high level of customer satisfaction. Expertly able to build strong customer focus. Possesses experience integrating teams and departments, and changing company cultures in a multi country environment. Hands-on mentality.


AREAS OF EXPERTISE

Operating Infrastructure • Operational Performance Drivers • New Business Development • Budgeting It Costs • Employee Relations • Employee Recruiting/Training/Coaching • Policy & Procedure Implementation • Continuous Process Improvement • Executive Presentations/Demonstrations • Project & Program Management • Efficiency Improvement • International Software Training and Services • Change Management • Financial Management • Customer Service • Troubleshooting • Leadership • Oral & Written Communications in English and Dutch

Languages

Dutch and Englisch excellent.

Other

PROFESSIONAL DEVELOPMENT

Service Delivery Management • Advanced Financial Management • AVAYA • Consumer credits course • General training for banking • Various Negotiation Skills Courses • Various Organization/Personal Development Courses • Various Management Courses • Prince 2 • Scrum and Agile Project knowledge• ITIL knowledge • Business Intelligence and IT infrastructure knowledge • Cloud Computing • Oracle and Hyperion knowledge

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