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Service manager, Project Manager

Work Experience

Sept. 2007 – Now
Project manager migration Desktop, ZeelandNet BV, Kamperland
Tasks: Make an inventory of the consequences of the possible migration from the ZeelandNet desktop and LAN to the standardized desktop and LAN of the mothercompany Delta Energy. The inventory should include the technical, financial and organizational consequences of the migration. Deliver in close cooperation with the supplier from the mothercompany an concept migrationplan.

Results:
A complete inventory of the technical environement, including desktops, user accounts, server environment all put thogether in a Configuration Database.
Introduction of a incident management database.
Concept migration plan
Report on financial consequences and organizational consequences.

Dec. 2006 – June 2007
Project manager for several projects, ING/NN, Rotterdam
Projectmanagement for the project organizing and describing the dedicated Service Desk for Nationale Nederlanden for applicational support.
Projectmanagement for describing the centralized application and functional support organisation.
Project management to create an advise and research the possibilities of centralizing the Authorisation management proces.

Results:
Describtion of the organisation of the Service Desk inc. new Incident management proces, procedures and operation instructions. Number and type of employees needed. Delivery of a communication plan
Delivered projectbriefs for the other projects and handed them over to execute to new project leaders.

Oct 2006- Dec. 2006
Service Manager/Management Consultant, T-systems Vianen
Act as Service Manager during quotation phase and represent the Service support organisation as far as possibilities for service, financial agreements en reporting services were concerned.
Developing standard Service Level agreements.

Assisting the management of the Service Management department in setting up a planning and control system for managing the workload, planning personnel capacity and getting the information from accountmanagers about possible new clients and services in order to forcast capacity issues.
Coaching of teamleaders who just started in the role of junior management.

2004 - sept. 2006
Business Unit manager service desk for the Ministry of Defence
· Higher Management function, responsibly for 100 + employees, information management internally the service desk defence, organisational institution and internal process descriptions of the processes whthin the service desk, incident management, change management and responsibly for quality.
· Budgetresponsibility for approx. 5 millions euro p.a.
· Promotion and marketing activities on behalf of DTO concerning the service desk defence · In consultation between customers and service the level management creating of SLA's both standard SLA's and a tailor-made SLA's.
· the independent drawing up of a tailor-made SLA's of non-ICT service.

Implemented projects:
· project LEADER removal and institution service desk defence to new location in Rijswijk;
· project LEADER replacement and extension call centre tbv service desk defence;
· centralise organisation from in sum 35 regional points to current service desk;
· develop new services and develop differentiation;
· ISO 9001:2000 certifications service desk defense
· Implement new services such as non-ict call centre activities, handeling of transportation requests, orders for military parcels, etc.

Results:
· reduction of cost price per call of > 50%
· Raise of productivity of employees of > 150%,
· winner service desk Award 2004
· design of the strategic position service desk defence
· ISO certification within 4 months with indication exceptionally good results
· implemented call center activities, change management and application management
within service desk defence
· Creating several conpetitive SLA's concerning tailor-made services.

2001 - 2004
Manager central helpdesk DTO
· Middle management function in central helpdesk organisation, responsibly for supervision of 25 employees.

Tasks and responsibilities:
· lead, send and coaching of emplyees;
· set up organisation structure;
· set up and structurize management team;
· Budget responsibility for helpdesk and the incident management process;
· Creation of SLA's with which Service Level Management can finilize contracts with customers

Implemented projects:
·project LEADER integration 15 helpdesken of royal dutch army into the central helpdesk of
DTO;
· creation and installation of complaint management, incl. personel and process description;
· project LEADER removal central helpdesk to other location in Maasland
· Project Leader benchmark helpdesk.

Results:
· successfully accomplished phased integration of the local helpdesks on time and within budget
· realised efficiency objectives and increase customer satisfaction
· design and implemented Complaint Management within DTO including process description
· Successful removal of people and resources to new location within budget and without
discontinuance in the service to internal and external customers
· Describing and implementation of the improvements according to the benchmark by
Gartner.
· Determining performance indicators to realise of the improvements such as cost reduction,
increase productivity and extension of service beside incident management.


1999 - 2001
Manager helpdesk Maasland, DTO
· Middle management function in local helpdesk, responsibly for supervision of 8 employees and implementation of ITIL incident management process.

Tasks and responsibilities:
· management and coachen of 8 emplyees;
· budget responsible for the department;
· responsible for the process incident management;
· in consultation between SLM establishment of standard SLA's.

Implemented projects:
· implementation of new registration tool for the Incident management process;
· project LEADER centralisation of 3 local helpdesks in central helpdesk Maasland;
· project LEADER replacement and implementation call centre application.

Results:
· successful implementation of service Center 2.1 including adaptation process incident management, training and training employees;
· incorporate successfully and with that reach of efficiency objectives within the time and available budget;
· implementation and institution call center facility;
· measurement methods and design application management of the call centre.

1996 - 1999
Service Level manager/relation manager, Ministry of Housing, Physical Planning and the Environment

Tasks and responsibilities:
· Design and implement standard Service Level Agreements within the ministry for preparation outsourcing ICT
· Projectmanagement for design and implementation new computer systems
· sets up communication route for customer relations.

1995 - 1996
Coordinator technical server management and communication, Ministry of Housing, physical planning and the environment

Tasks and responsibilities:
· planning activities for server administrators;
· realisation of the reduction of the number of servers used;
· coordinator customer communications;
· set up central computer system for registratio of computer systems in use, servers and capacity.

Achieved results:
· arrange central point for customers to request development of computer systems and available servers capacity;
· set up planning system

1993-1995, Ministry of Housing, Physical Planing and the Environment
Project Assistant for the International Ministerial conference concerning sustainable development and sanitation

Tasks and responsibilities:
· set up and arrange project secretariat;
· management of the secretariat with 2 employees;
· Single point of contact for foreign ministries and civil servants;
· coordination of subcontracters such as organisation offices, hotels and transport organisations for the conference


1992 – 1993, Ministry of Housing, Physical Planning and the Environment
Deputy head company secretariat/coordinator IT

Tasks and responsibilities:
· inventory tasks and manage IT resources for the head inspection environmental hygiene;
· management of the secretariats and filing department;
· provide support to management team of the head inspection;
· budgetary control;
· administrative organisation describe and adjusting procedures and work instructions concerning management.

1989 – 1992, Ministry of Housing, Physical Planning and the Environment
Project Assistant International Ministerial Conference on Climate Change

Tasks and responsibilities:
· set up and arrange project secretariat;
· management of the secretariat with 2 employees;
· Single point of Contact for foreign ministries and civil servants;
· coordination of subcontractors such as organisation offices, hotels and transport organisations for the conference

Education

Bach. Higher Management, Economics and Law
ITIL Service Manager
Basic IT education (Basic AMBI)
Several Budgetary courses
Middle Management course

Skills

Customer oriented, target and result-oriented, integrity, perseverance

Languages

Dutch, English

Other

Ellen is a sound and reliable person with a hands-on a work attitude. She wants to use her knowledge concerning customer services and service management to use to support and recommend improvements to companies concerning improving company processes.
She likes targeted and concrete tasks where cooperation, improvement of company processes on the interface of service and IT is at issue. Ellen is a customer-specific, result-oriented manager with eye for the human side. Integration and differentiation of services and products in order to gain advantages as big as possible in relation to efficiency is part of her expertise. This becomes clear among other things from the experience with setting up Shared service Center in which several services are offered, by means of multimediale chanals. Ellen has a pragmatical attitude and has good communicative skills at both strategic, tactical and operational level. She accomplishes to recommend measures for result that both management and employees support.
The perseverance of Ellen becomes clear from the fact that after her marriage, beside the raising of her son and a fulltime job, she completed her Higher General Secondary Education and has finished several other courses and training successful successfully.

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