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Interim Manager, Change & Operational Excellence

Interim Manager, Change & Operational Excellence

Work Experience

Progress Software
2006-2007Director Customer Services and Technical Support
2006-2007Managing 84 Million Euro EMEA renewal maintenance budget, responsible for order management and technical support. Re-organized a decentralized organisation into a consolidated EMEA share service centre. Main point for business escalations regarding customer issues regarding operations and product technical matters

IBM and Rational Software
2004-2005 Quality Assurance and Risk Management. Quality and Risk Consulting for Strategic Outsourcing, Application Management Services and Business Consultancy Services Projects. Risk analysis from proposal to delivery stage. Initiating and defining Statements of Work and SLA’s with actual delivery from Global Resources (India, China). Advising on operational improvement for troubled projects.
2001-2003 Senior Manager Rational European Technical Support and Premium Services. Managing Rational EMEA support (Schiphol, Kista Sweden and Toulouse France), participating in planning and roll out of Global Support strategies for Rational products. Being focal point of contact on escalations for major accounts. Defining in co-operation with the other IBM Software Brands premium services. Interfacing between Customer, Sales and Development in case of conflict of business interest due to limitations of products and design.
People Manager for 70-100 Level 2 and 3 Software Engineers and 4 Technical Support Managers, divided over 3 locations.

2000 Primax/Visioneer
Director Customer Services
Outsourced the Technical Support for scanners and other peripherals to Sykes.Rolled out SAP for order processing, SCM and Finance together with Finance Director.

1990-2000 CANON Europa NV
1995-2000 Manager Office Imaging and Consumer Products Support Department.
Technical Support Manager for Digital Office Imaging products and Solutions. Representing Canon Europa at ITU/CCITT and responsible for European and
CE marking for telecom equipment. Managing a team of 2nd level support engineers (Hardware and Software). Interfacing between Sales/Marketing and Development during product launches.
European co-ordinator project manager for Consumer Products Call Centres.
Re-design a distributed consumer products repair process into a EMEA supply chain process for exchanging defective products in logistic centres.
1994:Senior Support Engineer/Service Planner Service Business Planning. Plan launching of new office imaging products.
Managing on project base the introduction of new strategic products. Facilitating the ad hoc start-up teams and task-teams to transform into the existing local service organisation or find new service partners if necessary.
Auditing (process) service partners and local and/or overseas factories.

1990-1993:Support Engineer / Trainer, supporting facsimile products providing onsite product and service training to the European and Africa and Middle East marketing and service organisations. On a functional level being the interface between regional 2nd level technical support and Development in Japan.
Advise and technical consulting to local Service organisations on remote diagnostic and remote repair services for facsimiles and digital copiers as tool for Help-Desks.



Education

Grammar School: 1969-1976 Atheneum


Polytechnical:1986 Computertechnicus Dirksen
Basiselectronicus, Digitale Techniek, Datacommunicatie
1989 Programming in C Haagse Hogeschool te Den Haag

University: 1993 Bsc. Total Quality Management
1994 Msc. Total Quality Management
Hogeschool Enschede / Humberside
Dissertation: Proposal for Business Process Re-design/Re-engineering in a Technical Service Environment


Skills

Business and result driven people manager, with extensive international management experience in multi-national and multi cultural business environments.
Many years customer facing experience (with users, technology practitioners, Director and C-level management) in escalation management and conflict handling
Focal points of knowledge and business experience, ICT/Software Development Practises, Technical Services, Risk management, Outsourcing, Telecommunication and regulations, Quality Management,


Languages

Dutch(native), English(fluent), French (good), German(good)

Other

Courses & Certificates
-Programming in C,
-Rational Unified Process,
-Kepner Tregoe, Troubleshooting and Decision making,
-Presentation skills,
-Train the Trainer,
-Krauthammer, Management,
-HP process of Management,
-IBM Quality Assurance & Risk Management

General Computing literacy, functional usage
Windows, Word, Excel, Powerpoint, MS-Project,
Lotus Notes,
Linux, Apache, PHP, MySQL,
Rational, RPM, ClearCase, ClearQuest, Salesforce.com, Siebel, SAP


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