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Program/Transition/Service Delivery Manager

Program/Transition/Service Delivery Manager

Work Experience

Professional Experience
NCR CORPORATION, Amsterdam
2005-present Senior Service Manager for Ahold
•Managing the IT Service Delivery and Support Organization that is responsible for the In-store IT Infrastructure of more than 1850 Retail Stores in the Netherlands and Belgium.
•Coaching and directly managing 30 resources, ensuring accurate budget and headcount management (+/-1.5% variances), daily operations (green OLAs and SLAs), and prompt resolution of issues.
•Leading a team of highly skilled professional services resources (8 resources) that own and manage the supporting IT infrastructure; providing technical project management, consultancy, innovation, and software development.
•Successfully deployed an ISO20K-1 complied Service Management System supported by its staff maturity introducing new Processes, Policies, Work Instructions, KPIs and OPIs
•Instrumental in formulating company vision and strategies to achieve contract renewals.
•Worked on customer premises managing customer resources transitioning to NCR during the first year of the Managed Services Contact.
2004-2005 EMEA Change Manager for Managed Services
•Successfully deployed and managed the Change Management Process that got indorsed by NCR Corporate to Global Standard reducing operating costs, increasing cross margins, and created additional revenue.
•Brought a lot of structure to existing and new accounts to successfully manage change.
2002-2004 EMEA Business Operations Manager for Customer Care Centers
•Provided financial and accounting support to the EMEA Customer Care Centers Operations with an annual budget of approx $67 Mio and a workforce of 727 FTEs in more than 17 countries.
•Successfully built, managed, and supervised regional back office team (12 FTEs in the UK and NL) to support the corporate strategy and vision.
•Managed and delivered corporate quality metrics reports and analyses i.e. KPIs, SLAs per accounts, Remote Resolution Rates, Cost per Incident, Resource Capacity Management
•Managed the Opportunity Management and Bid Review Process providing costing to bid P&L; insured service capabilities are included in final offering.
•Assisted in the transition of professionals from NL to new regional UK Center.
2001-2002 EMEA ATM Channel Management Operations Manager for CCC
•Run the day-to-day operations, supervising and coaching 50 Service Desk Professionals in six service centers throughout Europe and Middle East.
•Built bottom up P&L for all ATM Customer Support Centers that led to Outlook/Budget Approvals.
•Supported the ATM Channel management standardization and centralization of the operational units including the successful migration of the IT infrastructure.
•Led and managed new customer implementations/transition projects into service delivery operational units.


2001 EMEA Operations Manager/interim for Outsourcing Solution Division
•Run the day-to-day operational unit, supervising the main Service Desk Operations Center (45 FTEs) in Amsterdam including regional IMAC Onsite Technical Support Teams.
2000-2001 EMEA Project Manager for Outsourcing Solution Division
•Defined a set of standard project plans including list of tasks/Gant Charts leading to the successful, timely, and cost effective implementation of accounts.
•Successfully project managed prestige’s accounts like BMW Financial Services, SHV Holding/Primagas, and a number of German Banks.
1998-2000 EMEA Implementation/Y2K Project Manager for Managed Services
•Responsible for the EMEA Area Readiness to Deliver and Support Process (ARDS) for New Equipment Implementations insuring on-time service delivery capacities from taking the first support call to dispatching the Field Engineer with the right parts.
•Insured new Customer Implementations are managed and transitioned into existing service deliver operational units with the right skill sets.
•Facilitated and successfully managed EMEA Y2K War Room and 7/24 teams

1996-1997 SENGHONG BV/POETO BV, Voorhout
Product Manager and Partner
Industry: Manufacturing and Distribution of Apparel
•Oversaw overseas production insuring quality standards are met in China, India, and Turkey.
•Sourcing Production Partners by attending International Trade Shows in Hong Kong, France, Germany.

1992-1995 RIED GMBH, Kelheim, Germany
CE NLB Sales and Marketing Manager
Industry: Manufacturing and Distribution of Apparel
•Monitored sales/marketing budgets and increased sales of whole and production operations, closing many difficult sales by effectively overcoming objectives.
•Established high effective relationships with potential clients at all levels, from support staff to management; developed strong patterns of repeat sales and client loyalty; providing accurate and honest product information, and helped assessing client’s needs.

1988-1992 Previous relevant experience
Sales Director, C&R LOO, INC/AC FISCHER GMBH, Richmond, California
Sales & Marking Manager, C&R LOO, INC, Richmond, California
Sales Representative, C&R LOO, INC, Richmond, California

Education

Master Degree, Project Management, The George Washington University, DC
MBA, International Business, University of California Berkeley and Saint Mary’s College
Fachhochschule Reutlingen, Germany, Textile Technology and Management
California College of Arts, Glass
ISO 20000 Professional: Management and Improvement of ITSM Processes (IS20PMI)
Executive Lean Six Sigma Belt and Six Sigma Black Belt
ITIL Foundation

Skills

•Support/Customer Services
•Administration/Operations
•People –Leadership/Management
•Project Management
•Sales/Marketing
•Problem Solving


Languages

English, German, Dutch

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