Project & Service Manager, Change Manager, Configuration

ING

Function: Project Manager Infrastructure

Mission:

Date: starting 01/07/2010 till 01/04/2011

Business domain: Bank, International cash &
payments, Commercial banking, Wholesale, Insurance, Lease

Technologies :
Workplace Services
& outsourcing, Mainframe Unisys, Wintel, SUN, AIX, Storage, Database,
Achieving, Security & Firewall, Middleware, Cabling, LAN & WAN, Wireless,

Roles, tasks
& responsibilities:

• Managing projects end2end (Prestart Up & Mandate; Start-up
  & Brief; Initiation a PID/PMP, Execution & transition, closure)

• Project Capacity & Resource Management

• Financial Management (Cost & Budget) 100k? > 1.000k?

• Change & Release Management

• Project Management alignment with Application &
  Business

• LCM Projects (Life Cycle Management)

• Cross border Project Management

• Managing several projects in parallel

• International Projects (Europe)
  

Scope :

Managing Infrastructure projects based on Business and IT application
related requirements (Migrations, decommissioning, deployments on different
infra technologies & platforms). Infra Projects managed in cooperation with
IT application Projects starting from Business, Application & Infra Architecture
level.

ING

Function: Service Level Manager

Mission:   Date: from 01/07/2010 till 30/10/2010

Temporally enforce operations workload before reorganisation

Business domain: Bank, International cash & payments,
credits

Scope :
Roles, tasks & responsibilities:

• Responsibility
  for International Customers Cash & Payments

• OLA
  & SLA: create, define, optimize, coordinate, manage

• Optimize
  & manage Reporting (Services & financials)

• Contract
  & Financial Management

• Escalation
  owner for Incident, Problem & Change Management

• Project:
  Outsourced services for Structured Mail & Scan Service

o    Consultancy for SLAbetween ING business & external Service Provider

o    Define service KPI's, measurement tools
& reporting

• SIA (Service
  Impact Analyses) for several projects (operational changes)

• Change,
  Release, Configuration Management

Ascom: (from 01/10/2009 till 30/05/2010-
permanent employee)

• Function: Manager
  Project Management & Team lead operations

• Used methodologies: ITIL, Prince2

• Technologies: Wireless networking & security
  solutions

• Scope: Roles, tasks & responsibilities: permanent missions

• People Management

• Optimising and standardisation of
  Operations Services (Service desk, operations)

o   Analyses of existing services, redefine services for
Service Desk & Operations

o   Define, implement & managing processes &
procedures

o   Operations Management

o   Defining template for operations services (CMDB,
technical customer knowledge database)

o   Implement quality of services (KPI measurements and
customer satisfaction)

o   Define management reporting

• Optimising and standardisation of
  Project Management

o   Define & implement project management Prince2
methodology (best practice)

o   Define, implement & managing internal processes
for managing projects (offers, ordering takes, validation & quality
process, scope of work, responsibilities, quality & improvement processes.

• Project Management (large projects)

• Financial budget, forecast, P&L

• Resource planning & management

NextiraOne: permanent employee

Function: Service & Project Manager for large and strategic customers

Used methodologies: ITIL, Price2, PMI

Technologies: Networking & security integration

Projects & missions: (Role, scope  & responsibilities), permanent missions

Customer: NextiraOne > Service Consultant

Severity: High visibility

Scope, Roles, tasks & responsibilities: Optimising and standardisation of internal and external Services for customers

• Define, setup & implement Service Portfolio based on customer service contracts
• Analyses of existing services and defining proposals
• Analyses of ITSM tools for Service operations and reporting (measurements)
• Analyses of Monitoring tools and services(fault-performance-capacity)
• Redefine existing and define new processes, procedures for Service Desk, incident & problem management, change management, Configuration management (Assets, CI, releases, CMDB), Performance and capacity Management, Continuity Management
• Define, setup, implement and Operations knowledge Databases(technical,   processes, procedures)
• Define standard reporting (SLA)
• Define & implement standard operations manual (OPSMAN), customer based
• Define & implement standard Service Level Agreement & Operations agreement
• Define and implement RFC (request for change) template (Change Management)

Customer: VRT (media) Vlaamse Radio & Televisie > Project & Service Manager

Severity: High visibility, business critical and high risk environment

Technologies: LAN backbone & access networking

Scope, Roles, tasks & responsibilities:

1/ Managing Operations Services/Service Delivery Management/Service Level Management

• Service Improvement Projects/Continuity Management/Life Cycle Management
• (Service audit & optimizing services,  redefine processes, procedures for Service Desk, incident & problem management, change management, Configuration management (Assets, CI, releases, CMDB), Performance and capacity Management
• Define, setup, implement and managing Operations knowledge Databases(technical, processes, procedures)
• Operations Management
• Setup, define and managing KPI/SLA/OLA (Service Level Management),
• Redefine reporting (SLA Management, Technical), included services & technical analyses with optimised proposals
• Train & Coaching operation peoples (People Management)
• Risk Management
• Incident & Problem Management (Service Desk, Monitoring)
• Performance & Capacity Management
• Change Management
• Problem Management
• Release Management (life cycle)
• Configuration  Management
• Continuity Management
• Presales & consultancy for Managed Services
• Contract Management (ROI, P&L, Budget, reporting)

2/ Project Management for large and complex Projects

LAN Backbone and access network migrations, rollouts

• Define project scope/ statement of work/ analysis for "as-is and to-be"
• Define and implement POC (prove of concept) projects
• Risk Management
• Define rollback (fallback) scenario
• Define project roles, tasks & responsibilities (alignment with other ICT partners)
• Define communication flow to inform daily operations during project life cycle
• Define & implement POC & project rollout
• Kickoff & project follow up meetings (all partners in scope of the project)
• Define project planning included milestones & deadlines, business downtimes, planned maintenance without Business & operational impact, project changes
• Define & implement "transition & transformations" for business & service operations
• Define & execution of project acceptance test plan
• Project financial management (P&L)

Customer: BIAC (The Brussels Airport Company)

Severity: High visibility, business critical and high risk environment

Technologies: LAN backbone & access networking

Scope, Roles, tasks & responsibilities: Project & Service Manager

1/ Managing Operations Services/Service Delivery Management/Service Level Management

• Service Improvement Projects/Continuity Management/Life Cycle Management
• (Service audit & optimizing services,  redefine processes, procedures for Service Desk, incident & problem management, change management, Configuration management (Assets, CI, releases, CMDB), Performance and capacity Management
• Define, setup, implement and managing Operations knowledge Databases(technical,   processes, procedures)
• Operations Management
• Setup, define and managing KPI/SLA/OLA (Service Level Management),
• Redefine reporting (SLA Management, Technical), included services & technical analyses with optimised proposals
• Train & Coaching operation peoples (People Management)
• Risk Management
• Incident & Problem Management (Service Desk, Monitoring)
• Performance & Capacity Management
• Change Management
• Problem Management
• Release Management (life cycle)
• Configuration  Management
• Continuity Management
• Presales & consultancy for Managed Services
• Contract Management (ROI, P&L, Budget, reporting)

2/ Project Management for large and complex Projects

• LAN Backbone and access network migrations, rollouts
• Define project scope/ statement of work/ analysis for "as-is and to-be"
• Define and implement POC (prove of concept) projects
• Risk Management
• Define rollback (fallback) scenario
• Define project roles, tasks & responsibilities (alignment with other ICT partners)
• Define communication flow to inform daily operations during project life cycle
• Define & implement POC & project rollout
• Kickoff & project follow up meetings (all partners in scope of the project)
• Define project planning included milestones & deadlines, business downtimes, planned maintenance without business & operational impact, project changes
• Define & implement "transition & transformations" for business & service operations
• Define & execution of project acceptance test plan
• Project financial management (P&L)

Customer: KBC bank (Belgium)

Severity: High visibility, business critical

Technologies: LAN backbone & access networking

Scope, Roles, tasks & responsibilities: Project & Service Manager

1/Managing Operations Services/Service Delivery Management/Service Level Management

• Service Improvement Projects/Continuity Management/Life Cycle Management
• (Service audit & optimizing services,  redefine processes, procedures for Service Desk, incident & problem management, change management, Configuration management (Assets, CI, releases, CMDB), Performance and capacity Management
• Define, setup, implement and managing Operations knowledge Databases(technical,   processes, procedures)
• Operations Management
• Setup, define and managing KPI/SLA/OLA (Service Level Management),
• Redefine reporting (SLA Management, Technical), included services & technical analyses with optimised proposals
• Train & Coaching operation peoples (People Management)
• Risk Management
• Incident & Problem Management (Service Desk, Monitoring)
• Performance & Capacity Management
• Change Management
• Problem Management
• Release Management (life cycle)
• Configuration  Management
• Continuity Management
• Presales & consultancy for Managed Services
• Contract Management (ROI, P&L, Budget, reporting)

2/Project Management for large and complex Projects

• LAN Backbone and access network migrations, rollouts
• Define project scope/ statement of work/ analysis for "as-is and to-be"
• Define and implement POC (prove of concept) projects
• Risk Management
• Define rollback (fallback) scenario
• Define project roles, tasks & responsibilities (alignment with other ICT partners)
• Define communication flow to inform daily operations during project life cycle
• Define & implement POC & project rollout
• Kickoff & project follow up meetings (all partners in scope of the project)
• Define project planning included milestones & deadlines, business downtimes, planned maintenance without business & operational impact, project changes
• Define & implement "transition & transformations" for business & service operations
• Define & execution of project acceptance test plan
• Project financial management (P&L)

Customer: KBC International (World wide)

Severity: High visibility, business critical, High availability

Technologies: Unified Communication networking (lan/wan/security) - MPLS & ISP

Scope, Roles, tasks & responsibilities: Project & Service Manager

1/ Managing Operations Services/Service Delivery Management/Service Level Management

• Service Improvement Projects/Continuity Management/Life Cycle Management
• (Service audit & optimizing services,  redefine processes, procedures for Service Desk, incident & problem management, change management, Configuration management (Assets, CI, releases, CMDB), Performance and capacity Management
• Define, setup, implement and managing Operations knowledge Databases(technical,   processes, procedures)
• Redefine reporting (SLA/OLA/KPI Management, Technical), included services & technical analyses with optimised proposals
• Analyses of KBC ITSM tools for optimizing and integration with NextiraOne tools
• Analyses of Monitoring tools (fault-performance-capacity)
• Define and implement RFC (request for change) template (Change Management)
• Operations Management
• Train & Coaching operation peoples (People Management)
• Risk Management
• Incident & Problem Management (Service Desk, Monitoring)
• Performance & Capacity Management
• Change Management
• Problem Management
• Release Management (life cycle)
• Configuration  Management
• Continuity Management
• Presales & consultancy for Managed Services
• Contract Management (ROI, P&L, Budget, reporting)

Getronics: (from 01/01/2004 till 30/04/2007- permanent employee)

Function: Service & Project Manager, Presales consultant for large and strategic customers

Used methodologies: ITIL, Price2, PMI

Technologies: ICT infrastructure

Projects & missions: (Role, scope  & responsibilities), permanent missions

Customer: Record Bank

Severity: High visibility, business critical

Technologies: ICT INFRASTRUCTURE & Business applications

Scope: ICT outsourced Managed Services & Project Management

Implement new and standardized ICT infrastructure for all branches in Belgium

Implement new and standardized ICT Service Delivery for all branches in Belgium and migrated with existing and changed Services (ING)

New ICT strategy and consortium partnership of Record Bank

Getronics (primary partner consortium)

• SPOC User Service Desk for Record branches (1st, 2nd & 3rd line)
• Desktops, Servers, Security, Hardware, software, network & security applications
• Cabling infra
• Service tool application, monitoring services & applications

Belgacom-Telindus: WAN networking for branches

HP: (datacenter with central network security and high availability)

Record Bank: Service desk for business applications (callatay wauters)

Roles, tasks & responsibilities: Multi functional management role

 1/ Service Consultant (ICT processes aligned to Business)

Service Delivery Manager

• Analyses of existing services "as is" and define "to be"
• Define, setup & implement Service Portfolio
• Analyses of ITSM tools for Service operations and reporting (measurements)
• Redefine existing and define new processes, procedures for SPOC User Service Desk, incident & problem management, change management, Configuration management (Assets, CI, releases, CMDB), Performance and capacity Management, Continuity Management
• Define, setup, implement and Operations knowledge Databases(technical,   processes, procedures)
• Define & implement monitoring services (network, servers)
• Define and implement KPI/SLA/OLA (Service Level Management, Operations agreement)
• Define and implement RFC (request for change) template (Change Management)
• Managing Operations Services/Service Delivery Management/Service Level Management
• Operations Management (included steering committee)
• Reporting (Steering, SLA/OLA Management, Technical operations),
• Service desk, Incident, Problem Management
• Change Management
• Configuration & Release Management
• Presales & consultancy for Managed Services
• Contract Management (ROI, P&L, Budget, reporting)
• Vendor & partner Management

2/ Program/Project Management  (ICT Infrastructure branches)

• Managing ICT infra projects for +/- 700 branches (Getronics/HP/Belgacom-Telindus/RB)
• Define and implement POC (prove of concept) projects
• Define project rollouts for scope/ statement of work/ analysis for "as-is and to-be"
• Risk Management
• Define rollback (fallback) scenario
• Define project roles, tasks & responsibilities (alignment with other ICT partners)
• Define communication flow to inform daily operations during project life cycle
• Define & implement POC & project rollout
• Kickoff & project follow up meetings (all partners in scope of the project)
• Define project planning (Gantt chart) included milestones & deadlines, business downtimes, planned maintenance without business & operational impact, project changes
• Define & implement "transition & transformations" for business & service operations
• Define & execution of project acceptance test plan
• Project financial management (P&L) of consortium  

Customer: ING BELUX

Severity: High visibility, business critical

Technologies: LAN/WAN/SECURITY NETWORKING

Scope, Roles, tasks & responsibilities:

1/ Managing Operations Services/Service Delivery Management/Service Level Management

• Service Improvement Projects/Continuity Management/Life Cycle Management
• (Service audit & optimizing services,  redefine processes, procedures for Service Desk, incident & problem management, change management, Configuration management (Assets, CI, releases, CMDB), Performance and capacity Management
• Define, setup, implement and managing Operations knowledge Databases(technical,   processes, procedures)
• Operations Management
• Setup, define and managing KPI/SLA/OLA (Service Level Management),
• Reporting (SLA Management, Technical operations), included services & technical analyses with optimised proposals
• Train & Coaching operation peoples (People Management)
• Risk Management
• Change Management
• Problem Management
• Release Management
• Presales & consultancy for Managed Services
• Contract Management (ROI, P&L, Budget, reporting)
• Presales & Consultancy for Managed Services

2/ Project Management for large and complex Projects

• Several Firewall upgrades & rollouts, migrations (life cycle)
• Several LAN Backbone and access network migrations, rollouts
• Define project scope/ statement of work/ analysis for "as-is and to-be"
• Risk Management
• Define rollback (fallback) scenario
• Define project roles, tasks & responsibilities (alignment with other ICT partners)
• Define communication flow to inform daily operations during project life cycle
• Define & implement POC & project rollout
• Kickoff & project follow up meetings (all partners in scope of the project)
• Define project planning included milestones & deadlines, business downtimes, planned maintenance without business & operational impact, project changes
• Define & implement "transition & transformations" for business & service operations
• Define & execution of project acceptance test plan
• Project financial management (P&L)

Customer: ING (South West Europe) International environment

Severity: High visibility, business critical

Technologies: ICT INFRASTRUCTURE

Scope, Roles, tasks & responsibilities:

1/ Service Consultant (ICT processes aligned to Business)

• Alignment Services (Europe) to ING Belgium (SPOC) and define European Service Delivery (Service Improvement /Continuity Management/Life Cycle Management)
• Define, setup & implement Service Portfolio
• Analyses of ITSM tools for Service operations and reporting (measurements)
• Redefine existing and define new processes, procedures for Service Desk, incident & problem management, change management, Configuration management (Assets, CI, releases, CMDB), Performance and capacity Management, Continuity Management
• Define, setup, implement and Operations knowledge Databases(technical,   processes, procedures)
• Define and implement KPI/SLA/OLA (Service Level Management, Operations agreement)
• Define and implement RFC (request for change) template (Change Management)
• Managing Operations Services/Service Delivery Management/Service Level Management
• Operations Management
• Reporting (SLA/OLA Management, Technical operations), included services & technical analyses with optimised proposals
• Service desk, Incident, Problem Management
• Change Management
• Configuration & Release Management
• Presales & consultancy for Managed Services
• Contract Management (ROI, P&L, Budget, reporting)

2/ Project Management for large and complex Projects (ICT Infrastructure of European branches)

• Define project scope/ statement of work/ analysis for "as-is and to-be"
• Risk Management
• Define rollback (fallback) scenario
• Define project roles, tasks & responsibilities (alignment with other ICT partners)
• Define communication flow to inform daily operations during project life cycle
• Define & implement POC & project rollout
• Kickoff & project follow up meetings (all partners in scope of the project)
• Define project planning included milestones & deadlines, business downtimes, planned maintenance without business & operational impact, project changes
• Define & implement "transition & transformations" for business & service operations
• Define & execution of project acceptance test plan
• Project financial management (P&L)

Customer: Delta Loyd Bank (Belgium)

Severity: High visibility, business critical

Technologies: ICT INFRASTRUCTURE (head offices and branches)

Scope, Roles, tasks & responsibilities:

  Service Delivery Manager/Service Consultant (ICT processes aligned to Business)

• Define, setup & implement Service Portfolio
• Analyses of ITSM tools for Service operations and reporting (measurements)
• Redefine existing and define new processes, procedures for Service Desk, incident & problem management, change management, Configuration management (Assets, CI, releases, CMDB), Performance and capacity Management, Continuity Management
• Define, setup, implement and Operations knowledge Databases(technical,   processes, procedures)
• Define and implement KPI/SLA/OLA (Service Level Management, Operations agreement)
• Define reporting (SLA), Define ICT score card (KPI)
• Define and implement RFC (request for change) template (Change Management)
• Managing Operations Services/Service Delivery Management/Service Level Management
• Operations Management
• Reporting (SLA/OLA Management, Technical operations), included services & technical analyses with optimised proposals
• Service desk, Incident, Problem Management
• Change Management
• Configuration & Release Management
• Presales & consultancy for Managed Services
• Contract Management (ROI, P&L, Budget, reporting)

Customer: Van Genechten Packaging/Imas international environment

Severity: High visibility, business critical

Technologies: ICT infrastructure

Scope, Roles, tasks & responsibilities:

1/ Managing Operations Services/Service Delivery Management/Service Level Management

• Service Improvement Projects/Continuity Management/Life Cycle Management
• (Service audit & optimizing services,  redefine processes, procedures for Service Desk, incident & problem management, change management, Configuration management (Assets, CI, releases, CMDB), Performance and capacity Management
• Define, setup, implement and managing Operations knowledge Databases(technical,   processes, procedures)
• Operations Management
• Setup, define and managing KPI/SLA/OLA (Service Level Management),
• Reporting (Steering, SLA Management, Technical), included analyses of services and technical aspects with proposals (optimisation & solutions)
• Train & Coaching operation peoples (People Management)
• Risk Management
• Change Management
• Problem Management
• Release Management
• Presales & consultancy for Managed Services
• Contract Management (ROI, P&L, Budget, reporting)

2/ Project Management for large and complex Projects

• European branches
• Migration, implementation, rollouts (shared ICT infrastructure
• WAN/LAN networks (MPLS/ISP) for data, voice (IPTEL/VoiP) & video
• WiFi voice & data (complex production environnent)
• Video conference projects (Europe)
• Desktop & server environment, datacenters
• Security (firewall)
• Cabling infra

• Define project scope/ statement of work
• Risk Management
• Define rollback (fallback) scenario
• Define project roles, tasks & responsibilities (alignment with other ICT partners)
• Define communication flow to inform daily operations during project life cycle
• Define & implement POC & project rollout
• Kickoff & project follow up meetings (all partners in scope of the project)
• Define project planning included milestones & deadlines, business downtimes, planned maintenance without business & operational impact, project changes
• Define & implement "transition & transformations" for business & service operations
• Define & execution of project acceptance test plan
• Project financial management (P&L)

Simac: (01/04/2001 - 31/12/2003- permanent employee)

Function: Service & Project Manager, Presales consultant

Used methodologies: ITIL, Price2, PMI

Technologies: ICT infrastructure

Projects & missions: (Role, scope  & responsibilities), permanent missions

Customer Swith/Biac (Brussels Airport): Outsourcing Managed Services contract

1/ Service Manager/Team Leader: responsible for outsourcing contract (LAN/WAN/cabling/Service desk/Monitoring services),

• Service Improvement Projects/Continuity Management/Life Cycle Management (Service audit & optimizing services,  redefine processes, procedures for Service Desk, incident & problem management, change management, Configuration management (Assets, CI, releases, CMDB), Performance and capacity Management
• Define, setup, implement and managing Operations knowledge Databases
• Operations Management
• Setup, define and managing KPI/SLA/OLA (Service Level Management),
• Reporting (SLA Management, Technical operations)
• Train & Coaching operation peoples (People Management)
• Service desk, Incident, Problem Management
• Change Management
• Problem Management
• Configuration & Release Management
• Presales & consultancy for Managed Services
• Contract Management (ROI, P&L, Budget, reporting)

2/ Project Management (medium & large, complex & risk business environment) migration, implementation & rollout projects

• Define project scope/ statement of work/ analysis for "as-is and to-be"
• Risk Management
• Define and implement POC (prove of concept) projects
• Define rollback (fallback) scenario
• Define project roles, tasks & responsibilities (alignment with other ICT partners)
• Define communication flow to inform daily operations during project life cycle
• Define & implement POC & project rollout
• Kickoff & project follow up meetings (all partners in scope of the project)
• Define project planning included milestones & deadlines, business downtimes, planned maintenance without business & operational impact, project changes
• Define & implement "transition & transformations" for business & service operations
• Define & execution of project acceptance test plan
• Project financial management (P&L)

3/Consultant for internal Simac Services & Operations "Improvement Projects" (optimizing Customer Service Delivery, standardizing services, define and implement templates)

4/ Presales & consultancy for Managed Services / RFP answers / Pricing & offers / Service Catalogue

5/ Vendor Management for Services

Service (level) Management with responsibilities for SLA Service Level Agreements, Helpdesk and remote maintenance, Controlling and supervision of Service processes throughout the IT organisation (internal and external), Project Management, Contract Management.

Project Coordinator (national & international)