transformation manager / process efficiency / audit / ITIL / ERP

Location: Linde, Belgium

As interim manager I'm hired by small & medium organisations, multinationals in Europa to temporary support projects on the edge of business and/or IT.

My services/roles:
- Set-up the blueprint to implement strategic improvements at CxO-level to improve business processes and increase Customer satisfaction
- Company alignment of business processes to reduce costs
- Implementation of several frameworks (ITIL/ITSM, ERP, CRM, PMO, PSO, methodologies, Q&A), process alignment
- End to end implementation of solutions (IT & non-IT) , sparring partner between solution providers & customer
- Day to day responsible for operational management (take over the roles of internal managers) and provide business continuity, managed services
- Project/change/line/practice management, customer - supplier en IT service delivery management

Benefits:
- Reduction of CAPEX & OPEX, improvement of EBITDA
- Reorganisation, restructuring
- Increasing Customer satisfaction

levels:

1) strategical (mid & long term advisory, audits, governance, project - change - program management)

2) tactical (short term interventions, such as optimisation of ITSM/ITIL service management, sourcing models, ABC or lean management)

3) operational level (service delivery, project management, daily practice management)

languages : Dutch/French/English/German/starting with others

type of profile: hands-on, pragmatic, "do-er", visionary

Roles / responsibilities:

Change management to support strategic implementations as organisation design, business readiness for new challenges
Management over personnel, financials, budget and risks assigned to project & program from development, maintenance, offshore, 3rd party vendors
Audit, implementation till roll-out of projects (CRM, ERP, ITIL, Quality & Improvement, Project Portfolio Management, Financial breakdown)
Conducting company merges, globalisation, key stakeholder management, integration, transformation, alignment, centralisation, downsizing, in- & outsourcing.
Give training of project methodologies to large audience (Prince2, BPM, UML)

Age:

51 years

Work experience

32 years in employment in full time jobs

Previous jobs

2010 -	service delivery manager / FMCG
Service delivery management, coordination between IT-management, business (stores in Belgium) and a solution providers using a sourcing model. ITSM process improvement. Project & change management (business) for stakeholders management, requirements collection, set-up project-file, costing & roadmap for implementation of new product channels & enhancements in the stores.
2009 -	business transformation / change manager
Audit of the business processes for the supply chain of silo's for the food industry. Coach to implement lean management, ERP programme set-up, roadmap, BID management preparation, implementation & transition plan, change management with stakeholders. Result: Blue print, change management & communication plan
2009 - 2010	process improvement service management / audit
Audit, FMEA of service management processes / customer service desk, workplace solutions. Result: implementation of short & long term improvements, set-up communication plan to address the roadmap for change towards a lean sourcing model.
2008 - 2009	business process change manager
Alignment of the operational management of the data centers in Belgium, Germany & France for processes, organisation, information exchange, tooling, KPI. Optimisation of customer service and ITSM processes Result: cost reduction in 3 countries, globalisation of the service delivery.
2008 - 2008	IT transformation � merge of CRM legacy
Transform and merge the infrastructure of Fortis & ABN Amro at corporate level toreduce the financial exploitation of both legacy infrastructure. Develop and implement a Common Sales & Transaction Portal (CRM / Siebel layer) for Commercial and Merchant Banking accessible through a Single point of Access to improve sales & services at all affiliates and enable cross-selling.
2008 - 2008	Datacenter transformation - merge of sub companies
End to end transformation of 2 data centers (IVR Avaya, customer service desk, ICT solutions) into a new common environment with stakeholders & suppliers. Project governance (IT & Business transformation). Mapping new infrastructure & IVR topology onto a new target operating model for business to business & business to customer sales channels. Result: cost reduction to exploit selling of insurances.
2007 - 2007	Implementation of output management
Definition and roadmap preparation to implement document / output management (create, generate, distribute) with ISIS Papyrus
2007 - 2007	FMCG / SAP change mngt
Transformation of 5 int'l logistic centres into 1 multi division and multi country HUB
2006 - 2007	Process improvement, ITIL
End to end implementation of IT shared service desk / ITIL service management at data centers in Belgium, Luxemburg & Netherlands. Set-up and governance of change & communication plan with key management, determination of the quality service levels for the service desks and programme KSF to achieve based upon an"Active Based Cost" concept. Result: cost reduction in 3 countries, deployment of a shared service delivery with localisation.
2006 - 2006	ITIL audit
Audit of the service management processes of data center of Media Markt / Saturn (FMCG). Result: determination of the root cause of issues, set-up of an improvement plan
2006 - 2006	Blueprinting ERP frameworks; SAP
implementation of a SAP ERP solution, change management by means of streamlining information exchange for procurement, logistics, material management, distribution, financial budgeting Result: ERP blueprint, organisation aligned according uniform processes & tooling
2005 - 2006	ERP practice management
� Determining vision, procurement, mission, strategies / objectives, staffing, business planning of the practice, chestra framework � Profit & loss responsibilities
2005 - 2005	Process improvement,ITIL
professional services Implementation of ITIL-processes for hand-over of the monitoring activities with an outsourcing company
2004 - 2005	Process improvement, SAP/ITIL
Transition of the static SLA (paper procedure) towards a dynamic and integrated service delivery using mySAP ERP solution as ITSM tooling
2004 - 2005	Application Management Services ERP
Service delivery manager for implementation of changes Bridgehead between the customers in Europe and resolver groups of IBM in India
2004 - 2004	transformation of a back- & frontoffice
Empower the strategic implementation of a full blown front- & back office for consumercredit solution in order to improve time-to-market Vendor selection step (RFI / RFP / Contract Mngt)
2004 - 2004	Process improvement, change management
Improve Data Ware House projects Implementation of a quality management framework (CMM) Give training: RUP / UML / Prince2
2003 - 2004	ERP / CRM process alignment
Strategic program preparation of CRM implementation (business) for all departments Marketing & Sales, Finance & Accountancy, Logistics & Operations Establishing of a proof of concept "how to implement CRM cross companywide"
2002 - 2002	Implementation of credit card applications
Program management to implement the "Self Banking" and Credit Card (proton) protocols optimisation of the layer of financial institutions
1981 - 2000	Technical responsibilities
� Design of the automotive SCM framework with SAP between France & Japan � Transition from a paper model to an electronic flux (CareNet) between the hospitals and the social security to permit electronic validation of viability of service � Implementation of subsets of CMM: improvement of project development by means of iterative methodologies, RUP, COBIT � Audit, selection and implementation of case-tool (data & infra) � Implementation of an accountancy system to support the financial flow between the agriculture and the government using the Chestra approach � Implementation of SAP SCM automotive at all Point Of Sales in Europe � Several audits, implementations, transformations, migrations (infrastructure, databases, workflow)

Education

1979 - 1981

Graduaat IT

thesis 1:

automatisering budget opmaak voor Stad Oostende voor alle afdelingen Groendienst, Politie, Brandweer, Scholen
automatisering loonadministratie

thesis 2:�

programeertalen mainframe + databases (hi�rarchisch en netwerk)
IMS, IDMS

thesis 3:

automatisering schooladministratie(aanwezigheden, examens, statistieken)

Skills

Skill	Experience	Level	Last used
ERP	10 years professional 5 years educational 2 years spare time	3 of 5	2005
project management PRINCE2	10 years professional	5 of 5	2012
ITIL service management	8 years professional	5 of 5	2012
interim management	8 years professional	4 of 5	2012
business process management (BPM)	8 years professional	5 of 5	2012
change management	7 years professional	4 of 5	2012
Value Stream Maping (VSM / BPR)	6 years professional	4 of 5	2006
service delivery management (SDM)	5 years professional	4 of 5	2012
lean management	4 years professional	3 of 5	2006

1 = Lowest level, 5 = Highest level

Language Skills

Language	Oral	Written
Dutch (First language)	5 of 5	5 of 5
English	4 of 5	4 of 5
French	4 of 5	4 of 5
German	3 of 5	2 of 5

Job Type wishes

(chosen marked with Checkmark )

Full time

Part time

Contract/Project/Freelance

Job Category wishes

(chosen marked with Checkmark )

Implementation/Consultant
- ERP In General
- IT Strategy
- ITIL / Service Management
- IT audits
Management
- IT Manager
- Team Manager
- Consultant Manager
Project Management
- Business Intelligence / Data Warehouse
- ERP in General
- Microsoft Dynamics AX / NAV (Axapta, Financials, etc.)
- Other Project Management Positions
- SAP
- Software- & Web development
- Test / QA
Senior Management
- Other Top Management
Test/Quality Assurance
- Quality Assurance / QA

Job Location wishes

(chosen marked with Checkmark )

Europe
- Germany
- Rest of Europe
- Belgium
- Luxembourg (Grand-Duchy)

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