CV Service Level Mgr

• Provide and maintain a unified hierarchical approach to IT Operational Change and Release Management processes
• Chair the CAB and CCB process
• Operate in accordance with the established change management processes and procedures and ensure that those processes are followed by all parties for all changes (adherence to agreed change windows is key)
• Own and manage the release plans and coordinate/communicate with stakeholders and clients
• Lead and manage the Change and Release management team and other contributing resources
• Resolve breaches of change & release management processes
• Ensure all change requests are logged and authorised prior to implementation
• Own and manage QA reviews on authorised changes in order to achieve quality targets
• Maintain change procedure documentation
• Deliver change management training to delivery domains and external parties
• Identify and resolve incidents with individual changes, the change management tool and change management processes
• Implement the change management aspects of new services, taking part in business services delivery reviews and projects implementation
• Define the responsibilities of own team members, motivate team members, provide regular feedback and positive recognition
• Inform stakeholders of their responsibilities (what, who and when) and regularly remind them of the milestones
• Establish steering committees, track and report the progress to stakeholders using dashboard reports
• Interface with internal functions/external partners to ensure processes and initiatives are put in place to meet the service commitments and/or the agreed milestones of the deployment plan

• Advice ICT Outsourcing & architecture
• IT Operations (manage complete wintel infrastructure (storage/communications/security/.....)

• Redaction of technical manual for business users
• Within Service Transition, definition and process of unit testing and end to end testing
• Producing of test report.

• Within Service Operation(level 2 & 3), provide guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for customers (23 engineers)
• Continual services improvement (reduction of time to react)

Worldwide Strategic choices and orientation for Wintel OS platforms and any linked products

• Alignment Process Engineering (ITIL based)
• Tools and Methods standardization (ITIL based)
• Part-time outside Belgium

• Audit of organisation and proposal for reorganisation (18 people).
• Process optimisation, standardisation and automatisation (ITIL based).
• Team Leader for the 18 system Engineers
• Wintel based infrastructure
  • It Operations
    • Server Team
    • Client Team
    • Domino Infrastructure Team
    • Computer Associates Infrastructure Team (SD/Asset/Scheduling ... TNG framework)
  • Service Desk

• purchase house
• renovation

• Reorganization of Service Desk department.
• People Hiring
• Budget prevision
• Team evaluation
• Industrialization of repetitive tasks (via scripting)
• Standardization of requests (via forms & rules)
• Alignment of software & processes
• Security issues
• Migration NT 3.51 -> NT 4.0
• Support account Managers in customers premises to sell our offers

• Prospecting & sales
• Analysis & development of business applications
• Numerous customers (EEC, Cap Gemini, Coca-Cola, UMI, Soper, Breitling ...)

• Analysis & Development of business applications
• Technical teacher
• Demonstration & sales of software products.