Certified IT Mgt Professional

Management Consultant / Trainer

Providing accredited training and consultancy missions within different topics of IT Management I have specialized within the fields of:

a.    Strategy Management Strategic alignment of the IT organization with the business, focusing on value creation. Going from strategic goals and objectives to quick win action plans and their follow up.
Clients: Sonaca, Dexia Bank,..

b.    IT Service Management Providing ITIL training: Lead trainer on the ITIL v2/v3 foundation and several practioner classes. Co-trainer on the IT Service Management Training. Exam supervisor. Different consultancy missions covering a wide aspect of IT Service Management.
Clients: Delhaize, Belgian Ministry of Justice, Fortis Bank, General Assurance Méditerranéenne (Algerie), ?

c.    Project / Programme / Portfolio Management Providing in general Project Management training with overview on different project best practices with the aim to create a certain awareness. But also providing in particular Prince2 training going from awareness to practitioner training.
Clients: Gendarmerie Française, Belgian Ministry of Justice, eBRC, ?

d.    IT Governance Training on different levels of IT Governance and how to link back towards Corporate Governance. Mainly ensuring the value creation out of IT services towards the business. CMMI, CobIt, Val-IT, Sarbanes-Oxley and IT.
Clients: Henkel, Indexis, ?

e.    Supply and Acquisition Management Ensuring that third party deliveries are in line with the internal strategy and operations. Using the best of existing models DMO, eSCM, ISPL.

Reference:     Irina Shevchenko, Manager at Accenture Belgium

LinkedIn Endorsement:

?Pascal is an ITIL trainer with a strong service delivery background, which allows him to supply his ITIL lessons with excellent, spot-on examples and explanations. We've had some great time at his course. If I get a chance I?m coming back for ITIL practitioner lessons given by Pascal!? Top Qualities: Personable, Expert, Creative 

Senior Operations Manager

The scope of this Senior Management role within Capgemini Poland is double:

1.     Act as receiving manager for all incoming Transitions (in the light of Capgemini it?s off / near) to Poland

2.     Manage the day to day operations within the Infrastructure Management Command Centre (IMCC) of Katowice (Poland).

Within the scope of receiving manager for the transitions I have been working actively on Transition Projects. Being an active resource on the projects (following the PRINCE2 methodology) I was responsible, on the receiving site, to:

·         Identify and analyze possible Risks and Issues, anticipate on them and plan according actions

·         Closely follow up of the projects timelines

·         Participate in weekly project review meetings

·         Draft and negotiate Operations Level Agreements (OLA)

·         Act as hiring manager to provide the provide the project with the needed resources

·         Evaluate and correct where needed the Knowledge Transfer and Training organized for the new staff (using balanced score cards)

·         Set up Acceptance Criteria from receiving side for the project?s go live

·         Set up Cut Over action plans

·         Prepare the local site infrastructure

·         In collaboration with junior management, put in place operational procedures strictly following the ITIL principles.

Being responsible for day to day operations and supervision of the Incident, Problem and Change Management team within a 35 staff Service Management setup my main responsibilities are to:

·         Support Service Team Leaders in the delivery of services, aiming to meet customer Service Level Agreements and expectations.

·         Manage service issues acting as a point of escalation for operational issues.

·         Provide consistency across Service Teams in the delivery of services ensuring processes and procedures are implemented and maintained.

·         Ensure that the services provided by the Service Teams are continually improved and evolved to meet new delivery methods, practices and business requirements

·         Ensure that regular reports are provided detailing the performance of allocated teams.

·         Assist in developing/growing business opportunities for allocated clients

·         People ? responsible for staff management & staff development, including assignment/performance reviews, overall staff morale & motivation, and general staff well-being.

·         Delivery ? ensure all services deliver contractual commitments, avoiding service penalties and margin erosion

·         Provide structured development plans, appraisals and continuous feedback for all direct reports.

·         Develop, manage and maintain effective working relationships with key service delivery contacts (Account Managers, Transition Managers, Service Delivery/Client Managers, Client Representatives,?).

Technology scope of the managed IMCC:

MVS Mainframe, IBM AS/400, Wintel, Unix (HP Unix and Solaris), Novell Netware, Unicenter, TINA (Time Navigator), Ctrl-M, Bladelogic & Tivoli.

VIP Support

Set up of a new IT service department for Fortis in its headquarters. Purpose is to create from scratch a VIP Service department that will handle all IT request coming from the top level management as well as from the Board.

First important role is to create procedures, service levels and project outlines, following the ITIL principles.

In the light of the Project Management, the PRINCE2 methodology was being used.

After this phase the department will be ?activated?. All VIP requests will come in directly at this new service desk. It will coordinate these requests and look for the needed support / resources within the Fortis Group to fulfill the needs of the VIP users. Follow up and communication are important keywords.

Reference:     Mr. Benoit d?Udekem

LinkedIn Endorsment:

?Pascal did a great job of setting up the VIP helpdesk and related services within the Fortis Head Quarters. Don't look further if you seek an IT professional with a solid experience and the drive necessary to achieve his ambitions!? 

User Support Manager

At Cleary Gottlieb Steen & Hamilton LLP, an international law firm, I was in charge for user support at the Brussels office. Helpdesk, Training and Communication to / with users were my responsibilities.

Working closely with the IT Manager our main goal was to improve the general satisfaction levels of the users at the Brussels Office. First step was to redraw the Service Level Agreement; we implemented a new Call Management System, based on my specs, and specified the day to day reporting methods and timings. At the start of this project the user satisfaction results were 38,74%, the user survey results of 2005 reflected a user satisfaction of 98,47%.

Over the years I've been setting up several projects like roll outs, new hardware, client seminars as well as hearings for the EU Court in Luxembourg and ensuring the lead IT coordinator role for many antitrust or merger & acquisition cases. (e.g. Bekaert / Mittal, Real Software vs Microsoft, Telenet, ?)

I have been putting in place project timelines, looking for resources, contacts with many Belgian and international suppliers, follow up and evaluation of the project.

All projects have been put in place using the PRINCE2 methodology and the ITIL standards for the IT Value Delivery.

Important role of the job was being able to understand the different wishes and needs of the partnership and translating into value-added solutions.

A last and very important part, of my job was looking for new profiles to integrate in our team. Being responsible for the hiring of new IT Staff members, I have been interviewing and evaluating many candidates.

Reference:     Cindy Naegel, Human Resources Manager

LinkedIn Endorsment:

?Pascal was a reliable colleague, always available to help and provide solutions. He provided quality support, with empathy and understanding.?

Reference:     Linda Van de Velde, Human Resources Manager Legal Staff

LinkedIn Endorsment:

?Pascal is an interesting person : a real listener, who goes to the bottom before acting. He always tries to find a solution that pleases everyone in the office.? 

Consultant - Trainer

During this period of time I decided to become an external consultant for short-term projects. Mainly in the User Support business I started up several projects or solved crisis situations where required. I also participated in specific training programs.

A couple of names:

- Tate & Tailor Europe (Amylum Group)

- Fortis Bank

- AstraZeneca

- Italcimenti Group

- Ministerie van De Vlaamse Gemeenschap

- IBM

- Belgian Shell

- Microsoft Belux

- Pioneer

- National Bank of Belgium

- KBC Bank (Cera)

- Kimberly Clark

- Ministerie van financiën

- Accor

- Barco

- ?