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Profileimage by Luc DePeuter ITSM since 2006. Transition, Transformation, Project Manager, ADKAR from Olen

Luc De Peuter

Olen
available

Last update: 12.04.2024

ITSM since 2006. Transition, Transformation, Project Manager, ADKAR

Company: Ammaraggio bv
Graduation: IT Professional Bachelor
Hourly-/Daily rates: show
Languages: German (Full Professional) | English (Full Professional) | Dutch (Native or Bilingual)

Keywords

Attachments

CV-Luc-De-Peuter-PM-V240403_120424.docx

Skills

Expertise
-Business and ITSM process Analyst
-Business & IT Service Management
-Digitalisation Transformation
-Interim, Project/Program management
-Organizational Change Management (ADKAR)

Practice areas
-Automotive
-Aviation
-Banking
-Chemical
-Construction
-Government
-Pharma
-Public Health
-Public Transportation
-Research & Development
-Telecommunication
-Utilities
-HR
Education
IT Professional BachelorAdditional educations/training/certificates:
-ISO 9001 Quality Management
-ISO/IEC 20000 IT Service Management
-ITIL V2+V3:2011
-ITSM: ServiceNow
-Organizational Change Management (ADKAR® Model).
-Prince2

Project history

10/2018 - 02/2019
Assignment Service Manager
Contract type Freelance; Outsourcing
Client FOD BOSA Digital Transformation; Industry Federal Government
End client FOD BOSA; Industry Government
Period 10/2018 - 2/2019
Work location Belgium

Assignment Service Manager



* Project Management: Transformation, onboarding new Service Consumers. Tools/Methodologies:
MS project, Prince2
* Service track: ITIL processes (incident, problem, change, Request Fulfilment,
Capacity Asset & Configuration, Reporting, Governance, SLA, Service Catalogue,
communication. Review internal processes, communication portal content optimization,
terminology and contract documents. Jira, Confluence, Kibana, OSB (Oracle), Axway.
Open Data, MFT
* Transformation track: Monitoring, O365, ServiceNow, reporting,
* Document Lifecycle Management: MS-SharePoint,
* Infrastructure: Windows, Storage, Virtualization, Servers, load-balancing, high
availability, LAN, WAN, RPA, Applications, Software
10/2015 - 10/2016
Service Management expert & Agile Project Manager
Client National Bank of Belgium
Contract type Freelance
Client National Bank of Belgium; Industry Banking
End client National Bank of Belgium; Industry Banking
Period 10/2015 - 10/2016
Work location Belgium
Assignment Service Management expert & Agile Project Manager



* Agile Project Management: Service improvement of the incident ticket registration; web
application in ServiceNow. Tools/Methodologies: ServiceNow; HP Quality Centre; JIRA;
MS-PowerPoint; Agile; Scrum; RUP; RACI; user stories
* Organisational Change Management: ADKAR
* ITSM: creation of ITIL V3 process policies and align corresponding processes (Incident,
Change, Asset & Configuration, Problem, Service Level management); CMDB data CI
identification (service components). Optimize the incident process towards a LEAN
process. Review SLA's with the business. Improved Data management in tickets.
* Tools/Methodologies: BPMN, Visio
* Document Lifecycle Management: set up in MS-SharePoint using Meta Data
* Infrastructure: (Unix, Windows, Storage, Virtualization, Servers, load-balancing, high
availability, Data Network(LAN, WAN) Data center, CCTV)
01/2015 - 10/2015
ITIL Change Manager & Agile Project Manager
National Lottery of Belgium
Contract type Freelance; Outsourcing
Client National Lottery of Belgium; Industry Gaming/Gambling
End client National Lottery of Belgium; Industry Gaming/Gambling
Period 01/2015 - 10/2015
Work location Belgium

Assignment ITIL Change Manager & Agile Project Manager



* Agile Project Management: Incident tickets interchanges across multiple web applications;
setup monitoring; setup reporting; setup IT governance; E2E testing services; setup new
services in catalogue; Web Services (.NET). Tools/Methodologies: MS-Project; Agile;
Scrum; RUP; RACI; user stories
* ITSM: ITIL V3; Review, improve service delivery processes and documents; Improve
Change/bid process; Operational Change Manager Transformation. Tools/Methodologies:
Omnitracker; MS-PowerPoint
* Infrastructure: (Unix, Windows, Storage, Virtualization, Servers, load-balancing, high
availability, Data Network(LAN, WAN) Data center)
04/2014 - 01/2015
Service Request & Agile Project Manager
ARGENTA spaarbank NV
Contract type Freelance; Outsourcing
Client ARGENTA spaarbank NV; Industry Banking
End client ARGENTA spaarbank NV; Industry Banking
Period 04/2014 - 01-2015
Work location Belgium

Assignment Service Request & Agile Project Manager



* Agile Project Management: ran several internal ICT projects in parallel. Tools/Methodologies:
Clarity; MS-SharePoint; Ms PowerPoint; ALM (Application Lifecycle Management); Agile;
Scrum; RUP; RACI
* Release deployment: bank functionality
* ITSM: Identified 50 Service Improvements (objective: increase CMMI level); Operational
Change Management; Design and build the (ERP) Service Catalogue framework in
MS-SharePoint; Plan and Coordination Infrastructure release deployment. Improve the
Service Request process towards a LEAN process. On boarding a new service from an
external service provider. Manage risks, opportunities and policy. Tools/Methodologies:
MS-Visio; ITIL V3; USD (Unicenter Service Desk); AVAYA desktop; CMMI
* Infrastructure: (Unix, Windows, Storage, Virtualization, Servers, load-balancing, high
availability, Data Network(LAN, WAN))
12/2012 - 03/2014
Service Management expert & Agile Project Manager
Contract type Freelance; Outsourcing
Client EUROCONTROL; Industry Aviation
End client EUROCONTROL; Industry Aviation
Period 12/2012 - 03/2014
Work location Belgium
Assignment Service Management expert & Agile Project Manager



* Agile Project Management: Document Lifecycle Management in MS-SharePoint.
Write the communication plan, coordinate training set up efforts and lead the
communication setup effort and PR; setup Surveys for trainings.
* Organisational Change Management: build awareness of the need for change and desire to
participate in and support the change
* ITSM: Consolidate two separate IT process tracks towards a single set ITIL V3 LEAN
processes; Consolidate two service request catalogues (ERP).
* Tools/Methodologies: ARS/ITSM; MS-Visio; BPMN 2.0; CMMI; SLM; ALM; SCCM; MS-PowerPoint;
Agile; Scrum; RUP; RACI
* Infrastructure: (Unix, Windows, Storage, Virtualization, Servers, load-balancing, high
availability, Data Network(LAN, WAN) Data center)
11/2010 - 04/2011
Service Management expert & communication manager
Contract type Freelance; Outsourcing
Client Telindus; Industry Telecommunication
End client A.S.T.R.I.D.; Industry Government
Period 11/2010 - 4/2011
Work location Belgium
Assignment Service Management expert & communication manager



* Tools/Methodologies: Clarify; SLM; ALM; MS-PowerPoint; Agile; Scrum; RUP; RACI
* ITSM: Write Internal and External Service Delivery Plan; analyse RFP for missing/unclear
contract clauses; Introduce a brand-new pragmatic SDP approach as service delivery
architect within the client organization. Tools/Methodologies HPSD; Oblicore
* Document Lifecycle Management: set up in MS-SharePoint
02/2010 - 10/2010
Relationship manager & Business Development
Client Metech
Contract type Freelance
Client Metech; Industry ICT consulting
End client Large enterprises; Industry ICT
Period 02/2010 - 10/2010
Work location Belgium, Germany
Assignment Relationship manager & Business Development



* Relationship manager: performance review of consultant's; Internal follow-up with HR and
General management; resource management; interviews with young graduates
* Business Development Germany: prospection of 60 potential IBM Mainframe clients,
organisations; job fairs, schools, magazines, ICT bachelor's alumni, social networks. Tools/Methodologies:
MS-PowerPoint
04/2009 - 01/2010
Service Management expert
Torry Harris Business Solutions
Contract type Freelance; Outsourcing
Client Torry Harris Business Solutions; Industry Telecommunication
End client medium enterprise; Industry Telecommunication
Period 04/2009 - 1/2010
Work location Luxembourg

Assignment Service Management expert



* ITSM: prepare sales presentation; support a bid process as potential service provider.
Respond to an RFP. Tools/Methodologies: MS-PowerPoint
02/2009 - 03/2009
ITIL V3 Foundation trainer
Contract type Freelance
Client Kono Service Management; Industry ICT consulting/Training
End client small and medium enterprises; Industry Telecommunication
Period 02/2009 - 3/2009
Work location Belgium

Assignment ITIL V3 Foundation trainer



* ITSM: provide ITIL Foundation V3 class room trainings. Tools/Methodologies: MS-PowerPoint
09/2008 - 01/2009
Assignment Agile Project Manager
Vodafone Group Services
Contract type Freelance; Outsourcing
Client Vodafone Group Services; Industry Telecommunication
End client Vodafone Group Services; Industry Telecommunication
Period 09/2008 - 1/2009
Work location Germany

Assignment Agile Project Manager



* Agile Project Management: application development project in MS-SharePoint to allow the
team to work LEAN supported by better tooling. Tools/Methodologies: Prince2; ISO9001;
ISO-IEC 20000; MOSS; Agile; Scrum; RUP; RACI
* Release deployment: document management application
* Organisational Change Management: Guide the team in using the new application
* ITSM: Prepare external audit and execute mock audits. Tools/Methodologies: ARS/ITSM;
CMMI; ALM
* Document Lifecycle Management: set up in MS-SharePoint. Tools/Methodologies: EMC
Documentum; ARIS, UML
05/2008 - 08/2008
Assignment ITSM Change Manager
Contract type Freelance; Outsourcing
Client Vodafone Group Services; Industry Telecommunication
End client Vodafone Group Services; Industry Telecommunication
Period 05/2008 - 8/2008
Work location Germany

Assignment ITSM Change Manager



* ITSM: enhance and extend work instructions, flow and documentation of the change process;
Respond on business and internal needs by improving the Change process and her policy;
act as ITIL change manager; manage daily/weekly/monthly planning & coordination of
changes. Make the incident process LEAN. Weekly CAB; Tracking of the infrastructure
RFC's; Measure KPI's, report on regular intervals; provide input to company performance
reports. Build and maintain relationships with Project managers, deploy coordinators,
implementers, service line managers, country support managers, developers and third
parties (underpinning contracts). Tools/Methodologies: MS-SharePoint; ARS/ITSM; EMC
Documentum; ISO9001; ISO-IEC 20000; ARIS; SLM; MS-PowerPoint; Agile; Scrum; RUP; RACI
* Release deployment: Enhanced/new decommission functionality
* Infrastructure: (Unix, Windows, Storage, Servers, load-balancing, high availability)
08/2007 - 04/2008
Assignment Agile Project Manager
EANDIS
Contract type Freelance; Outsourcing
Client Telindus sourcing; Industry MSP in Telecommunication
End client EANDIS; Industry Utilities
Period 08/2007 - 4/2008
Work location Belgium

Assignment Agile Project Manager



* Agile Project Management: enhancement of a document management application in SharePoint;
introduce Daily Scrum to guarantee the product outcome (quality- and time-wise. Act as a
Scrum Master; rebuild the relationship with the client. Tools/Methodologies: MS-
SharePoint MOSS; Clarify; MS-Visio; Oblicore; Data modelling/mapping; Agile; Scrum; RUP;
RACI
* Organisational Change Management: Help create awareness to transform the existing
organization into a service oriented one; training and support the organisation
* ITSM: build de interface between ITIL processes and business processes procurement and
supplier; define company standards regarding BPMN; concept and design of ITIL V2
processes, Incident, Capacity, Continuity, Configuration and Change; Define tool
requirements for CMDB data and reports; E2E testing of the managed services.
* Tools/Methodologies: BPMN; ALM; SLM
04/1999 - 04/2006
Assignment Agile Project Manager
CGI
Contract type Employee
Employer CGI; Industry Telecommunication, Consulting
End client Vodafone D2; Industry Telecommunication
Period 04/1999 - 4/2006
Work location Belgium

Assignment Agile Project Manager



* Agile Project Management: Accountable yearly project revenue in > 1 million Euros;
operational IDMS Database system management; Y2K database conversion; Euro database
conversion; IDMS DB optimisation in cooperation with Computer Associates Canada; creation
of the QMS, the quality Plan and Quality Management ISO9001 for the Vodafone project
engagement; Manage DB, DWH and middleware teams up to 20 people; SLM; ALM; Data
migration; data cleansing. Tools/Methodologies: ARS/ITSM; IBM Mainframe, EMC Documentum;
Omegamon; ISO-IEC 20000; ETL; CGI Project methodology; Agile; Scrum; RUP; RACI
* Release deployment: Y2K, Euro, performance improvements, enhanced/new/decommission
functionality
* ITSM: Incident, problem, capacity, release; ELS management (Early Life Support;
Warranty); best practice.
* Infrastructure (Unix, Windows, Storage, Servers, load-balancing, high availability,
Mainframe (IBM), Data center)
11/1988 - 09/1994
IT & project Manager
BUGA; Client BUGA
Contract type Employee
Employer BUGA; Industry Automotive
Client BUGA; Industry Automotive
Period 11/1988 - 9/1994
Work location Belgium
Assignment IT & project Manager
Antwerp


* Project Management: ERP Live Cycle and rollout; application, system and data migration;
Enhancing the supply chain application; spare parts logistics, distribution and ordering;
phased rollouts; Data Centre migration AS/400 system with a new generation AS/400 system.
ALM; SLM. Tools/Methodologies: EDI FTP
* Release deployment: enhanced/new/decommission functionality; infrastructure
* Organisational Change Management: training and coaching
* ITSM: CSI; daily operational IT management
* Infrastructure (Storage, AS/400, Modems, Data Network(LAN, WAN) & Cabling (fiber optic,
COAX), Printers, Data center)
01/1985 - 10/1988
ICT Consultant
CIM-Hardy; Honda Europe
Contract type Employee
Employer CIM-Hardy; Industry Automotive
End client Honda Europe; Industry Automotive
Period 01/1985 - 10/1988
Work location Belgium
Assignment ICT Consultant


* Project Management: system and application migration; Enhancing the supply chain
application; phases rollouts; ALM; SLM. Tools/Methodologies/Systems: IBM AS/400; DB2; IBM
mainframe
* Release deployment: enhanced/new/decommission functionality; infrastructure
* ITSM: CSI; daily operational IT management
* Infrastructure (Mainframe (IBM), Data center)

Local Availability

Only available in these countries: Germany, Austria, Switzerland, Belgium, Denmark, Luxembourg, Netherlands, Portugal und Sweden
Europe

Other

-Business and ITSM process Analyst -Business & IT Service Management ITSM -Digitalisation Transformation -Interim, Project/Program management -Organizational Change Management (ADKAR)
Profileimage by Luc DePeuter ITSM since 2006. Transition, Transformation, Project Manager, ADKAR from Olen ITSM since 2006. Transition, Transformation, Project Manager, ADKAR
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