Profileimage by Luc DePeuter Service Management expert & Agile Project Manager, ITIL Change Manager & Agile Project Manager, Serv from Olen

Luc De Peuter

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Last update: 10.08.2021

Service Management expert & Agile Project Manager, ITIL Change Manager & Agile Project Manager, Serv

Graduation: not provided
Hourly-/Daily rates: show
may very on project scope, location, responsibility
Languages: German (Full Professional) | English (Full Professional) | Dutch (Native or Bilingual)

Skills

(NL), Luminus, Eurocontrol, HP, CMDB-data setup/extension/migration, database design/migration, MPA, Services, ITIL, consolidation, application, re-design/testing/deployment, Waterfall+Agile, Scrum, prospection, Configuration Management, CA Unicenter Service Desk (USD), BMC Remedy ARS, ITSM, HP Service Manager, ServiceNow, Cloud, ServiceNow Discovery, BPMN, ARIS, ITIL Versions, V2, DLM, PVCS, IBM, mainframe, SharePoint, Lean, analysis, ServiceNow ITBM, off-shore, near-shore, Telecommunication, Proximus, KPN, Vodafone, Telindus, Getronics, YPTO, Pharma, Virtualization, client server, Vax, AS/400, Modems, Data Network, LAN, WAN, Cabling, Printers, Data center, DB2, IDMS, Oracle, SQL, Data modelling, Data migration, Data quality, Data security, Data archiving, ISO9001, ISO-IEC 20000, QMS, Quality Plan, Audit, reconciliation, HP Quality Centre (HPalm), make, renovation, Cadre référentiel Européenne, Europees Referentiekader, MS project, Prince2, Jira, Confluence, Kibana, OSB, Axway, Windows, Storage, Servers, RPA, SDP, ADFS, Skype for Business, Backup, One-Drive, Citrix, Intune, Fax-server, SNOW, SCCM, user stories, CMDB, BPMN 2.0, LUCIDCHART, MyID, MS-office, Office 365, Skype, Unix, Database, MS-PowerPoint, Agile, RUP, Visio, web applications, IT governance, E2E testing, Web Services, MS-Project, PowerPoint, ALM (Application Lifecycle Management, CMMI, ERP, MS-Visio, Agile Project Manager, SLM, ALM, printer, Clarify, IBM Mainframe, MOSS, Documentum, UML, MS, Oblicore, ITIL V2 processes, DB, DWH, middleware, data cleansing, EMC Documentum, ETL, Data modelling/mapping, ERD, EDI, FTP, CIM, SLM. Tools/Methodologies/Systems, IBM AS/400

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)

Time and spatial flexibility

Europe

Other

Expertise
-Analysis, Improvements(lean), Quality, Audit, Outsourcing, Offshore
-Business & IT Service Management
-Digitalisation Transformation
-Interim, project/program management
-Organizational Change Management (ADKAR)

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