Project/Program/Interim Manager - IT Service Management

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))

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)

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

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

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

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

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

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)

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

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)

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)

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)