09/21/2026 updated
100 % available
Team Lead IT Services | Incident & Problem Management | Process Optimization | Remote Freelancer
Almere, Netherlands
Only remote
About me
Experienced IT professional and freelancer with a strong background in IT Service Management, Incident & Problem Management, Business Analysis and Service Delivery. Former IT leader in international retail, now based in Spain and available for remote freelance projects.
Microsoft Analysis ServicesApplication Lifecycle ManagementApplication Performance ManagementMicrosoft AzureIntelligent Platform Management InterfaceBlogger (Service)Business Process Execution LanguageBusiness Process ManagementMicrosoft Online ServicesBusiness Process ImprovementBusiness Process OutsourcingConfiguration ManagementProgram OptimizationMicrosoft Management ConsoleContact Manager (Data Management Software)
IT Service & Support Management
Extensive experience managing large-scale IT Service and Support departments, including leading multiple teams, implementing ITIL processes, and restoring operational stability in high-pressure environments.
Incident & Problem Management
Proven track record in incident and problem management, bringing high ticket volumes under control, optimising processes, and ensuring sustainable team performance through structured approaches.
Cloud & Infrastructure (Azure / Microsoft 365)
Hands-on experience with Microsoft Azure and Microsoft 365 environments, including migrations, application development in Azure, Exchange Online transitions, and Intune deployments.
ITIL Process Implementation
Implementation and optimisation of ITIL processes within IT departments, creating clear structures, roles and responsibilities to improve service quality.
Team Leadership & Restructuring
Leadership of multiple teams in complex environments, including restructuring departments, embedding knowledge management, and developing team capabilities.
System Administration
Configuration and management of servers, workstations, virtual machines and networks across various organisations and environments.
Exchange & Office 365 Migration
Planning and execution of on-premise Exchange migrations to Exchange Online and Office 365, including retention policies, permissions management and PowerShell scripting.
Process Optimisation & Automation
Initiation of process improvements and automation initiatives to increase efficiency and reduce manual workload within IT departments.
Business Analysis & Cloud Consulting
Business analysis and cloud consulting experience, including building Azure applications, guiding development processes and advising on complex stakeholder questions.
Microsoft Intune
Responsible for transitions to Intune, mapping on-premise environments, assessing application compliance and setting up LAPS environments for on-premise systems.
Extensive experience managing large-scale IT Service and Support departments, including leading multiple teams, implementing ITIL processes, and restoring operational stability in high-pressure environments.
Incident & Problem Management
Proven track record in incident and problem management, bringing high ticket volumes under control, optimising processes, and ensuring sustainable team performance through structured approaches.
Cloud & Infrastructure (Azure / Microsoft 365)
Hands-on experience with Microsoft Azure and Microsoft 365 environments, including migrations, application development in Azure, Exchange Online transitions, and Intune deployments.
ITIL Process Implementation
Implementation and optimisation of ITIL processes within IT departments, creating clear structures, roles and responsibilities to improve service quality.
Team Leadership & Restructuring
Leadership of multiple teams in complex environments, including restructuring departments, embedding knowledge management, and developing team capabilities.
System Administration
Configuration and management of servers, workstations, virtual machines and networks across various organisations and environments.
Exchange & Office 365 Migration
Planning and execution of on-premise Exchange migrations to Exchange Online and Office 365, including retention policies, permissions management and PowerShell scripting.
Process Optimisation & Automation
Initiation of process improvements and automation initiatives to increase efficiency and reduce manual workload within IT departments.
Business Analysis & Cloud Consulting
Business analysis and cloud consulting experience, including building Azure applications, guiding development processes and advising on complex stakeholder questions.
Microsoft Intune
Responsible for transitions to Intune, mapping on-premise environments, assessing application compliance and setting up LAPS environments for on-premise systems.
Experience
Professional experience10+ years
Freelancer since2025
Languages
EnglishFluentDutchNative speaker
Project history
Responsible for the entire Service & Support department at Lidl Netherlands, supporting 440 stores, 10 distribution centres and the head office (approx. 21,000 employees). Led 4 teams consisting of 20 internal employees and 2 external service providers. Implemented and optimised ITIL processes, set up knowledge management, created structure with clear roles and responsibilities, and initiated process improvements and automation to increase efficiency.
Rebuilt the team while dealing with a high ticket load and significant workload. Operationally managed a team of 7 people, restored stability within the team, brought incoming tickets under control, ensured the team gained sufficient knowledge to handle incoming tasks independently, and optimised processes.
Responsible for the transition to Intune. Mapped the on-premise environment, assessed whether complex applications were compliant within Intune, provided advice regarding the migration, and delivered documentation. Also supported the Intune project as a subject matter expert for system administrators and set up the LAPS environment for on-premise systems.