IT Change Manager

This is my current project at Econocom since 1/5/2019

I am responsible for the IT change process and follow-up and coordination of IT related changes within the IT Infrastructure dept. for several customers like

  • Engie

  • Boerenbond

  • Ilomar

  • Skeyes

Guiding our customers through the IT change management process based on ITIL (best practice).
Chairman of the CAB . Approver of IT related changes. Owner of the change mgt. process.
Back up for Incident management, coordination of major incidents.

Tools used:
HP Service Center (Octopus), Heat, Morpheus

IT Change Manager

From 1/10/2013 till 1/5/2019
I was responsible for the IT change process and follow-up of the implementation of all IT related changes within the IT Infrastructure dept. at NN Insurance Belgium.
I started here as a freelancer for Elmos and afterwards became an employee of NN.

My responsibilities:

  • Guiding service leaders (change owners) through the IT change management process based on ITIL.

  • Chairman of the CAB. Approver of IT related changes. Owner of the change mgt. process.

  • Responsible for the change management process and all process documentation and work instructions.

  • SPOC for IT change management for NN Belgium. In control of the change management process.

  • Coordination of all releases, in close corporation with the release team.

  • Follow up, reporting, liaison for our suppliers.

To ensure the right quality of services, I worked closely with the incident manager, problem manager, release manager, service manager and service delivery manager.
Agile way of working in corporation with the different scrum teams.

Tools used: HP Service Center, SNOW, Topdesk, USD, Atlassian.

Back up role for: Configuration manager/ Service manager

Incident manager, coordination of major incidents.

Service Desk Manager

From 1/9/2012 - 1/9/2013

I was Responsible for the IT Service Desk EU.
Managing a team of 1st line support engineers, desktop support analysts and on-site support engineers.
Following the ITIL guidelines and improving services towards our customers.
Optimizing service desk processes and procedures: incident and problem management.
My team provided software and hardware support towards our internal customers in Belgium and The Netherlands.

Incident & Problem Manager

From 1/6/2007 - 01/09/2012

  • Coordination and follow up of incidents & problems, managed by the helpdesk.

  • Chairman of daily incident and problem meetings

  • Incident coordinator in case of severe incidents

  • Optimizing and improving processes, incident management, and problem management following the best practice ITIL/Cobit guidelines. (Using reporting tools, KPI’s), I was owner of the process.

  • Complaint handling of customers, follow up, contact customers and other business units in order to achieve the best solution.

  • Project management of different projects within the service desk environment

Back up Release and Change manager:

  • Coordinate weekly changes and releases within the ICT environment.

  • Communication, in case of problems, changes with possible impact towards customers

  • Customer satisfaction follow up

  • Maintaining up-to-date information on the intranet, pages of IT Service desk, using Sharepoint.

  • Implementation and follow up of SLA’s and service management procedures.

ITSM Consultant

From 1/9/2000 - 01/06/2007

As IT Consultant , I have been working for CTG on different projects with several clients.

  • Procter & Gamble: 3rd line SAP Support

  • Toyota Motor Marketing Europe: Helpdesk support Teamleader

  • Tibotec (group Jansen Pharmaceutica) Database administrator

  • Jansen Pharmaceutica: CMDB coördinator

  • KBC Bank & Insurance: Migration to Windows XP, Functional Analist

  • Fortis Bank: Migration to Windows XP, Release Coördinator

Customer support representative
  • Giving support to end users of EDS (currently HP) at the RMC (Request Management Center)

  • Supporting products like, Windows/Office/Hardware/Printers/ SAP

  • General Motors GM Drive, support to General Motors Dealerships

  • Provide training to end users

  • Back-up team leader

Chief of entertainment

01/04/1989 - 01/05/1998

Responsible for the entertainment and show programmes in the different hotels of the spanish Hotel company Iberostar, working in Spain on Mallorca, Lanzarote, Gran Canaria.

  • Responsible for teams from 4-18 persons

  • Team Coaching

  • Preparing/giving training

  • Responsible for purchasing

  • Responsible technical stage equipment

  • Recruitment

  • Acting/performing​

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