Project/Program/Interim Manager - IT Service Management

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

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)

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)