Mar. 2016 – Mar. 2020 | Head of European Managed Service Centre Technical Operations
NTT Ltd (previous Dimension Data), Service Operations, Europe

Responsible for the delivery of remote technical support services across the whole of
Europe. Accountable for the functional performance and owner of the strategic
development of the Managed Service Operations of the Technical Resolver Groups.
Heading up 150+ engineers Level 1-4 organized in a shared and (semi-) dedicated
delivery model for the large and complex Clients both managed and fully outsourced.

Apr. 2013 – Mar. 2016 | Sr. Strategy Specialist
BT, Strategy & transformation, Global

Responsible for the development and implementation of the Service strategic Program -
Service as a Differentiator. Developing change programmes to deliver the Service
Propositions; go-to-market, technology, processes and operating model in order to enable
a way of working that delivers the cost, quality and customer experience performance
required of Global Service Centre.

Jun. 2012 – Mar. 2013 | Head of Service Standardisation
BT, Service Introduction & Service Management, Global

Responsible for the development and implementation of the service propositions and
service catalogue. Continuous development of the best practice capability improvements
of the processes’ performance in conjunction with the Global Service operational & market
units, external suppliers and internal BT partners.

Aug. 2011 – May. 2012 | Head of Product Introduction
BT, New Business & Service Industrialisation, Global

Heading up a team of 18 Product Introduction Managers globally for the Global Service
Organisation. Held responsible for establishment of a consistent process cross several
Business Units, including system & tools, roles & responsibilities and reporting.

Oct. 2010 – Jul 2011 | Head of Bid Assurance, Contract & Product Introduction
BT, New Business & Service Industrialisation, EMEA

Heading up and held responsible for the Global Service Bid assurance, Contract
Introduction and Product Launches for BT Benelux as part of a EMEA team
Acting as the Global Service Layer 4 to provide authorization for customer Bids, managing
escalations. Support of complex contract implementation projects for BT Benelux globally.
Responsible for introduction of new products & services into Service Operations for EMEA.

Apr. 2009 – Sep. 2010 | Manager Service Readiness team & IT Operational System Support team
BT, Service Optimization, Netherlands

Responsible for the set up and management of the Service Readiness team; a team of
(senior) project managers responsible for the coordinated representation of the operational
departments within the Win Business process, service/product introductions and (bespoke)
contract implementations for BT Benelux. Responsible for the IT Operational System
Support team for the non-standard, customer specific system solutions of the large corporate
accounts of BT Benelux.

Sep. 2005 – Mar. 2009 | Operations Manager Service Assurance Nordics & Customer Support Office,
BT, Global Customer Care Management Centre, Netherlands

Management of the operational frontline team for the Scandinavian countries (Nordics
Support Team) and the Customer Support Office consisting of three teams. Two teams in
the Netherlands responsible for administrative supporting tasks for the total Global Customer
Care Management Centre in Amsterdam and the execution of impact assessment required
to schedule planned work in the Benelux. The third team was based in Hungary and
responsible for planned work notifications for multiple European countries.

Oct. 2003 – Aug.2005 | Operations Manager Service Assurance Major Accounts & Customer Support Office
BT, Global Customer Care Management Centre, Netherlands

Management and development of an operational Key Account team for Dutch Customers.
Main focus was the fault handling process for BT Products & Services. Management of the
Customer Support Office focused on the administrative support tasks within the BT
Customer Service environment.

Jan. 2001 – Sep. 2003 | Service Introduction Manager and Team Leader Customer Support Office
BT, Global Customer Care Management Centre, Amsterdam.

Responsible for launching new services within the Customer Service Centre, securing and
maintaining an adequate fault handling process. Responsible for the administrative support
tasks within the BT Customer Service Centre.