Flex Manager
21219 interim professionals
21219 professionals

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Manager of teams

Manager of teams

Work Experience

Manager of Teams Mar 2000 – Present
Fujitsu Services, Maarssen
General and People Management, Service Delivery, Client Relationships within Helpdesks, Datacenter and Remote Management departments. Teams up till 150 people, for various types of industries ranging from consumer call centers to high end B2B service desks for full infrastructure outsourcing contracts.
• General Management:
o Ownership and development plan of desks/teams.
o Host and conduct Service Reviews with customers.
o Financial awareness of full desk and people costs.
o Recommend acceptance/rejection of new bids.
• People Management:
o Assessor and mentor for all levels.
o Creation and implementation of D1 – D4 matrix for all corporate teams within Helpdesk, including succession plans at all levels.
o Identification and development of (management) potential.
• Service Delivery:
o Agreement and approval of SLA.
o Planning of change in requirements.
• Client Relationships:
o Influencing and contributing to (new) business.
o Customer and visitor tours at all levels.
• Implementations and Projects:
o Design and implementation of Single Point of Contact services for several leading European and Global Fortune listed companies.
o Implementation of Helpdesk Managed Services & Escalation management for Remote Management contract of 1000+ server data center.
o Sense & Respond Quality methodology: set up of technical framework for data analysis and reporting, training/coaching of staff.
o Member of the ISO17799/BS7799 project/implementation team.
o Implementation of CSLC and ITIL standards for implementation of new contracts.
o Reorganizing, defining and standardizing the Remote Management platform.
• Secondments – Seconded to UK on two occasions:
o Scope, implement and run pilot for additional contract to existing ISP customer.
o Structure and put in place service improvement plan for International helpdesk

Supervising Manager Dec 1998 – 1999
Jimbaran Hill Hotel, Jimbaran - Bali Indonesia
• Managed staffing, budgeting, scheduling of personnel of Jimbaran Hill Hotel.
• Coordinated inventory and cash control, payroll and reports for both Jimbaran Hill Hotel and the construction sight of Jimbaran Hill Villa Park.

Owner Jan – Nov 1998
Micheli\'s Grill de Mer restaurant, Eindhoven
• Managed operational control, coordinated inventory and cash control, payroll and reports.
• Concept, image and menu development.


Interim Manager 1997 – 1998
Janssen Van Doorn Horeca Interim Management, Eindhoven
• Development and implementation of new concepts for newly acquired restaurants and bars.
• Planned, directed and coordinated activities of designated projects.
• Ensured that aims, goals and objectives were accomplished in accordance with outlined priorities, time limitations and funding conditions.
• Analyzed results of operations for substantial gains and more efficient utilization of resources.
• Developed staffing plans, work schedules, budgets and time lines.
• Coordinated the successful simultaneous development of several projects.

Buyer 1989 – 1997
Robert Bosch gmbh Wholesale, Valkenswaard
• Analyzed, negotiated, purchased, maintained and monitored inventory for fl. 12m Robert Bosch company.
• Developed sales and costing program leading to the firm\'s second largest wholesale account.
• Optimised and automated ordering process.

Trainee/Internship 1988-1989
Stakebrand Technische Theaterbouw B.V., Heeze
• Traineeships during MTS mechanical engineering study.
• Developed and installed technical stage equipment in major Dutch theatres.

Education

• Leonardo Da Vinci Institute - MTS Engineering
• ITIL certified
• Sense and Respond D2 accredited, accredited Practitioner and leadership trainer.
• Fujitsu Services’ Process Management, Financial Management & People Management certified.
• Several trainings and seminars via Robert Bosch gmbh: Time Management, General Management, sales training, marketing and product training for several products.
• Horeca Management and entrepreneur training at SVH (Branch organization for
Horeca).


Skills

Leadership/coach, Analytical, process thinker, optimizing service delivery

Languages

• Dutch (Mother tongue)
• English (Fluent)
• German (Intermediate)
• Indonesian (Limited)

Other

Management
• People Management – Performance Plus, Disciplinary, Absence & Attrition Management, GP2, Criteria Based Interviewing, Resource Management, People Development and coaching.
• General Management – Leading Structural & Business Change, Team coaching & motivating, Business Performance Measurement, Financial and Budget control, Project Management, Sense and Respond Leadership and practitioner.

IT:
• Operating Systems - MS Windows NT4, 2000 and XP
• Infrastructure - Citrix Metaframe, Cisco Works
• Tools - HP Open View, CA Unicentre, MOM, SMS, Altiris, Avaya CentreVu
• Office Tools - MS Project, Word, Excel, PowerPoint, Outlook, Visio, Winchart
• CRM Tools - Peregrine Service Center & Asset Center, Vantive
• ITIL - all Service Delivery & Support processes: Implementation, Audit & Optimizing

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