Experience

Municipality of Amsterdam

Currently employed as a Senior Service Manager, with primary focus on managing external suppliers to ensure optimal delivery of IT services. Role involves negotiating and managing contracts, overseeing service delivery, coordinating between the organization and suppliers, and leading improvement initiatives based on service performance.

• • Establishing and managing contracts with IT vendors, ensuring quality delivery in line with requirements
• • Managing risks associated with suppliers and implementing mitigation strategies
• • Successfully renegotiated contracts with key suppliers, reducing cost while maintaining quality

Municipality of Amsterdam

Took the role of Service Delivery Manager after the sourcing of internal IT departments, with the main responsibility of ensuring efficient and effective delivery of IT Workspace services to internal clients. Managed client relationships, coordinated with internal and external partners, and oversaw multiple IT projects.

• • Contributed to multiple high-value tenders for sourcing internal tasks to external suppliers
• • Responsible for analysing service delivery metrics to identify areas of improvement and implement necessary changes
• • Implemented multiple process improvements within the service management framework

Municipality of Amsterdam

Oversaw the delivery of all IT services to internal customers. Managed and contributed to IT projects, coordinated with internal and external teams, and strategized IT services in line with business needs.

• • Contributed to implementing a new ITIL-based service management approach which improved team performance drastically
• • Led a successful recovery program after a major calamity

Municipality of Amsterdam

Role encompassed a blend of technical expertise and leadership. Directly responsible for addressing complex technical issues while coordinating and coaching junior colleagues.

• • Troubleshooting advanced issues, serving as the primary point of contact for escalated IT issues
• • Coordinating and coaching multiple team members
• • Training and instructing new hires
• • Contributed to multiple projects, including the implementation of a new call-center software system and service management ticket system

Southern District Amsterdam

Primary responsibilities included resolving daily user IT issues, providing technical support, performing hardware and software installations, executing system updates, server upgrades, and network and datacentre tasks.

• • Led a project for distributing 300 Apple iPads to Committee members, including personally training them on usage of the tablets and specialized DMS software
• • Contributed to a project for the implementation of a Mobile Device Management solution; coordinated the deployment to the 2000 employees of the organization