Bart Koppers Email & Phone Number

Boxtel, Noord-Brabant, Nederland

Responsible for setting up and executing Service- and Supplier- management at both strategic and tactical level, including KPI’s and corresponding reporting. Execute new initiatives to improve quality and customer satisfaction. Special project:Responsible for implementation of quality management and achieving ISO 9001 certification. Certification was achieved in October 2016.

Vianen

Performed service management projects at various customers:MDC Nat. Police 2014Role: Service ManagerResponsible for the implementation of process management, for the processes; incident-, change-, release- and problem-management. Part of the implementation is setup a reporting structure, setup a service desk and conducting control over the processes. ProRail 2012 – 2014Role: Service ManagerResponsible for the implementation of capacity- and performance-management for the GSM-R network in the ProRail organization. The main result is the design and implementation of the capacity management process and associated KPI’s.Tele2 2012 – 2012Role: Service ManagerResponsible for the implementation of the OT 2010 (Overheids Telefonie 2010) telephony contract (government contract) into the existing Tele2 services organization. Implemented a service- and incident desk, reporting and service delivery (SLA management).Siza 2011 – 2012Role: Service ManagerAs a Service Manager responsible for creating an integrated improvement plan, in the area of telecoms. Main result is an improvement in operational performance and quick wins to reduce costs. On the basis of the final improvement plan responsible for a new vision and strategy for service management in the area of ICT

Ericsson Hq Sweden

Program Manager for the Supplier Management Improvement Program. Developed new way of working in handling and contracting suppliers (e.g. HP, SUN, Juniper) to increase operational performance and cost handling. Besides the program management, acted as supplier contract manager. Managing global agreements with suppliers (costs, logistics, SLA and operational performance).

Ericsson Hq Sweden

Responsible for implementing customer support contract management globally. Deployed a Customer Support Contract Management application and a new way of working. Developed and deployed a customer support contract management function for managing customer contracts and SLA’s

The Netherlands

Responsible for offering maintenance and professional services to customers. Find and develop service business opportunities with customers. Translate customer/business requirements into new initiatives to expand service offerings. Negotiating and concluding service contracts and Service Level Agreements with (international) customers.

The Netherlands

Operational responsible for implementing new services and executing SLA’s/contracts within budget, quality and time. Single point of contact for the customer for operational escalations and service reviews. Provide input for customer support quotations.