Overall service delivery responsibility.Control and manage service provided to the accounts, represent IBM, seek and drive new business opportunities.Financial responsibility.

Overall Service Operations responsibilities:Operations strategy creation and representation in the organizationOperational process ownership (ITIL)Responsible for service quality in order to meet client/contract expectationsMeasuring and tracking service level objectives (SLA’s and KPI’s) Drive and control service delivery auditsBusiness ContinuityResource- and facility management – as requestorInitiate and launch Service Improvement Plan activitiesChair on CAB meeting, representing IBM toward the CustomerManager on Call - lead and support Major Incident/outage/crisis situations in Service OperationsDepartment Lead responsibilities:Department strategy creation and executionFunctional and people management of 20+ employeesBusiness development, customer relationship managementCommunication strategyFinancial responsibilityDepartment functions:- Manager on Duty service – Operations control, escalation management team- Service Support Management – Delivery management team- Process Management - ITIL – EM, IM, CM, PM, ST, CMS, SKMS, CaM, AvM, ITSCM- Quality Management- KPI/Dashboard/reporting- Continual Service/Process Improvement- Training services- Translation services- Business support tool development and maintenance

Responsibilities:Operational support processes, workflows and rules in OperationHandling daily and rare situations/problems occuring in system maintenance activities, crysis-management, preventive activities. ITIL-based and complementary processes, short- and long term planningCoordination of outage-handling Communication and relationship management among international teamsLead and support Operation related projectLead and support LEAN initiatives

Responsibilities as SAP Basis Engineer: - Maintain SAP BASIS systems of international customers - Everyday operational tasks - Executing customer request and standard changes - Follow-up technical requirements - Short- and long term trend analysis.Responsibilities as Team coordinator:- Coordinate the 10 FTE team from technical point of view - Cooping with international professional teams- Synchronize the activities done by the teams- Associate human resources- Status- and result control - Reporting to line management.

Responsibilites:- Control the security of SAP systems by cooperating with security responsibles on customer side.

Responsibilities:- Maintain SAP BASIS systems of international customers - Everyday operational tasks - Executing customer request and standard changes - Follow-up technical requirement - Short- and long term trend analysis

As a lecturer I trained the teachers of the future for several elements of IT, like Database Management, Programming, Network, Operating Systems etc.

Developing and testing programs Train and maintain Ambulant- and Cytological systems