• Voortgangsbewaking op incidenten en problems• Verzorgen van rapportages omtrent incidenten vanuit Topdesk • Regie P1 en Majors MIR rapportage• Escaleren van incidenten indien nodig• Communiceren richting gebruiker, inzake incidenten• Communiceren richting 2e/3e lijn, inzake incidenten

Managing a team of service engineers. The team provides on-site services in the food and non-food retail industry. Most of the time they on the road, providing services on behalf of the client. We speak regularly on the phone, and meet face to face once a month at my office. I ensure they can work under favourable, friendly and safe circumstances. To support these efforts, I also visit client sites.Each team member has different behaviours and needs, with one person needing more attention and support than the other. People deliver their best performances when they have a good work-life balance. By driving engagement, the group grew into a proper team. For me, this was very rewarding and satisfying.

SPAR Retail software Store Mate to Storeworld migration:• Checking image software and hardware for each migration.• Managing several third parties working on-site.• Developing and maintaining project management products

• Scheduling replacement during non-production hours. Careful alignment with Project Lead and third party. Project completed successfully and re-visualised in partnership with the Centric Operational Manager.

Timely operational performance, progress and incident resolution for client groups: local (municipal) and non-local governments(BSGW – tax collaborations between municipalities and water authorities,social domain), Sanquin blood bank, Obvion Hypotheken (mortgages). For incident resolution purposes, I was usually closely involved in operational and workplace activities. I played a strong coordinating role to ensure proper process utilisation and was the first point of contact for IM and PM, both internally and for the client.• Planning incidents and monitoring incident progress. • Performing quality control for the execution of and adherence to incident processes, striving toward process optimisation and compliance with standards such as ISAE 3402 and ISO 27001.• Communicating process execution to stakeholders.• Handling major incidents. Performing specific activities when reporting majors both internally and to the client.• Discussing top priority incident resolutions with the client.• Initiating process improvement/adjustments by process owner IM CM PM.• Monitoring overall process KPIs as specified in the process manual and escalation process.

• Functional management of 12 on-site field support employees.• Performing performance and assessment interviews.• Supporting career and training plans.• Team management to ensure everyone can work under favourable and friendly circumstances.• Holding daily/weekly evaluation meetings. Highlights/Lowlights reporting.• Approving HR and time registration documentation for Centric and Essent.• Meeting KPIs, including reporting to BU manager operations.• Process organisation SPOC VIP Executive Board.• First point of contact for VIP Essent.• Schedule alignment with administrative departments.• Ensuring personal, direct and proactive communication.

• Incident coordination, SPOC for the Executive Board, functional management through client reviews plus functional and assessment interviews.

• Incident & change scheduling.• Periodic internal reporting.• Discussing/coordinating process interfaces with other process managers.• Handling major incidents. Performing specific activities when reporting majors both internally and to the client.

• Siemens Operator: Database Management. Performing error mutations. Back-up/Restore.• Help Desk Agent: Online incident resolution in an ITIL environment.• Team Lead Help Desk IT: functional management of 15 help desk agents.• Facility Coordinator: Main contract implementation for facility catering, security and cleaning, in partnership with the Contract Management and Facility Management departments.