Peter De Bruycker Email & Phone Number

Brussels, Be

As Head of Architecture & Solution Development, my role is centered around crafting and executing the technological vision of the organization. This involves not only designing robust IT architectures but also leading global teams in the development of innovative solutions that drive business success. Managing the budgets, fostering strong vendor relationships, and proactively mitigating technical risks, all to ensure that our technology ecosystem remains on the cutting edge and fully aligned with our strategic objectives

Belgium

Transforming our customer journey into a digital experience by delivering ease of business touchpoints, self-service means, and feedback channels to get our customer engagement into motion.

Brussels Area, Belgium

Provide and promote excellent Customer service by driving the vision, and operational plan of the global support teams. Identify opportunities that determine key strategic direction and objectives. Reviewing engineer's contributions to the betterment of customer satisfaction and appraising outstanding Customer support performance. Handling customer incidents by coordinating the incident process, communicating the progress, and analyzing potential improvement plans. Playing an active role in the actual support by participating in the communication and resolution of customer problems of a high severity nature as well as high-value customers. Oversee cost-effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.

Brussels Area, Belgium

Identify Customer service trends, determine system improvements and implement necessary changes that improve the existing support standards and increase the global Customer satisfaction. Manage and monitor the Quality of Service delivered to Customers, ensuring that the SLA commitments are met and report KPI’s to the department Director and VP. Based on Customer and internal stakeholder’s feedback, design and implement process improvements for new and existing products, technologies to reach the required expectations.

Brussels Area, Belgium

Responsible for establishing long term relations of trust with BICS key accounts. The service manager is the trusted advisor for these premium customers with the objective to generate a high level of satisfaction on top of the standard operational interfaces for service fulfilment and service / network assurance. Proactive and reactive incident reporting and managing escalation situations. SLA and contract reviewing / negotiating. Building improvement and optimization plans for key accounts. QoS KPI monitoring, analysis and reporting. Post and pre sales support. Anti-Fraud management.