Frederik Lüchow Pedersen Email & Phone Number

Copenhagen, Dk

Roskilde, Sjælland, Danmark

⭐ Key Achievements and Responsibilities: Strategic Product Ownership: Translated BEC's priorities and business requirements into actionable development plans for the team, ensuring a seamless alignment with ITIL best practices and organizational objectives. Collaborative Leadership: Fostered a culture of cross-functional collaboration, leading to continuous improvement and innovation in BEC's IT service management approach. Improving ITIL ComplianceThrough collaboration with BEC's Risk and Auditors, our focus is on achieving optimal adherence to industry standards, ensuring robust, secure and streamlined ITIL processes.🛠️ Notable Accomplishments: Process Excellence: Pioneered initiatives that significantly enhanced operational efficiency, including:* Building the framework for defining business processes as part of Asset Management* Establishing a CSDM Data model for the Configuration Management DataBase. Agile Integration: Working with the existing agile framework to ensure that the team matured the agile approach. This have resulted in better written user stories, more efficient scrum events and a better interface to the rest of the agile organization. Stakeholder Management: Built robust relationships with stakeholders, ensuring their needs are met while maintaining stringent ITIL compliance.

Roskilde, Sjælland, Danmark

Roskilde, Sjælland, Danmark

Overall responsible for the compliance and governance of BEC's ITSM processes. ITSM Process Owner with experience in managing, designing, and implementing IT service management processes. Skilled in incident management, change management, and service request management. Proven ability to align ITIL processes with business objectives and improve service delivery.Key Highlights:* Managing the full lifecycle of ITSM processes for the organization.* Defining and improving ITIL processes to align with business needs and objectives.* Working with internal and external stakeholders to identify process gaps and develop improvement plans.* Ensuring compliance with ITIL best practices, security policies, and ISO-standards.* Providing training material to IT staff on ITIL processes and procedures, such as full video guides and class-trainings.* Monitor and report on IT service performance metrics and KPIs.Key Results:Improved understanding and anchoring of the Change Management process. We implemented self-shot Udemy educational videos where I teach the basics of our process in ServiceNow and BEC's Change process. Additionally, we established process improvements, including more precise data validation, automated risk assessments based on business criticality and dependency mapping, and a smoother way to production.In collaboration with platform architects and our supplier, I further refined and documented the Configuration Management process. This resulted in reducing orphaned service offerings from over 200 to 0, providing developers, incident managers, security and other stakeholders with a comprehensive overview of the relationships among configuration items.

Roskilde, Sjælland, Danmark

Knowledge Management: Established a KCS and ITIL-based Knowledge Management process with a primary focus on improving customer service interactions, not only with BEC's customers such as bank tellers and developers but also our customers' customers. This process aimed to ensure uniformity in procedures, answers, and documentation while expediting the onboarding of new employeesKPI's* Cases solved with attached Knowledge: 89%* % of published articles used: 77%

Roskilde, Sjælland, Danmark

Worked as IT Change Manager. * Established a New CAB-meeting process for Changes in BEC.* Re-designed the Emergency Change process to fit the framework of ServiceNow.* Worked alongside our Process Owner to optimize the process, working towards a overarching process that was inquisitive without being intrusive, involving all stakeholders.

Region Sjælland, Danmark

Customer Contact Center

Telefonsælger hos Elgiganten Danmark. Fokusområder omfatter:• Forsikringssager - Hvis kunde havde tilkøbt en forsikring på deres produkt gennem Moderna, og de oplevede en skade, var det mit ansvar at kontakte kunden for at tilbyde dem et nyt produkt eller et tilgodebevis. • Contentsalg - Ansvarlig for Salg af Yousee abonnementer på Elgigantens Kundecenter. Jeg ringede til kunderne for at lukke salget, efter de havde talt med en af mine kollegaer. • Claimshåndtering - Håndtering af- samt opfølgning af kundecenterets solgt ej udleveret liste. Fik sikret at kunden havde modtaget produktet og hvis dette ikke var tilfældet, fulgte jeg op med butikken.• Oplæring - Stod for oplæring af nye medarbejdere. Jeg oplærte 3 forskellige hold i Radio/TV sektoren samt havde flere af de nye konsulenter på medhør for at give dem indsigt i hvordan kunder blev håndteret bedst muligt. • Høj Kundetilfredshed - Kunder blev efter samtalen med mig tilsendt en SMS med en vurdering af hvor god samtalen havde været og hvor god en hjælp jeg havde været. • Kontakt med kunder gennem flere kanaler b.la Chat, Email og Telefon• Kontakt med producenter - primært for opfølgning fra kunder omkring bestemte specifikationer på produkterne. • Deltaget i flere kurser b.la Nordic MDA Hvidevarekursus.

Nørrebros Runddel

ServicemedarbejderFokusområder:• Klargøring af salgsmontre• Klargøring af fastfood-område• Kundebetjening• Kasseoptælling

Cand.It Webkommunikation, Interaktionsdesign

Bachelor Of Arts - American Studies, Humanities/Humanistic Studies

Activities and Societies: • Medlem af Danish Student Association for American Studies (DSAAS) • Formand for Engelsk og Amerikanske.

Stx, Samfundsfag A, Engelsk A, Historie A, Mediefag B