Gerd Devriese Email & Phone Number

Bucharest, Romania

Bucharest, Romania

• Manager Service Delivery Management: Accountable for achieving a maximum of customer happiness done through a motivated team of service managers, incident managers and change managers
• Program Manager for the ‘Incident Acceleration’ program, delivering new automations for the Business Line Infrastructure, using resolve orchestration tool
• Responsible for Quality & Compliancy department (ISO/ISAE, continuous Improvement)
• Part of management team, defining and implementing strategy for 3-5 years.

Bucharest, Romania

• Responsible for Shared Service Desk team (21 FTE)
• Design the shared service desk service (description, costing, actuals) and promote within Cegeka on group level
• Organize the delivery of this service from our delivery centers in Romania
• Ensure that the delivery meets the agreed customer SLA’s
• Guard the budget to ensure operational result is at 0 (cost center)
• Responsible for Quality & Compliancy department

BASF Antwerpen

• End to end responsible for Frontdesk and Orderline department (25 FTE)
• Task Based Outsourcing contract
• SLA and P&L responsibility
• Assisting with workload if necessary
• Creating and executing various improvement plans regarding ticket quality, first call resolution, synergy between Orderline and Frontdesk.
• Delivering required reporting to higher management (both BASF and Experis)

Hasselt

• End to end responsible for Servicedesk department for Cegeka Outsourcing (36 FTE Servicedesk employees and 4 FTE Incident Manager)
• Coordinate, maintain and organize the servicedesk department in order to ensure efficient functioning of service delivery within the departments’ targets.
• Building of a solid team of employees and incident managers and encourage collaboration between servicedesk and other departments.

Hasselt

• o Assisting the customer with implementation of Incident Management process, based on ITIL v3 framework.o Designing escalation matrix, ICT policy, KPI’s. o Guidance with the implementation of ticketing tool (LBE)o.
• Assist with replying to RFI/RFP’s regarding servicedesk requirements

Vilvoorde

• Operational leader of 35 network engineers from multiple nationalities.
• Responsible for meeting SLA requirements
• Deliver required reporting to higher management
• Handling internal and external escalations
• If necessary, assisting with daily operations

Johannesburg Area, South Africa

• Responsible for day-to-day operational tasks (25 FTE)
• Responsible for meeting SLA requirements
• Gathering necessary information and transform it to useful management reporting
• Handling escalations from customer

Johannesburg Area, South Africa

• Organizing and providing necessary training to new employees.
• Creating and updating work instructions, procedures.

Johannesburg Area, South Africa

• Assist with the transition of 2nd line support from The Netherlands towards South Africa.
• After transition, performing BAU activities of 2nd line support (solving complex incidents, executing changes and requests)

Johannesburg Area, South Africa

• Handling incoming mails.
• Assisting overflow on calls
• Follow up of assigned tickets on servicedesk queue.
• Follow up of priority 1 incidents.

Johannesburg Area, South Africa

Act as a SPOC for incoming calls regarding IT related incidents and requests.