Jerry V. Email & Phone Number

'S-Hertogenbosch, Nb, Nl

'S-Hertogenbosch, Nb, Nl

The Hague, South Holland, Netherlands

Accountable for the client relationship comprising of all Operations and supporting functions except Sales, including: - Revenue assurance/ Billing, Finance/P&L- Service Management, Contract Management, Health and Safety. Results achieved to date:- Selected, screened and put a new team of 15 people together in just 30 days.- Drove efficiency improvement and organizational realignment- Overall Customer Confidence from Red to Green- Service level adherence 100%- Revenue assurance: achieved 150%

The Hague, South Holland, Netherlands

Director and Transformation leader, in charge of transformation of a global organization of 14 teams, 195 FTE into a streamlined cost effective and high performing organization.- With utmost tact and care, building a foundation of trust and commitment to sustain the high performance level required to meet our contractual obligations to 1 of AT&T’s largest accounts in the sourcing business. - Accountable for: delivery engineering, network management, change management, request management, order handling, project management, technical support, installation, test and turn-up, IP management, and Secure access.- As our client decided to insource most of their services, I had to downsize the organizationand release approximately 95% of the staff: - Introduced a change program based on neuroscience sponsored by our executive team and provided extensive coaching and guidance to the managers reporting to me and their staff. - This program combined with clear and honest communication, introduction of a succession reward and close partnership with our HR business partners, helped to keep attrition to nearly zero and motivation high.Exceeded al Critical Service Levels despite unrest and uncertainty in the organization whilst realigning and downsizing the team. Operational results achieved: o Change Management: ytd results well above target at 99.22% against expected target of 98.87%. o Request Management: ytd result of 99.93% against a target of 99.27%. o Avg backlog: reduced by 16.4% o Avg cycle time MOW: Reduced by 52.41% from 71 days to 34 days- While leading my service delivery team through this challenging transition, I was also asked to build and lead a new Shell Service Management team. So ramping down on one side (Service Delivery) and building a new organization on the other side (Service Management). Selected, screened and put a new team of 20 FTE together in just 30 days!

The Hague, South Holland, Netherlands

Built a new Systems & Tools Center of Excellence supporting large network sourcing accounts. Led a group of 15 high profile, highly skilled and talented developers and engineers, liaising with leaders of key accounts, IT, lead architect Software Defined Datacenters, Compliance, Sales and Operations. Driving improvement and efficiency by sharing best practices and upscaling successful applications, making these multi-tenant and future proof. Using technologies like Kubernetes, Elastic search and moving solutions to the cloud.• Systems development/DevOps• Systems /Application management• Sales Support & support of strategic initiatives (Software Defined Datacenter)

The Hague, Netherlands

Manager of a global organisation (50FTE), based in US, EMEA and AP. supporting AT&T's largets global outsourcing account with annual revenues in excess of $340M. Accountable for Asset Management & Renewal, Global Health and Safety, DevOps (Systems and application maintenance and development), Service Level Management, Capacity Management, Data Quality & Billing Assurance, Configuration Management and process Engineering.- Member of the Dutch Senior leadership, decision maker in workforce planning initiative; restructured Dutch organization.- Managed Services contract renewal, led renegotiation for the SLA, reduced financial risk by 40% from $36M to $21M p/a and reduced number of service levels by 70% from 300+ to 90.- Assumed responsibility for program management for the implementation of the Service Integration & Management (SIAM) platform for ServiceNow. This platform will revolutionize the way of working and interfacing between AT&T and client. Planned, organized and delivered key interfaces well ahead of planned deadlines and within budget.Operational:- Delivered Excellent Operational improvements and performance for 2014-2017; significantly improved customer experience by obtaining overall operational improvement and reducing service level misses by 78% during a period of 10-15% budgetary cutbacks year over year.- Slashed service level credit payments by 89% and achieved lowest credit payment on record at $76K vs $6.8M in 2017.- Achieved 58 consecutive months free of reportable incidents for Global Occupational Health, Safety, Security and Environmental Operations (HSSE) across AT&T its suppliers and contractors.

The Hague

Reporting to the Assistant Vice President (AVP) Managed Services, responsible for a global team of 15 direct reports, based in India, Malaysia, Slovakia, Netherlands, UK and the US. Accountable for:Service Level Management: - End to end management of 300+ service levels- Credit management ($36M per annum).- SLA and KPI definition and contract negotiation.- Leadership and People Management - attract, motivate, coach and develop team members, Member of global service management leadership team and member of Dutch leadership board.- Financial Management - support budgeting cycles, forecasting, review financial statements and manage business metrics.- Communication – customer facing, communicate operational results and KPI’s to the customer and AT&T senior management (VP, SVP), present to various internal AT&T organizations including, Lifecycle Management, Vendor Management, Finance, Service Center of Excellence, IT etc.- Project Management - manage change projects, support new product and service definition- Capacity Management: manage, monitor capacity of global Telecom infrastructure across 1150 sites, in over 70 countries, 27,900 network devices, 14,600 Wi-Fi access points, 320 Firewalls.- Report on projected future utilisation levels based on historical trends, process demand changes and client notifation of any failure to meet these requirements. - Demand/capacity gap analysis and customer & partner organisation liaison when capacity issues might affect the quality of Service.

Due to outsourcing transitioned from Shell IT to AT&T.Leading a global team of 14 staff based in Houston, Kuala Lumpur and Leidschendam.Accountable for the next 4 disciplines:- Service Level Management- Supplier Performance Management- Business Continuity and - Process Improvement

The Hague, South Holland, Netherlands

- Recruited, hired, and supervised a diverse and global team of 15 FTE. - Defined, negotiated and managed Telecom SLA's (7) with Shell business reps.- Measured 3rd Party Supplier Performance for 40 key Telecom vendors. - Coordinated the implementation of Sarbanes Oxley (SOx) controls and certification with zero deficiencies- Managed a global team of service level analysts, business analysts and suppier performance managers.- Responsible for all telecom SLA's, OLA's and supplier contracts for WAN, LAN, Voice and Conferencing services provided globally to the Shell Group. - Responsible for processes and process improvement within the telecom service line.- Responsible for business continuity management within the telecom service line.

The Hague, South Holland, Netherlands

- Defined and led the implementation of the tactical service management processes (Capacity Management, Service Lifecycle Management, and Service Development). - Coordinated the definition of Service roadmaps and score cards.- Managed Information Security within the Shell Telecom Organization (STO).

The Hague, South Holland, Netherlands

- Led the global ITIL process implementation and restructured the global Telecom Service Delivery organization to 3 centralized main hub locations (Houston, Leidschendam, and Kuala Lumpur)- Implemented first ITIL aligned delivery team in the Shell IT Delivery Organization (4500 staff), implemented matrix structure and delivered huge scalability and flexibility benefits for the global operations team.

Netherlands

As Senior consultant employed by Origin and later Getronics Consulting I’ve led several ITIL (IT Infrastructure Library) process implementations, improvement and change initiatives for large customers in complex environments including ING Bank, Philips, Ericson and the Dutch Government.Next to consulting I was active in pre-sales, service definition and coaching/teaching ITIL Foundation.Summary of key projects:Dutch Government /Department of Justice (2000)- Executive advisor and soundboard for definition and implementation of tactical service management processes.ING Bank (1999-2000)- Implementation of ITIL processes and Service Management toolING Bank (1999-2000) - Set-up support organisation Customer Contact CentreOrigin (1999)- Service Development migration methodology including desktop, infrastructure, service organisation, processes, SLAEneco (1998-1999)- Outsourcing due diligence investigation and creation of transition planPhilips Corporate IT (1998)- Bid management, facilitation of SLA negotiations and leading workgroupsEricsson (1998)- Quick scan, problem analysis, advise on organisational improvement, project initiationNerefco Refinery (1997)- Definition of Service Level Agreement- Definition of support organisation Origin (1997)- Define Web-/firewall hosting service- Define service catalogue, SLA’s, OLA´s

Executive Master Of Business Administration (Mba), Business Administration And Management, General

* July 2017: Gibs University Pretoria (Johannesburg, SA) - Strategic topics for executives South and sub-Saharan Africa; * August.

Bachelor Of Science (Bsc), Information Technology