Jonathan Mertens Email & Phone Number

West-Vlaanderen

Brussels, Brussels Capital Region, Belgium

Brussels Area, Belgium

The role of the IT Service Manager is to provide a senior IT manager responsible for operational services. The responsibility of the IT Service Manager is:- To actively monitor that the provision of IT services conforms to the agreed standards of quality and cost;- To manage the senior management relationship for all issues relating to operational delivery and pro-actively identify areas for improvement.Head of IT in the Asia-Pacific region

Brussels Area, Belgium

The job activities are twofold: process improvement activities and reporting activities.Regarding the process improvement activities, it will mainly focus on IT Service Management processes based upon ITIL best-practices. In this capacity, I am in charge of: - Analyzing the current reporting and IT Service Management processes in order to improve their efficiency and effectiveness by automating them - Writing functional analysis documents that will be used to review the processes and to develop new solutions - Collecting specification and feedback from the stakeholders and getting their sign-off - Coordinating small / medium projects (around 100-200 mds each)- Managing the Service Level Management team - Actively collaborating with other teams Regarding the reporting activities, I am responsible for: - Writing the daily production bulletin report which depicts, by client, the production stability during the last 24 hours including the impact on the business processes- Calculating and analyzing the monthly IT Balanced Scorecard figures and writing the corresponding executive summary for ManagementThe activities of the Service Level Management team are twofold: 1. Operational activities: - Creation and the maintenance of the Service Catalog and the related SLAs between service provider and clients. This includes the liaison with OLAs and external providers - Monitoring of the KPIs - Generation of the reports which monitor the service delivered by the service provider to the clients2. Process engineering activities: - Service Level Management has acquired an expertise in process improvement (specially in Service Management related processes) and reporting automation. The team acts as a competence center and is often consulted for advice and solution by other teams.

This function required a broad understanding of IT technical architecture and a good knowledge of production applications and their related SLA.• Team leader deputy• People Manager in Belgium and France• Decision authority to ensure a global control of the production environment• Central contact person and escalation point for any concerns related to Development divisions, Strategic Programmes and to business (internal and external)• Turning common sense into best/common practices• Owner of strategic development of my team• Trainer for the process towards the entire company

Creation & start of a recertification process of applications. Documentation of IT resources. Documentation of functional & generic users. Clean-up of Windows infrastructure. Implementation of Business Role access. Partial restructuring of mainframe environment. Cleaning of obsolete IT resources. People management (7 persons). Recruitment for Data Security. Implementation of new user & access management way of working.

Responsible for the daily management of several call centres (one call centre per customer), mainly inbound. My daily tasks were: reporting, defining and managing objectives (SL and KPI), agent planning, recruitment, managing “lead” agents, evaluating agent teams, managing costs, fulfilment, process creation, customer communication, starting up new projects, etc. The projects could be of commercial or financial nature. I managed helpdesk projects as well. I reported to the Operations Director and worked in close collaboration with the different Project Managers.

IT and telecom courses to companies and government agencies, development of software manuals and new courses and outbound consultancy. Development of long-term company training programs (Xp migrations for Mobistar and ING). Managing the daily tasks (planning, etc.). Project development (software migrations,...). Responsible for the development of software manuals and new courses. Creation of company logos and company publications. Training and follow-up of the trainers team, organising and planning courses, assisting the sales team, implementing new products, stock management, recruitment, etc.

Education record

Education record

Education record

Education record

Education record