Managing all aspects of ICT Services and Service Management (outsourced to Wipro, Accenture and others). Keywords: win/win, SMO, SIAM, ITSM, Agile.Specialties: IT Service Management, operational management, managed hosting solutions, infrastructure and software architecture, partnership development, people management, project/program management and solution development, processes/tooling (ServiceNow).

Temporary assignments:- Project Management- Service / Delivery Management- Line/Operational Management- Bid & Engagement Management- Process Analysis and (continual) improvement- IT Maturity Assessment- International environments

Fujitsu Technology Solutions B.V., Service Delivery Director Overall responsible for • service delivery management of all aspects of contracted ICT services; measured on KPI’s like SLA results, financial results, customer satisfaction, quality and ITIL-based Continual Service Improvement of multi-year contracts. Value of contracts € 50M+.• accounts delivered to include FrieslandCampina, Hennes & Mauritz, Alliander, Schiphol Airport, USG, Taqa, Astellas, Detailresult, several… Show more Fujitsu Technology Solutions B.V., Service Delivery Director Overall responsible for • service delivery management of all aspects of contracted ICT services; measured on KPI’s like SLA results, financial results, customer satisfaction, quality and ITIL-based Continual Service Improvement of multi-year contracts. Value of contracts € 50M+.• accounts delivered to include FrieslandCampina, Hennes & Mauritz, Alliander, Schiphol Airport, USG, Taqa, Astellas, Detailresult, several hospitals, Ahold, Sanofi, Skoda, CRH.• out-sourcing transition and transformation programs/projects• management, steering and leadership of all teams, vendors and staff delivering ITIL based managed services.• international service and account management• Pre- and Post-sales activities including solution design/costing and creating/giving solution presentation Show less

* responsible for all internal R&D projects and project management; a mix of waterfall and agile software development* responsible for analysis, improvement and implementation of SDLC processes* responsible for all HR matters (with HRM department to support the line organization)* Staff of 20, plan to grow to 30 in 2007* QA/QC offshore to Ukraine

As Vice-PresidentTechnology & Services, Joost Dull holds global responsibility for Research & Development, Product Management, Consultancy, Educational Services, Technical Support and special projects at Cyco Software. With twenty years of broad experience in ICT and international markets, Mr. Dull has held senior management positions in business development, consultancy, services, sales and marketing for both large and small software companies including Getronics and Rational.

Rational Software, Schiphol-Rijk (now IBM) - Director Customer Service, EMEA & APAC Operations* responsible for all finance, research/development/support of all services, HR and operational issues offering services in international marketplace* responsible for implementing business processes and systems (like ERP and CRM)* responsible for double digit growth in people/resources and offered services (implementing scalable solutions) in year 2000* responsible for re-structuring… Show more Rational Software, Schiphol-Rijk (now IBM) - Director Customer Service, EMEA & APAC Operations* responsible for all finance, research/development/support of all services, HR and operational issues offering services in international marketplace* responsible for implementing business processes and systems (like ERP and CRM)* responsible for double digit growth in people/resources and offered services (implementing scalable solutions) in year 2000* responsible for re-structuring and down-sizing in year 2001* services offered include Technical Support, Service Level Management, Technical Account Management, Licensing Support, education and training* region covers all countries outside Americas* yearly budget appr. US$ 9.500.000 (costcenter)* people (140) in organization spread over 5 locations* member of International Field Operations (IFO) Management Team Show less

Director Business Unit Quality Management Solutions* P&L responsible for all financial, commercial, product research/development/support, HR and operational issues offering products and services in Dutch marketplace* product portfolio focuses on testing (methods, techniques, project-based testing), QA, process improvement (CMM, ISO9000) and implementing quality management * unit had 60 employees* yearly budget appr. Euro 8.000.000.* member of Business Line Management… Show more Director Business Unit Quality Management Solutions* P&L responsible for all financial, commercial, product research/development/support, HR and operational issues offering products and services in Dutch marketplace* product portfolio focuses on testing (methods, techniques, project-based testing), QA, process improvement (CMM, ISO9000) and implementing quality management * unit had 60 employees* yearly budget appr. Euro 8.000.000.* member of Business Line Management Team* project manager G2E (Getronics e-CRM startup): responsible for building new product and services portfolio Show less

Manager of the University Computer Center, acting managing director* responsible for all issues concerning buying, delivering, developing, system and service (level) management, support, product management, budgets, finance and staff (37 fte’s, later 90 fte’s as managing director)* yearly budget appr. Dfl 28.000.000.* technologies involved: a.o. (rapid) application design and development, (relational) databases, Internet, intranet, extranet, backbone and LAN’s (35 buildings)… Show more Manager of the University Computer Center, acting managing director* responsible for all issues concerning buying, delivering, developing, system and service (level) management, support, product management, budgets, finance and staff (37 fte’s, later 90 fte’s as managing director)* yearly budget appr. Dfl 28.000.000.* technologies involved: a.o. (rapid) application design and development, (relational) databases, Internet, intranet, extranet, backbone and LAN’s (35 buildings), mainframe for information systems, supercomputers for scientific research, Unix servers, NT servers, PC’s, telephone systems (8000 extensions), dial-in and dial-back facilities, service management systems, etc.* managed programs/projects include* new university wide network: European procedure offer-request, CISCO ATM fiber backbone, 100Mbit LAN’s, 18 month project plus maintenance period, 5 year budget Dfl 20m of which Dfl 15m for maintenance/service, converted service model from distributed to centralized for improved efficiency, accomplished implementation on time within budget* BAAN ERP implementation; totaling 4000 users, 12 month period after selection included modifications, testing, training, data conversions, implementing service/maintenance processes/procedures, accomplished on time* ITIL implementation; new network and BAAN system required proper change/configuration management and re-organization for implementing proper processes; trained all IT staff on at least ITIL essentials, 5 year budget Dfl 2m, initiated use of ITIL in all faculties, accomplished as planned within budget * member of Management Team Show less

Manager product development, Project manager* directly responsible (functional and operational) for group of project-leaders, designers and developers totaling 18 fte’s* managed projects include* network implementations and managed applications for private networks using lease lines* document information management system for 7 ministries including public access via IP* interactive television; system worked as planned within budget but financiers backed out* Roccade’s… Show more Manager product development, Project manager* directly responsible (functional and operational) for group of project-leaders, designers and developers totaling 18 fte’s* managed projects include* network implementations and managed applications for private networks using lease lines* document information management system for 7 ministries including public access via IP* interactive television; system worked as planned within budget but financiers backed out* Roccade’s first Internet café sessions allowing all Roccade employees to get acquainted with Internet, WWW, etc* member of Management Team Show less