Jos De Ruiter Email & Phone Number

Amsterdam Area

Amsterdam En Omgeving, Nederland

As Customer Care Manager within Stibo Systems, my primary focus is to drive overall well-being of our customers ensuring a high level of customer satisfaction. I am the key point of contact for the assigned customers and also the point of escalation in the context of project delivery and support delivery issues in case the existing project and support escalation paths have not succeeded. Driving process improvements to serve our customers even better and mature the internal Stibo Systems organisation even more is an important part of the role.

Utrecht Area, Netherlands

As Service Provider Manager within Ziggo – market leading cable company in NL - I am jointly responsible for the sourcing and contract management relationship with Ziggo’s strategic partner and system integrator (SI). I am mostly responsible for sourcing/partnership issues during the execution of the projects, a single point of contact and escalation channel into the SI.Tasks and responsibilities:- Building and further extending the strategic partnership with the System Integrator - Support projects in their cooperation with mentioned System Integrator- Review and approve statements of work per IT project phase- Monitoring service levels- KPI monitoring and active reporting (by means of a Klipfolio dashboard)- Ensure all work is ordered (by means of statements of work and changes on top of that) in line with the Master agreement and agreed (quality) processes

Utrecht Area, Netherlands

Responsible for the technical and operational management of the product life cycle of a number of Acision products in messaging, mobile internet and charging domains.Tasks and responsibilities: - Responsible for all roadmap and customer-specific projects within the product release programs, from concept through engineering to delivery.- Responsible for the in time and within budget delivery of software development projects meeting the defined and agreed customer requirements as well as the high Acision quality standards.- Responsible for setting up an efficient and suitable project organization.- My projects are managed and controlled via a gate process, Acision’s implementation of the stage-gate technique used to manage a project’s life cycle.- Used Acision’s risk assessment and risk mitigation. Experienced in managing strategic, operational and financial risks.- Manage R&D teams and Integration teams (abroad) on a daily basis to ensure timely delivery and meeting the set revenue targets.- Manage 2-3 Project managers on daily basis- Input responsible towards quality to improve processes like Gate processes for Agile (scrum) and Waterfall- Develop and maintain proper working relationships with the relevant stakeholders within the internal (development) organization but also with the commercial teams and end-customers.- Involvement in defining and managing solutions requiring interaction between one or more customers / account teams, 3rd parties and internal Product Management, Operations representatives. - Introduction of the Enterprise Network (renamed into Soli Interactive). AEN meant a new type of business for Acision, introducing a Service Provider concept into the traditional product organization.- Introduction of SAAS for Acision’s products. This allows Acision to deliver hardware independent and as such to be more flexible towards a changing market, requiring Cloud based and hardware independent solutions more and more.

Utrecht Area, Netherlands

My responsibility is to manage the sustaining team in order to meet the contractual agreements made with customers in Service Level Agreements (SLA’s) in terms of resolution times for issues on their systems. Part of this responsibility is interfacing with customers, regional LogicaCMG offices as well as the Product Development Centers in the Czech Republic and the US. Main activities and responsibilities:- Responsible for incident management of 3rd line support for the Mobile Internet Business Unit- Line management for a team of 4-10 support engineers in the Netherlands and Czech Republic- Main contact towards development teams in Prague and regional support teams across the world (APAC, EMEA and America’s regions)- Managing customer escalations- Responsible for a full transition of the NL based activities and responsibilities towards Czech Republic, to establish a central support hub. Completed successfully in August 2008.

As part of the Professional Services and (later) Operations team I have managed several international– installation and (customer specific) development – projects. The customers were mainly European mobile telecom providers (e.g. Vodafone Germany, Telecom Italia Mobile (TIM), Virgin Mobile UK, Meteor Ireland, Mobilkom Austria, Telenor Norway, KPN Mobile NL, etc.), but also outside Europe. Main activities and responsibilities: - Project management for a team of 2-8 software and installation engineers in several disciplines (requirements analysis, architecture, programming, testing, technical writing, installation, integration) - Requirement analysis and capturing - Risk management - Test management (around 1300 test cases to design, create and execute) - Quite often, due to the cultural differences, the challenge in these projects were to get clear agreement on the requirements of the customer - Despite the for sure interesting challenges and cultural differences, I managed to deliver the majority of the projects in time, within budget and in full satisfaction with customer expectations - Technical project lead on integration points, among others 3GPP defined MM integration points (provisioning, prepaid/postpaid charging, HLR, VAS, Inter-MMSC) - Organise and lead customer workshops to educate on integration points and agree on final implementation In addition, I worked on several bids for a number of international telecom operators. Main activities consisted of attending (technical) clarification meetings at customers during bid phase, assisting in completing RFI/RFQ responses, preparing offers, etc.