Maarten De Bakker Email & Phone Number

Zurich, Switzerland

Zurich, Switzerland

Responsible for ensuring all technology services are delivered in alignment with client expectations and service agreements. Ensuring the operational cost stays within budget and the IT strategy aligns with the financial forecast. This together in close collaboration with the CTO of the company.• Started up the company as daughter company of the family office and moved all services from the UK and Antigua entity to Switzerland• Manage together with the CTO the IT Service company to provide an IT environment where security, collaboration and experience are seamless so our clients can focus on their core businesses• Revamped and implemented policies and strategic plans to optimize the companies structure• Consolidated business functions and locations eliminating over 20% in operating overhead annually• Developed forecast of revenue, expenditure and profit. Wrote viable business plan that leads to business decisions and consistent profits• Lead and motivate staff to advance employee engagement develop a high performing team • Leverage influencing and negotiation skills across the enterprise to enable cost-effective and innovative shared solutions

Zurich, Switzerland

Responsible for ensuring all technology services are delivered in alignment with client expectations and service agreements.• Ownership of the Service Delivery team providing 24/7 technology support to global clients in a multitude of different business sectors• Develop high quality technical strategies and plans ensuring their alignment with short-term and long-term objectives• Ensuring technology standards and best practices are met (stay up to date on new technologies and platforms)• Lead and develop a growing global IT Service team with vision to grow as a global service provider• Building and maintaining industry and technical standards across the technology structure• Ensure IT Services are delivered efficiently and effectively and continuous improvement of services is guaranteed for clients• Lead daily IT delivery, generate performance reports, and continuously increase user satisfaction• Identify process improvements and create a plan to execute with direct impact to the business• Ownership for the intake, triage, and prioritization of system and tool support issues• Build trust and relationships with key partners and stakeholders and act as a point of contact for important clients• Lead and motivate staff to advance employee engagement develop a high performing team• Maintaining the direction and tone to foster a business-oriented culture and value driven mindset through continual service improvement techniques• Leverage influencing and negotiation skills across the enterprise to enable cost-effective and innovative shared solutions• Manage delivery of services within the agreed budget

Zurich, Switzerland

Responsible for ensuring all technology services are delivered in alignment with client expectations and service agreements.• Ownership of the Service Delivery team providing 24/7 technology support to global clients in a multitude of different business sectors• Develop high quality technical strategies and plans ensuring their alignment with short-term and long-term objectives• Ensuring technology standards and best practices are met (stay up to date on new technologies and platforms)• Lead and develop a growing global IT Service team with vision to grow as a global service provider• Building and maintaining industry and technical standards across the technology structure• Ensure IT Services are delivered efficiently and effectively and continuous improvement of services is guaranteed for clients• Lead daily IT delivery, generate performance reports, and continuously increase user satisfaction• Identify process improvements and create a plan to execute with direct impact to the business• Ownership for the intake, triage, and prioritization of system and tool support issues• Build trust and relationships with key partners and stakeholders and act as a point of contact for important clients• Lead and motivate staff to advance employee engagement develop a high performing team• Maintaining the direction and tone to foster a business-oriented culture and value driven mindset through continual service improvement techniques• Leverage influencing and negotiation skills across the enterprise to enable cost-effective and innovative shared solutions• Manage delivery of services within the agreed budget

Zurich, Switzerland

Responsible for managing the Service Management team, securing efficient operations of multiple systems as well as optimized coordination with the other teams under the CTO. Ensuring professional optimization and development of processes and procedures, and motivating people to get the best out of the team.• Managing end-to-end SIAM operations and delivery across retained IT and suppliers’ network to deliver consistent and predictable quality service experience; organizing and managing life cycle coordination, quality control and operational process compliance across all practices for all end-to-end IT services.• Directing daily operations focused on delivering high quality, proactive support and service, which includes assuring 24x7 operations for critical services, acting as a single point of contact for service operations• Taking full ownership of support procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of help desk functions• Organizing the team to ensure the SIAM function is operating without issue with the most efficient allocation of resources• Being responsible for monitoring of quality assurance for all support requests; analyzing and providing data and reporting of KPI's and trends to IT functions• Regularly evaluating the market for new technologies that can be used to assist, improve, and automate support activities• Serving as the liaison between Business, Engineering and Product teams to help these teams prioritize and understand the impact issues are having on services• Participate in business projects to ensure operational requirements are considered• Coordinate security & privacy activities including handling and follow up of audits• Ensure Disaster Recovery Plans and Business Continuity Plans exist and are up to date

Zürich Area, Switzerland

Member of management team of Zurich office. Define, manage and execute IT Service Management and provide oversight for IT Service Operations, IT Service Transition, IT Service Design and the IT Service Strategy disciplines for the Zurich office and its business. Ensure that IT understands the requirements of the Zurich business users and ensures delivery of the appropriate IT services to meet the business needs.• Identify IT service requirements for the Zurich business• Act as a country IT service escalation point• Conduct IT service reviews with the business: reporting to the country management teams on IT service delivery and presentation of IT service delivery reports• Act as a country liaison for specific IT services (service desk function, technology support function, country major incident activities)• Support IT Application middle change demand prioritisation and discussion• Work closely with business partners and other IT Business relationship managers on strategic requirements for the Zurich business• Contribute to broaden service transition initiatives and manage service introduction and acceptance for IT application deployments or implementation of new IT services• Identify and oversee the implementation of specific areas of IT service improvement

Brussels Area, Belgium

• Responsible for a high quality of service achievements and carry a holistic support out of major customers of Dimension Data Belgium. Arranging indirectly the assurance and extension of service turnovers• Act as an interface between customers, affiliates, manufacturers and Dimension Data• Support and further develop major service contracts• Observe quality standards, service level agreements and their implementation• Provide support with the preparation and calculation of bids• Manage contacts with the accounts stakeholders and visit the client on a regular basis for the service contract care• Responsible of the optimization of the working processes

Brussels Area, Belgium

• Boosted client satisfaction rating as a key conduit in handling and resolving customer issues• Slashed customer ticket resolution time by 50% through efficient and responsive management of all tickets—established new process to closely monitor ticket resolution, prioritisation and communication between all parties• Designed and led quality improvement processes to strengthen service performance and exceed set SLA targets• Steered monthly SLA meetings and reporting to Top 5 International Customers• Conducted negotiation and closing of win-win SLA contract renewals• Monitored and headed follow-through initiatives on large-scale customer implementations• Increased staff morale, productivity and efficiency by leading training and coaching initiatives• Played a key role as ‘Lead Project Manager’ in directing the company’s internal IT system upgrade

Antwerp Area, Belgium

• Launched several process improvement initiatives to streamline internal service efficiency which resulted in a significant increase in operational productivity• Delivered strategic guidance and technical support on diverse telecommunications technologies (broadband internet, telephony, mobile and television) • Increased service delivery performance by optimising daily technician appointments from 5.9 to 8.1 tech per day as Planning and Helpdesk Repair Specialist