My ultimate goal is to ensure all our customers receive the best customer experience related to IRISnet services and solutions. In this role, I'm responsible to lead the teams coping with Delivery (implementation phase) and Service Management (run phase).

A key part of my role as Service Delivery Manager is to establish and refine delivery processes. The goal of streamlining these processes and procedures is to ensure that each customer/department gets the same great experience from the initial stage.Managing customer expectations involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. I typically evaluate a customer’s experience against a set of customer satisfaction goals and criteria. When scores fall below these thresholds, I will conduct additional research and define actions plans.My role is as well to ensure that processes are efficient and cost-effective. I aim to find ways to reduce costs without affecting the overall customer experience, such as by removing paperwork from administrative tasks or removing unnecessary steps in the process.And last but no least, I'm responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.In other words, very exciting challenges.

I’m a relationship-focused customer success manager, aligning client and vendor goals for their mutual & beneficial outcomes. Client Success is all about helping my clients meet their goals.Key focus points: Predictable & Proactive approach, Value for Money, Success Oriented, Data Analytics driven.

As Service Delivery Manager for important customers, I have the opportunity to act as the conductor to provide the best possible and state of the art support. Making sure SLA are respected, improving current procedures, future forecasting, improving communication, ... are day-to-day challenges I love to take.

As Service Delivery Manager for Cofely Fabricom - GDF Suez Group, I have the opportunity to manage people working at the customer site, as well as to act as the conductor to provide the best possible and state of the art support. Making sure SLA are respected, improving current procedures, future forecasting, improving communication, ... are day-to-day challenges I love to take.

In addition to my main activity at Econocom, I work for Coaching Ways as ARCP and supervisor, being a certified professional coach (PCC, certification provided by the ICF (International Coaching Federation)

I took the opportunity to train, experiment and finalize several activities like : - Enterprise and Life Coach- Open Space Technology Facilitator- Management expertise- Hoffman Teacher- Couple Communication seminars organizer- Train The Trainer

NETAPP 2001-2011Global storage solutions provider; $5.1 billion revenue Technical Director, Belgium/LuxembourgProvided decisive leadership and direction for 51 million EUR business unit encompassing Technical Pre- and Post-Sales Support and Professional Services operations. Recruited, supervised, trained, and motivated 15 team members focused on providing high level support for regional storage solutions sales force. Established and enforced strategic roadmaps, procedures, and best practices for daily operations, team activities, and corporate growth objectives. Forged long-term, productive alliances with internal and external stakeholders. Resolved and tracked escalated issues, and assisted teams with high profile prospect presentations. Represented Technical Teams with Board of Directors and served as critical liaison between corporate sales and technical teams.Key Successes: • Credited with growing Professional Services business by 460% from 2006 to 2011 whilst fuelling 34 million EUR increase in Technical Assistance business during same timeframe.• Devised and deployed cost-cutting process improvements and organisational change initiatives to sustain business growth despite significant reduction in investment due to economic downturn.• Received accolades from Global VP for defining, testing, and documenting industry’s 1st Site Failover Procedure. Positioned company to outperform worldwide competition and generate millions in fresh revenue.• Skilfully represented corporate interests and brand whilst striving to maximise productivity, efficiency and benefit to client.• Introduced proactive management, constant downward communication, performance incentives and team building methodologies to maintain highest levels of employee morale and productivity.• Named European Pre-Sales Director of the Year during major corporate event in Las Vegas, Nevada, USA in 2009.• One of a select group chosen twice as a Technical Manager for prestigious Sales Club.

 Technical Manager • Full responsibility of creating a technical team structure in order to sustain Redstor local business growth. • Achievements:- Build up a structured pre and post-sales team- Certified SAN trainer (Fiber Channel Group Europe)- Developing new business opportunities around backup solutions• Recommendations: (available at the end of the document)- 1 co-worker

 Senior Consultant• Delivering high-level consultancy all across Europe • Achievements:- 2nd Promoted Consultant to Senior Consultant in the world- 8 months project to recommend a backup strategy for an important bank in Paris Consultant• Full analysis of a storage management solution at customer sites included interviews with the different persons in charge of the storage management, writing of reports, validations with the customer and design of the solution.

I joined the company as a pre-sales specialist in the security and storage management arenas. As a pre-sales specialist, I had to present the Sun Microsystems solutions (Solstice Backup, Solstice Firewall) as well as to assist customers to make evaluations.

 Open System Manager • Starting business activities around the Unix space.• Starting business activities around Security (Checkpoint Firewall-1)• Achievements:- 1st event in Luxembourg around the upcoming Windows NT technology (more than 100 attendees) - Becoming Legato NetWorker distributor for Luxembourg

 Pre-Sales Engineer • Specialized in Unix system management solutions and high availabilily• Achievements:- European recognition (several travels to the European Center in Sofia Antipolis)

 Pre-Sales Engineer • Telephone support for Unix customers, BIM being the first Belgian distributor for Sun Microsystems• Responsible for developing and supporting a Payroll Application based on VAX/VMS