Pieter Tack Email & Phone Number

Lubbeek, Be

Brussels Region, Belgium

Brussels, Brussels Region, Belgium

Brussels Area, Belgium

Support the PAM in addressing concerns from national and multinational sponsors, ensuring proper internal assignment and timely response;Support the PAM, coordinating the necessary parties for the preparation of the formal NCI Agency Service Level Agreements and other support packages;Ensure that formal NCI Agency offers meet Agency’s quality standards and are in line with the expectations of sponsors, including quality acceptance criteria, scope and timelines of the formal NCI Agency offers;Monitor, understand, and communicate to sponsors the progress on request processing, all through the Services lifecycle. Engages with both sponsors and relevant stakeholders for the resolution of issues should they arise;Support the PAM in contributing to:The development of the Demand Assessment, based on understanding of the Customer Requirements and the Agency offer based on the Agency Catalogue;The improvement of all relevant portfolio management processes, also liaising with other relevant stakeholders as necessary. This includes development and implementation of SOPs, Metrics Measures and KPIs;The planning and prioritization of the activities in the Account.Deputize for higher grade staff, if required;

Brussels Evere, Brussels Capital Region, Belgium

Support the implementation of an Agency Customer Relationship Strategy and ensure a coordinated Agency-wide approach to Customer Relationship Management; Provide products to support the Principal Customer Relationship Manager´s advice to Chief Strategic Partnership and Customer Relationship Management on Customer Relationship Management including identification and development of new opportunities for the Agency;; Build and maintain relationships with Customer Relations specialists both within and without the Agency; Support Demand Management Staff in developing and managing relationships with customers, nations, sponsors and stakeholders to include developing and managing partnerships across the Demand Management Accounts; Provide products to support the Principal Customer Relationship Manager´s advice to Chief Strategic Partnership and Customer Relationship Management with identifying and developing new opportunities for the Agency; Support the activities to establish, control and manage the Agency-wide processes for the Customer Engagement and Customer Satisfaction Management, including development/enhancement of NCI Agency directives, Process Description Execution Document (PDED) and supporting Standard Operating Procedures (SOP). Maintain an adequate level of communications with customers within their designated portfolios of NATO bodies, national and/or multinational organisations; • Measure, Monitor and Report Customer Satisfaction; • Ensure Customer comments, complaints and compliments are appropriately handled throughout the Agency and coordinate any complaints escalated to Demand Management; • Responsible for the production and maintenance of: o The NCI Agency Customer Engagement Plan. o The NCI Agency Customer Relationship Management Toolset. o The NCI Agency Customer Satisfaction Programme. • Deputise for Principal Customer Relationship Manager, when required;

Belgium

Leading BTs service development activities within a defined area and is accountable for the overall in-life service relationship. Focused on improving resilience and customer service, revenue collection, cost, customer account revenue and customer satisfaction.Key tasks and responsibilities of the role include:- - Capitalising on all opportunities to improve the overall customer experience and owning the overall service relationship on behalf of BT at mid to senior level within the customer business base. - Developing and drive change within the business via measured Service Development / Improvement Plans. - Leading and delivering formal work programmes in line with business and customer requirements. - Having an in-depth working knowledge of the customers business and understand the competition environment. - Building and maintaining excellent relationships with the Account Teams. - Build and maintaining collaborative relationships with key suppliers. - Assisting with setting Service Level Agreements and produces Service Development plans for key clients. - Involved in new business initiatives, providing service information to support Bids. - Responsible for end to end Service levels for customers business areas.

Brussels Area, Belgium

• Manages the ongoing relationship with BT Partners and/or Vendors to ensure delivery of key objectives and optimal effectiveness, working with other stakeholder functions as appropriate.• Objectives included:- Substantial cost savings and/or significant revenue generation.- Managed key strategic partner accounts or key supplier accounts to support the achievement of BT revenue/cost, innovation, customer satisfaction and quality objectives/targets, in line with the business strategy.- Develop Partnership management plan for part or all of key partner accounts.- Deliver Vendor Management strategy and objectives- Reported on and audited the Vendor Management business environment.Highlights:Several multi-year maintenance contracts wonAwards achieved and acknowledgement attained from several vendorsGrew BeLux visibility and marketshare

As Project Manager within BT Professional Services, main objectives are to deliver IPT, Unified Communication, Wireless and other projects within budget and on time. We use PRINCE2 methodology as well as structure our organization according to the ITIL way.

Working as SRM for one of BT's leading multi-national customers, to improve services delivered to this customer. Strengthened the EMEA team by reduing time to repair (incident management) as well as tackeling chronic site issues (change management, problem management). Resulting in a higher customer satisfaction, added business to BT and next step in the contract: transformation.

Team leader for Customer Service team BeLux, responsible for delivery of services to international organisations and multi-nationals. Interacting with access providers and other suppliers, to deliver services within agreed time frames.

Diegem, Belgium

Taking care of ICT orders placed by BT's customers, for delivery throughout the rest of the world.

Diegem, Belgium

Coordinate installation of ICT orders with local customers, third parties, and ISPs. Manage expectations and lead times. Understand complete customer business issues.

Supplementary Degree, International Relations And Conflict Management

Masters, Contemporary History

Specialized in Economic History (period between 1800-now)