Robert Weijhenke Email & Phone Number

Rijswijk

Specialities:1. Service Delivery management2. Process & Change management3. Contract & Supplier management- As TPO am responsible for the continuous improvements of the technical products (Central System, Terminal & Services, Internal Control System, Draw Machines)- Realisation of the development roadmap, also on the basis and input from Product Owners- Managing of sprints and providing transparency on progress and impact on changes- Operational guidance, coaching, training and evaluation of the TPO team on method and performance (3 Product Owners, 2 Business Analysts, 4 Testers)- Identifying conflicts and removal of barriers within the team- Coordination cross-team business initiatives, collaborating with other TPO’s and stakeholders- Identifying business impact & opportunities in case of new releases & updates from suppliers​- Managing contracts & agreements with suppliers​ at Tactical and Strategic level (4 Contracts/ Suppliers internationally in The Netherlands, Greece, France, Canada)- Managing quality and continuity of the product, including deployments & improvement process and acting as a point of contact for incidents and questions

Rijswijk

Rijswijk

Amsterdam Area, Netherlands

Retail Support and Services (RSS) at Intralot Nederland B.V. incorporates the Technical Service Desk, Retail Management, Repair Lab and Warehouse & Logistics.I support the management of the Operational Departments with data analysis to enhance and professionalize the service provision and agreements. Some of my duties as Service Manager include;• Develop and implement customer service policies, procedures and standards• Review and assess customer service contracts. Advisor and provide broad scope solutions• Oversee the achievement and maintenance of agreed customer service levels and standards• Handle Major incidents, investigate and solve complex problems• Monitor accuracy of reporting and data base information• Analyze relevant data and statistics to determine the level of customer service outputs• Identify and implement strategies to improve quality of service, productivity and profitability. • Liaise with company management to support and implement growth strategies (technical and process solutions)• Co-ordinate and manage projects and initiatives• Write reports and prepare documentation analyzing customer services provided. Coach and train staff, and create tools to ensure customer satisfaction• Ensure budget requirements are met

Amsterdam, The Netherlands

Intralot is an International company and leading supplier world wide of integrated IT and transaction processing systems.As manager, responsible for the correct implementation process of the SLA between our customers and Intralot. In charge of the overall improvement on quality, performance and aligning the business processes. Achieving operational excellence for Operation and Service throughout the organization.•Head of technical and infrastructure operations•Process and operational procedures o Responsible for all internal and external processes to meet contractual agreements•Project Management o Out of contract/ scope negotiations, KPI’s for improvement o Creating, developing, implementing Changes (CR), and overseeing their lifecycle o Business Case creation, presenting to Board of Directors•Service Level Agreement Negotiation and reporting o Innovation on process improvement o Controlling KPI’s o Creating reports for Board of Directors to resolve business disputes•Customer Advisory o Innovative solutions to existing products to meet specific customer requirements and processes o Analysis on new requirements•Client and Relationship Management o Lead in Operational meetings o Solely responsible for Key Accounts•Multi Subcontractor Management o Responsible as escalation point o Responsible for the delivery on changes and services o Measure and report on the services provided externally•Procurement and Stock Control o Establishing forecast to meet the demand in Retail•Logistic Management•Perform Risk Analysis and formulate Risk mitigation or treatment plans

Amsterdam Area, Netherlands

•Established new department to manage the Retail Change Management for two competing customers•Set up working CRM management process flow and interconnection between data and other financial reporting systems•Controlling the Data Ware House for customer Installed Base•Establishing Scope of Work for Subcontractors•Head Trainer for 4500 Point of Sales•Document control and translation•Lead communications for Roll Out of 4500 Point of Sales•Creation of training materials based on business needs of Retailers

• Launching and market mapping a product throughout Germany; • Single handedly produced a Marketing Plan for a new Swiss product in the German market, which included extensive market research;• Sole point of contact for sales, acquisitions of retailers and customer services of the new Swiss product, which involved traveling throughout Germany and giving presentations to potential customers;• Prepared and gave presentations at the International Trade Fair (EUHA) in Frankfurt;• Problem analysis and solving;

Masterclass Sales And Account Management

The Masterclass included how to strengthen commercial mind-set, handle sales leads, shape accounts, and turn prospects into clients.

Ba, International Business And Management

Activities and Societies: Thesis - Marketing Plan for BKD GmbH

A Level, Double Business And German

Activities and Societies: Head of House - Elmshurst home Captain 2nd Team Rugby

G.C.S.E