Steve Hooreman Email & Phone Number

Belgium

Anderlecht

About the companyMultiPharma SCRL is a pharmacy cooperative organisation consisting of a distribution (retail) centre and a network of about 250 pharmacies in Belgium.The IT Operations Manager is responsible for the team supporting the day to day operational activities in the branch offices. Those are relating to IT, operational issues and service requests.The role also consist of being the focal point of all functional escalations and thus in close cooperation with other departments improve processes and communication. Projects:Transition from the in house developed service desk tool to the DELL KACE service desk tool.- Setup of appliance, call categories, communication flows, documentation…Setup and implementation of the Who’s Who platform- Gather operational activities/contact information from all key teams/key people from the headquarter into a structured standard template distributed to all pharmacies through the intranet.

Groot-Bijgaarden

About the Company T-Systems is one of the three brands of Deutsche Telekom. Serving large customers and multinational companies through our global infrastructure of data centers and networks. With the help of innovative technology they develop integrated solutions for connected life and work. The Service Delivery Manager role is the primary point of contact for the customer and manages the internal delivery network in order to fulfil the Customer contract and achieve customer satisfaction- across the lifecycle of the account: bid, transition & transformation, run, renewal or termination- across all delivery centres: Internal and external- across the service lines: DSS, CSS, TSS and SI Responsible for customer satisfaction, revenue, gross profit and quality of the provided solutions.Active in different account setups:- SDM Local business- Supporting SDM for International Account (lead SDM in another country)- and/or in different sectors (Automotive, Manufacturing, Travel, ...)The Service Delivery Manager is the first and primary contact for the Customer, and is accountable for managing the account as a whole according to industry standards and best-practices (ITIL).

Diegem

Deloitte is an international audit, tax, business consulting, and financial advisory company.In Belgium approx. 2300 employees located in 14 offices.Deloitte Services & Investments (support business unit)Title IT PMO / IT Service Level / DSI Knowledge Senior Manager.Reporting to CIO – Wim Van de Weyer.Reports from 40 employees including 6 team leaders.From 2009 till 2010Facilitator to setup the SAP Business Support Team processes.From 2006 till 2010Assistant of Deloitte's CIO, reporting the status of day to day IT support operations activities and projects.Setup of the IT PMO portal (PMI framework), processes and guidelines, IT support and projects dashboards (services weights and KPI’s follow up). From 2005 till 2008Title Front Office ManagerSetup and management of a shared service centre acting as single point of contact for Marketing, HR, Facilities, Quality & Safety and Finance besides IT services following the ITIL best practices framework.Setting up of non-documented processes, centralizing existing processes, first line support services and protect specialized staff from:• recurrent basic service requests,• day to day questions,• administrative tasks.Providing an efficient and clear communication between 1st and 2nd line departments and a clear DSI services catalogue. Resulting in better customer satisfaction to the Deloitte employees.From 2005 till 2010Add. title DSI Knowledge ManagerProject Manager for the setup and upgrades of the Intranet (SharePoint platform). Responsible to maintain and follow up the published DSI data. Setup of the ‘Employee Desk portal’. A one stop shop for every commodity questions for the Deloitte employees. Including info fiches base on practicalities instead of procedures and guidelines.From 2002 till 2005Title Service Desk ManagerSetup and management of the IT 1st, 2nd and 3rd Service Desk support following the ITIL best practice framework.

Implementation of CA UniCenter and Arcserve at Customers

IT Operations

IT Operations