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Delivery / Support / Services / IT / Infrastructure manager

Delivery / Support / Services / IT / Infrastructure manager

Work Experience

Head of Global Competence Center
01/2017 – present
Ericsson Broadcast and Media Services

EBMS needed to re-organize to allow a global style of working, making use of all staff wherever they are needed, with added job mobility and promoting a single and more generic and re-useable form of techniques, documentations, and communication. This lead to the creation of a global resource pool in EBMS – containing all infrastructure staff (Networks / Storage / Compute / Datacenter , all project managers, all broadcast engineers and architects, in all locations (London, Sweden, Finland, Paris, Madrid, Hilversum). This group contains around 170 staff at any given time.
This team provides project staff, long term secondments into technology squads and manages the internal infrastructure work as well. One consistent way of handling the teams, and their system and other admin needs, as well as recruitment is done centrally, lead by me.

Responsibilities include (and are not limited to) Budgeting, recruitment, assignment of staff to stakeholders and customers, performance reviewing, goalsetting, KPi setting. I have local management assisting me with that in all locations.

This is a EBMS MT role, which includes local and global strategy creation and delivery.


My role as Head of Engineering NL still applies as we could not appoint a replacement yet.



Head of Engineering, NL and France
05/2015 – present
Ericsson Broadcast and Media Services

Responsible for delivering projects to customers in the Netherlands and France. The team consists of ~30 highly skilled broadcast and IT staff, ranging from project engineers, consultants and solution architects. In 2016 all engineering managers got a shared responsibility to manage infrastructure as well – which in Hilversum had the added responsibility for the team that manages the in-house datacenter.
The team was, and still is, moving from a waterfall way of working to an Agile, squad based one, using Kanban to make work visible, limiting Work in Progress, and speeding up delivery. This is still on-going today and will need work and guidance from me still.
In 2016, I promoted one of the local staff to manage the Paris hub –which needs some coaching on a weekly basis.



Director, Worldwide Service Delivery
08/2012 – 12/2014
Extreme Networks

Managing the large global team of engineers (60 - 70 in total) and duty managers that handle the service delivery for Extreme Networks Partners and Customers. Teams based in the USA, Netherlands, Russia, Brazil and India, on- and offshore. Teams consists of Level 1,2 and 3 Tech support staff, as well as the global professional services team. Successfully outsourced a piece of the 1st line , as well as insourced other teams back into the company. Responsible for integrating legacy Extreme TAC into a larger TAC team globally after the acquisition of Enterasys.
Part of SFDC.com project team. Responsible for recruiting talent, retaining staff, high customer satisfaction, adherency to KPI's and escalations.
Travel was a large part of this position.



Sr. Manager, Global Service Solutions/EMEA
09/2007 – 08-2012
Extreme Networks

Senior Manager at Extreme Networks Strategic Technical Assistance Center in Utrecht. Some, but not all responsibilities within this role: - Manage 9 senior technical support engineers focused on all Extreme Networks equipment and software - Handle escalations from customers and partners - Maintaining strong relationships with our solution partners for all service related interactions. - Ensure strong KPI results are maintained - Recruit and maintain motivated, top tech staff - Build and execute on services strategy
Travel was a large part of this position.





Technical Support Engineer
09/2001 – 09/2007
Extreme Networks

Customer Satisfaction through the management of incoming Service Requests is the primary responsibility at this level. This team manages the more in-depth customer problems that are escalated from the L1 (IRTSE) team. Management of these cases includes customer calls, troubleshooting, replication and potential escalation to SET / SQA engineers. There may also be travel to a customer site to continue work on an unresolved issue. These individuals will have the responsibility of ensuring that our information repositories contain accurate, up-to-date information. They may also be given the responsibility of being a "Designated Engineer" for one or more Major Accounts.




Networks Engineer
02/2000 – 09/2001
(Telia)Sonera

Operational engineering the Sonera backbone network with Cisco and Juniper equipment.



Support Engineer
06/1996 – 02/2000
Vosko Networking BV

Field engineer, installing, maintaining and troubleshooting Nortel/Bay Networks and 3Com equipment. Networks consisted of Token Ring, ATM, and Ethernet technology.



IT Department engineer
03/1988 – 06/1996
Arbeidsvoorziening Nederland
Maintenance of computer network consisting of Data General mainframe and terminals / PCs, and 3Com terminal servers, multiplexers and routers.

Education

HIO Eindhoven, Ecabo Tilburg, Aloysius Colege

Skills

Experienced Head Of Engineering / Director of Services with a demonstrated history of working in the information technology and services industry. Skilled in Customer Relationship Management (CRM), People Management, International Relations, Data Center, Infrastructure, Media and offshoring.

Available for interim / contracting / permanent positions!

Languages

Nederlands, Engels

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