MSc., E-Business & ICT Industry @
VU University Amsterdam
Experienced in organizing IT within a complex landscape and on multiple platforms. Finding the best people and partners is key for servicing a high demanding customer base. One should always think ahead of new business opportunities and organize IT accordingly. Staying flexible is key, by making the right sourcing choices and being able to decide on the
Experienced in organizing IT within a complex landscape and on multiple platforms. Finding the best people and partners is key for servicing a high demanding customer base. One should always think ahead of new business opportunities and organize IT accordingly. Staying flexible is key, by making the right sourcing choices and being able to decide on the very last minute.
A solution should be fit for use and purpose. Be keen on chances and opportunities and be prepared to make dis-investments to ensure your companies' long term future.
I attach great value to team effort and a professional environment and I am a pragmatic person.
From a business perspective I stand for a solid platform that is scaled for future requirements, high-performing, cost effective and secure. All these items are key for delivering an optimal customer experience.
I am experienced in negotiating and managing Supplier contracts and Service Levels performance against price. I am a certified ITILv3 Expert (Service Manager). To my opinion, in the ideal world, a SLA should just be a one-pager.
Specialties: Sourcing, Organizing, Cost control, Service Optimization, IT Service Management, ITILv3, negotiating, motivating
IT Manager @ Responsible for the live environment of Knab over the domains of:
Together with our partners and suppliers we stand for delivering excellent services to our end customers on platforms that are available, performing well and secure. From October 2014 to Present (1 year 2 months) Service Level Manager @ Responsible for preparing, negotiating and setting up contracts with and between all (IT) suppliers. Managing suppliers on service performance. Responsible for setting up the governance and service management organization within the Bank and between partners.
Responsible for Management Information on overall IT performance and advise on improvements. Providing insight in service performance vs costs and managing the ICT Budget on IT Support. Keep searching for more effectiveness of all elements within the environment in order to save costs that can be invested in Marketing and Sales activities. From January 2012 to September 2014 (2 years 9 months) Consultant @ Service Management specialist, Consultant and High Potential. From April 2006 to January 2012 (5 years 10 months) Process Consultant @ Responsible for the execution and improvement of the Incident, Problem and Service Request management processes. From May 2011 to December 2011 (8 months) Service Delivery Manager Achmea account @ Support to the primary Service Delivery Manager in operational activities. Setting up and coordinating taskforces, provide client contact for complex issues and setting up our operations to think about and execute structural solutions and improvements. From January 2011 to May 2011 (5 months) Commercial Service Manager @ Responsible for genereting more return for a division of Getronics by performing sales activities, customer interaction and internal process improvements. From June 2010 to December 2010 (7 months) Portfolio Manager IT Strategy @ Portfolio Manager of the IT Strategy Go 2 Market. As portfolio manager responsible for the overall project. Goal is to develop a new market proposition for Getronics Consulting together with Directors, Business Unit Directors, Account Managers and Principal Consultants. From February 2010 to July 2010 (6 months) Configuration Manager @ Working as operational Configuration Manager and Vertical Process Owner of the Configuration Management process within International Network. From September 2009 to January 2010 (5 months) Consultant @ To provide advice and insight on current operations for the Service Desks of ATM Services. The report will contain the entire scope of People, Processes & Technology. A few quick wins will be implemented before the end of the assignment. A sharp focus will be on the Service Management processes and customer relations. From June 2009 to October 2009 (5 months) Project Planner @ As project planner responsible for efficient and effective use of resources. Making sure the project will finish on time and within budget. From August 2009 to September 2009 (2 months) Incident Manager @ Fulfilling the role of incident manager (ITIL) for the OIB vertical Financial Markets of ING (+/- 200 employees). Owner of the process and responsible for performance reporting and process improvements, in order to gain maturity. Involved as an ITIL expert focussing on Incident Management in the Service Delivery Program on behalf of FM in order to align all verticals within ING OIB to the same set of governance, processes, procedures and tooling. From January 2008 till May 2008 involved in setting up and implementing a Major Incident Management procedure for whole of OIB. On regular basis involved in 24x7 standby activities for Urgent and Major incidents. From December 2007 to May 2009 (1 year 6 months) End of Day project management support @ Support the project management team in setting up meetings and conference calls. Supporting the Incident, Problem and Change management processes (ITIL) involved in the project by taking over tasks and supporting management in various disciplines. Setting up and creating management and customers reports. From March 2007 to November 2007 (9 months) Service Desk coordinator @ Supporting the Service Desk manager in his daily acitivities. Setting up reports, address and chair meetings. Replacement for Service Desk manager in his absence. Following up on complex requests and incidents. Contact with customers. From October 2006 to February 2007 (5 months) Service Desk employee @ Employee of the Service Desk Europe team for ING SIS/WIA in Amsterdam. Taking calls, coming back to users, following up on own incidents and being representative and polite to customers. In a "getting things done" environment, thinking out of the box, chasing teams and creating new contacts for the benefit of our users. Supporting a wide customer base from all regions of the world: Europe, UK, Asia, US, South America and Eastern Europe/Russia. From April 2006 to September 2006 (6 months)
ITILv3 Expert, Prince2 Foundation, BiSL @ Getronics Educational Services From 2008 to 2010 MSc., E-Business & ICT Industry @ VU University Amsterdam From 2002 to 2005 Mechanical Engineering @ Delft University of Technology From 2001 to 2002 Wilco Smeets is skilled in: IT Service Management, Data Analysis, Helicopter View, Group Dynamics, Process Improvement, Process Development, Process Management, Presentation Preparation, Group Presentations, English, ITIL, Negotiation, Process Simulation, Service Management, Incident Management
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