Description

I am a senior IT Services and Digital Workplace leader with extensive experience leading global IT transformations, service delivery organizations, outsourcing programs, and user experience initiatives across multinational environments.

Over the past years, I have successfully designed and implemented global IT support models, managed complex supplier ecosystems, led large-scale outsourcing transitions, and driven service excellence programs that improve both business performance and end-user satisfaction.

My expertise spans IT Service Management (ITSM), IT Operations, Service Desk & End User Support, Digital Workplace, IT Vendor Management, Experience Management, Operating Model Design, and IT Transformation. I work closely with executive stakeholders to align technology services with business objectives while delivering measurable operational improvements.

I bring a pragmatic, results-oriented approach, combining strategic vision with hands-on execution. Whether you need support defining an IT operating model, optimizing service delivery, managing a sourcing initiative, improving user experience, or leading a transformation program, I help organizations achieve sustainable outcomes.

Key Areas of Expertise

IT Service Management (ITIL)
Global IT Support & Service Desk Operations
IT Outsourcing & Supplier Management
Digital Workplace Transformation
IT Operating Model Design
Service Integration & Management (SIAM)
User Experience & Experience Management
IT Strategy & Transformation Programs
Vendor Selection & RFP Management
Service Performance & KPI Frameworks
Organizational Change Management
CIO Advisory & IT Leadership

Domaines d’expertise

Langues

Néerlandais
Bilingue ou natif
Anglais
Bilingue ou natif
Français
Bilingue ou natif
Allemand
Bilingue ou natif

Préférences en matière de lieu de travail

Accepte de travailler sur site

Brussels (jusqu’à 50 km)

Syensqo
Global IT Services Lead
juin 2024 - Aujourd'hui (2 ans)
Brussels, Belgium
• • Led the end-to-end separation and transformation of global IT Support services during a major corporate carve-out, delivering a full supplier transition within an aggressive 5-month timeline and an ~€11M budget.
• • Successfully selected and onboarded a new strategic IT services partner, ensuring zero major business disruption across global operations during the transition.
• • Built and structured a new Global IT Service Management organization from the ground up, defining governance, operating model, and service accountability frameworks.
• • Established and scaled an offshore Center of Competence, increasing service capacity, improving cost efficiency, and enabling 24/7 global support coverage.
• • Designed and implemented a new service delivery model aligned with business needs, improving user experience and service performance.
• • Orchestrated cross-functional collaboration across internal stakeholders, external providers, and executive leadership to ensure alignment and successful execution.
• • Delivered the program on time and within budget while mitigating operational, contractual, and transition risks in a high-pressure environment.
• • Introduced data-driven service management practices, laying the foundation for continuous improvement and enhanced user experience.
UCB SA
Head of IT Services EMEA
janvier 2017 - janvier 2024 (7 ans)
Brussels, Belgium
• • Delivered and managed outsourced Deskside Support services across Belgium and Switzerland, ensuring high service quality and business continuity.
• • Owned and governed a €5.7M global IT Operations and workplace budget, optimizing spend and aligning investments with business priorities.
• • Represented IT at site leadership and facility governance forums, ensuring strong alignment between business operations, infrastructure, and workplace services.
• • Led the identification and delivery of IT infrastructure initiatives across Belgium and Switzerland, in close collaboration with global Infrastructure Leads and SMEs.
• • Introduced innovative global financial leasing models, reducing total IT Services technology spend by 8%.
• • Drove the adoption of AI-powered support capabilities, enabling proactive detection and resolution of recurring end-user issues and improving user experience.
• • Managed a large-scale outsourced delivery model, leading 67 external consultants within a global service framework.
Staples Inc.
Head of EU Workplace Operations
février 2013 - décembre 2016 (3 ans et 10 mois)
Brussels, Belgium
• • Led the transformation of IT workplace services into a process-driven, customer-centric operating model across 15 European countries.
• • Directed a distributed organization of 15 direct reports and 40+ matrix resources, delivering large-scale transformation under the "Fit for Future" program.
• • Owned the development, deployment, and lifecycle management of SCCM infrastructure, enabling standardized and scalable workplace services.
• • Acted as Innovation Lead for Retail IT and Workplace Technology, significantly improving SLA and OLA performance across Europe.
• • Established and led a pan-European Competence Center for store IT operations, improving service consistency and operational efficiency.
• • Delivered a major service quality turnaround, improving SLA performance from 61% to 95% within 6 months, with a strong increase in customer satisfaction.
• • Contributed to outsourcing strategy and vendor selection through active participation in RFP processes.