Key Responsibilities: Lead global IT service delivery across 20+ sites, managing hybrid teams and multi-vendor ecosystems. Unify decentralized IT support teams into a single global organization with standardized processes. Build a customer-centric IT culture, aligning services with business needs and improving user satisfaction. Optimize IT operational budgets to support growth, cost control, and digital transformation. Define and drive global IT service strategies focused on resilience and operational excellence. Key Achievements: Unified regional IT teams into a global service model, improving service consistency and collaboration. Achieved €300K annual savings through vendor renegotiations and service optimisations. Led the Microsoft 365 tenant migration (Garaventa–Handicare) with zero business disruption. Implemented an ITIL-based Service Excellence Program, cutting incident resolution time by 25% and boosting CSAT scores by 40%. Designed global incident and change management processes, enhancing service stability and minimizing operational risks. Strengthened service governance with KPIs, SLA monitoring, and executive reporting.
Over deze freelancer
Global Head of IT Service Delivery | Service Operations | Infrastructure Transformation
IT leader with 13+ years of international experience managing global IT service delivery, service operations, and large-scale transformation programs. Skilled in ITIL-based service management, cloud and hybrid infrastructure strategies, and operational resilience.
Core expertise includes:
- Leading global IT service delivery across 20+ sites, unifying decentralised support teams into standardized, high-performance service models
- Managing 24/7 Service Operations Centre teams, ensuring critical incident response, change governance, and operational stability
- Building and transforming Network and Security Operations Centres (NOC/SOC) into cloud-first, agile models
- Vendor governance and supplier optimisation, achieving substantial cost savings and service quality improvements
- Delivering complex migrations such as Microsoft 365 tenant consolidation with zero business disruption
- Designing and governing Incident, Problem, and Change Management processes, cutting incident resolution times by up to 25%
- Implementing and managing monitoring systems, including Splunk and other enterprise monitoring tools for proactive service management
Certified in ITIL, with hands-on expertise in operational automation, cloud cost control (FinOps), and risk mitigation. Available for ZZP / interim assignments in IT service delivery, service operations, or infrastructure transformation, in the Netherlands or internationally.
Opleiding
Werk & Ervaring
G
01-03-2023 — heden
Global Head of IT Service Delivery,
Savaria (Handicare)
Certificeringen
Portfolio
€ 100 / uur
-
Locatie Hoofddorp
-
Categorie Development & ITManagement & Consulting
-
Geverifieerd Email
-
Lid Sinds 09-08-2025