Eddy Scheldeman

– Establish Q system: Objectives – Mission – Vision, handbook – Establish maturity system: measuring maturity of following processes : Incident, Problem, Change, Release, Configuration – Establish process portfolio – Balance Score Card – Define KPI – Establish reporting system - milestones project management

– Process owner: Change Management process, Release Management process, Configuration Management process – Ensure continuous improvement of Change, Configuration & Release management (CCR) within the organsation and follows up – Keep everyone informed of the correct procedures change and release and ensures the monitoring of these – Ensures that the correct and complete profiles are present to ensure the CCR processes. – Chairing meetings on coordination CCR processes with staff internal, external (suppliers) and project. – Put up reports to management on the status of the process. – Provides input to the budget required for the implementation of the CCR process: support, tools, and follows this budget. – Elaborate policies (change, release & configuration) and Carry out within the organization. – Acts as a trial for Change Mgt owner: – Receive and keep recording RfC – Organize, prepare and chair the meetings of decision on exchange (CAB) – Agrees to the realization or implementation – Provides for monitoring the evolution of exchange – Exchange and evaluates the progress of the process. – Acts as a trial for Release Mgt owner: – responsible for the registration, control and implementation of correct releases – close contact with groups of developement and testing and their managers. – organize, prepare and chair the meetings of decision on releases

– Responible for “shared services": network – operations – service desk – facilities (data centers) – storage – planning – back-up – Ensuring the continuity of operations and the entire IT infrastructure (operations – network storage & backup) – Ensuring support in first line and acts as a union of contact for all users (service desk) – Preparation of the budget for the various units, monitoring and control – Contact for the "customer" for the services provided by Shared Services – Leading Shared Services for the operational and functional characteristics to ensure – Management of staff of Shared Services – Monitoring and control of the subcontracts, with the "customer" negotiated service levels to ensure. – Verify and validate the delivery of projects from Shared Services so that the quality requirements set out in the SLAs with the customer were defined, would meet. – Framing, guide, motivate and coach employees daily – Owner of Incident & Major Incident process management – Incident - Problem management – Change & Release coordination

– My role as Service Manager is the implementation of our Corporate IT processes, appointing process owners, the monitoring of the evolution of the processes, auditing processes, supervision of the core process teams. And the establishment of service level management across the entire organization (IT and Business). – Mapping of all business processes per service. – Define the service matrix (Service Instances - Service Items), executing teams, Service level objectives, Cost. – Capturing Core / NON Core services. – Defining priorities in the context of incidents. – Determining the desired service level of the ICT service to be delivered, the how this service level can be measured and the way in which it can be measured service level. – Price setting of the service provided (infrastructure, support services, guard service, ....) – Preparing and implementing SLAs (Service Level Agreements) – Managing and maintaining SLAs – Discuss the agreed SLA with the customer (drafting of reports) – Propose improvements - GAP analysis. – Dealing with any problems in the customer in the context of the Service agreement – Management of domain managers (SDM) who provide ICT services for the client. – Identifying customer needs and translating these (together with IT staff) into technical solutions – Process owner: Release Management process, Provides functional leadership to the staff of ICT, for all activities related to Release Management – Coordinate activities to go into production (Release Management) to ensure the stability and continuity of the productive services and plant all releases to manage the risks in production – Defines the criteria for transition and integration into the productive services – Determines the transition criteria and methods for Release Management. follows its implementation by all staff to make changes to the service. – Supports and coaching staff in the application of methods for Release Management – Let the methods Release Management evolve according to the needs – Leads his unit to ensure operational and functional characteristics – Determines the vision, mission and objectives of his unit within the department and across DI – Set the objectives of his unit into individual targets and determine individual priorities for its employees – Organizes and optimizes the activities of his unit in accordance with the negotiated service level (SLA), the company's strategy for information technology – Follows, measuring and continuously optimizes the operation of his unit to ensure the expected total cost of ownership (TCO) by the Executive Board – Provides based on the priorities and resources allocated for the proper planning of the agents of the requests (calls, change or other activities), according to the availability of different profiles – Anticipates current and future resource needs and staff and they must notify his supervisor – Determines the working procedures of its unit, follows them and let them evolve according to the methods defined by SMO to his team autonomy, customizable and efficient (lean) – Does the recommendation of the board, apply a quality team, the management control and release management – Reports to its management on achieving the goals, SLAs, budget and total cost of ownership and customer satisfaction – Works closely with SMO for the annual budget preparation and follow-up – Determines the performance indicators for its activity. Publishes and manages dashboards with the performance for these indicators. Analyzes these indicators to constantly improve the efficiency of his unit. Shall endeavor to achieve the objectives set in advance with the Department Director