Peter Gerritsen

Enterprise Service Management and ITSM consulting practice focused on improving governance, operational efficiency, service delivery, and cross-functional collaboration across IT and business services. • Lead international consulting engagements focused on IT Service Management (ITSM), Enterprise Service Management (ESM), governance optimization, and operational transformation initiatives. • Design and implement scalable service delivery frameworks, governance models, and process improvement strategies aligned with organizational objectives and business performance goals. • Advise senior stakeholders on service transformation, operational readiness, service portfolio management, and continuous improvement initiatives to improve accountability and operational effectiveness. • Support organizations in extending service management principles beyond IT into HR, Finance, Facilities, Legal, and other enterprise service functions. • Deliver consulting, coaching, workshops, and certification-focused training programs in ITIL, ISO, PRINCE2, PM2 and USM. • Increased participant certification success rates by 30–40% through practical and business-oriented training methodologies. • Manage and coordinate an international network of 10+ multilingual consultants and trainers across multiple regions. • Build long-term client relationships through tailored advisory services, resulting in repeat consulting engagements and sustainable business growth. • Facilitate executive workshops and advanced business simulations (Serious Games) to strengthen leadership, collaboration, and service-oriented thinking. • Multilingual consultant and trainer working fluently in English, Dutch, French, and German.

Independent Service Management Consultant and Trainer supporting organizations across Europe and Africa in improving IT service delivery, governance, operational efficiency, and service management maturity. • Deliver ITIL, ISO/IEC 20000, and Enterprise Service Management consultancy services for international organizations across multiple industries and operational environments. • Design and facilitate professional training programs focused on ITIL frameworks, service lifecycle management, governance practices, and operational improvement strategies. • Conduct ITSM assessments, gap analyses, and process optimization initiatives to improve service quality, operational performance, and organizational alignment. • Advise stakeholders and leadership teams on IT Service Management best practices, governance frameworks, compliance readiness, and service transformation initiatives. • Support organizations in preparing for ISO/IEC 20000 certification through process development, documentation structuring, audit preparation, and operational readiness activities. • Facilitate workshops, Serious Games, coaching sessions, and hands-on training programs to strengthen practical understanding and adoption of service management principles. • Deliver remote, hybrid, and on-site consultancy assignments while adapting solutions to multicultural and international business environments. • Work fluently across English, Dutch, French, and German-speaking environments, enabling effective collaboration with diverse teams and stakeholders.

Provided executive leadership support for EMEA operations within The priSM Institute, contributing to regional growth, governance alignment, and international collaboration across Europe, the Middle East, and Africa. • Supported strategic leadership initiatives focused on expanding organizational presence and strengthening professional networks throughout the EMEA region. • Oversaw regional governance alignment to ensure operational consistency with global institutional standards, objectives, and service management practices. • Collaborated with senior stakeholders and international partners to support business development initiatives, consulting activities, and regional engagement strategies. • Coordinated cross-border consultancy and training initiatives, improving consistency, collaboration, and knowledge sharing across multiple countries and teams. • Contributed to organizational planning, policy discussions, and executive-level decision-making processes supporting long-term institutional development. • Strengthened relationships with regional organizations, professional communities, and industry stakeholders to enhance collaboration and trust. • Represented the organization at conferences, professional events, and stakeholder engagements to promote Enterprise Service Management, governance excellence, and service management best practices.

Led ICT & Media Studies programs with responsibility for academic operations, team leadership, curriculum coordination, and quality assurance across multiple educational disciplines. • Managed a team of 25 academic staff members and coordinated educational programs serving more than 500 students across five curricula. • Directed academic planning, scheduling, operational coordination, and resource management to improve program efficiency and maintain high educational standards. • Led accreditation initiatives for three academic programs, successfully meeting government certification requirements and supporting future program expansion. • Established and monitored quality assurance processes to improve consistency in teaching delivery, curriculum alignment, and student learning outcomes. • Contributed to faculty leadership and strategic planning initiatives, supporting curriculum development, operational improvement, and institutional decision-making. • Delivered lectures, workshops, and interactive learning sessions that connected theoretical concepts with practical business and operational applications. • Developed structured course materials and coordinated curriculum delivery across multiple subjects to ensure alignment with academic standards and learning objectives. • Strengthened collaboration between academic teams and stakeholders to improve program execution, communication, and educational performance.

Delivered international IT Service Management consulting and multilingual training services, supporting organizations in improving operational efficiency, service quality, and service management capabilities. • Delivered multilingual ITIL training programs in English, French, Dutch, and German for international clients across multiple industries and operational environments. • Integrated advanced business simulations into training delivery, increasing participant engagement and improving knowledge retention by an estimated 20–30%. • Developed standardized training materials, workshop content, and instructor guides to ensure consistent delivery quality across global training programs. • Supported ITSM consulting engagements focused on process optimization, operational improvement, and service management best practices. • Mentored and trained newly hired consultants and trainers, strengthening internal capability development and delivery consistency. • Adapted consulting and training approaches to multicultural and international organizational environments, improving learning effectiveness and stakeholder engagement. • Contributed to the continuous improvement of training methodologies, service management practices, and consulting delivery standards.

Progressed through multiple leadership, consulting, and project management roles within KPN Telecom, contributing to IT operations, telecommunications services, customer support, and organizational transformation initiatives. • Held various positions including Consultant, IT Manager, Project Manager, Helpdesk Manager, and Manager of Project Managers across telecom and IT operations. • Managed support and service teams of up to 25 employees, ensuring efficient service delivery, operational continuity, and high-quality customer support. • Led IT and telecommunications projects focused on infrastructure implementation, operational improvement, and customer service optimization. • Specialized in PABX management, enterprise communication systems, and document processing technologies supporting large-scale business operations. • Coordinated multiple concurrent projects and supervised project management activities to ensure timely delivery, operational alignment, and stakeholder satisfaction. • Delivered internal IT training programs and technical workshops to strengthen employee capabilities and support adoption of new technologies and processes. • Contributed to operational improvement initiatives focused on service optimization, process efficiency, and organizational performance within complex telecom environments. • Developed strong expertise in stakeholder coordination, service operations, team leadership, and technology-driven business support across international and multicultural environments.

Delivered consulting and project management services focused on telecommunications operations, service delivery, infrastructure implementation, and operational readiness within enterprise environments. • Led a €10M strategic initiative to establish a new Support Center, including process design, staffing, operational setup, and infrastructure implementation. • Managed end-to-end deployment of enterprise voice and data solutions, ensuring projects were delivered on time, within budget, and aligned with client expectations. • Conducted feasibility studies and pre-sales consulting engagements to align technical solutions with operational requirements and business objectives. • Prepared and responded to tenders, proposals, and RFPs, contributing to successful contract acquisitions and business development growth. • Negotiated Service Level Agreements (SLAs) and supported stakeholder alignment to improve service clarity, governance, and customer relationships. • Delivered ITIL awareness sessions and service management workshops for executives and operational teams to strengthen understanding of service delivery principles. • Coordinated cross-functional teams across technical, operational, and business functions to ensure seamless implementation and operational readiness. • Contributed to service optimization and operational improvement initiatives within complex telecom and enterprise service environments.