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

Industry field of expertise

Languages

Dutch
Native or bilingual
English
Native or bilingual
French
Native or bilingual
German
Native or bilingual

Workplace preferences

Can work on-site

Brussels (up to 50km)

Syensqo
Global IT Services Lead
June 2024 - Today (2 years)
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
January 2017 - January 2024 (7 years)
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
February 2013 - December 2016 (3 years and 10 months)
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.