Marcel Foederer

As an IT Service Management trainer, consultant and line manager with over twenty five years experience in IT, I have performed strategic and tactical assignments in a wide variety of areas. My experience includes project and program management including process design, product management, requirements analysis and training delivery related to the IT Service Management international best practice, in both the private and public sectors on a global scale.

trainer ITIL Courses for HP Singapore, HP HongKong, NEC Tokyo, Stay Technologies Canada, Twice (NL): Process management ITIL Foundation, ITIL Practitioner: Service Desk& Incident Management Configuration Management Problem Management Change Management Service Level Management ITIL Management Certificate in Service Management (Service Management)

Service Manager for several outsourcing contracts People Management over 7 colleagues Service Level Managers. Relationship management Management of Change Process- and project management Development and the implementation of the Service Level Management process Customer satisfaction surveys Contract management external supplier Escalation manager Involved in Quality Management implementation ISO9001 Involved in internal audits for ISO9001 certification

Department manager for the Service Management department Project Management for the implementation of the Service Management Tool Topdesk. Service Manager for several outsourcing contracts

Coaching and managing of fellow consultants and other employees on customer locations and on various levels Task management Human Resource Management, e.g.: Career planning and coaching Review assessments and salary negotiations Relationship management Acquisition of new opportunities at existing customers As Customer Service Manager responsible for the delivered services Involved in Quality Management implementation ISO9001 Involved in internal audits for ISO9001 certific

Responsible for the design and development of ITIL Service Support processes for the IBM Service Delivery Organization Responsible for the implementation of the above ITIL processes Incident- en Problem Management, inclusive the implementation, configuration and optimisation the Service Management tooling. Process-owner of Problem and Change Management processes and procedures Interim management responsibilities: Implementation of changes within the department The change in attitude for the emp

Within the System programming group of the Maintenance & Exploitation dept. (O&E) I was responsible for standardization of hard- and software Implementation of Quality Assurance Day to day management of the department Annual review assessments of the employees Second and third line support / system manager / network manager