Steve Vandeperre

- Lead the Team IT Service Desk - Modernizes the EEX Group service quality and resilience towards internal and external customers. - Increase the operational effectiveness by applying ITIL processes.

- Build the team and extend the scope of the software support service - Manage the implementation of the Jira Service Desk for all the FEV STS service desks at international level - Improve the quality of the service delivery of the software support service - Implement the agile way of working and ITIL compliant processes

• Guarantee the analysis, the definition and the proposal of improvements in the current applied methodologies. Define processes and standards. • Guarantee, elaborate and coordinate the policy and strategy for the development of norms of presentation and KPI's • Follow up the project portfolio and the central reporting • Participate in the agile transformation • Performance Management (Benefits tracking) • Manage control and audits • Continuous improvement

• Maintenance and Continuous Improvement of the Service Catalog • Negotiation with Service stakeholders • Communication Management towards Business, IT & End Users • IT Staff training

• People & Product backlog management of the Talent Tribe • Negotiation with requestors and business SPOC • Developing the DevOps offer

• Provide a neutral and objective study to assess the optimal Target Operating Model and a well-defined Roadmap towards this, for the BNPPF User & Field support & IT workplace equipment requests

• Analysis and project management for a new service data model • Coordination of a good transition of the service changes from build to operations • Service management on the new Traffic Management System project and SAP implementation project

• Quality management on budget follow up with the financial department and on the outsourcing of the application & infrastructure department • Business analysis, project & quality management on the ITSM project • Communication management on the organizational transformation

• Integration of the different international support groups • Standardization and improvement of the support processes • Project & contract management on the outsourcing of the service desk (nearshore), onsite support & VIP support

• Project management on the implementation of the ITSM solution for Econocom customers at international level • Define the roadmap and Service catalog of the ITSM solution as input for the sales and bid management

• Project management on the move of the Belgium premise and the migration into the international Service Desk • Responsible of the infrastructure and applications of the Belgium Remote Service Center

• Project & Service delivery management for the Remote Service Center customers • Define the roadmap and the Service Catalog of the Belgium Remote Service Center as input for the bid management • Business analysis and ITSM solution design & CSI

Set-up and Management of the Service Desk

• Team coordinator onsite support - (03/2003 – 06/2004) • Quality assurance manager onsite support - (07/2002 – 02/2003) • Hardware support coordinator - (07/2001 – 06/2002) • Back-up coach call center & site - (12/2000 – 06/2001)

Provide support to the Lexmark Customers

Manage the stock of the Belgium site