Tom - Consultant ITIL

Principal Consultant / ServiceNow & ITSM Practice & Delivery Lead

Experience Infosys, Cloud & Infrastructure Services – New Growth Engine (EMEA)
[ Clients: Novartis NBS, SwissRe, CMA, Total, Airbus, Gemalto, Servier, Renault ]
• Delivery and Pre-Sales / Sales focus
• Consulting and Advisory
• Program Manager (new implementation, transformation, ITSM system integration, data migration) of a $6M engagement
• Scrum Master of MDM / Data Enablement track
• Managing integration program stream wrt ServiceNow ebonding solution with IBM Maximo / Oracle Identity Mgt. / SAP ITSM SolMan

Senior Business Analyst / IT Advisor / Project Coordinator

Societe Generale, Business Service Centre (France) / Synchrone Technologies
• IT process & project audit
• focal point for BSC wrt Change Mgt. process- andITSM tools standards / optimization
• operational metrics and indicator reporting (DevOps)
• optimization of delivery (OptiDel) for Release- & Change Management
• streamlining of Event- and Request Management process
• change- & deployment process improvement programme
• representative of BSC for group wide Access Management process improvement programme
• ITrack / ServiceNow user migration

Senior Business Analyst / IT Advisor / Project Manager

Austria, Switzerland)
• advised on CMS (credit management system) upgrade program for DACH region
• leasing & retail financing IT& process solution architecture
• delivered communication strategy, testing strategy, deployment strategy, training strategy, data migration strategy
• vendor proposal due diligence (data centre services)
• vendor management (communication, coordination, tracking of work streams)
• business requirements engineering
• advised on applying ServiceNow ITSM best practice

« Dans notre environnement complexe et multiple, différentes structures hiérarchiques dans différents pays/entité, Tom, grâce à ses talents, a su naviguer au travers des difficultés que sont les priorités et les points de vue de chacun.
Par sa capacité à écouter et à s'adapter au langage de son interlocuteur, Tom a acquis une très bonne notoriété parmi les partenaires avec lesquels nous avions des projets à construire. Il a créé de la confiance et des liens qui ont permis de changer des relations chaotiques en véritables relations de partenariat.
Par sa connaissance des principes de la gestion de support (ITIL) et par l'expérience qu'il possède des grandes entreprises, il a apporté avec lui une vision extérieure très utile pour bâtir notre propre projet et nous aider à mûrir sur ce sujet.
Par sa capacité d'analyse et de synthèse, il a produit des points de références, notamment sur la partie reporting de gestion de service, qui sont et seront utilisés encore longtemps dans notre structure.
Enfin, son sens du partage en font un partenaire très apprécié par les personnes travaillant avec lui quotidiennement. »

Senior Consultant / Mgr “Trusted Advisory

• IT enterprise function due diligence (client: equity investment business)
• HR information system vendor due diligence (client: private banking)
• RFP technical evaluation (HR system solutions)
• auditand testing of forex/FX IT systems, processes &policy compliance, assistance to investigative processes examiningmoney market business function,compliance mgt.& operational risk mgt.-assessment,risk control effectiveness testing(client: financial regulator, investment banking)
• solution owner for Enterprise Service Management &ITSM process / organisation / tools & governance (proposal/sales& delivery)
• system process functional solutions with ServiceNow and MS Sharepoint
• RFP life-cycle mgt. For SAP managed application services (client: healthcare)
• ServiceNow tool based proposal for Service Center for Audit function:business analysis, requirements engineering ref. client data confidentiality through data separation concepts, implementation- &quality-mgt.,project coordination (client: finance audit)
• ServiceNow (Dublin) configuration and customization of forms, lists and workflows (based on process automation requirements) across OOB applications request-/ incident-/ problem-/ change-/ configuration-management
• POC and demos of ServiceNow applications
• ServiceNow CMDB application: solution consulting wrt discovery, harmonization and migration of CI data
• strategy / organization model aligned specification and design of service architecture (following process re-engineering) for corporate U-form based functions
• transformation of service management model to achieve ITIL V3 compliance
• enterprise service target model design to allow managing defined services using ServiceNow applicationsand modules (IT & HR corporate function)
• proposal to redesignproject portfolio&program-management process capability set (client: transportation sector)
• project portfolio dependency assessment (regulatory affairs workstreams FATCA, Volcker, MiFID, Basel3, SOX, Solvency 2, AML)

Senior Consultant& Business Analyst / Project Manager

• ITSM maturity assessment / audit and fit-gap /business analysis of IT Service Management framework and IT operations (process, tools, organisation, governance)
• based on definition of operating model: audit and re-engineering of ITservice processes Incident / Problem / Request / Change & Configuration Management
• assisting the European data centre migration programme streams (scope: Romania, Poland, Italy, Spain, Netherlands, Turkey, Greece, China)
• ITIL compliance checks
• advice on ITIL best practice implementation and TOM design
• assessment and advice ref. adaptation of IT support process functionality for HP Service Centre implementation, advice on consolidation, standardization & harmonisation of service support (processes and tools) across foreign subsidiaries
• evaluation of s/w solution of ITILcompliant case management &workflow systems (incl. BMC Remedy, ServiceNow), strategic guidance and advice ref. feasibility assessment & business case
• ServiceNow POC for specified target solution
• design and delivery of ITSM training program
• project management for design, test (strategy & execution) of transactional data interface between ITSM systems, business- & functional-requirements management (analysis, engineering) of operational- and financial reporting solution
• design / test and implementation of service reports with dashboards including base metrics and KPI / KQI using MS Excel and Oracle / Jasper tools / Crystal Reorts
• OLA and SLA monitoring

Senior Business Analyst / Project Coordinator / BD Manager

General business management, business development, business process analysis, requirements engineering, programme- and project-coordination for global IT (upgrade of online retail systems, MIS platforms, EDI extensions, re-engineering of process interfaces), Migration of e-commerce systems to new operations platform, roll-out of new ticketing system for customer service, design of reporting policies, OTD transaction re-design (using UML), implementation of controls (IT, process), policy compliance assessment

Information management & Governance, QA, Data

Enablement, MDM, Policy & Compliance
assurance, Corporate data Strategy & Modelling, Application portfolio service, Data integration

Program Mgt. & Work Stream Lead, Service Transition (Change Management) & SIAM, Asset Mgt.
Financial Services (10 years) - UBS AG, Credit Suisse, Société Générale, General Motors Financial,
AXA, Winterthur, Deutsche Bank
• Service Integration & Management, Operational Risk & Business Continuity Management,
Regulatory Affairs, Audit & Compliance, Transition Management
Retail Sector (5 years) - Carrefour, UTE, Easytrade, Unilever Bestfoods (FMCG, Cosmetics)
• Datacentre migration, Business Consulting/ -Management/ -Development, MD, HoD Marketing /
Sales & International Customer Service

CIO Trusted Advisory, Business Strategy & Enterprise Consulting, Business Modelling, SIAM SME
Telecommunication (6 years) - Nortel, Deutsche Telekom, Proximus, Telegroup,, Motorola, Lucent
• Technology Consulting, Application Engineering, Service Management
• Requirements Engineering, Localisation, Business Process Outsourcing (BPO)