Didier - Consultant SAP MM

Company Glaxosmithkline Vaccines – Wavre, BELGIUM
Position PMO: Migration to SERVICENOW application
Project aims to migrate the support activities managed via different legacy systems (Remedy – SAP CRM, ....) to a new
platform SERVICENOW.
Gathering information from stakeholders to identify the scope of services to migrate
Gap analysis
Revisiting support processes to align with ServiceNow process
Planning and coordination of migration activities with Service Owners and ServiceNow Technical team.
Organisation of weekly follow up calls with all stakeholders
Writing specifications of the request forms to migrate to ServiceNow platform
Testing and UAT
Management of master data required to manage incidents, requests, change requests, knowledge articles
Coordination of training of +/- 350 support agents
User mapping for access provisioning to the new platform
Tracking of open items in the legacy system for a smooth migration
Reporting to the Steerco on project status: creation of monitoring dashboards, KPI’s, and slide decks
Preparing communication to the clients impacted and stakeholders involved
Key Partner in the Post Go Live Hypercare monitoring

Position Project Manager: Transition of Tech ops activities

Company Glaxosmithkline Vaccines – Mont St Guibert, BELGIUM
Position Project Manager: Transition of Tech ops activities
Project aims to transfer IT operations activities managed by GSK Vaccines to the GSK Global support, including
outsourcing of activities to an external vendor located in India.
Organization of activities to transfer and gap analysis
Meetings organization and coordination with stakeholders, follow up minutes writing
Interactions with a team of 35 technical agents for the day to day support activities including:
o Monitoring and follow up of incidents queues in Remedy system
o Monitoring and follow up of infrastructure change requests (+/- 600 per year in Pandora system)
o Monitoring vulnerabilities on infrastructure servers
Reporting to the Steerco on project status, creation of monitoring dashboards and slide decks
Key actor in the migration of the local support tools (Remedy system for Incident Management – Pandora for
Change Management – SAP CRM for request Management) to the GSK Global tool (Servicenow)
o Writing specifications
o Follow up of activities and training of agents
Transfer of knowledge and training to outsourced support teams located in India

Dates 09/2016 – 12/2018
Company Glaxosmithkline Vaccines – Mont St Guibert, BELGIUM
Position Project Manager: IT access Management process improvement
Project aims to improve the provisioning of basic IT access (windows account, SAP account, email, VPN, …) to better
comply with regulations and to align GSK Vaccines provisioning processes with GSK Corporate processes.
GAP analysis and gathering information from stakeholders
Process design
Transfer of activities to an outsourced team located in Poland.
Automation of IT access provisioning (ridance of all manual tasks whenever possible)
Monitoring of Master data accuracy
Monitoring of leavers account deactivation (SAP systems, Windows Active Directory)
Participation to the design of operational activities required in the context of a merge of Windows active directories

Position PMO: Incident Management integration

Integration project initiated following the acquisition of Novartis Vaccines branch by GSK Vaccines in 2014.
Job consisted in organizing the incident management processes needed to support the 4000 Novartis users joining GSK
Vaccines.
Gathering information from Novartis stakeholders to identify the scope and list of services to integrate
Organizing and coordination of meeting with business stakeholders and technical teams, writing of follow up
documents
Design of incident management processes in collaboration with 3 Helpdesks involved (Novartis, GSK Global and
GSK Vaccines) and 2nd/3r level IT support teams.
Participation to the migration of +/- 400 Novartis applications to migrate into GSK infrastructure
Writing specifications of new request forms to sustain IT services
Writing support procedures for the 1st line
Training 1st and 2nd support lines
Preparation of slide decks for recurent anf follow up meetings
Reporting to the Steerco on project status: creation of monitoring dashboards, KPI’s
Realization of communication plan

Position Project Manager: Implementation of a new Incident Management system

Project aims at replacing the incident management system (Remedy) by a new system in SAP CRM, integrated with
SAP HR master data.
Participation in the design of the new system (functional aspects)
Gap analysis and setup of incident management processes
Writing specifications needed to SAP CRM development and writing test protocols
Training of 450 IT agents (1-2-3rd support level)
Transfer of open tickets in the previous system to the new system
SLA monitoring, reporting KPI and survey results to IT Management board.
Participation in the implementation of an interface allowing the transfer of tickets from the GSK global incident
management system (Remedy) to the new Vaccines Incident Management system (SAP CRM)

Position Project Manager: Implementation of a service management portal

Project aims to implement a new intranet platform via SAP CRM to manage information on services and service
requests (+/- 50.000 requests per year)
Participation in the design of the new platform and to the structure of services
Design end to end processes for about 80 services delivered by IT
Writing specifications for 70 electronic request forms used by end users to submit a request.
Testing and validation of portal environment and request forms
Organization of trainings for 200 IT agents handling the requests forms
Setup incident process, SLA monitoring, reporting KPI and survey results to IT Management board.

Position Project Manager : Onsite hardware delivery

Project covered the process reengineeing of the onsite hardware delivery to end users and the outsourcing of the
service to an external company.
Definition of project scope and gap analysis
Participation to the RFP and to the selection of preferred vendor
Process design (hardware selection, workstation staging, order and return workflows, …)
Setup of a hardware catalogue
Setup of incident management process
Participation in financial process and cross charging of hardware orders

Position IT Service Desk Manager

Management of the 1st line Support Team in charge of answering the calls submitted by end users (more than 20.000
users located in 6 differents countries) for IT issues.
Management of a team of 15 call desk agents and 1 coordinator
Reorganisation of activities, improvement of ticket handling
Improvement of resolution SLA and resolution at 1st contact
Setup a follow the sun support
Management of escalations
Setup of major incident process
Setup of a knowledge base used by the 1st line to resolve incidents and process to feed the database (PM)
Coordination with 2nd and 3rd level to improve ticket resolution
Monitoring SLA, reporting KPI and survey results to IT Management board
Preparation of slide decks for IT Management Board meetings
Communication to the Business services impacted by Major incidents

Position Local IT Manager at GSK Vaccines Canada (Interim Management)

2005 : Project aimed to the integration of GSK infrastructure to 2 new Canadian subsidiaries (IDBiomedical) acquired
by GSK Vaccines Belgium
Management of team of 15 local agents
Requirement analysis, setup project charter and migration planning
Coordination and follow up between Global and local IT Teams
Supervising the infrastructure rollout: installation of new MPLS network, new servers, restaging +/- 500
workstations to GSK validated client architecture
Inventory of local appications, follow up of application scripting on GSK infrastructure ( +/- 500 applications)
Communication and end-user training
Organization of 1st and 2nd line support
Reporting to the IT Management board, preparation of slide decks, monitoring dashboards, KPI’s

Position IT Access Manager

Job covered the complete reengineering of basic IT access provisioning (Windows account, VPN, mailbox, IP phone)
and automatic provisioning of windows account via a LDAP based on SAP HR data (Population covered: +/- 15.000
users with +/- 4000 newcomers/3000 leavers per year)
Management of a team of 6 agents responsible for basic IT access provisioning
Process optimization and SLA improvement (from 2 weeks to 2 days)
Writing working instructions and standard operational procedures according to GSK Access security policies
Management of issues in coordination with all IT teams involved in access management
Monitoring data integrity issues due to interface problems between various systems involved (People Soft , SAP
HR, SAP R/3, Active directory, …)
Setup of a knowledge database for incidents and problems
Data quality monitoring for critical people master data (name, phone, location, IT account, email...)
SLA monitoring and reporting KPI and survey results to IT Management board