Didier - Consultant SAP MM

Ref : 040223C002
Photo de Didier, Consultant SAP MM
Compétences
Expériences professionnelles
  • Jan 2021 - aujourd'hui

    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
    Jan 2019 - Jan 2020

    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

    Company Glaxosmithkline Vaccines – Mont St Guibert, BELGIUM
    Jan 2014 - Jan 2016

    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

    Company Glaxosmithkline Vaccines - Wavre, BELGIUM
    Jan 2013 - Jan 2014

    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

    Company Glaxosmithkline Vaccines - Wavre, BELGIUM
    Jan 2012 - Jan 2013

    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

    Company Glaxosmithkline Vaccines – Wavre, BELGIUM
    Jan 2010 - Jan 2010

    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

    Company Glaxosmithkline Vaccines - Rixensart, BELGIUM
    Jan 2009 - aujourd'hui

    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

  • Interim Management during SAP R/3 project including MM,FI,CO,SD,QM modules
    Jan 2007 - Jan 2008

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

    Company Glaxosmithkline Vaccines - Montreal & Quebec, CANADA
    Jan 2005 - Jan 2006

    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

    Company Glaxosmithkline Vaccines – Rixensart, BELGIUM
    aujourd'hui

    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

Études et formations
  • AGILE Project Management - Basics

    2018
  • TIL BASICS

    2008
  • SAP, Brussels, BC400 - ABAP

    2005
  • Dale Carnegie, Brussels – Leadership and Communication

    1998
  • Forem, Charleroi, SAP R/3 Certification

    1998
Autres compétences
 1997 - ICHEC, Brussels – Special diploma in Logistics
 1988 - UCL, Louvain La Neuve, Business Economics Degree
 1984 - ULB, Brussels, Special Mathematics
 1983 - College Saint Michel, Etterbeek, high school diploma

LANGUAGES
 French: Mother tongue
 English: Very good
 Deutch : Very good

COMPUTER KNOWLEDGE
 SAP R/3 (Certified trainer)
 SAP WM, SD, PP (Functional knowledge)
 SAP HR (Functional knowledge)
 SAP CRM (Functional knowledge)
 Windows active directory
 MS OFFICE SUITE (excel, word, power point, Visio)
 MS Project
 MS Access
 Adobe Photoshop

SAP COMPETENCIES - SUMMARY

SAP Main
competencies
MM – materials management
Account determination
Consumpt. Based Plg- MRP
Purchasing
External Services
Inventory Management
Invoice Verification
LIS - Information System
Foreign Trade
Logistics
Logistics Basic Data
Batches
Forecast
Warehouse mgt
Shipping
Transportation
Classification
BI Reporting
SD – Sales &
Distribution
Master Data
Basic Functions
Sales
Foreign Trade
Billing
SIS : Inform. System
Training Given
for SAP
SAP BELGIUM
Brussels
2002 LO – LO985
2002 MM – LO140
2002 MM – LO520
2002 MM – LO525
2002 MM – LO020
2002 MM – LO555
2001SD-MM – LO925
Classification 4.6c
Logistic execution, 4.6c
Optimizing purchasing 4.6C
Planning and forecasting functionalities
Basic procurement processes 4.6c
Lis in inventory management 4.6c
Cross MM-SD processes 4.6b
SAP FRANCE
Paris 2001 MM-LO515
Invoice verification, 4.6c
Inventory management 4.6c
2001 MM-LO510
2002 LO-LO140
Logistic execution 4.6 c
SAP
SWITZELAND
2001 MM
2003 MM
Basic procurement processes 4.6b
Basic procurement processes 4.6b
Full cycle projects
 Nissan nv
 VandeKerkhove - Knauf
 Buderus nv.
 Multipharma sa
 Laborelec nv
Short term
support
assignments (less
than 3 months)
 RUG Gent
 Leonidas
 Ami Docuco
 Lhoistgroup
 Alcatel
 Lambert
 Good Year
 Fafer
 Carsid
 UCB
 AIB Vincotte
 ADB

PROFILE
 PMO
 Senior Project Manager
 Business Analyst
 Service Delivery Manager
 Team Leader
 Training Coordinator
MAIN COMPETENCIES
 Service delivery Management
 SAP experience
 ServiceNow experience
 Master data management
 End user support

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