Yves Verbruggen

Work History

Helvetic

09.2023 - Current

Lead projects to help organizations achieve their digital transformation goals
Improvement of key project lifecycle artifacts, resulting in re-use and increased efficiency (x2)
Business case preparation by leading inception workshop outcome activities
Lead multi-project kickoffs and team set up

Merkle DACH

03.2023 - 08.2023

Establishment of a co-located multi-skilled application support team (AMS) that handles 1,200 tickets (levels 2 and 3)
Install a proactive mindset with the creation of a continuous service improvement process that accelerated the client's DevOps ambitions
Accelerated the time-to-market by 50% by changing the branching strategy and release frequency
Design the supporting processes and team setup to allow for Type 1 Dev and Ops Collaboration model (DevOps)
Creating a new way of working by pioneering a cross-cultural training
Coached and Mentored an application support team of 16 FTEs, that achieved 92% SLA compliance in the first month of duty

Merkle DACH

02.2021 - 03.2023

Execution of client covid emergency plan by changing the service location from near shore to off-shore of a 7-year existing multi technology Level 2 and 3 support service
Active participation in answering RFPs by representing Merkle Operations service offering for all other service lines
Obtaining the largest new logo in 2022 including IT operations, development, and strategic service offering
Winning the 'Merkle one team award' as part of the Husqvarna pitch team
Created a proven service onboarding and transition approach that allowed Merkle to at scale set up global application support and maintenance services

Merkle DACH

04.2021 - 09.2022

Creation of a multi-skilled quality center (offshore)
Attract and signed the first clients (> 2M USD)
Growing the delivery capacity to +40 FTE in less than a year
Establishing supporting processes to ensure service excellence and retain the employees
Influence the parent company's global shoring strategy to adapt to new offshore location like Philippines
Within less than 6 months, the creation of a dedicated and tailored offshore quality center for the Merkle DACH cluster

International Air Transport Association (IATA)

07.2017 - 01.2021

Heading the global application support team, responsible for IATA IT system support, test, and release management by engaging with business stakeholders, service providers (partners), and other IT colleagues
Realized harmonization across the different sites, which led to overall volume reduction (-25% incident) and cost (+1M)
Hold additional roles, active member of ITS leadership, acted as Business partner, Platform owner of Jira Service Desk, and process owner incident management
Increased customer satisfaction by moving from technology-orientated and reactive support towards pro-active and customer-centric
Implemented a cost-efficient 24/7 premium application support service, named Active Desk
Promoted from Senior Specialist, Application Support to lead a seven-member global application support team and direct 5 key service providers for this organization serving the world's leading airlines, representing 84 percent of global air traffic