Yves Verbruggen
Portfolio Director
Rolle,Vaud
“Where there's a will, there's a way,”
Summary
IT professional with 15 years of experience in guiding business partners to maximize their IT investment. Specialized in Portfolio Management, Delivery Management and IT Operations. Team and delivery center builder thanks to a pacesetting leadership style and the entertainer personality type (ESFP within MBTI). People first approach - leadership starts with self-leadership. Status quo challenger and creative person to ensure a service level that surprises the consumer.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
6
6
Certificates
Work History
Senior IT Project Manager
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
Global Operations Director
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
Customer Success Manager & Growth Director for IT Application Support and Maintenance
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
Acting Managing Director Philippines
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
Head Application Support
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
Education
Master of Science - industrial science: electronics-ICT
01.2005 - 01.2008
Bachelor of Science - electricityelectronics
01.2002 - 01.2005
Skills
"Agile" Project Management
Software Development Lifecycle
Servant Leadership and Talent Development
Resilience and Adaptability
Customer focus
Stakeholder Management & Collaboration
Data-driven decision making
Intercultural Communication
Languages
Dutch
Bilingual or Proficient (C2)
English
Advanced (C1)
French
Upper intermediate (B2)
Interests
Alpinism
Self Development
Traveling
Trail Running
Golf
Cooking
Certification
Insead - Leading Across Borders and Cultures Programme