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Programma manager / Interim manager
Work ExperienceKoninklijke KPN NV
Division Simplification & Innovation (January 2014 till today)
Position: Vice President B2B / Member of Management Team KPN Business Market.
Objectives: Define and execute Innovation and transformation projects and programs for KPN’s Business Market, to increase customer satisfaction, increase revenue, reduce cost-levels. Responsibility: appr. 50 million/year, partners (on-/offshore).
Results: Increased revenue through launch of bundled services (VastMobiel, KPN ÉÉN, OPIB) and sales tooling (Sales Effectivity); NPS increase and cost reduction through process redesign, better tooling and excellent online self-service. Improved innovation performance using offshoring and introduction of Agile way of working.
Division Business Market (February 2011 till January 2014)
Position: (Program) Director Innovation Large and Corporate Market
Objectives: Plan and execute innovation program for the large and corporate market, based on the strategic objectives of KPN Business Market. End-to-end design and realisation of processes and IT for new and integrated services, cost reduction and simplification and customer satisfaction. Responsibility: appr. 20-25 million/year.
Results: Introduction of new propositions/products (KPN EEN Grootzakelijk, VastMobiel-in-1); Customer centric Managed Service Provider process for LE/C (ITIL based for integrated IT and Telco services; Cost reduction through process redesign (new EVPN chain, new ONE chain).
Division Wholesale & Operations (April 2007 till February 2011)
Position: Manager IT / Program manager Processes & IT
Objectives: End-to-end design and realisation of processes and IT for KPN’s operator for new services and networks, operational excellence and as part of KPN’s transformation to an all IP network. Responsibility: appr. 60-70 million/year.
Results: New generic fulfilment, provisioning and assurance chains designed and implemented, for the introduction of FttH, FttC, VDSL and ZIPB. IT Demand organisation implemented.
Unit IT Nederland (October 2005 till April 2007)
Position: IT Business manager
Objectives: Align business strategy of Segment Wholesale & Operations and IT-strategy (rationalisation). Governance on investment portfolio, roadmaps and portfolio management. Initiate and execute projects, programs and changes.
Results: Aligned Business and IT strategy and roadmap, project portfolio under control, several projects & programs started and implemented according to roadmap and to realize both business and IT-objectives.
BU Fixed Voice (April 2004 till October 2005)
Position: Manager Portfolio Management
Objectives: Product and chain management for voice, connections, subs, and value added services, including fulfilment and assurance processes. Target is maximum ROI and ARPU, excellent NPS. Managed transition from traditional POTS to VoIP.
Results: Increased NPS, decreased cost level, introduction new services, like ISDN1.
Strategy and Business Development (March 2001 till April 2004)
Position: Program manager
Objectives: Define next generation broadband access strategy, based on fiber to the home and xDSL. In close cooperation with partners, customers, suppliers, government and municipalities, and telco/cable sector, reconsidering the traditional telecom value chain, to find viable business models for the new broadband market. Including technology, business modelling, business case, scenario’s, positioning and strategy.
Results: In two municipalities “kenniswijken” rollout of FTTH network and launched successfully, commercial and operational. Public/private partnerships initiated and realized. Representative of KPN for this subject in several committees, and conferences.
Network Operations Region Mid-Netherlands (September 1998 till March 2001)
Position: Manager Capacity Management
Objectives: Guarantee sufficient capacity and continuity for KPN Fixed Network infrastructure (platforms, transmission and access networks, technical buildings). Including capacity management, design, build and accept infrastructure projects, manage financial and milestones/progress, logistics and change management.
Results: Expand/renew transmission (SDH/Lambda) network and voice platform to support new entrants with interconnection and sufficient capacity. Regular infra projects.
Network Operations Region Den Haag (August 1994 till September 1998)
Position: Manager Support & Facilities
Objectives: Provide optimal support to the line organisation in the field of governance and steering, control and reports, administration, and application management. Responsible for maintenance, renovation projects for appr. 90 buildings.
Results: E.g. full renovation of all office building of KPN in Den Haag.
PTT Autolease BV
Business Unit Service (July 1989 till August 1994)
Position: Manager Support Unit
Objectives: Support unit for national network of maintenance and car body repair shops.
Results: Implementation AUDATEX (automated calculation system), STEK-certification of all shops (Air conditioning certification).
Location Arnhem (September 1988 till July 1989)
Position: Technical Commercial Manager
Objectives: Hiring and placing temporary workers, especially engineers.
EducationAgile Program Management – AgilePgM Foundation (Certified 2015)
Managing Successful Programmes – MSP Practitioner (Certified 2015)
Master of Information Management, incl. Healthcare (TiasNimbas, University of Tilburg) – 2010
High Performance People Skills (London Business School) - 2006
General Management Program (KPN) - 2002/2003
Master’s Degree, Business Administration, Marketing & Logistics (Open University) – 1994/2001
Bachelor’s Degree, Automotive Engineering (HTS Apeldoorn) – 1984/1988
SkillsExperience: Telecom (Mobile/Fixed/eTom), ICT (Cloud, Application Development, ITIL), Customer Experience, End-to-End Processes, Digitalization.
Expertise: Project and Program management (Prince2, MSP), Governance, Portfolio management, Design and Architecture, Innovation (Agile/Scrum), Change management, Stakeholder management, Finance, Business/IT-Alignment, Outsourcing, Processes, IT.
Profile: Strong conceptual & analytical skills - Capable of handling complexity - Solution thinker instead of problem thinker - Drive people with a vision - Stable in stressful situations - Connecting strategy and execution, connecting disciplines - Effective communication and influencing skills at all levels (C-level, senior management, operational level)
Style: Starter, challenging the status quo, pleasant, positive, confident, bit stubborn, good sense of humour.