Jack Van Den Heerik B-1150 Brussels Mobile +32 (0) 4989 19732, E-mail: vdheerik@gmail.com Organizational Change Manager 20+ years of rich & extensive global experience in project and program management, re-engineering of major business processes, project execution, organizational change management, Operational Management, quality assurance and team supervision. Extensive experience in project planning and management, budgeting, contract management, co-ordination, resource planning. Proficient in Management Consulting, Change Management & Integration and Transition Management. Effective communicator & leader with strong analytical, problem solving & organizational abilities. Experienced in working effectively in multi-cultural environments. Graduated with an MBA from the University of Maryland. Successfully written various publications on Change Management. Benchmarks and Achievements Technical: Methodologies MS Project, PMI, PRINCE ||, PMBOK, Matrix, PMO, CCMI, Lean, ITIL Environments MS OFFICE, VISIO, WATERFALL, RUP, Trillium, Clarity, SQL, KARMA, Planview. Execution: Project/ Program Management: • Proven skills in end-to-end Project Management, with successful track record of formulating project and program management plans to deliver implementation solutions, within time and budget constraints. • Communicated with global stakeholders and ensured PMO project team members developed a relationship with stakeholders. • Ensured that all project documentation, such as the issues and risks register, was kept up to date. • Delivered projects for large global organizations such as: Nedbank, Orange, Jersey Telecom, LDCom, Lucent Technologies, Time Warner, Pfizer, Ipulsys, KPN, Finnet group, Standard Bank, ABN-AMRO, Dorbyl, PTT, Mahle, GAB (Dutch labour office), Beeck-Homann, ABN, BP (British Power), Nuon, GUS, and Star Breweries. • Active involvement in the preparation of bid documents designed for the purchase of goods and services from third parties. • Spearheaded various major projects such as: o Vaal Reef mines – Implementation of new work processes. o Dorbyl manufacturing and shipyards - business process re-engineering and communication techniques. o Beacon – Establishment of an IT Infrastructure for the sales operations and logistics for stock control. o Mahle – Reengineering of production processes and workshop communications o Introduced ERP principles to manage effective and & unified resource utilization. o Telkom – Unbundling of departments within the organization. Introduction of procedures for core business process implementations. Migration of SW implementations. o ESKOM – Management of a team of process specialists in various projects of change management. Formulation of a pocket guide for 5000 managers outlining the principles of Project Management. Change Management: • Delivered change management projects under strenuous circumstances by assessing corporate requirements, willingness to change and aligning with global requirements. • Recognized as a hands-on, proactive trouble-shooter who can rapidly identify business problems, formulate tactical plans, and implement leading-edge technology solutions in challenging environments. • Developed and obtain consensus for new business processes and introduced principles of Project Management, Lead PM in establishing PMO organization. • Led multicultural and multidisciplinary teams on change integration delivery. • Handled complicated change management requirements for IP provider Telco Global leading a team consisting of technical and business consultants. • Oversaw re-engineering of major organizational processes and substantial change processes resulting in project savings of $ 8.2 million. • Wrote a booklet on Change ‘’Preparing for the Future’’ ISBN 90-76249-13-X. Operations: • Identified scope for process modifications/ streamlining for enhanced operational efficiency. • Designed & implemented procurement schedules along with finalisation of material specifications. • Managed activities pertaining to technical support for pre sales presentations. • Worked closely with other departments such as HR, Finance and Sales Ops. • Involved in managing the career development plan ensuring regular (2x a year) revisions and planning sessions. • Experience in updating databases and monitoring and setting quality parameters using programs like bowling ball and Trillium and standard Prince II methodology. • Effectively conducted system analysis and identified process failures thereby preventing reoccurrences. Responsible for maintaining quality standards. • Organized and led workshops at various levels in the organization Team Management: • Successfully managed all resources from recruitment to initiation and ensured adherence to departmental procedures. • Developed European Program and Project plans and managed EU Integration project teams including dealing with multiple CFA’s. • Bestowed with the responsibility of training teams to meet quality requirements and coaching and mentoring Project Managers and Line Managers (205). Career Progression Sr. Project Manager (Contract) Oct. 2008 – Present TSYS Europe – UK-NL To manage projects and acts a SPOC for clients in the Bankcard/Credit Card business. Data processing. Sr. Project manager – Change Manager European Commission – Brussels Aug 2008 – Sept 2008 Audit, review and adjust ITIL processes Sr. Project Manager – Business Process Design March 2008 – Juli 2008 Telindus - Belgium • Working with project team to design all major business processes for outsourcing program such as Capacity Management, Incident Management, Change Management etc • Design processes in line with ITIL Senior Program Manager – Benelux – Change Management Aug. 2007 – March 2008 FORTIS BANK – BRUXELLES • Spearheaded numerous large scale integration projects (project budgets of up to $20 million) for customers such as EU Commission and Fortis Bank Belgium. • Played pivotal role in the following activities: o Preparing Resource management for professionalizing the function entailing recruitment of new staff, training and coaching of staff, setting up the departmental processes, managing the department budgets and introducing principles of Change Management and Integration management. o Delivering project and programs with challenging deadlines and met delivery dates on time and within budget. Involved in presales and bid processes. o Reporting on progress at Board room level. • Supervised cost effective completion of following projects: o Establishment of the infrastructure for the Processes. o Networking with both internal and external resources throughout the Benelux. o Client liaison with Sr. Management and leading motivational work shops. o Documenting processes to be used by the team members. o Formulating various processes for implementation in other European entities. o Selecting candidates and interviewing potential new hires. Training team members. o Management of various project streams simultaneously o Deploying time tracking tools and improving the process. Senior Project Manager – Jan. 2007 – July 2007 AXEN – Bruxelles • Project Management on various project assignment • ITIL Processes • Change Management Senior Program Manager – Europe –Quality Management Jun 2006 – Dec 2006 Monster Technologies, Prague • Bestowed with the responsibility of formulating, establishing and implementing all new processes of the EU content and Data of Monster. • Dexterously handled establishment of: o Infrastructure for the Quality Management Department. o Contacts with both internal and external resources. o Documenting processes to be used by the team members. o Various processes for implementation in other European companies • Successfully handled trials of various versions of CRM and e-commerce application development. Project Manager, Resource Manager, Delivery Manager Jan 2005 – May 2006 DHL Information services, Prague As Project Manager: • Oversaw completion of substantial virtual projects (budget of 15 million Euro) on integration and adaptation of in-house ERP software to deal with global logistic functions • Dealt with extensive reporting cycles for the management board in Prague on a monthly basis. As Resource Manager: • Active involvement as part of the team developing the cross utilization of resources between various departments resulting in the establishment of a resource pool concept. As Delivery Manager: • Ensured timely delivery of relocation of a global service desk team, delivery of additions and UAT to SFA application upgrades as well as various aspects of a resource pool development. Project Director; Bid Manager; Practice Manager Dec 2001 – Dec 2004 FP International Consulting, Europe • Implemented appropriate project risk escalation procedures throughout the organization. • Acted as central point of contact for the business. • Performed the lead role in business development and preparing and presenting project bids including: o Presenting bids at board level to the Imperial Group in Geneva and KPN Telecom in the Netherlands achieving success in these instances with project budgets of $16 Million and $ 8 Million. • Managed 62 staff including 12 project managers and 8 business analysts. Sr. Project Manager Dec 2000 – Nov 2001 Proudfoot Management Consulting, Europe • Dexterously handled an extensive $ 52 Million change project in manufacturing under diverse circumstances. • Led a multicultural project on implementation of foundry production improvement program including a SAP production planning tool which resulted in obtaining further projects within this organization • Managed various off site training sessions for senior management in order to create awareness for effective communication. • Active involvement in re-organization of the country wide field sales teams of Beeck Homann which resulted in multimillion Euro savings for this organization. • Acted as a Sr. project Manager on a project with British Power going through the liberalization process. Operations Director; Interim Manager Sep 1999 – Nov 2000 Edison Telecom Consulting, The Hague • Spearheaded establishment of the company right from scratch on behalf of the XXL Holding Company. • Secured a multimillion dollar contract with LDCom in Paris for providing project support. • Achieved further contracts from Ipulsys (Mannesmann) and KPN telecom. • Undertook an assignment from Lucent Technologies to replace on an interim basis the EMEA Services Manager leading a team of 35 (Technical) staff. • Implemented a new Customer Contact Centre in Spain resulting in substantial savings and a 55% increase in repair turnaround time. • Led an interim assignment for Omnitele a subsidiary of Finnet telecom by leading the establishment of a Dutch operations office meeting an extremely tight project deadline of 2 months for completion. Earlier Career Snapshot Principal Consultant Jan 1997 – Aug 1999 Pink Roccade, Netherlands – Utility Project Manager Project Director Feb 1993 – Oct 1996 KPMG, South Africa Worked for various large organizations such as ESKOM, Telkom, Dorbyl, Vaal Reef mines and Randfontein Mines. The work in the mines were mostly focussed on change programs transforming the organization with a view of streamlining work processes and supervision. This involved in introducing and enforcing time tracking and motivational workshops for supervisors to afford work load balancing. Introducing a multi shift/performance balance. The project team consisted of 20 consultants and 2 junior project managers who supervised the various observation studies. The object of the projects was to improve performance by streamlining processes. We also carried out a project for Dorbyl in the division that manufactured the mini locomotives used in the mines for transporting ore. This project included stock control balancing, managers work ethic improvement and supervisory training. Project Manager; Benelux Country Manager Jan 1989 – Nov 1992 Doctus Consulting, Europe As Manager Benelux Operations Jul 1998 – Aug 1999 Lucent Technologies, Netherlands As Sr. Project Manager Feb 2000 – May 2000 Telco Global, London Educational Qualifications MBA in Business Economics September 1972 until May 1976 University of Maryland Personal Details Date of Birth : 16th April, 1949 Nationality : Netherlands: Languages : English, Dutch, German, spoken and written, French and Spanish - basic Driving License : International (Belgium) References available on request