Laurent Martens

Experience

• 

  Gecotec

  Jan 2002 - Nov 2004

  Desktop Engineer
• 

  Computacenter

  Nov 2004 - now

  Part of a Global Managed service contract for client's location in America and European regions which delivered agile front end support and Centralized Service Desk. Leading EMEA regions with services delivered in 22 countries including industrial entities.Listening Business/Client requirements, improve Service contract processes, bring innovation-efficiencies and embrase proactiveness at each stages. Managing Local partners, International Team Leader-Lead Engineers. Focus on Human, delivery, stability and communication with strong partnership and trust development Show less Management of a Front Office SLA Contract.Coordination of 20+ colleagues who are in charge of all front office operations. - From purchasing to delivery of Hardware (Desktop,Laptop, Mobile device, printer,...). - Incident and/or request process (1500+ tickets/Month)Connection between the client and our company - Monthly reporting to Client (Stats, forecast, CSI, KPI analyse, ...) - Complains management - Billing - Forecasting - Financial reporting (costs & Benefits) - Globalisation of the SLA contract to other client sites Human Ressource process - Recruitement, Skills Analyse, Validation - Annual Review (Performance, Improvment, Motivation, Development) - Communication, Relationchip and Team Spirit - End of contractImprovement - Propose new process/idea to the client - Strong Business connection - New opportunities/project/contract analyse in contact with our commerical Dept. - Focus on ComputaCenter Global Strategy Show less

  • International Service Manager

    Jun 2017 - now

  • Service Director

    Nov 2022 - now

  • Service Delivery Manager

    Jan 2014 - Jun 2017

  • IT Operations Coordinator

    Jan 2013 - Jan 2014

  • Coordinator/Manager IT Support

    Apr 2011 - Jan 2013

  • Project Manager

    Nov 2004 - Apr 2011