Jaap Pieters

Experience

• 

  IBM

  Jun 2001 - Sept 2013

  Lead transition of multiple operational teams to one new organization. Improving effectiveness, efficiency, internal control and compliance.Reorganized roles and responsibilities, policies, processes and procedures for smooth transition to an offshore solution.Lead offshore outsource transition to low-wage countries. Client Engagement Manager. Responsible for overall client satisfaction, client relationship, and generating continued Consultancy, Support and Education Professional Services revenue. P&L Responsibility. Achieve operational, financial and strategic targets. Lead management team. Responsible for marketing strategy. Develop and drive services offerings to market, ensuring that the offerings developed align with the market, channel requirements and marketing strategy. Manage organization of Consultants. Manage utilization, profitability. Drive revenue earnings and customer satisfaction. Manage organization of Support services specialists. Telephone support and on-site support as well as Support Account Managers. Manage utilization, profitability. Drive revenue earnings and customer satisfaction.

  • Director IBM Benelux Shared Service Center

    May 2010 - Sept 2013

  • Senior Sales Manager

    Jan 2009 - May 2010

  • Director Of Services

    Feb 2006 - Jan 2009

  • Offering & Marketing Manager

    Jan 2005 - Feb 2006

  • Consultancy Services Manager

    Jul 2003 - Jan 2005

  • Hardware and Software Support Manager

    Jun 2001 - Jul 2003
• 

  ViTAL | Toshiba Medical Systems

  Oct 2013 - Apr 2014

  Manager IT Professional Services EMEA

  Professional Services Manager for Western and Eastern Europe, the Middle East and Africa

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  Canon Medical Systems Europe

  May 2014 - Apr 2021

  Director of Services and Operations EMEA

  Customer Service- Introduced a ticketing system to streamline support workflows, enhancing service delivery and reducing customer downtime.- Developed and implemented proactive monitoring strategies to consistently exceed customer service performance targets.Customer Success- Established feedback mechanisms to improve service offerings, enhancing customer satisfaction and retention rates.- Collaborated with Service Partners to ensure alignment with customer needs, boosting satisfaction among clients serviced by external providers.- Conducted training programs for customers to optimize their use of services, fostering stronger relationships and long-term success.Sales & Technical Support- Trained pre-sales teams to effectively demonstrate Service solutions, increasing customer engagement and conversion rates.- Developed customized Service proposals tailored to specific customer needs, driving higher sales closure rates.- Introduced streamlined processes for technical support, ensuring swift resolution of technical issues and heightened customer trust.Operations Management- Directed operational strategies to enhance efficiency, reducing costs and increasing productivity across the EMEA region.- Spearheaded process improvements, implementing KPIs to monitor and drive continuous improvement.Supply Chain Management- Led the establishment of a robust Service Partner network across EMEA, ensuring timely delivery and service reach expansion.- Implemented readiness plans for external providers, optimizing their integration into the supply chain and ensuring consistent service quality.- Regularly assessed partner performance, ensuring alignment with company standards and goals to meet customer expectations. Show less

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  CCS connects

  Apr 2021 - Jun 2022

  Delivery Manager

  Customer Service- Improved Service Delivery: Ensured customer requirements were developed and implemented by collaborating closely with Product Owners and challenging the development team to meet those needs.- Co-Creation with Customers: Engaged in co-creation sessions with customers to tailor solutions directly to their needs, fostering stronger partnerships and more effective service delivery.Customer Success- Agile Project Management: Employed Agile project management strategies to ensure continuous implementation, using iterations to stay on track and adjust as needed.- Scrum Framework: Aligned project management with customer expectations by implementing Scrum practices, ensuring high satisfaction and retention through regular reviews and feedback.Sales & Technical Support- Collaborative Scope Management: Worked closely with sales teams to manage changing project scopes, ensuring seamless integration of new requirements.- DevOps Integration: Maintained technical support efficiency by adopting DevOps principles, keeping support teams in the loop for faster issue resolution.Operations Management- Operational Improvements: Introduced Prince2 Agile methodologies combined with Scrum to enhance operational efficiency and streamline project workflows.- Performance Monitoring: Utilized Scrum’s robust performance tracking methods, establishing and monitoring KPIs across regions to ensure consistent project delivery.Supply Chain Management- Resource and Logistics Management: Developed strategic plans to optimize resource allocation and logistics, ensuring smooth project execution.- Timely Delivery: Leveraged Scrum practices to ensure timely delivery and integration of software solutions, coordinating efforts across teams to meet deadlines. Show less

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  DORC Dutch Ophthalmic Research Center (International)

  Jul 2022 - now

  Global Service Manager

  Customer Service - Introduced customer surveys and feedback systems, driving consistent improvements in service quality and increasing customer satisfaction.- Reduced response times by implementing lean workflows and optimizing customer service processes.Customer Success- Built strong customer loyalty by aligning service delivery with customer expectations, resulting in improved retention.- Implemented strategies to improve customer experience, integrating feedback to elevate satisfaction and loyalty.Sales & Technical Support- Streamlined escalation protocols and enhanced technician training, resulting in faster issue resolution across Field Service, Helpdesk, and R&D levels.- Implemented a global tool calibration system, ensuring consistent technical reliability worldwide.- Introduced a streamlined system for selling new and refurbished spare parts, improving availability and customer satisfaction.- Collaborated with the sales team to optimize product reliability, leveraging customer feedback and repair data to enhance value propositions.Operations Management- Streamlined operational processes using Lean Manufacturing, Six Sigma, and 5S methodologies, reducing costs and enhancing productivity.- Successfully implemented a new ERP system, improving service speed, accuracy, and data visibility across departments.- Developed and monitored KPIs to ensure continuous operational improvements and alignment with strategic goals.Supply Chain Management- Implemented a spare part management system to optimize stock levels, leveraging data-driven forecasting to prevent stockouts and minimize downtime.- Accelerated delivery times by coordinating supply chain processes with outbound, production, and planning teams.- Introduced a system for selling new and refurbished spare parts, aligning pricing strategies to meet customer demands efficiently. Show less