Michel Van Golberdinge

Experience

• 

  NCR

  Oct 1986 - Jan 1998

  - Manage the Operations of the Implementation Service team of 17 employees- Responsible for project management, project management office, order and logistic management, order invoice and site preparation- Job roles to manage within the IST department: project managers, project co-ordinators, project office, logistic specialists and site preparation engineer - Project Management for implementation of NCR products and services within the product area of retail, finance, computers, network equipment and data cabling.- Responsible for proposals, project plans, scope setting, project scheduling, risk management, change management, financial management, manage project team, manage partners and third parties, implementation, customer acceptance, handover to service department - 1989-1993 Installation, maintenance, support, upgrades and modifications of NCR Unix computers and supporting equipment. - Responsible for low-end systems (<10 users) till high end systems (> 100 users, datawarehouse systems)- 1986-1989 - Installation, maintenance, support, upgrades and modifications of NCR Retail systems and supporting equipment

  • Operational Manager

    May 1996 - Jan 1998

  • Project Manager

    Mar 1993 - Apr 1996

  • Customer Service engineer Retail & Unix systems

    Oct 1986 - Feb 1993
• 

  Aspect

  Feb 1998 - Sept 1999

  Project Manager

  - International Project Management within Call Center related products en services- Responsible for proposals, project plans, scope setting, project scheduling, risk management, change management, financial management, manage project team, manage partners and third parties, implementation, customer acceptance, handover to service department- Definition and implementation of project management office

• 

  Logica

  Oct 1999 - Mar 2000

  Project Manager

  - Project Management of software development and system integration projects.- Participating in proposals, writing project plans, scope setting, project scheduling, risk management, change management, financial management, manage project team, manage partners and third parties, implementation, customer acceptance, handover to service support department

• 

  Cisco

  Apr 2000 - now

  Managing key manufacturing and public sector accounts Leading customer solution lifecycle to ensure successful adoption and value realization of Cisco IT solutions.Driving YoY growth in services renewal.Initiating and leading two multi-year software license programs Building and maintaining strong relationships with senior customer and partners to align on business goals and outcomesCollaborating with cross-functional teams to identify and implement tailored solutions for client success.Developing and managing strategies to reduce renewal risks, improving overall retention rates and customer satisfaction Show less Leading strategic business transformation programs across EMEA.Driving the EMEA Communities in Crisis Program, resulting in key partnerships with NGOs and educational programs.Developing and implementing EMEAR CX Future Skills Development Program, leading to a global rollout.Managing Service Provider Transformation in analysing and identifying new technology and service opportunities.Driving growth through proactive service demand generation program, unlocking opportunities across 20+ key EMEA accounts. Show less - Pre-sales activities to ensure optimal service penetration - Support Service Account Manager by being responsible in Sales process for Service consultancy - Tactical and strategic service and support management - Manage Service and Support Contracts- Develop and maintain Customer Support Plan & metrics- Ensure successful Cisco service delivery- Execute Operational Process ITIL Assessments- Manage service delivery programs- Manage operational improvement initiatives to ensure customer success All responsibilities are executed for large Dutch service provider and a large Global financial enterprise Show less - Manager Customer Service responsible for product and service of supply chain management for European and Emerging Markets.- Responsible for business and people management by managing 10 relationship managers- Relationship managers are responsible for key regional partners and Cisco productivity and satisfaction by ensuring behaviour, process, systems change adoption and order management escalations. Scope of work is product and service order quoting, booking, management, delivery and invoicing. Show less

  • Customer Success Executive

    Jan 2023 - now

  • Delivery Transformation Program Leader

    Jan 2022 - Jan 2023

  • People Leader and Manager Project & Program Management

    Feb 2019 - Jan 2022

  • Senior Program manager - Customer Experience

    Aug 2011 - Jan 2019

  • Client Service Account Manager

    Oct 2008 - Oct 2011

  • Service and Support Manager

    Jan 2006 - Sept 2008

  • Manager Customer Service

    Mar 2004 - Dec 2005

  • Project Manager and Relationship Manager Advocate

    Aug 2002 - Mar 2004

  • Project Manager

    Apr 2000 - Jul 2002