JEAN-PHILIPPE SCHEPKENS

Develop/implement standardized ITIL ITSM processes, aligned with Global HQ. Onboard management, teams and stakeholders, ensuring adoption of the processes company-wide.

Create/implement Major Incident Management process and Communication process. Coordinate major incidents (BELUX & Global HQ collab), documentation, RCAs/PIRs, and permanent solutions.

Installed KM governance and standards across the IT department. Developed procedures for creation, maintenance and access of high quality knowledge.

Created and provided complete training courses for new and experienced employees as well as external partners.

Trained staff on customer service techniques and principles.

Provided direct service and support to customers.