Freelancer profile translated to English.
Back to original languageAbout Joël
IT Service Management consultant with extensive experience in service delivery, SLA management, and ITIL processes.
I help organizations improve their IT services by making SLAs transparent, optimizing ITSM processes, and strengthening collaboration between IT and business.
With over 10 years of experience in IT operations, application management, and service management, I can quickly switch between technology, processes, and stakeholders.
I support organizations with, among other things:
• Setting up and improving SLA reports
• Optimizing ITIL processes (incident, problem, change)
• IT Service Management improvement projects
• ServiceNow or Topdesk support and process optimization
My focus is on creating insight, structure, and continuous improvement within IT service delivery.
Dutch
Native or bilingual
Can work on-site
Enschede (up to 50km)
Experience
- YielderService Level ManagerDIGITAL AND ITJuly 2025 - Today (1 year and 1 month)Haaksbergen, OV, Netherlands• Prepare, maintain, and monitor SLAs and DAP's.• Report on and discuss service delivery performance with clients.• Analyze performance data and proactively identify areas for improvement.• Communicate with clients about the status of their services and manage expectations.• Implement processes and procedures to optimize service delivery.• Collaborate with internal teams to ensure efficient processes.
- FellooSupport Team LeaderDIGITAL AND ITJune 2024 - June 2025 (1 year)Almelo, Netherlands• Lead and guide the support team to ensure fast and high-quality customer support.• Distribute and prioritize support tickets, and monitor progress and service levels (SLAs).• Coach team members, conduct progress meetings, and provide support for complex customer inquiries.• Optimize support processes and workflows to increase efficiency and customer satisfaction.• Liaise with other departments such as IT and operations to quickly resolve technical issues.• Monitor performance, report results, and continuously improve service delivery.
- DustinService Level ManagerDIGITAL AND ITFebruary 2022 - June 2024 (2 years and 4 months)Enschede, Netherlands• Serve as a point of contact for clients, ensuring that service delivery aligns with client needs, objectives, and challenges.• Report on the service level of service delivery and its handling, both internally and to clients.• Monitor the quality of service delivery and ensure it meets the set SLA requirements.• Identify client needs and translate them into appropriate technical solutions with engineers for the client.• Identify potential issues and propose concrete improvements to ensure and enhance customer satisfaction.
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Education
- Vocational training Functional Management ServiceNow Certified System Administrator ServiceNow Fundamentals Bronze Level - Cyber Resilience: Basics ITIL® v4 FoundationVakopleiding Functioneel Beheer ServiceNow Certified System Administrator ServiceNow Fundamentals Bronze Level - Cyber Resilience: Basics ITIL® v4 Foundation
- Bachelor's degreeSaxion University of Applied Sciences2015Bachelor's degree
Certifications
- ITIL v4 FoundationPeopleCert2025
- ServiceNow Certified System AdministratorServiceNow2020