Maarten Ensink

As Service Level Manager at ODC-Noord, one of the four government data centers, I was responsible for the optimal delivery of scalable IT housing and (private) cloud products and services, including IaaS, PaaS, CaaS, and FaaS. Additionally, I led the Service Level Management team, consisting of five Service Level Managers, and improved internal processes such as reporting and invoicing.

As Service Delivery Manager, I advise and support the Business Support Organization (BSO) in further professionalizing the BSO using Service Management. Responsible for implementing and managing services that meet customer needs (Request for Proposals), delivering value to the customer in the form of services.

• Conducting customer meetings, monitoring service performance, managing the BSO's product and service catalog (PDC), SLA agreements. Making agreements with the customer and monitoring that these agreements are met.

• Actively contributing to the improvement of the recently introduced ISM methodology (ITIL) and the optimization of Topdesk.

• A great assignment as Service Delivery Manager, literally 'the spider in the web between academies, departments, and divisions'.

Halfweg, North Holland, Netherlands

• Project Leader for the rollout of smart cameras and sensors for the Digital Canal Amsterdam and improvement of the IoT backend. Hogeschool Inholland / Inholland University of Applied Sciences Service Level Manager / Supplier Contract Manager interim. August 2019 - May 2020 (10 months) Haarlem, North Holland, Netherlands

• Responsible for ensuring and monitoring the delivery of services from suppliers to IVT and the delivery of IVT services to internal (education and operations) and some external customers in accordance with agreements made. Managing the IVT processes team.

• Supplier Management: Maintaining the contract and license administration up to date. Monitoring agreed service levels and supplier performance in projects, change, and tender processes. Advising IVT management on entering into new and continuing supplier relationships. Purchasing IVT services, including support, hardware, and software licenses. Upon renewal of contracts and licenses, investigating usage and necessity, and if desired, terminating or adjusting contracts and licenses. Budgeting for contracts and licenses, keeping track, and preparing for the coming years, and actively contributing to cost-saving objectives. Improving the procurement process together with the procurement department. Initiating and guiding IVT-related tender processes in close cooperation with the procurement organization.

• Service Level Management: Developing and monitoring Service Level agreements. The point of contact for all involved parties and handling deviations in fulfilling agreements. Reporting on achieved Service Levels to IVT management and its customers. Process Management: Coordinating the implementation, maintenance, execution, and structural improvement of IVT processes.

• During this period, also developing and setting up a chargeback model for two 'external' Inholland schools that use the full IVT infrastructure. The chargeback model provides a detailed calculation and substantiation of the costs that are charged. And concluding SLAs with these two external schools.