Cases Heineken International, Manager Service Control HGW
Heineken International, Manager Service Control HGW PDF Print E-mail
Written by Sander de Bruijn   

HeinekenService Control Heineken Global Workplace

(mar 2008 – oct 2008)

Customer: Interteam
Client: Heineken International
Branch: Food & Beverages

Department: Corporate IT, Office & Connectivity Services

Role: Manager Service Control HGW

Context

Heineken Global Workplace (HGW) will be the global desktop concept for Heineken worldwide, with 27.000 workstations in some 30 operating companies around the globe. It replaces the current desktop infrastructure with large local differences in technology, architecture, quality and security. Heineken Global Workplace will be the foundation for the delivery of shared services such as common systems, centralized hosting and a centrally managed workplace environment. Building, maintaining and operating Heineken Global Workplace is outsourced to a third party.

Used skills & tools

International experience, Line management, Central governance, transformation management, service management

Short description

Responsible for the team HGW Service Control (6 FTE) which co-ordinates delivered services of the third party to the Heineken community. The main areas of attention are Global Service Desk, Desktop Services, Back office Services, LAN, Managed Printing and Managed Mobility. Responsible for driving the third party on  the contractually agreed services, as arrange newly to be delivered services.

Background

Heineken International Central IT delivers common IT infrastructure and services to all operating companies of Heineken worldwide. Central IT consists of three departments, reporting to the CIO: IT architecture & policy, common systems solutions and central IT operations services (CITOS). Central IT operations services provides maintenance and support for common infrastructure and services in accordance with the prevailing service level agreements (SLAs). Non-core activities are outsourced to trusted partners in order to increase the quality of the services and decrease the cost. Central IT operations services therefore manages the IT operations rather than executing them.
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