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Robeco Group ICT, Service Manager |
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Written by Sander de Bruijn
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 Setup of Service Management
(nov 2007 – mar 2008)
Customer: Interteam
Client: Robeco Group ICT
Branch: Financial Services, Banking
Department: Service & Account Management
Role: Service Manager
Context
The department Account & Service Management is a relatively young department and has the challenge to formalize the agreements with its customers and the internal organization (OLAs). Robeco Group ICT stands at the beginning of outsourcing its delivery organisation during 2008 and needs to prepare the organization.
Used skills & tools
Outsourcing, Transformation Management, Process Design en Implementation, Service Management, ITIL
Short description
Responsible for the customers Robeco Direct and Rabobank Private Banking. Also responsible for specific areas of attention (Incident-, Problem-, Change- and Configuration Management) within Group ICT. Responsible within the service management team for the areas of SLAs, Service catalogue and service level reports.
Heavily involved in the preparation of Group ICTs ITIL processes for its future outsourcing partner.
Background
Robeco has its IT activities within Robeco Group ICT. To further professionalize its IT delivery, service management plays an important role. SLAs need to be signed with all BUs within Robeco, as the preparation needs to be done for the future outsourcing of the delivery organization.
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Robeco Group ICT, Service Manager