KPN N.V., Telecom, [February 2010–March 2011]
Roles: (Infrastructure) Project Manager/(Infrastructure), Consultant
Short project description: KPN had designed a new services delivery model (Pacific contract) for their approx. 1600 business application ESB/SOA services infrastructure to ensure enhanced quality and performance for their end customers. This involved a proper described and demarcated services model where Accenture and Tech Mahindra operated on an off-shore bases where demand/functional management remained onshore. It also required optimization and redesign of the several ITIL SM processes like performance and capacity management, including business services monitoring and SLA/OLA reporting. At the same time application services consolidation and standardization where crucial to reduce maintenance cost and improve engineering quality.
Objectives: BAM/BPM Business Process improvement (specifically BAM/BPM, capacity & performance management), improve monitoring, improve managed Services delivery process and lower maintenance cost, manage business & IT projects within KPN.
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