Dolf J.H. van der Haven

Koningin Wilhelminaweg 436, 3737 BH Groenekan, the Netherlands

dvdhaven@gmail.com   ·   +31 6 4011 7630

Professional Experience

Quality and Information Security Manager, 2017 – Present

Verizon Enterprise Solutions, Amsterdam

Responsible for the quality and information security programmes for EMEA Managed Service Operations.

· Headed up team to ensure compliance with ISO 9001/27001 standards

· Coordinated and executed various Lean Six Sigma Green/Black belt projects

· Agile Product Owner of Service Management Reporting platform

· Developed and managed Risk Management and Continual Service Improvement processes

· Responsible for Quality Management of a 600+ staff Managed Service Operations organisation

Manager Service Enhancements and Innovations, 2014-2017

Verizon Enterprise Solutions, Amsterdam

Responsible for the enhancement of services delivered by Verizon's Global Operations organisations.

· Set up and managed the ITIL Competence Centre, an off-shored and outsourced group of 50 people responsible for the administrative aspects of a number of ITSM processes.

· Headed several EMEA-wide service improvement projects: Agile development of Service Management Reporting platform; Operational readiness for Software-Defined services; Improvement of Engineering-Operations cooperation; Automation of Network Engineering processes.

· Participated in ITIL Best Practices Programme: definition of ITIL best practices and production of practical support materials to support Verizon's largest customer programmes.

· Led ITSM Maturity Assessments: developed a methodology to assess the largest EMEA service delivery programmes on their IT Service Management capability and maturity.

Associate Director Global Engineering Solutions, 2010 - 2014

Verizon Enterprise Solutions, Amsterdam

Led an organisation with up to 170 staff in EMEA focussing on network engineering for Verizon's managed and outsourced customers. Expertise within the organisation ranges from WAN and LAN to IP Telephony, Data Centre and DNS/DHCP/IP Address Management engineering.

· Headed international engineering team of over 170 engineers and ten managers.

· Functioned as the most senior representative of the Engineering function in EMEA to internal groups and to customers.

· Developed and enhanced business and ITSM processes, tools and methodologies.

· Set long-term efficiency strategy for the organisation.

· Introduced new Performance and Talent Management methodologies.

· Formed partnership with leading DNS, DHCP and IPAM vendor.

· Expanded team significantly in Eastern Europe, including outsourcing/offshoring activities  to BPO provider.

Manager Outsourced Customer Network Engineering, 2000 - 2010

Verizon Business, Amsterdam

Oversaw the EMEA network engineering function in major data network outsourcing projects for ABN AMRO, ING and Royal Bank of Scotland. Integrated transferred employees into the engineering organisation and structured it along the needs of the customers. Interfaced with the customers in strategic meetings related to overall architecture of the network and services.

· Established new department dealing with large customer outsourcing projects.

· Handled business management of large banking customers.

· Performed strategic consulting with customers' technical management.

· Developed and enhanced business processes.

· Conducted and improved change management.

· Introduced new system for individual performance management.

· Operational management of a large group of network engineers performing pre-sales design, post-sales implementation and ongoing life-cycle engineering for customer networks in EMEA. Continued involvement in engineering activities.

· Contributed to Product Development for Managed MPLS Network Services and CPE.

Network Design Engineer, 1999 - 2000

MCI WorldCom, Amsterdam

Design and implementation of managed customer networks. Consultancy for other departments. Development of automated CPE design tool.

Network and Systems Consultant, 1995 - 1999

IBM Global Services, Uithoorn

Several consultancy projects with major companies in the areas of network design and systems management.

Selected Projects:

· Philips Corporate IT - Networking Consultant/Team Leader

· ABN/AMRO - System manager IBM RS/6000

· Philips S&V/Lighting - Network Designer SAP

· Philips C&P/Origin - Network Management and DNS Specialist

Other Experience

Member ISO/IEC JTC1/SC40, 2015 - present

ISO - International Organization for Standardization

Representing Powerful Answers in the Dutch National Body NEN to (further) develop the following Standards:

· ISO/IEC 20000 Service Management

· ISO/IEC 30105 IT Enabled Services/Business Process Outsourcing

· ISO/IEC 38500 Governance of IT

Managing Director and Co-founder, 2015 - present

Powerful Answers, Anevo (BG) / Groenekan (NL) / Prague (CZ)

Co-founder and Co-owner of an international Service Management Consultancy focussing on the Bulgarian, Dutch and Czech markets.

· Service Management Consultancy, Process Design, Service Enhancements and functional support.

Owner and Coach/Counsellor, 2005 - 2016

Integral Coaching and Counselling Van der Haven, Groenekan

Conducted individual psychotherapeutic sessions with people dealing with various psychological issues, such as panic-attacks, dealing with illness and work-related issues.

Chairman and Treasurer of the Dutch Association of Counsellors (Nederlandse Vereniging van Counselers, NVVC) 2009-2017

Publications

· Articles on psychotherapy for the Dutch Association of NLP (NVNLP) and ICFAI University Press (India).

· Book “De Helende Olifant/The Healing Elephant” on Integral Counselling and Coaching.

· Book “The Human Face of Management” on Integral approaches to People Management.

· Articles for itSMF International Magazine on Service Management.

 Education & Training

M.Sc. Geophysics (1995) – Utrecht University

Professional Certifications:

Lean Six Sigma Black Belt (2018)

ISO 9001 QMS Lead Implementer (2018)

VeriSM Foundation (2018)

ISO/IEC 27001 ISMS Lead Implementer (2017)

PMI-ACP Agile Certified Practitioner (2016)

COBIT5 Foundation (2016)

Master in IT Service Management based on ISO/IEC 20000 (2015)

Certified Outsourcing Specialist (2015)

ITIL 2011 Expert (2014)

PRINCE2 Practitioner (2012)

Neuro-Linguistic Programming Counselling (2005)

Neuro-Linguistic Programming Master Practitioner (2003)

Cisco Certified Network Professional (CCNP, 2001)

Advanced Technical Expert AIX (ATE, 1999)

Languages:

Dutch (native), English (fluent), Portuguese (good), French (good), German (medium), Russian (medium), Indonesian (medium), Persian (medium), Bulgarian (basic), Surinamese (basic), Latin (passive)