ICT Operations Manager, Service Manager Software Development manager and Delivery Manager Specialties: ITIL, Prince-2, Scrum, Oracle, SQL Server, MCSA (NT4), Business Intelligence

SR Delivery Manager @ • Responsible for application support and development in Amsterdam and Emmeloord. • Responsible for setup and transition of de support organisation with regards to the introduction of SAP. • As product owner responsible for a number of projects regarding improvement of IT processes in order to improve these processes in anticipation to the SAP transition. • Managing 13 employees. Key projects: • Project Responsible for redeveloping of a Mobile App to support the purchase process of the organisation. Due to the short lead time (4 months) a very tight schedule was necessary. Final result is delivered within budget and time. • Coordinating the selection of an Ecommerce solution based on Hybris. • Enabling a Proof of Concept for interfacing with the “Global Logistics Network” regarding the exchange of transport management and customs messaging. • Recalibrating of the disaster recovery / Roleswap plan with regards to the changed hardware and software configuration.. • Responsible for the worldwide implementation of Office-365 within the Koopman organisation. • Project Responsible for the implementation of Single Sign On(SSO) with Federation Services based on Microsoft Identity and Access Management software. • For a subsidiary in the Fashion Retail branch, implementation of the PriCat EDI message From March 2015 to Present (10 months) Amsterdam Area, NetherlandsProject Manager IT Projects @ • Responsible for the application development and implementation of the complete range of Business Software for Pearle Benelux bv • Member of the IT Steering Committee, and chairman of the Change Advisory Board. • Responsible for the annual IT Budget of Pearle Benelux. • Managing 7 employees. • Project Responsible for all IT software projects, supported by the Project Management Office of Pearle Benelux. • Responsible for service level management with the Business. Key projects: • Structure, design and commissioning of a DTAP environment for business applications. • Helping the Business with identifying and documenting of the business processes. Resulting in an integrated test plan for UAT testing. • Project Responsible for the implementation and establishment of a CDM-based Enterprise Service Bus using the Sonic and Actional software • Implementation System and process monitoring with Zabbix, including interconnection with CMDB, and call recording system. • Designing and implementing a cross channel sales process based on a web shop (Intershop) and electronic agenda with realtime interfaces to the ERP system. • Project responsible for a CRM implementation based on Selligent • Technical Project manager for an integrated PIN (EFT) interface based on the UPI protocol. • Team lead Reporting stream in the transition to a single instance SAP environment based on SAP BW and SAP HANA and interfaced via the SAP Service Bus (SAP PI). • Setup of roadmap for transition scenarios Baseline Software • Project manager of development and implementation of a cross dock warehouse process with the use of a ESB for the delivery of the scan messages in multiple business systems. • Program Manager for Baseline software implementation for the entire Business Application environment (Stores, Central Warehouse, and HQ) • For the Italian based Operating Company Avanzi assisting in the setup of an Incident- and Change management process. From August 2010 to Present (5 years 5 months) Manager Operations @ • Responsible for operations: software development, customer support, training & education, consultancy & after-sales. • Escalation Manager. • Responsible for realising the client service levels and co-location service levels. • Sales responsibility for software modules and additional DMS software user licences. • Profit responsibility for hardware sales and DMS backoffice modules sales: workshop on-line, dealer websites and used car search engines. • Managing 12 employees, directing 3 freelance specialists. • Responsible for service level management regarding user groups, importers and dealer groups. • Contract responsibility towards external data providers. • Shared responsibility for software development and innovations as member of the Product Marketing Team. Key projects: • Setup of an ITIL based Customer Support department. • Implementing a new helpdesk and call recording system offering call status access to clients, using CTI. • Implementing a BI module in the DMS software based on QlikView, and setup of an service department regarding BI customer support. • ERP implementation (AFAS project management system) for the back office departments. • Responsible for the development of a CMS based Showroom Portal for used car sales. • Implementing a job appraisal and performance review cycle for the Development and Customer Support departments. • Certification and homologation services regarding car manufacturer and car importer interfaces with the DMS software. From May 2006 to March 2010 (3 years 11 months) Manager Systems & Services @ • Responsible for setting up the department Systems & Services - a merger of the departments ICT, Logistics, Finance, Invoice Processing, Business Analysis and Operations Office - in order to streamline the back office process of the organisation and develop integrated services. • Directly supervising 4 department managers. • Drawing up the information policy and setting its decision criteria. • Establishing the standards for system use and systems administration. • Offering support to store managers in terms of in-house logistics and stock management. • Preparing, monitoring and implementing the annual ICT budget. • MT member, authorised signatory and deputy chairman of the Franchise Board. Key projects: • Selection ERP system: Project responsibility for selecting a new central ERP system (Navision/MS Dynamics). • Centralised inventory management: Centralising the inventory management function for ‘catalogue products’ (80% of turnover) at the head office. Implementing a system for calculating order levels based on forecast sales (demand forecast model). • Project management of a successful EFT-certification project. • Adding electronic saving functionality on an existing customer card (goldcard), subsequently extended with a link to a loyalty system. • CMS: Responsible for selecting, implementing and setting up a company-wide content management system. • Large accounts: Developing the strategy and business case in order to serve larger, nationwide building companies. • Outsourcing IT support: Switching to an ITIL-based business model and outsourcing the technical and infrastructural systems administration. Setting up a central help desk for all ICT incidents. • Data warehouse: Setting up a data warehouse in order to access data from three information systems. Data were made available to the users through so-called Business Intelligence products. The Business Analysis department was set up in order to provide the cubes and reports. From October 1996 to April 2006 (9 years 7 months) IT Manager @ • Operational responsibility for the accounting and logistics systems, office automation and infrastructure. • Supervising 3 system/network managers and 2 application managers. • Responsible for the operational systems management. • Responsible for the set up and management of a Wide Area Network. • Responsible for the procurement of hardware and software. • Quality control and operational guidance. Key projects: • Integration various hardware platforms: The acquisition of several IT companies resulted in a multitude of infrastructures. The project successfully linked these infrastructures and developed interfaces between the various platforms. • Building WAN: Building and implementing a WAN based on frame relay connecting all European branches. • Disaster Recovery: Developing and implementing a disaster recovery plan for the branches, as well as contingency scenarios for the head offices in each country. • Sales Information System: Selecting and implementing a sales management system (CRM) for the sales divisions. From May 1992 to May 1996 (4 years 1 month) Automatiseringscoördinator @ • Responsible for setting up and managing the office automation systems based on LAN and so-called Diskless workstations. • Implementing this concept at five subsidiaries of the Repko Group. From July 1988 to April 1992 (3 years 10 months) Applicatiebeheerder @ • Responsible for managing the ERP application and office automation. • Responsible for implementing an advanced inventory management system. From July 1987 to June 1988 (1 year)

Hogeschool voor Economische Studies Rotterdam (HES) From 1983 to 1987 Courses and training programs Emile Smaalen is skilled in: Business Intelligence, ITIL, SOA, Software Development, ERP, Project Management, E-commerce, Business Process, Change Management, IT Management, Integration, Oracle, IT Service Management, Scrum, Microsoft SQL Server