Dimitri Van Kets

Dimitri Van Kets CxO – Strategic Change Manager Lummen, Belgium • --• LinkedIn Executive summary Dimitri’s international C-level experience started very early at age 27. He has managed complex multi-million € organizations in operations, IT, business development, sales and marketing areas and can direct cross-functional teams to quickly boost profitability and efficiency. Recognized for both defining and executing strategies to achieve performance, growth and profitability, Dimitri shows remarkable efficiency in introducing strategic change, performance optimization, business unit management, introducing best practices, budgeting & forecasting and business development. He streamlines end-to-end processes with balanced, informed decisions and firm decisiveness. Dimitri values and inspires people and is a very approachable, open-minded people coach who leads by example and is recognized for building, training and guiding multi-cultural teams for achieving assigned targets and delivering best-in-class services to elevate customer satisfaction. As an articulate multi-lingual communicator and presenter, he cultivates collaborative partnerships with customers, interdepartmental teams, executive management and key stakeholders to realize strategic business goals. Dimitri is a critical thinker who can quickly analyze the way of working of a company, define improvements and implement changes himself. He does this very successfully by engaging in dialogue with employees on all organizational levels and (re)using their ideas, thus involving everyone and avoiding resistance to change! Skills General management Operational excellence Change management Cross-functional collaboration Organizational management KPI/SLA reporting Business growth Team/people coaching P&L management Strategy development M&A Hands-on leadership Professional Experience Executive Management Consultancy via XENUS BV - Founder & Owner05/2009 – Present Sales of mid/high-end audio via Audio Passion – www.audiopassion.be05/2009 – Present JOHNSON & JOHNSON – SAP Service Manager03/2023 - Present Optimize governance for SAP outsourcing project and improve offshore outsourcing partner performance. Program management for cloudification of SAP/JD Edwards servers and LaMa rollout. Significantly increased change requests delivery efficiency. WOLTERS KLUWER - Director Customer Service, Change Manager, MT member03/2019 – 12/2022 Led customer service team offering support services for accounting & ERP software to 14000 customers. Managed integration and streamlined processes of several acquired companies & business solutions. Centralized IT support and professional services on European level introducing automation, digitalization, standardizing way of working and sharing best practices/improvements. Implemented strategic vision on transforming software & services to digital cloud & online offering. Worked on M&A deals. Reorganized operations in 6 months’ time by defining new end-to-end processes and setting-up skill boost project. Improved interdepartmental collaboration and communications and end-to-end processes. Introduced best practice processes and automated KPI/SLA (BI) reporting. Vastly improved customer satisfaction (tNPS from -50 to +45!) and KPI’s (20% higher reachability and 40% faster case resolution). Reduced customer complaints from 140 to 15. Close collaboration with sales; improved sales process and boosted services upselling. Negotiated new IT Azure cloud service provider partnership saving 250k€. Promoted and coached 2 people to successfully move into management roles. SIBELCO - Global Program and Change Manager05/2017 – 02/2019 Convinced CIO during job interview to go for innovative outsourcing direction and implemented this approach for worldwide IT infrastructure outsourcing project. Managed Wipro (IT outsourcer) and all subcontractors to deliver and roll-out the new outsourcing processes. Followed up budget and planning, while leading cross-functional international teams Developed and led global IT outsourcing approach avoiding internal requirements definition and RFI/RFP process. Negotiated and signed a worldwide IT outsourcing project worth 107 million € (saving 21 million €) in under 1 year. Defined SD WAN strategy, negotiated contract and led implementation program. Coached existing IT management team. SYNERGICS (now Wortell)- COO & Business Development, MT member05/2015 – 04/2017 Managed operations team focusing on digital transformation and Microsoft O365 cloud offering for SME segment. Partnered with sales for business development and sales of proactive managed services. Maintained solid contacts with major partners (Microsoft) and followed up supplier performance. Managed several deals from offer to support. Won an award as Microsoft Rising Star 2016. Within 2 years, tripled net profit by generating new business and increasing revenue. GETRONICS – Director Managed Services & Operational Excellence, MT member 06/2013 – 04/2015 Led business unit of 280 people (P&L >45 million €) and managed cross-functional teams. Belgian MT member, reporting to COO of Aurelius venture capitalist, acted as a member of the international management team to define international digitalization, strategy, operational excellence and process improvement. Collaborated on several M&A deals with Aurelius management. Grew customer satisfaction and retention rate resulting in huge customer satisfaction rise (position 24 to 6) in Whitelane outsourcing study. Created and delivered training sessions for overall staff to augment overall productivity and effectiveness. Lowered internal costs by increasing efficiency and field interventions per day. Development, implementation and sales of new proactive managed services to yield a 20% reduction of incidents. Business development selling several deals based on this new service. Optimized supply chain & warehousing through strategic outsourcing with increased service levels and lower cost. SHURGARD – BU Director (Parental leave replacement)07/2012 – 11/2012 Managed the IT Systems & Services department. Led the definition and test of the IT disaster recovery plan as well as improved several SOX processes to pass SOX audit. Saved 30% on actual budget by outsourcing of data and voice services. BULL N.V. - Business Unit Manager Managed Services07/2011 – 07/2012 Responsible for managed services management, change management, program & project management. Worked on several public tenders. Restructured a loss-making major infrastructure outsourcing deal by redefining contract scope and reorganizing the onsite teams. Defined strategy for Bull to enter the private market (acted only in public market). PUNCH GRAPHIX INTERNATIONAL - VP Operations & IT, MT member05/2009 – 05/2011 Led global operations and IT team of 124 people in Europe, USA, and Asia. Defined strategy and (re)structured worldwide organization (direct & partner channel business). Grew service sales revenue with 8,5% to €26.3M Defined and implemented a major strategic change program that transformed and innovated global end-to-end business comprising service, IT, presales, sales, support, supply chain, warehousing, and logistics. Rolled out ERP/CRM solutions (SAP (at very low cost: 250 k€) and Salesforce) in 10 countries within 10 months. Saved 15% on total cost by implementing new voice and call center solution. Restructured warehousing and supply chain and negotiated new DHL contract with next business day delivery. Increased all service levels and customer satisfaction by unifying all customer-facing processes & IT tools. REALDOLMEN (NEC PHILIPS) - COO / IT Director, MT member04/2006 – 04/2009 Managed and reorganized operational dept of 110 people. Introduced new planning process streamlining customer visits. Boosted service contract sales. Coached my direct reports with group (MBTI) and personal training resulting in better team lead and internal collaboration. Managed integration of NEC Philips in RealDolmen. Optimized end-to-end processes and grew operational margin & service revenue with 1 million € to 10 million €. Quickly solved several open complaints avoiding financial compensation. Insourced training, gaining 60 k€ per year of training revenue. PROXIMUS - Senior strategy & sales manager, PMO Manager, change manager09/2000 – 03/2006 Sales/business development: launched several new products/services (e.g., IP security monitoring in parking lot, powerline) and sold them via direct & indirect channel. Founded IT Program Management Office (6 direct reports) in 2 months’ time. Successfully managed several strategic projects. Obtained top score in program to join TGR top managers group. Collaborated on M&A of Telindus. Set-up direct & indirect sales of new products and services Established new strategic partnerships with Intel, Microsoft, Philips & Flemish government. Implemented project management methodology for IT, network and carrier department, defined and rolled-out KPI & SLA reporting. Implemented MS Project ERP, trained all project leaders in 3 departments myself and developed integrated project planning, thus introducing overall planning & resource management. SIEMENS BUSINESS SERVICES (ATOS) - IT Director, MT member06/1999 – 08/2000 Setup call & helpdesk for 12000 end-users in 3 months’ time and managed call & help desk and ITSM process owners for the IT outsourcing project of the Flemish Government (24 people). Rolled-out the end-to-end (ITIL) ITSM processes, implemented a service tool (BMC Remedy). Coached and mentored 3 collaborators into their first team lead role. Set-up overall monthly KPI & service level tracking & reporting. Only BU Director to meet all outsourcing SLA’s (never paid a penalty). ALCATEL (NOKIA BELL) - Product Management & change/strategy director, Field Engineer11/1992 – 05/1999 At age 27, founded and managed change, process & strategy team (at C-level) for 11 countries while also leading international product management (hardware, applications and services). Implemented 3 international service desks reaching up to 98% calls remotely solved. Defined and introduced worldwide standardized installation, support & maintenance processes. Developed innovative All-In-One PBX from scratch to market introduction, saving 60% installation time. Automated upgrades/software corrections for the public telephone system that reduced upgrade time from 2 weeks to 1 day. Education & Certifications Master of Science Electronics/ICT University of Leuven Faculty of Engineering Technology - Groep T, Leuven, Belgium MBA Economics University Hasselt, Hasselt, Belgium Certification Transition & Change Manager Transition & Changement, Paris, 2011 Several management trainings: Leading people though changeAchieving results through people Change managementCoaching and motivating people Presentation & communication skillsCustomer satisfaction Top results in Proximus senior management development program Languages Dutch: Native speaker English: Excellent knowledge (TOEIC top 2%) French: Excellent knowledge German: Medium knowledge Hobbies Tennis, golf, motorcycling, listening to music