The challenge
Service processes needed alignment across countries and businesses during a wider transition from more than 350 legacy IT systems toward four aligned platforms. Capacity, attrition and offshoring questions ran alongside the process work. The assignment addressed service-process consistency across EMEA and Latin America within that transformation context.
The contribution
Jeroen supported the international service-process transformation as CI Leader for EMEA and Latin America. He worked on process standardisation within the platform transition and contributed to related capacity, attrition and offshoring initiatives. The contribution connected operating processes with the broader organisational and systems changes.
The documented result
The work supported more uniform service processes and the movement toward four aligned platforms. The platform consolidation was a wider transformation. This case describes Jeroen’s improvement contribution without assigning sole delivery responsibility for the entire systems migration.
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