I am Thierry-J VINCENT and


Domain of Expertise

Passionate ​about helping ​clients ​solve problems and improve ​processes​.
People oriented manager with a ​strategic​ and ​creative mind​, most efficient in​ development and
support​ environments. Implementing ​new approaches ​and ​technologies ​while at the same time
leveraging existing ​good practices (ITIL) ​and ​methodologies (Lean Six Sigma)​.
Proven track record in addressing challenges through a ​pragmatic ​and inclusive approach; listening to
clients’ needs before formulating a ​shared vision​ and fostering ​collaborative teamwork​.

Process Improvement

Definition and delivery of improvement project/program. “As is” analysis, gap analysis, design new process, business case study and implementation of new processes.

Projet / Program Management

Management of portfolio and/or large projects

IT Operations

➔ IT Operational leadership of Incident, problem management and Request fulfillment within large organisation (up to 15 000 users).
➔ Negotiating Service Level Agreement (SLA) and translating internal customer needs into request for proposal. Follow Up contracts (OLA and SLA)..

People management

Small & large teams (up to 70 members) on various situations: multiple locations (worldwide); transversal teams (process management up to several hundreds people) and volunteers (> 100



25 years in IT service management
more details ...


➔ Business Management Program Vlerick Management School (in Dutch), Leuven, 03 - 04.
➔ IT Analyst - developer Bull SA & FOREM, Brussels, 87 - 88.
➔ Master in Physics Université catholique de Louvain, Louvain-la-Neuve, 81 - 87.

IT Skills

➔ PC Soft : Windev, Webdev (certified AlPhorm) , windev mobile
➔ JAVA (certified by Solo Learn)
➔ SQL Oracle
➔ VBA (Word, Excell).
➔ Office automation (MS Office, MS Project, Libreoffice, G Suite) 


➔ ITIL: Certified APMG ITIL foundation v3
➔ LEAN: Certified LSSB Green belt Lean Six Sigma 
➔ Prince2, V-Model, SCRUM (Certified)
➔ UML: Certified Edx KULeuven & openclassroom 


➔ French: *****
➔ English: ****
➔ Dutch: *** 

Personal Details

➔ Tel: +32 495 19 73 63


➔ Belge, né le 3 avril 61.
➔ 10 ans de coaching et d’arbitrage en hockey
(de 4 à 16 ans) 


2018 - 18 : Ores
IT Service Management​, Incident, Change, Service Level, Service Catalog. (ITIL)

With in the ATRIAS program (setup of an clearinghouse for energy market in Belgium) I designed and implemented the following IT service management processes: Incident, Request fulfillment and Change management. I defined the new operating model for Service Management. 
2015 - 17 : FNRS
Directeur Administratif​, Operations, IT and HR Management. (ITIL)  

In a complex organisation with 10 subsidiaries. COO, HR director and CIO. Setup new payroll system, Setup of monthly business KPI, Improved staff evaluation process, new optimised sourcing strategy, build a new wage forecast model (30 year), I controlled budget (audited and approved by FWB without any remark). I setup the public market management process and a new recruitment process . 
2013 - 15 : Royal Orée THB
Directeur opérationel, ​ Operations, Sales, HR, IT. 

In a context of a deep financial crisis. I managed the invoicing / collection / dunning ( turnover 1.5 M€), payroll (more than 100 persons). I realize a cash flow analysis and negotiate bridge credit with banks, I reassured the sponsors (keeping existing sponsor and won a new) , I reduce the short-term receivables (3 % of turnover), I realise a “Voice of the customer” analysis to prepare the new Club offer.
2012 - 13 : ING
IT Senior Project Manager​, Infrastructure Lifecycle management (Prince2).

Migration of hundreds of servers (solaris 8-10) and Oracle (10-11) and applications running on them. I Managed relationship with offshore project team et business project managers I faced lot of issues due to old undocumented mainframe applications and delivered (nearly) on time.

2011 - 12 : AXA 
IT Senior Project Manager​, Portfolio infrastructure project mgt. (ITIL) 

Making business study for a cloud platform, pragmatic approach aligned with customer needs and operation management. The proposed program (2 M€) (60 projects) was approved by CIO. Among those projects, I delivered a new shared application monitoring platform.

2010 - 11 : Bpost
IT Process Owner​, Problem Management (ITIL, BPMN)

As is & to be study process published on wiki (Intranet); Implementing the new process; weekly problem steering meeting (Application management director and his direct reports); KPI published and analysed; Tools adapted.

2007 - 08 : Euroclear
IT Senior Project Manager​, Portfolio infrastructure project mgt (V-Model)

Management of a team of 46 persons delivering first line Support for all IT services in Euroclear (4 500 users) and the second and the third level of support for the workplace infrastructure (clients et serveurs).
➔ more than 40 % of productivity improvement;
➔ Quality improvement (satisfaction survey);
➔ Merging Bruxelles - Paris - London helpdesk, tools & processes;
➔ Lean Transformation.

2007 - 08 (Euroclear - contractor): Service Acceptance Manager
Portfolio of infrastructure project management; 

In 2008, Euroclear had fear of the impact of the pandemic influenza. In order to mitigate the risk and reduce the insurance fee, I setup a Remote Access System. The infrastructure was delivered on time and on scope and with a budget smaller than the forecasted despite union issue, security problems and the replacement of the main sponsor 
2006 - 07 : Sibelga
Senior IT Manager​, IT Governance (ITIL, Cobit)

IT Governance; Coaching & supporting new management team in implementing ITIL / Cobit
2004 - 06 : Electrabel
Security Project Manager​, Implementation of new retail platform

Implementation of new retail platform; User management process - definition and implementation of authentication procedure/process and user profile.
2001 - 04 : Electrabel
IT Senior Manager​, Service desk, Incident & Problem Management (ITIL)

I implemented (ITIL) Incident management . I merged all helpdesks (Brussels, Antwerpen, Tihange) and aligned tools, processes (including second and third line support. As results reduced costs and a drastic quality improvement (customer satisfaction inquiry & KPI).
2000 - 01 : Creasoft
Customer Care Manager​, Customer Support Manager
1998 - 00 : Bull
IT Manager​, Service desk manager (ITIL), pre-sales, IT operations for customer
1997 - 98 : Paperless
Business Development Mgr.​, Business plan & creation of Paperless (Canon)
1993 - 97 : EU
IT Business Analyst​, Project coordination, app. prototyping, 3​th​ level support
1991 - 93 : Performatic
System Engineer​, pre-sales, OCR app. development, 3​th​ level support
1989 - 91 Bull
DB Analyst​, Set up & manage a new Information Service Centre .