Jeroen Lemmens
Interim Manager
Experience
Interim Manager
Action
Head of IT (interim)
Van Doorne
- Improved team structure and managed all IT projects related to office relocation and AI integration.
Program Director (interim)
Facilicom Group
Steering a large-scale digital workplace transformation for 5,500 employees across six business units in the Netherlands and Belgium.
Driving the design and implementation of a unified digital workplace, significantly enhancing collaboration, productivity, and employee experience across the organization.
Director Operations (interim)
Reliable IT Services
- Successfully integrated the operational departments of Rely IT and Managed IT into a unified organization within six months, applying a ‘One Team, One Tool, One Location’ strategy that ensured seamless continuity and strong team alignment.
Manager IT Office Automation (interim)
Action
Member of the IT Technology Management Team, overseeing IT services for European headquarters and distribution centers across 11 countries.
Spearheaded the successful transformation and transition to a new IT workplace services supplier, improving efficiency and reducing operational costs.
Director Operations (interim)
Hallo
Directed day-to-day operations with a focus on scalability and sustainability for this rapidly growing MSP.
Built and implemented an operational organization to support long-term growth while optimizing service delivery and operational efficiency.
Director IT Utilities (interim)
Ahold Delhaize
Managed a global team of Service Delivery Managers for IT utilities, including Microsoft collaboration tools, enterprise mobility, videoconferencing, and IAM services.
Led the transition of the IT support organization from IBM to Tata Consultancy Services.
Director Operations B2B (interim)
Tele2 Nederland
Restructured Operations department to reduce costs, shorten lead times and elevate customer satisfaction, achieving a Net Promoter Score improvement from -21 to +28.
Directed the successful integration of Tele2 Zakelijk into T-Mobile’s B2B division, ensuring operational continuity and organizational alignment.
Director Operations (interim)
Ericsson
- Managed the Network Operations Centre (NOC) in Amsterdam (80 fte), successfully offshore transitioning operations to India ahead of schedule (7 months vs. planned 9 months).
Manager Network Operations Centre (interim)
Liberty Global
- Led the restructuring of the European NOC, integrating Ziggo’s local operations and optimizing processes to drive cost reductions and improve employee engagement.
Independent Consultant
Jeroen Lemmens Consultancy
Manager Customer Service Center Large Enterprise
KPN N.V.
Manager Operations Enterprise Service Center
KPN N.V.
Manager Service Management Center
KPN N.V.
Manager Service Delivery Benelux
BT Global Services
- Directed a team of 60 delivery managers across the BeNeLux, driving measurable improvements in service quality, operational efficiency, and cost control.
Manager Business Unit Customer Care
Accenture
- Managed a business unit within Accenture Outsourcing, scaling the team from 80 to 300 fte, resulting in a 300% revenue growth.
Manager Customer Service Wholesale Netherlands
Verizon Business
European Service Manager Wholesale
Verizon Business
Account Manager
Materialise
- Sales of rapid prototyping products and prototyping solutions for the Dutch market.
Industries Experience
See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.
Experienced in Telecommunication (18 years), Professional Services (13 years), Retail (2.5 years), Information Technology (1.5 years), and Manufacturing (1 year).
Business Areas Experience
The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.
Experienced in Operations (18 years), Customer Service (15 years), Information Technology (4 years), Project Management (2 years), and Sales (1 year).
Summary
Accomplished IT executive with 25+ years of experience driving business transformation, large-scale integrations and IT service excellence within global organizations. Recognized for delivering strategic impact while leading complex, multi-disciplinary teams across telecom, retail, manufacturing and technology sectors. Combines visionary leadership with hands-on execution to enhance profitability, efficiency and growth.
Core Strengths
- Global Leadership – Proven track record in building and leading (international) teams, managing enterprise-wide programs, and executing transformative initiatives.
- Strategic & Operational Excellence – Skilled in IT strategy, service delivery, change management, and customer-centric operations.
- Organizational Development – Expertise in creating high-performing organizations, fostering agility, continuous improvement, and innovation.
- Financial Acumen – Extensive experience in budget ownership, cost optimization, and delivering measurable business value.
Key Achievements
- International Leadership – Led major transformation and optimization programs at global enterprises (Accenture, Verizon, Liberty Global, Ericsson, KPN, Ahold Delhaize), delivering measurable improvements in efficiency, customer satisfaction, and financial performance.
- Transformation Leadership – Successfully executed cross-functional change programs, including IT service integrations, vendor transitions, and major infrastructure upgrades, consistently delivered ahead of schedule and under budget.
- Customer-Centric Optimization – Redefined service operations to boost customer experience, achieving higher NPS scores, stronger retention, and improved satisfaction across diverse markets.
- Cost & Process Excellence – Realized substantial cost savings and streamlined operations through process redesign and value-driven program delivery.
Skills
- Ms Office Suite
- Service Now
- Salesforce
- Topdesk
- Ai: Legora
- Field Hockey
- Skiing
- Industrial Design
- Cooking
Languages
Education
Delft University of Technology (TU Delft), Faculty of Design, Engineering & Production
Master of Science Industrial Design Engineering, Business Administration of Product Development · Industrial Design Engineering · Delft, Netherlands
Jeanne d’Arc College
VWO B (pre-university education) · Maastricht, Netherlands
Certifications & licenses
ITIL
PRINCE2
Profile
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