Wim Ottoy

As a freelance IT Project Manager, I’m currently leading the rollout of a new business application at DEKRA Automotive Expertise. The project is nearing MVP delivery — with final testing, configuration, UAT, and data migration all in play.

My focus: bringing strategic clarity, operational momentum, and regaining user confidence. With executive support, I’m guiding the team toward a successful launch that finally delivers on long-awaited expectations.

Revitalized Company Operations: Led the company through workforce challenges, stabilizing operations and restoring efficiency.

Strategic IT Focus: Designed and implemented an ICT strategy aligned with company goals and growth. Analyzed IT priorities, identifying investment opportunities for future development.

Vision & Mission Development: Partnered with executives to redefine the company's vision in response to industry changes.

Revenue Innovation: Developed creative strategies to diversify revenue streams while protecting customer trust.

Actionable Planning: Created short-term targets contributing to long-term goals, including:

Coaching & Workforce Development: Supported diverse teams with tailored coaching to achieve objectives effectively.

Multidisciplinary Teams: Directed teams focusing on operations, software development, data management, and external applications.

Cloud Integration: Migrated databases to a cloud-based warehouse system with cost-effective solutions.

System Integration: Integrated internal and external systems into a robust cloud ecosystem.

Change Management: Led inclusive change management, ensuring smooth transitions and comprehensive reviews.

Applied multidisciplinary expertise to resolve complex challenges and align innovation with practicality. Delivered transparent reporting and fostered trust during critical transitions.

Unified Operations: Integrated work systems across 82 contact centers, streamlining operations and improving efficiency. Merged in-house and external software (e.g., ServiceNow, Salesforce) via APIs and JSON for seamless integration. Standardized workflows and secured buy-in from key stakeholders to implement centralized solutions.

Leadership in Agile Environments: Directed development of internal software, managing 30+ teams for agile project delivery. Defined requirements, coordinated sprints, and monitored progress with scrum masters. Safeguarded IT infrastructure with robust security measures throughout development.

Customer Centricity: Redesigned customer journeys to prioritize simplicity and personalization. Developed a unified customer profile system for tailored offers and comprehensive history tracking.

Improved operations for 2,000+ employees and service for 3+ million clients. Focused on data analytics, workflow redesign, customer experience, and financial stability. Achieved full digital transformation with agile principles. Minimum Viable Product (MVP) and Roadmap: Defined core processes with cross-functional teams, facilitating data exchanges with ServiceNow/Salesforce. Assigned tasks to teams based on expertise, and conducted extensive testing. Streamlined agent training for seamless software deployment.

My Impact on Proximus: Standardized operations and improved business intelligence with integrated tools. Enhanced efficiency added personalized sales offers and streamlined processes. Secured an €8M budget to drive changes and communicate benefits to agents.