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Intentia/Lawson Software

May 2003 - Nov 2008
In May 2003 I moved into the internal IT department within Intentia. Intentia and Lawson Software merged in 2006.


  • European IT infrastructure and service delivery - 44 offices, 16 countries, 1300 users
  • 10 direct reports – hiring, appraisals, coaching, mentoring, training/development,  goal & objective setting
  • Escalation point for SLA breaches, complaints, major incidents and problems
  • Stakeholder relationship management
  • Performance management - performance improvement/service transition
  • IT governance - SOX, IT security, IT policies, software licensing and all European IT legislation
  • Budget management - £2+ million – projects, operational, capex
  • 3rd party vendors – management, negotiations, performance and costs 
  • Project management – all IT projects in Europe
  • ITIL champion - process improvements, service catalogue, service level management (SLAs, SLRs etc)
  • Core ITIL implementation team - Service Desk, Configuration, Change and Release Management
  • ITIL Configuration Manager


  • Managed a transition phase after a major restructure in IT in Europe
    • Created a new team, service design, introduced new job roles, job descriptions, salary bands
    • Ensured that service levels didn’t drop in proportion to the job losses
    • Met massive budget cuts for the financial year
  • Managed the replacement of DHCP/DNS/File/Print servers in 15 server rooms across Europe

  • Managed the move to a centralised service delivery of infrastructure in Europe via data centres in Sweden, Philippines and US

  • Managed server moves, decommissioning and centralisation removing duplicate/redundant servers from offices in Belgium, Switzerland and UK – savings of 150 K USD annually

  • Managed the IT infrastructure required for the opening of new offices in Netherlands and Switzerland – telecoms, networking, servers etc

  • Managed the IT infrastructure centralisation and decommissioning due to office closures in Netherlands, Germany, Sweden, Denmark and Portugal

  • Managed the IT infrastructure relocation due to office merges in UK

  • Managed a global annual programme of replacing one third of the company's PCs each year – from model testing and selection, through procurement, rollout and disposal

  • Managed global software upgrades & replacement – Windows, MS Office & Lotus Notes, migration from Symantec to McAfee anti-virus, rollout of VPN

  • Project managed the European Active Directory/Domain migration from two domains to one common domain after the merger
  • Managed the move to a centralised service desk support services
  • Established third party agreements and contracts to provide repair and maintenance to IT infrastructure
  • Created,  published and managed ITIL aligned Service Level Agreements for offices in Europe
  • Created, published and managed IT policies and procedures for offices in Europe
  • Reviewed, renegotiated and managed global mobile phone contracts
    • Negotiated new contracts for UK, Sweden and Denmark - annual cost savings estimated at 450K USD
    • Managed negotiations of new mobile phone tariffs for Spain, France & Australia - annual cost savings estimated at 100K USD
  • Created global mobile device user policies & guidelines - reduced mobile costs by changing user behaviour
  • FAST Corporate Member - Silver Level
Martin Hetherington,
10 Sep 2011, 05:26