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Robbert Jonkheer

@robbertjonkheer

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I lead enterprise ITSM transformations, governance, and scalable service operating models.

Netherlands

Message

I've led enterprise IT service management transformation work at ANWB and The HEINEKEN Company, designing scalable service portfolios, ITIL processes, and operating models for complex global environments.

At ANWB, I led an eight-person DORA compliance transformation program, delivering new IT processes, contracts, and security controls while owning budget, timelines, governance, and alignment across operations, compliance, and IT leadership.

At HEINEKEN, I delivered global service management initiatives reaching 5,000+ users across 60+ operating companies, including regional service desks, a ServiceNow CMDB, Jira-ServiceNow integration, and global service transition governance.

I bring 20+ years of experience turning distributed IT landscapes into clear, governed services through ITIL process design, service ownership, stakeholder alignment, and sustainable adoption.

Experience

Work history, roles, and key accomplishments

Information Technology Project Manager

ANWB

Sep 2024 - Oct 2025 (1 year 1 month)

Led a multi-FTE transformation program focused on DORA compliance, designing and implementing new IT processes, contracts, and security controls. Reported directly to the Management Team and owned budget and timelines.

DORA Process Design IT Security Controls Governance Stakeholder Management ITSM Budget Management

IT Process Lead

ANWB

Apr 2023 - Mar 2024 (11 months)

Led the IT Process community, responsible for design, improvement, and governance of ITIL processes. Implemented new and updated processes in ITSM tooling, including SLA management, and coordinated Change Advisory Boards.

ITIL Process Design Governance ITSM SLA Management Change Advisory Board Stakeholder Training Quality Review

Agile IT Project Manager

The HEINEKEN Company

Jun 2018 - Jun 2021 (3 years)

Led multiple global service management transformation projects in an Agile/Scrum context with Prince2 governance. Implemented IT Regional Service Desks and a global CMDB in ServiceNow, managing integrations and ecosystem.

Agile Scrum PRINCE2 ServiceNow CMDB Jira Integration GSD (Global Service Desk)Project Management

Global IT Service Transition Manager

The HEINEKEN Company

Apr 2017 - Jun 2018 (1 year 2 months)

Owned the global service transition process, ensuring quality assurance during project-to-operations handover. Defined acceptance criteria, trained project managers, and reported KPIs to management.

Service Transition Quality Assurance KPI Reporting Training Governance ERP Operations Readiness

Global Head of ITSM Process Management

The HEINEKEN Company

Sep 2014 - Jun 2017 (2 years 9 months)

Responsible for designing multiple global ITIL processes, including Incident, Problem, and Configuration Management. Chaired the IT Service Management Design Reference Group and ensured global standards compliance.

ITIL Process Design Governance Stakeholder Management Service Transition Performance Management Business IT Alignment

Global IT Service Manager, Application Support

The HEINEKEN Company

Mar 2013 - Aug 2014 (1 year 5 months)

Coordinated application support delivery based on SLAs and KPIs, managed budget, and oversaw outsourced suppliers in India and Germany. Managed critical applications including Heicore (ERP), SharePoint, and Marval.

SLA KPIs Budget Management Vendor Management Release Coordination Service Transition ERP SharePoint Marval

Global IT Service Coordinator, Marval/ITSM

The HEINEKEN Company

Mar 2011 - Mar 2013 (2 years)

Coordinated Heineken's ITSM tooling (Marval) deployment to 5000+ users across 60+ operating companies. Managed suppliers and customers, chaired Change Advisory Boards, and coordinated monthly release processes.

ITSM Marval Service Level Management Supplier Management Change Advisory Board Release Management Customer Satisfaction

Global IT Operations Support

The HEINEKEN Company

Feb 2008 - Feb 2011 (3 years)

Managed lifecycle of ITIL requests and tracked SLA compliance. Served as single point of contact for Major Incidents and provided stakeholder guidance on ITIL processes.

ITIL SLA Compliance Incident Management Stakeholder Guidance Knowledge transfer