IAOP - EOS16 Meet The Speakers


MEET THE SPEAKERS

Debi Hamill CEO, IAOP Monday, 7 November \| 8:45 – 9:00 Welcome to EOS16 Hamill oversees the entire scope of IAOP’s global operations, driving the association’s mission as the leading, standard setting organisation and industry advocate. Her esteemed leadership and steadfast focus on building innovative programs and member services has helped grow IAOP to120,000 members and affiliates worldwide. Known for her relationship development acumen, she regularly represents IAOP at industry events and is active in multiple industry organisations.	Henrik Søndermark Senior Vice President, Head of Continental Europe, HCL Monday, 7 November \| 9:00 – 9:15 Opening Remarks Henrik Søndermark is a Senior Vice President at HCL Technologies. His focus is on leading the HCL business in the Continental Europe. Søndermark joined HCL Technologies in October 2014. Before joining HCL Technologies, he was a Vice President with CSC, where he was responsible for the largest outsourcing engagements.	Guy Clapperton Managing Editor, Professional Outsourcing Magazine Tuesday, 8 November \| 9:00 – 9:15 Opening Remarks Guy Clapperton is editor of Professional Outsourcing Magazine and an author of several books. He has been a journalist since 1989, and you may have seen him in the Guardian, New Statesman and on the BBC. He has spoken professionally or moderated conference events in 16 countries spanning four continents and is an experienced media trainer	Yves Bernaert Senior Managing Director, Accenture Technology, Europe, Africa, Middle East and Latin America Tuesday, 8 November \| 9:15 – 10:15 Strategic Sourcing: What’s the Future? Yves Bernaert is responsible for advancing Accenture's integrated technology strategy, overseeing the Global Delivery Network in EALA and driving growth across technology, in particular in application services. Yves is a member of Accenture’s Global Leadership Council, Technology Leadership team and Gallia Leadership team. Yves joined Accenture in 1993 and became a senior managing director in 2015.



Peter Ankerstjerne, aCOP CMO, Head of Group Marketing, ISS Monday, 7 November \| 14:30 – 15:20 The Nordic Perspective on the Demand of New Technologies, New Business Models and Automation Tuesday, 8 November \| 10:15 – 11:15 The ISS 2020 Vision – The Future of Service Peter Ankerstjerne has been Head of Group Marketing and Vice President of ISS A/S since 2007 and also served as its Group Marketing Director. Mr. Ankerstjerne served as Head of IFS Development at ISS Group. He served as Commercial Director of ISS Damage Control. He served as VP Sales Development at ISS Group and also served as its Business Development Manager. He served as Head of Marketing and as Marketing Manager at ISS Denmark. He holds an MBA and Diploma in Marketing Management (HD-A), both from Copenhagen Business School and an AP degree in International Marketing Management from Niels Brock Copenhagen Business Academy.	Wiktor Doktor CEO, Pro Progressio Monday, 7 November \| 15:30 – 16:20 Human Capital Component: Working with Y & K Generations Tuesday, 8 November \| 16:30 – 17:30 European Regulations Panel Wiktor Doktór is the Outsourcing Industry Expert specialized in a wide range of outsourcing activities, including BPO, R&D, ITO, Call and Contact Centre, Sales Force Outsourcing as well as in the subject of nearshoring and offshoring. He is the CEO of Pro Progressio, which is the consulting and advisory organisation in the area of modern business services. Wiktor is one of the top outsourcing personalities in Poland, many times awarded for his work focused on the development and growth of the outsourcing industry.	Katie Gove Managing Director, Trellis Monday, 7 November \| 14:30 – 15:20 The Nordic Perspective on the Demand of New Technologies, New Business Models and Automation Katie Gove has more than 25 years experience in consulting and management with a focus on strategy, innovation and change, primarily in outsourcing, offshoring, knowledge management and technology. Her professional raison d'être is focused firmly on improving outcomes in outsourcing and offshoring by helping companies to focus on value, improving internal and shared processes to support better outcomes and building outsourcing strategies that are directly connected to business strategies.	Sijmen P. Vrolijk, COP Senior Consultant, Quint Wellington Redwood Monday, 7 November \| 11:50 – 12:40 Is CSR Relevant in Outsourcing? A Global Research Study Discussed Sijmen Vrolijk is a managing consultant with sourcing and governance expertise at Quint. Sijmen is the capability lead for sustainable sourcing where he seeks to incorporate sustainability into sourcing initiatives and governance organizations. During his career, he has worked on the educational, vendor and now advisory side of Business Process & IT Outsourcing and Governance.



Vishal Khanna, COP, COP-BD, COP-GOV Vice President, QuintilesIMS Monday, 7 November \| 11:50 – 12:40 Smartsourcing and Captives – Where to Go? Vishal heads the Commercial Outsourcing services business globally for QuintilesIMS. Vishal has been in the outsourcing services business for over 24 years and was involved with the setup of the initial captives in India (92-94). He has expertise in managing large-scale outsourcing programs and in setting up shared service centers for customers. He has worked in a range of industry segments allowing him to bring the best of all worlds (from Telecommunications, Manufacturing, Logistics & Pharma) to his clients. He has worked with outsourcing players and has setup large offshore delivery centers for customers.	Jan Erik Aase, COP Research Director, ISG Monday, 7 November \| 10:15 – 11:15 State of the Industry: Europe Jan Erik heads the AccessISG and DynamicRFI programs within the Research division of ISG. He and his team are accountable for the ongoing research, tutorials, client inquiries and provider portal functionalities for ISG’s enterprise clients. Prior to joining ISG, Jan Erik spent a combined 28 years in various leadership roles at both American Express and Ameriprise Financial. Most recently he worked as an industry analyst at Forrester Research Inc. and as a Client Advocate at Infosys.	John Hindle Managing Director, Knowledge Capital Partners and Chair of the Concepts and Nomenclature Committee for Digital Services Automation Monday, 7 November \| 11:50 – 12:40 Digital Services Automation: Creating a Lingua Franca for a New Industry John Hindle has an extensive international business background, with over 35 years’ experience as a senior marketing executive and adviser to companies in the US and Europe in areas of technology and outsourcing. His experience includes service on the Strategic Advisory Board of IAOP and Vice-Chairmanship of the HR Outsourcing Association.	Susanne Richter-Wills Director BPO Solutions, Lexmark Enterprise Software Monday, 7 November \| 14:30 – 15:20 Robotics, Mobile and Crowd Sourcing: Three Buzz Words the Industry is Talking About Susanne Richter-Wills has over 20 years global BPO experience. She has been responsible for onshore, nearshore and offshore operations, offering a broad range of services. In 2013, she joined what is now Lexmark Enterprise Software to ensure that the portfolio is offering even more value to BPO and helps them to differentiate themselves in the market whilst providing a rapid ROI.



Serge Stepantsov COO, Intetics Tuesday, 8 November \| 15:30 – 16:20 Making Outsourcing Accountable: A Case for Predictive Engineering Serge Stepantsov is COO of Intetics Co, a company with over 20 years of experience in software development outsourcing. Stepantsov brings his 15 years of experience into enhancing the customer experience in outsourcing.	Andrea Kis Senior Consultant, ISG Monday, 7 November \| 14:30 – 15:20 SMART SIAM (Service Integration and Management) Andrea is a Senior Consultant at ISG, with a strong practical background and passion for Service Integration and Management (SIAM), Smart Cities and the human side of IT. Andrea has worked in different industries in internal and outsourced roles. She is an active speaker in the UK and globally, as well as a contributor to various industry magazines and blogs.	Marloes Roelands Associate Partner, IBM Monday, 7 November \| 15:30 – 16:20 Organisational Change Management in the Cognitive Era Marloes has been into people and organisation change since the start of her consulting career, moving from KPMG to PwC, before joining IBM. She has 20 years experience in Talent and Engagement projects with key clients across a variety of industries: Shell, Heineken, Dutch Defense, Dutch Prisons, Achmea Insurance, ING, IBM, and more. Marloes is currently the leader for Talent and Engagement in the Industrial Sector in GBS Europe.	Poul Tokkesdal Director Nordic, ISG Monday, 7 November \| 14:30 – 15:20 The Nordic Perspective on the Demand of New Technologies, New Business Models and Automation Poul Tokkesdal is a Senior Director with ISG and offers his clients over 30 years' experience in the IT industry, bringing both an extensive client and supplier perspective to engagements – with over 20 years specifically in the sourcing marketplace.



Marko Kovacevic CEO, Trizma Monday, 7 November \| 15:30 – 16:20 Human Capital Component: Working with Y & K Generations Marko has 15 years of experience in areas of international relations, consulting, marketing, business development and BPO services. Before becoming CEO of Trizma in 2012, he has served in management and executive capacities in Atlantic Council of Serbia, Megatrend University, Telenor, Virtuoni, Dupont Carter and Insomnia Serbia.	Sam Smith Vice President of Global Solutions, KellyOCG Monday, 7 November \| 15:30 – 16:20 Human Capital Component: Working with Y & K Generations With 18 year’s workforce industry experience and a background in Mechanical Engineering Sam has managed the delivery of mission critical skill categories to some of the world’s largest and most complex infrastructure and engineering projects; supporting engineering consultancies from planning to commissioning across Marine, Utilities, Aerospace, Mass Transit, Oil & Gas and Renewable Energy. Sam, based in London is a member of the Kelly Global Solutions organisation and works closely with clients to bridge the “talent agility gap” with innovative and sustainable workforce solutions.	Hugo Jan Doeleman IT Manager, Prorail Monday, 7 November \| 15:30 – 16:20 How Successful is our Sourcing Strategy? As an all-round IT manager, Hugo Jan is since the beginning of 2015 responsible for the complete IT software development for the Logistics part of ProRail. That part deals with the planning, the traffic control and management of the rail traffic within The Netherlands.	Marcel Lacomble IT Manager, Prorail Monday, 7 November \| 15:30 – 16:20 How Successful is our Sourcing Strategy? Till recently Marcel was as IT manager responsible for the maintenance and development of Train Control systems including the management of supplier contracts. Since this year he has focused his attention completely on purchasing IT services in the role of tender manager at ProRail Procurement.



Omar Oweiss Director, Germany Trade & Investment Monday, 7 November \| 16:30 – 17:20 Outsourcing in Germany: How to Crack the Second Largest European Market Omar Oweiss is the Director of Investor Consulting at Germany Trade and Invest in the Washington, D.C. office. Germany Trade and Invest is the trade and investment promotion agency of Germany, an entity fully funded by the German Ministry of Economics. Mr. Oweiss has been involved in attracting foreign direct investment to Germany since 2007.	Josefine Dutschmann Senior Manager, Germany Trade & Invest Monday, 7 November \| 16:30 – 17:20 Outsourcing in Germany: How to Crack the Second Largest European Market Josefine Dutschmann is Senior Manager at Germany Trade & Invest, the foreign trade and inward investment agency of the Federal Republic of Germany. The organisation promotes Germany as a business and technology location, supports companies based in Germany with global market information and advises international companies interested in establishing business operations in Germany.	Michael Nacarato, COP Senior Vice President, Freedom Mortgage Tuesday, 8 November \| 11:40 – 12:30 Vendor Management Program Governance - Selection Through Ongoing Monitoring Michael Nacarato has spent the last 25 years of his career in the Banking and Financial Services industry holding senior leadership positions at major institutions such as JPM Chase, Bank of America, MUFG Union Bank, and Countrywide Bank. He also offered business process optimisation and globalisation consulting services as President of PO&G Consulting. Michael is currently a Senior Vice President with Freedom Mortgage Corporation.	Ricki Koinig Global IT Strategic Sourcing, OMV AG Tuesday, 8 November \| 11:40 – 12:30 Vendor Management Program Governance - Selection Through Ongoing Monitoring Ricki is currently leading the Global IT Strategy and Business Integration Management department at OMV AG, headquartered in Vienna, Austria. She has led business analysis, strategy, IT optimisations, sourcing and merger, acquisition and divest topics in the US, Europe, India and Scandinavia. Ricki has various academic and professional accolades and publications, and holds a Master’s Degree from Marquette University in Milwaukee and a Doctorate Degree from the University of Technology in Vienna.



Waseem Alkhateeb Partner, Shared Services, KPMG Tuesday, 8 November \| 14:10 – 15:00 The GBS Payoff - Leaders Drive the Metrics that Matter Waseem’s experience covers sourcing strategy and governance, commercial tendering processes, negotiations, and assessments in the areas of IT, finance & accounting, human resources, and logistics. Wassem is a partner with KPMG NL and a member of KPMG’s Shared Services and Outsourcing Advisory management team.	Johan Van der Bijl, COP Sourcing Director, Ordina Tuesday, 8 November \| 14:10 – 15:00 State of the Industry in Benelux: A Roundtable Discussion Johan van der Bijl is Sourcing Director at Ordina and leads Ordina’s sourcing practice SmartSourcing. The SmartSourcing practice focuses on innovative customer service concepts for managed services as well on governance and customer interaction. Johan joined Ordina in 2006, is an IAOP certified professional (COP-BD). Robert is currently the overall Capgemini Consulting leader for Belgium and Luxembourg.	Robert van der Eijk Senior Vice President, Capgemini Tuesday, 8 November \| 14:10 – 15:00 State of the Industry in Benelux: A Roundtable Discussion Robert van der Eijk has more than 25 years experience, with a focus on the banking and insurance sector. He has participated in several large projects such as the set-up of a private bank, the merger and acquisition of a Belgian bank, and the pan-European back-office design of a bank insurer.	Serge Librot, COP Partner, LivIT Tuesday, 8 November \| 14:10 – 15:00 State of the Industry in Benelux: A Roundtable Discussion With 20 years experience in IT and Sourcing, Serge has gathered different perspectives while working on the customer, the provider and the advisor sides. He supported outsourcing-enabled clients transformations including process redesign and ITO. He also worked with clients on determining the best way to leverage outsourcing to support their evolution. Serge is recognized as an ITIL expert, an experienced project/program manager and as a forward thinking Enterprise Architect.



Jeffrey S. Saunders Senior Futurist & Project Manager, Copenhagen Center for Future Studies Tuesday, 8 November \| 10:15 – 11:15 The ISS 2020 Vision – The Future of Service At the Institute, Jeffrey works as project manager on a number of projects concerning postal and communications, materials, and energy industries. Prior to coming to the Institute, Jeffrey worked as a consultant in the United States, where he advised the US government and international organisations on identity formation, organisational culture, stabilisation and reconstruction strategies, international development, and globalisation.	Laurence Kalman Senior Associate, Olswang Tuesday, 8 November \| 16:30 – 17:30 European Regulations Panel Laurence works on a wide range of commercial and technology-related transactions, including outsourcing deals, licensing/franchising arrangements and sponsorship agreements. He acts for buyers and sellers on IP-heavy, cross-border M&A transactions, with a particular focus on resolving complicated business separation issues. Laurence also advises on the exploitation of IP rights and data protection matters.	Mohan Rajkarne Vice President, Business Development and Client Relations Leader, Manufacturing and Services, Europe, Genpact Tuesday, 8 November \| 11:40 – 12:30 Vendor Management Program Governance - Selection Through Ongoing Monitoring Mohan Rajkarne is Vice President at Genpact leading the business development and client relationships across Europe and Africa for the Infrastructure, Manufacturing and Services (IMS) industries.	Harald Visser IT Supplier Management & IT Sourcing Lead, BMW Tuesday, 8 November \| 9:15 – 10:15 Strategic Sourcing: What's the Future Harald Visser leads the Department of Strategic Partner Management, which is a central IT Function of the BMW Group. He is responsible for the IT Sourcing Strategy, IT Partner Management, IT Sourcing Projects as well as the Provider Governance function. Harald Visser joined BMW in 2000. In 2008, he started the first major IT Sourcing Initiative. He earned his Bachelor Degree in Business Administration from Hogeschool Eindhoven, Netherlands.



Aleksandra Milin Project Manager, Trizma Tuesday, 8 November \| 15:30 – 16:20 Lean Your House Before RPA Aleksandra has five years' experience in areas of project management, startups, and consulting. She graduated from Belgrade University, Department of Security Studies. Later, she completed Lean Six Sigma Black Belt certification and a Business Continuity Manager certification as well.	Dana Corbett Director, Training, Certification & Research, IAOP Monday, 7 November \| 16:30 – 17:20 The Ins and Outs of IAOP Certification Dana is the Director of Research, Training and Certification at IAOP. She oversees IAOP's certification programs from the application process through all Master Classes and training and final designation. She runs all collaborative research programs and works closely on research content and final content development made available to all IAOP members.	Alex van den Bergh, COP Sourcing Advisory Lead, Quint Wellington Redwood Tuesday, 8 November \| 14:10 – 15:00 State of the Industry in Benelux: A Roundtable Discussion Alex van den Bergh leads Quint’s global Sourcing Advisory Practice. The Sourcing Advisory practice focuses on consulting and implementations of (out-)sourcing changes, offshoring, shared services, integrations and separations. Alex joined Quint Wellington Redwood in 2006, is an IAOP certified outsourcing professional (COP), member of IAOP and a guest lecturer at universities, speaker on forums and a regular publisher of articles.	Vijay Gounder Principal Director, Accenture Tuesday, 8 November \| 16:30 – 17:30 European Regulations Panel Vijay is Principal Director for Application Services/SAP Digital platform - Accenture GmbH - DACH and has 17+ years of IT experience in the executive role, global program management and sales.



Arno IJmker, COP Managing Partner, Quint Wellington Redwood Tuesday, 8 November \| 16:30 – 17:30 European Regulations Panel Arno IJmker has worked in a variety of professional sectors during his successful career, including insurance, banking, NGO upper management, and business consultancy. Arno began his career with the Ansvar Insurance Company’s finance department then moved to the banking industry, working first for Nederlandse Credit Bank then at MeesPierson Bank. He then joined the NGO sector, working for Dorcas Aid International in the Middle East region out of Cairo, Egypt. Arno returned to MeesPierson/Fortis Bank, and from there, he joined Quint Wellington Redwood, a global management consultancy firm, with whom he works today. He currently serves as Managing Partner, responsible for a number of global key accounts of Quint.	Peder Michael Pruzan-Jorgensen Senior Vice President, Business for Social Responsibility (BSR) Tuesday, 8 November \| 11:40 – 12:30 The Business Case for Impact Sourcing Passionate about working with business, governments and stakeholders to create a just and sustainable world by developing more sustainable, resilient business models. International sustainability executive and leader extremely skilled in cross-over between business, civil society and government, and facilitating collective action between business and stakeholders to drive change. Entrepreneurial force that has led 10-fold growth for current organization.	THE FULL PROGRAM IS HERE! DOWNLOAD THE BROCHURE "EOS is a very valuable event for first-hand exchange of experiences between clients, providers and advisors in one place. It also gives you insights into new trends and learning practices." ~Marko Kovacevic, CEO, Trizma For more information on how you can get involved, visit www.IAOP.org or click the button below to register!


MEET THE SPEAKERS

Debi Hamill CEO, IAOP Monday, 7 November \| 8:45 – 9:00 Welcome to EOS16 Hamill oversees the entire scope of IAOP’s global operations, driving the association’s mission as the leading, standard setting organisation and industry advocate. Her esteemed leadership and steadfast focus on building innovative programs and member services has helped grow IAOP to120,000 members and affiliates worldwide. Known for her relationship development acumen, she regularly represents IAOP at industry events and is active in multiple industry organisations.	Henrik Søndermark Senior Vice President, Head of Continental Europe, HCL Monday, 7 November \| 9:00 – 9:15 Opening Remarks Henrik Søndermark is a Senior Vice President at HCL Technologies. His focus is on leading the HCL business in the Continental Europe. Søndermark joined HCL Technologies in October 2014. Before joining HCL Technologies, he was a Vice President with CSC, where he was responsible for the largest outsourcing engagements.	Guy Clapperton Managing Editor, Professional Outsourcing Magazine Tuesday, 8 November \| 9:00 – 9:15 Opening Remarks Guy Clapperton is editor of Professional Outsourcing Magazine and an author of several books. He has been a journalist since 1989, and you may have seen him in the Guardian, New Statesman and on the BBC. He has spoken professionally or moderated conference events in 16 countries spanning four continents and is an experienced media trainer	Yves Bernaert Senior Managing Director, Accenture Technology, Europe, Africa, Middle East and Latin America Tuesday, 8 November \| 9:15 – 10:15 Strategic Sourcing: What’s the Future? Yves Bernaert is responsible for advancing Accenture's integrated technology strategy, overseeing the Global Delivery Network in EALA and driving growth across technology, in particular in application services. Yves is a member of Accenture’s Global Leadership Council, Technology Leadership team and Gallia Leadership team. Yves joined Accenture in 1993 and became a senior managing director in 2015.



Peter Ankerstjerne, aCOP CMO, Head of Group Marketing, ISS Monday, 7 November \| 14:30 – 15:20 The Nordic Perspective on the Demand of New Technologies, New Business Models and Automation Tuesday, 8 November \| 10:15 – 11:15 The ISS 2020 Vision – The Future of Service Peter Ankerstjerne has been Head of Group Marketing and Vice President of ISS A/S since 2007 and also served as its Group Marketing Director. Mr. Ankerstjerne served as Head of IFS Development at ISS Group. He served as Commercial Director of ISS Damage Control. He served as VP Sales Development at ISS Group and also served as its Business Development Manager. He served as Head of Marketing and as Marketing Manager at ISS Denmark. He holds an MBA and Diploma in Marketing Management (HD-A), both from Copenhagen Business School and an AP degree in International Marketing Management from Niels Brock Copenhagen Business Academy.	Wiktor Doktor CEO, Pro Progressio Monday, 7 November \| 15:30 – 16:20 Human Capital Component: Working with Y & K Generations Tuesday, 8 November \| 16:30 – 17:30 European Regulations Panel Wiktor Doktór is the Outsourcing Industry Expert specialized in a wide range of outsourcing activities, including BPO, R&D, ITO, Call and Contact Centre, Sales Force Outsourcing as well as in the subject of nearshoring and offshoring. He is the CEO of Pro Progressio, which is the consulting and advisory organisation in the area of modern business services. Wiktor is one of the top outsourcing personalities in Poland, many times awarded for his work focused on the development and growth of the outsourcing industry.	Katie Gove Managing Director, Trellis Monday, 7 November \| 14:30 – 15:20 The Nordic Perspective on the Demand of New Technologies, New Business Models and Automation Katie Gove has more than 25 years experience in consulting and management with a focus on strategy, innovation and change, primarily in outsourcing, offshoring, knowledge management and technology. Her professional raison d'être is focused firmly on improving outcomes in outsourcing and offshoring by helping companies to focus on value, improving internal and shared processes to support better outcomes and building outsourcing strategies that are directly connected to business strategies.	Sijmen P. Vrolijk, COP Senior Consultant, Quint Wellington Redwood Monday, 7 November \| 11:50 – 12:40 Is CSR Relevant in Outsourcing? A Global Research Study Discussed Sijmen Vrolijk is a managing consultant with sourcing and governance expertise at Quint. Sijmen is the capability lead for sustainable sourcing where he seeks to incorporate sustainability into sourcing initiatives and governance organizations. During his career, he has worked on the educational, vendor and now advisory side of Business Process & IT Outsourcing and Governance.



Vishal Khanna, COP, COP-BD, COP-GOV Vice President, QuintilesIMS Monday, 7 November \| 11:50 – 12:40 Smartsourcing and Captives – Where to Go? Vishal heads the Commercial Outsourcing services business globally for QuintilesIMS. Vishal has been in the outsourcing services business for over 24 years and was involved with the setup of the initial captives in India (92-94). He has expertise in managing large-scale outsourcing programs and in setting up shared service centers for customers. He has worked in a range of industry segments allowing him to bring the best of all worlds (from Telecommunications, Manufacturing, Logistics & Pharma) to his clients. He has worked with outsourcing players and has setup large offshore delivery centers for customers.	Jan Erik Aase, COP Research Director, ISG Monday, 7 November \| 10:15 – 11:15 State of the Industry: Europe Jan Erik heads the AccessISG and DynamicRFI programs within the Research division of ISG. He and his team are accountable for the ongoing research, tutorials, client inquiries and provider portal functionalities for ISG’s enterprise clients. Prior to joining ISG, Jan Erik spent a combined 28 years in various leadership roles at both American Express and Ameriprise Financial. Most recently he worked as an industry analyst at Forrester Research Inc. and as a Client Advocate at Infosys.	John Hindle Managing Director, Knowledge Capital Partners and Chair of the Concepts and Nomenclature Committee for Digital Services Automation Monday, 7 November \| 11:50 – 12:40 Digital Services Automation: Creating a Lingua Franca for a New Industry John Hindle has an extensive international business background, with over 35 years’ experience as a senior marketing executive and adviser to companies in the US and Europe in areas of technology and outsourcing. His experience includes service on the Strategic Advisory Board of IAOP and Vice-Chairmanship of the HR Outsourcing Association.	Susanne Richter-Wills Director BPO Solutions, Lexmark Enterprise Software Monday, 7 November \| 14:30 – 15:20 Robotics, Mobile and Crowd Sourcing: Three Buzz Words the Industry is Talking About Susanne Richter-Wills has over 20 years global BPO experience. She has been responsible for onshore, nearshore and offshore operations, offering a broad range of services. In 2013, she joined what is now Lexmark Enterprise Software to ensure that the portfolio is offering even more value to BPO and helps them to differentiate themselves in the market whilst providing a rapid ROI.



Serge Stepantsov COO, Intetics Tuesday, 8 November \| 15:30 – 16:20 Making Outsourcing Accountable: A Case for Predictive Engineering Serge Stepantsov is COO of Intetics Co, a company with over 20 years of experience in software development outsourcing. Stepantsov brings his 15 years of experience into enhancing the customer experience in outsourcing.	Andrea Kis Senior Consultant, ISG Monday, 7 November \| 14:30 – 15:20 SMART SIAM (Service Integration and Management) Andrea is a Senior Consultant at ISG, with a strong practical background and passion for Service Integration and Management (SIAM), Smart Cities and the human side of IT. Andrea has worked in different industries in internal and outsourced roles. She is an active speaker in the UK and globally, as well as a contributor to various industry magazines and blogs.	Marloes Roelands Associate Partner, IBM Monday, 7 November \| 15:30 – 16:20 Organisational Change Management in the Cognitive Era Marloes has been into people and organisation change since the start of her consulting career, moving from KPMG to PwC, before joining IBM. She has 20 years experience in Talent and Engagement projects with key clients across a variety of industries: Shell, Heineken, Dutch Defense, Dutch Prisons, Achmea Insurance, ING, IBM, and more. Marloes is currently the leader for Talent and Engagement in the Industrial Sector in GBS Europe.	Poul Tokkesdal Director Nordic, ISG Monday, 7 November \| 14:30 – 15:20 The Nordic Perspective on the Demand of New Technologies, New Business Models and Automation Poul Tokkesdal is a Senior Director with ISG and offers his clients over 30 years' experience in the IT industry, bringing both an extensive client and supplier perspective to engagements – with over 20 years specifically in the sourcing marketplace.



Marko Kovacevic CEO, Trizma Monday, 7 November \| 15:30 – 16:20 Human Capital Component: Working with Y & K Generations Marko has 15 years of experience in areas of international relations, consulting, marketing, business development and BPO services. Before becoming CEO of Trizma in 2012, he has served in management and executive capacities in Atlantic Council of Serbia, Megatrend University, Telenor, Virtuoni, Dupont Carter and Insomnia Serbia.	Sam Smith Vice President of Global Solutions, KellyOCG Monday, 7 November \| 15:30 – 16:20 Human Capital Component: Working with Y & K Generations With 18 year’s workforce industry experience and a background in Mechanical Engineering Sam has managed the delivery of mission critical skill categories to some of the world’s largest and most complex infrastructure and engineering projects; supporting engineering consultancies from planning to commissioning across Marine, Utilities, Aerospace, Mass Transit, Oil & Gas and Renewable Energy. Sam, based in London is a member of the Kelly Global Solutions organisation and works closely with clients to bridge the “talent agility gap” with innovative and sustainable workforce solutions.	Hugo Jan Doeleman IT Manager, Prorail Monday, 7 November \| 15:30 – 16:20 How Successful is our Sourcing Strategy? As an all-round IT manager, Hugo Jan is since the beginning of 2015 responsible for the complete IT software development for the Logistics part of ProRail. That part deals with the planning, the traffic control and management of the rail traffic within The Netherlands.	Marcel Lacomble IT Manager, Prorail Monday, 7 November \| 15:30 – 16:20 How Successful is our Sourcing Strategy? Till recently Marcel was as IT manager responsible for the maintenance and development of Train Control systems including the management of supplier contracts. Since this year he has focused his attention completely on purchasing IT services in the role of tender manager at ProRail Procurement.



Omar Oweiss Director, Germany Trade & Investment Monday, 7 November \| 16:30 – 17:20 Outsourcing in Germany: How to Crack the Second Largest European Market Omar Oweiss is the Director of Investor Consulting at Germany Trade and Invest in the Washington, D.C. office. Germany Trade and Invest is the trade and investment promotion agency of Germany, an entity fully funded by the German Ministry of Economics. Mr. Oweiss has been involved in attracting foreign direct investment to Germany since 2007.	Josefine Dutschmann Senior Manager, Germany Trade & Invest Monday, 7 November \| 16:30 – 17:20 Outsourcing in Germany: How to Crack the Second Largest European Market Josefine Dutschmann is Senior Manager at Germany Trade & Invest, the foreign trade and inward investment agency of the Federal Republic of Germany. The organisation promotes Germany as a business and technology location, supports companies based in Germany with global market information and advises international companies interested in establishing business operations in Germany.	Michael Nacarato, COP Senior Vice President, Freedom Mortgage Tuesday, 8 November \| 11:40 – 12:30 Vendor Management Program Governance - Selection Through Ongoing Monitoring Michael Nacarato has spent the last 25 years of his career in the Banking and Financial Services industry holding senior leadership positions at major institutions such as JPM Chase, Bank of America, MUFG Union Bank, and Countrywide Bank. He also offered business process optimisation and globalisation consulting services as President of PO&G Consulting. Michael is currently a Senior Vice President with Freedom Mortgage Corporation.	Ricki Koinig Global IT Strategic Sourcing, OMV AG Tuesday, 8 November \| 11:40 – 12:30 Vendor Management Program Governance - Selection Through Ongoing Monitoring Ricki is currently leading the Global IT Strategy and Business Integration Management department at OMV AG, headquartered in Vienna, Austria. She has led business analysis, strategy, IT optimisations, sourcing and merger, acquisition and divest topics in the US, Europe, India and Scandinavia. Ricki has various academic and professional accolades and publications, and holds a Master’s Degree from Marquette University in Milwaukee and a Doctorate Degree from the University of Technology in Vienna.



Waseem Alkhateeb Partner, Shared Services, KPMG Tuesday, 8 November \| 14:10 – 15:00 The GBS Payoff - Leaders Drive the Metrics that Matter Waseem’s experience covers sourcing strategy and governance, commercial tendering processes, negotiations, and assessments in the areas of IT, finance & accounting, human resources, and logistics. Wassem is a partner with KPMG NL and a member of KPMG’s Shared Services and Outsourcing Advisory management team.	Johan Van der Bijl, COP Sourcing Director, Ordina Tuesday, 8 November \| 14:10 – 15:00 State of the Industry in Benelux: A Roundtable Discussion Johan van der Bijl is Sourcing Director at Ordina and leads Ordina’s sourcing practice SmartSourcing. The SmartSourcing practice focuses on innovative customer service concepts for managed services as well on governance and customer interaction. Johan joined Ordina in 2006, is an IAOP certified professional (COP-BD). Robert is currently the overall Capgemini Consulting leader for Belgium and Luxembourg.	Robert van der Eijk Senior Vice President, Capgemini Tuesday, 8 November \| 14:10 – 15:00 State of the Industry in Benelux: A Roundtable Discussion Robert van der Eijk has more than 25 years experience, with a focus on the banking and insurance sector. He has participated in several large projects such as the set-up of a private bank, the merger and acquisition of a Belgian bank, and the pan-European back-office design of a bank insurer.	Serge Librot, COP Partner, LivIT Tuesday, 8 November \| 14:10 – 15:00 State of the Industry in Benelux: A Roundtable Discussion With 20 years experience in IT and Sourcing, Serge has gathered different perspectives while working on the customer, the provider and the advisor sides. He supported outsourcing-enabled clients transformations including process redesign and ITO. He also worked with clients on determining the best way to leverage outsourcing to support their evolution. Serge is recognized as an ITIL expert, an experienced project/program manager and as a forward thinking Enterprise Architect.



Jeffrey S. Saunders Senior Futurist & Project Manager, Copenhagen Center for Future Studies Tuesday, 8 November \| 10:15 – 11:15 The ISS 2020 Vision – The Future of Service At the Institute, Jeffrey works as project manager on a number of projects concerning postal and communications, materials, and energy industries. Prior to coming to the Institute, Jeffrey worked as a consultant in the United States, where he advised the US government and international organisations on identity formation, organisational culture, stabilisation and reconstruction strategies, international development, and globalisation.	Laurence Kalman Senior Associate, Olswang Tuesday, 8 November \| 16:30 – 17:30 European Regulations Panel Laurence works on a wide range of commercial and technology-related transactions, including outsourcing deals, licensing/franchising arrangements and sponsorship agreements. He acts for buyers and sellers on IP-heavy, cross-border M&A transactions, with a particular focus on resolving complicated business separation issues. Laurence also advises on the exploitation of IP rights and data protection matters.	Mohan Rajkarne Vice President, Business Development and Client Relations Leader, Manufacturing and Services, Europe, Genpact Tuesday, 8 November \| 11:40 – 12:30 Vendor Management Program Governance - Selection Through Ongoing Monitoring Mohan Rajkarne is Vice President at Genpact leading the business development and client relationships across Europe and Africa for the Infrastructure, Manufacturing and Services (IMS) industries.	Harald Visser IT Supplier Management & IT Sourcing Lead, BMW Tuesday, 8 November \| 9:15 – 10:15 Strategic Sourcing: What's the Future Harald Visser leads the Department of Strategic Partner Management, which is a central IT Function of the BMW Group. He is responsible for the IT Sourcing Strategy, IT Partner Management, IT Sourcing Projects as well as the Provider Governance function. Harald Visser joined BMW in 2000. In 2008, he started the first major IT Sourcing Initiative. He earned his Bachelor Degree in Business Administration from Hogeschool Eindhoven, Netherlands.



Aleksandra Milin Project Manager, Trizma Tuesday, 8 November \| 15:30 – 16:20 Lean Your House Before RPA Aleksandra has five years' experience in areas of project management, startups, and consulting. She graduated from Belgrade University, Department of Security Studies. Later, she completed Lean Six Sigma Black Belt certification and a Business Continuity Manager certification as well.	Dana Corbett Director, Training, Certification & Research, IAOP Monday, 7 November \| 16:30 – 17:20 The Ins and Outs of IAOP Certification Dana is the Director of Research, Training and Certification at IAOP. She oversees IAOP's certification programs from the application process through all Master Classes and training and final designation. She runs all collaborative research programs and works closely on research content and final content development made available to all IAOP members.	Alex van den Bergh, COP Sourcing Advisory Lead, Quint Wellington Redwood Tuesday, 8 November \| 14:10 – 15:00 State of the Industry in Benelux: A Roundtable Discussion Alex van den Bergh leads Quint’s global Sourcing Advisory Practice. The Sourcing Advisory practice focuses on consulting and implementations of (out-)sourcing changes, offshoring, shared services, integrations and separations. Alex joined Quint Wellington Redwood in 2006, is an IAOP certified outsourcing professional (COP), member of IAOP and a guest lecturer at universities, speaker on forums and a regular publisher of articles.	Vijay Gounder Principal Director, Accenture Tuesday, 8 November \| 16:30 – 17:30 European Regulations Panel Vijay is Principal Director for Application Services/SAP Digital platform - Accenture GmbH - DACH and has 17+ years of IT experience in the executive role, global program management and sales.



Arno IJmker, COP Managing Partner, Quint Wellington Redwood Tuesday, 8 November \| 16:30 – 17:30 European Regulations Panel Arno IJmker has worked in a variety of professional sectors during his successful career, including insurance, banking, NGO upper management, and business consultancy. Arno began his career with the Ansvar Insurance Company’s finance department then moved to the banking industry, working first for Nederlandse Credit Bank then at MeesPierson Bank. He then joined the NGO sector, working for Dorcas Aid International in the Middle East region out of Cairo, Egypt. Arno returned to MeesPierson/Fortis Bank, and from there, he joined Quint Wellington Redwood, a global management consultancy firm, with whom he works today. He currently serves as Managing Partner, responsible for a number of global key accounts of Quint.	Peder Michael Pruzan-Jorgensen Senior Vice President, Business for Social Responsibility (BSR) Tuesday, 8 November \| 11:40 – 12:30 The Business Case for Impact Sourcing Passionate about working with business, governments and stakeholders to create a just and sustainable world by developing more sustainable, resilient business models. International sustainability executive and leader extremely skilled in cross-over between business, civil society and government, and facilitating collective action between business and stakeholders to drive change. Entrepreneurial force that has led 10-fold growth for current organization.	THE FULL PROGRAM IS HERE! DOWNLOAD THE BROCHURE "EOS is a very valuable event for first-hand exchange of experiences between clients, providers and advisors in one place. It also gives you insights into new trends and learning practices." ~Marko Kovacevic, CEO, Trizma For more information on how you can get involved, visit www.IAOP.org or click the button below to register!