Tamara van ’t Zand
Service Delivery & Change Manager | Organizational Improvement | Service Operations
Hoofddorp, Netherlands | +31 6 52351285 | info@tamaravantzand.nl | tamaravantzand.nl | LinkedIn
Profile
I help organizations where the same customer complaints keep returning, tickets get passed between teams, or improvement plans never turn into action. With over 15 years of experience in IT, SaaS and healthcare software, I find where work gets stuck: in handovers, unclear ownership, processes or systems.
I trace issues from the first customer contact to the teams responsible for resolving them. I clarify ownership, missing information and decisions that are holding things up. Then I help implement practical changes and check whether they improve results. I use AI when it saves time or helps reveal patterns. Human-centred where possible, clear where necessary.
Professional Experience
Manager Customer Operations | Service Delivery Manager
- Connect service delivery, service operations and organizational improvement within an international operational environment.
- Investigate recurring incidents and bottlenecks across teams and processes and translate underlying causes into structural improvements.
- Clarify ownership, expectations and ways of working and connect customers, operations, engineering, suppliers and management so improvements are actually implemented.
- Use Jira, KPIs, management information and AI to identify risks earlier, improve process quality and support more focused steering.
Service Manager
- Identified where customer processes and internal follow-up were getting stuck and professionalised service delivery by addressing those underlying causes.
- Set up HubSpot as the central system and made intake, ownership, follow-up and handover more explicit and easier to steer.
- Introduced NPS and customer satisfaction measurements to translate operational signals into targeted process and service improvements.
Head of Support
- Professionalised support and service processes across multiple healthcare software labels and created stronger alignment between teams, ways of working and customer needs.
- Further implemented ITIL 4 practices and clarified responsibilities and ways of working across Incident, Problem and Change Management.
- Connected support, operations and development and created structure in prioritisation, escalations and problem management so recurring bottlenecks could be addressed structurally.
- Brought the support teams of several healthcare software companies together into one way of working. The hardest part was not aligning the process, but connecting the cultures.
- Was responsible for the support department, including team leads and staff, and set the annual budget and objectives.
Interim Support Manager
- Created structure in service delivery, responsibilities and collaboration during the merger of several hosting companies.
- Configured Zendesk and translated ambiguity in registration, follow-up and handover into consistent working agreements and processes.
Team Lead Support
- Built customer-focused service delivery during rapid growth and introduced structure where processes and responsibilities needed to scale with the organization.
- Improved collaboration and information flow between residents, municipalities, advisors and implementation partners.
Founder and Owner
- Built a WordPress webshop and managed operations, customer behaviour analysis, SEO, content and online marketing.
Team Lead Support & Hosting
- Progressed from telephone operator to team lead, building a broad practical foundation across customer contact, technology, processes and operational leadership.
- Built support and hosting processes, created structure around complex customer enquiries and connected customer needs with technical delivery across domains, hosting, e-mail and DNS.
Advisory Project
Zorg TTP: short advisory project analysing the customer journey, service delivery, processes and capacity, translated into a practical advisory report.
