Résumé
With fourteen years of rewarding and varied professional experience in IT Network, Operations and Service management, I had the opportunity to develop strong analytic/management skills and the ITIL methodology required to ensure the reliability and optimization of International environments.
• Service Delivery and Operation management, Team lead management, Customer management
• SLA and contract management
• Natural leadership and proven ability to lead and to motivate multi-cultural teams
• Customer oriented, strong analytical and organizational skills,
• Experience in managing continual service and process improvement,
• Ability to communicate with business and technical people
• International environment.
Expériences professionnelles
Network & security services manager - emea & apac
Bunge SA , Genève - CDI
De Septembre 2019 à Aujourd'hui
Customer service director
ORANGE BUSINESS SERVICES , Saint-denis
De Janvier 2017 à Août 2019
International Customer Service manager – Operational international lead
Accountable for the end to end quality of service delivered
Improvement of the Service Delivery
Key point of contact for all Operation in the Business Unit
Responsible for the global operations of Customer support teams in terms of Incident, Problem, Change, Configuration and Release Management
Accountable to the Head of Service Management and Business Unit for Service Improvement Plan
Close relationship with customers to guarantee highest level of customer satisfaction
Responsible for managing end-to-end contracted service level and delivery for strategic customer
Develop a strong relationship with customers to understand and translate the needs into business opportunities.
Negotiating SLA and managing services based on ITIL framework.
Manage the underpinning transition projects with carriers and on customer-end.
Key achievements:
o Maximized the sales of services in last quarter, through establishing strong business relationship with customers’ directors and CxO level, also by managing the service delivery and catalogue.
o Involved in customer contracts renewal with more than $3M revenue.
o Increased margin reviewing the full service delivery
o Achieved highest score of customer satisfaction with service delivery and performance
Service manager
ORANGE , Geneve - CDI
De Juillet 2010 à Décembre 2016
International Customer Service manager – Operational international lead
Accountable for the end to end quality of service delivered
Improvement of the Service Delivery
Key point of contact for all Operation in the Business Unit
Responsible for the global operations of Customer support teams in terms of Incident, Problem, Change, Configuration and Release Management
Accountable to the Head of Service Management and Business Unit for Service Improvement Plan
Close relationship with customers to guarantee highest level of customer satisfaction
Responsible for managing end-to-end contracted service level and delivery for strategic customer
Develop a strong relationship with customers to understand and translate the needs into business opportunities.
Negotiating SLA and managing services based on ITIL framework.
Manage the underpinning transition projects with carriers and on customer-end.
Key achievements:
o Maximized the sales of services in last quarter, through establishing strong business relationship with customers’ directors and CxO level, also by managing the service delivery and catalogue.
o Involved in customer contracts renewal with more than $3M revenue.
o Increased margin reviewing the full service delivery
o Achieved highest score of customer satisfaction with service delivery and performance
Customer support network engineer
ORANGE , Geneve - CDI
De Mai 2008 à Juillet 2010
IT support / Field Engineer
On site manager for customer / Team SPOC / Team management
Deployment and staging of cisco technologies.
IPT deployment and change management on Avaya and Cisco.
Team manager / network engineer
CERN - CDI
De Octobre 2001 à Mai 2008
Network Infrastructure at CERN and Project Management for network in LHC
(Large Hadron Collider)
Network Support, User Support, Problem Reporting and management, Deployment.
Contractor and consultant team manager
Formations complémentaires
BTS
Cours Faugier Hays - Informatique de gestion - Administration de réseaux
1998 à 2000
DEST
CNAM - Informatique et réseaux
2000 à 2001
BAC
Lycée Sainte Famille - STT - Comptabilité et Gestion
1997 à 1997
MASTER 2
USVQ - Management et Administration des entreprises
2014 à 2016
Executive MBA
Groupe IFG - Management et Administration des entreprises
2014 à 2016
Associations
Parcours officiels
Langues
Anglais - Courant
Espagnol - Langue maternelle
Portugais - Langue maternelle
Français - Langue maternelle
Compétences
Centres d'intérêt
- Sport / Musique / Voyages / Nouvelles technologies
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