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Microsoft
- Global Procurement lead for CSS
Issy-les-Moulineaux.
2014 - maintenant
Global Procurement Lead for Customer Service and Technical Support org
• Partnering with CSS stakeholders and cross-group leaders to plan, develop and execute supplier delivery against business and financial objectives
• Leading global strategic initiatives to improve business value, supplier governance, cost optimization & risk mitigation. Executing 3 projects to rationalize Professional Services, Technical Services and Marketing Services. Implementing a cross-group solution to improve delivery efficiency & governance for onsite supplier resources.
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Microsoft
- EMEA Contact Centers Manager
Issy-les-Moulineaux.
2008 - 2014
Responsible for Contact Centers account management in EMEA ($100+ Million annual spend).
• Lead a team of 6 Supplier Account Managers responsible for Contact Center delivery in Europe, Middle East & Africa (1700+ agents supporting 31 languages across 20+ sites). Promoted an environment that fosters personal development but which drives also team effectiveness and productivity.
• Partnered with internal clients (EMEA CSS Stakeholders and Global Service Delivery leaders) to develop sourcing strategies and drive delivery excellence with supplier base. Lead vendors’ executive management through strategic business reviews and operations management in line with internal clients’ priorities.
• Conducted strategic initiatives related to customer service delivery and performance improvement resulting in Customer satisfaction improving by +10% in the last FY and MPI reduction by 7%.
• Represented and lead EMEA through the largest recorded BPO provider consolidation with a contract value worth 10% of total global commercial BPO procurements in 2013. As a result, Microsoft realized major savings and reduced contact center providers from 33 to 5 global players for 95% of the business.
• Microsoft speaker to external audiences leveraging a network of contacts across the industry.
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Microsoft
- Outsourcing Regional account Manager for Middle east and Africa
Issy-les-Moulineaux.
2005 - 2008
Plan and manage the outsourcing activities for Customer Services in Middle East & Africa region (80 countries). Develop annual budget and manage financial responsibilities for spending and cost savings.
Develop the sourcing strategy, conduct regional market analysis and lead the selection process (RFI, RFP, BAFO) leveraging a cross-unit project team including functional and technical representatives.
Forecast activity and resource requirements based on current and future customer needs (internal operational group of 20 resources and overall 220 engineers at vendors' sites).
Gain the support of subsidiaries and regional business owners for vendors and strategy recommendations, develop and nurture collaboration with critical stakeholders, network with key organizations within Microsoft to accomplish objectives, evangelize Microsoft to external audiences, and leverage a network of contacts across the vendor base and the industry.
Account manage current vendor portfolio (25 vendors, annual budget $10m in 2006), ensure legal and contractual requirements compliance, drive vendor execution against business plans, coordinate strategic business reviews, manage performance to achieve operational excellence.
Facilitate sharing of best practice and continual improvement/innovation and documentation of audit trail. Participate in the hiring process as a key interviewer, mentor junior procurement managers and shares effective vendor management expertise.
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Microsoft
- Outsourcing Account Manager for Western Europe
Issy-les-Moulineaux.
2003 - 2005
Developed, implemented outsourcing strategies and procedures enabling our internal partners to achieve their business goals.
Conducted sourcing process through all steps of the business cycle from requirements documentation, vendors’ selection (Business and Financial Case, RFI, RFP, BAFO) and contractual negotiations.
Account managed 3rd party vendors in charge of delivering Technical Support services for French speaking customers. Managed to success the French business rationalization, transitioning from in-country to regional support centres 2 major customer segment services (annual budget $5.3m in 2004, overall group of 80 engineers at vendors' sites).
Account managed afterwards the entire Technical Support outsourced business to Professional customer segment in Western Europe (annual budget $9m in 2005)
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Microsoft
- TAM Group Manager –Manufacturing & Telco sectors
Issy-les-Moulineaux.
1999 - 2003
Responsible to lead, develop and motivate a team of TAM, Technical Account Manager, to deliver IT services for Enterprise customer segment in Manufacturing and Telco sectors.
Performed key personnel management activities such as recruiting, training, career development and performance evaluation for all direct reports (group up to 14 TAM in 2003). Managed and maintained high levels of employee satisfaction and commitment evaluated via bi-annual internal surveys, achieving top results (Organizational Heath Index 84%, Workgroup Heath Index 88%)
Implemented effective methods of monitoring service quality, ensuring the organization delivered according to support strategies and agreed business targets, achieved top results (69% Overall Customer satisfaction, 88% Tam Services satisfaction)
Accountable for business results for assigned territory (Contract penetration, Customer Satisfaction, Revenue), developed annual budget and managed fiscal responsibilities for spending and cost recovery goals, drove sales engagement ( $2.7m revenue responsibility in 2003), generated new business by developing existing customer base (+20% above targets).
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Ernst & Young Consulting
- Senior Consultant
Courbevoie
1997 - 1999
Strategic IT planning for large multinational firms (Telco, Real Estate, Staffing sectors)
Technical project management (Car Manufacturing, Telco sectors)
IT architecture design and integration coordination (Insurance company)
IT Audit, TCO studies, Financial and ROI analysis (Staffing, Insurance, Car manufacturing)
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Groupe PSA-Peugeot-Citroën
- LAN Project - Technical Manager
1992 - 1996
Responsible for PSA group Local Area Networks technical project (20 000 PC, 300 Servers across 40+ sites in Europe), designed and implemented the LAN network architecture, defined and built up the support organization for LAN services
Managed a team of up to 3 technicians and led a project team of around 30 cross-group representatives
Run a road show to present the LAN project in major PSA IT sites (France and Europe)
