En résumé

 PMP® Certification
+ Project & Program Management: Project Planning, Executing and controlling, financial follow up, track defined Operational Level Agreement against performance target; identify missed targets, request service improvement actions, prepare reporting on Service Level achievement, day to day customer follow-up
+ Team, Crisis & Conflict Management
+ Contract Management: Development, negotiation and execution of customer’s service agreements
+ Management of B2B contracts with OEM Third Party suppliers: Oracle/SUN, HP, ACME, IBR, CISCO
+ Cost Allocation Model: Implementation inside EMEA region to insure a Technical Support Cost Follow Up.
+Quality management & Process within Business Office organization EMEA TSO (Technical Support Organization).
+ Product Management: creating a Product delivery package, Customer documentation, Intervention procedures
+ Software Development and Integration

Mes compétences :
Business Object
Project Management
Technical support
Relation client
Customer satisfaction
Financial Reporting
Team management
Service Delivery
Contract Development / Negotiations
Crisis management
Branch Management
Gestion de programme
Gestion de la relation client
Négociation de contrat
Relation fournisseurs
Process & Tool
Software Developpment


  • Nokia - Project Director

    Nozay 2014 - maintenant General Project Manager
    Burkina Faso G-Cloud Project Director
    ALcatel-Lucent Denmark Burkina Faso - Branch Manager
  • Alcatel Lucent - General Project Manager

    Paris 2014 - maintenant General Project Manager for Orange Affiliates (Morocco & Tunisia)

    Assigned as the General Project Manager (GPM) for customers Meditel & Orange
    Tunisia, having the project management strategy and governance responsibility for Telecommunication solutionsprovided by Alcatel-Lucent.

    · Manage project, monitor and control progresses against a baseline plan, Define customer reporting strategyand manage it
    · Anticipate risk and evaluate related financial and customer satisfaction impacts, set up corrective action plan and manage risk mitigation, propose management plan for project reserves and contingencies
    · Supervise tasks allocation and priorities as needed
    · Defines and controls implementation of global procurement and sub-contracting strategy
    · In line with PMBOK® and Alcatel Lucent Project Management processes, manage Project Management Plans and project phase plans for the Projects, Modify/adapt Project Management Plan for specific project
    · Lead contract administration (order management, billing/payment) and structure contract (claim management , change management)
    · Define resource requirement plans and forecast, optimize staff utilization, develop people
    · Provide the necessary Project Metrics (eg Effort to date, Estimated Cost to Complete, Estimated effort at Completion), Lead contract administration (order management, billing and payment…)
    · Anticipate risks and evaluate related financial and customer satisfaction impacts
    · Communication : Continually defines and communicates the short- medium - and long term project goals and priorities to the project team and stakeholders, including sub-contractors and internal and external suppliers
    · Ensure Project closing, Develops points of view, lessons learnt and best practices,

  • Alcatel-Lucent Morocco - Senior Project Manager : North Africa Regional Service Manager

    2009 - 2014 +North Africa Leader : Morocco, Algeria, Tunisia & Mauritania
    +Service Delivery Manager for : Maroc Telecom, Mauritel, Onatel & Telmob, Gabon Telecom & Libertis, Sotelma and WANA/INWI

    • Maintenance contracts Implementation following the CIP Process (Contact implementation Process)
    • Contract management: ensuring delivery of professional services as specified in the Service Level Agreements (SLA) with end customers; managing warranty terms and SLA according to the contractual scope.
    Negotiating SLA exceptions / amendments.
    • Financial control: managing cost of service contracts and ensuring target profitability through cost forecasting and business analysis (actual versus budget). Analysis of cost deviations, identifying potential budget breaking situations and designing containment measures to correct them: WBS, Business Review, Margin Improvement Plan, Cost follow-up, Contract Opportunities & Up-scope.
    • Operational efficiency: Managing customer expectations and perception in order to secure customer satisfaction. Analysis of performance indicators and reporting according to SLAs. Conducting regular review meetings with customer and providing feedback about service performance, to internal and external stakeholders.
    • Analysis of the installed base and monitor updates on EOS / EOL (End Of Support / End of Life)
    • Crisis management: Coordinate response to incidences with high operational impact, creating and contingency plans and negotiating medium term with R&D and support Stakeholders

    * Achievements: successfully managed to reduce service costs, increased KPI to high rates of lead time fulfillment. Highly increased customer satisfaction, based on commitment and understanding of customer’ business needs
    * Keywords: contract management, SLA, performance, KPI, operational, process management, budget control, Business analysis, service review, reporting, customer service.
  • Alcatel-lucent Morocco - Business Office : Project Manager

    2007 - 2009 Back Office Support for Project Managers and MSM (Maintenance Service Manager) in the EMEA region: Creation of contracts and define support rules, training tools and process management contracts.
    + Managing the implementation of the Cost Allocation Model in the EMEA region: monitoring KPI Progress, and Warranty Analysis.
    + Associated Project Manager of the V2C migration project (Vega-CARES)within Europe Africa Middle East region: contracts Analysis, SLA definition(Service Level Agreement), planning, Migration Tests in collaboration with the GWC of Alcatel-Lucent, training of managers and creation of Customer communication records.
    + OEM Escalation Manager in EMEA for intelligent network products based on HP and SUN platforms: Defining the incidents escalation Process in collaboration with suppliers, support teams certification, training opportunities negotiation.
  • Alcatel-Lucent - Software Development -Integration-Quality -Engineer

    Paris 2000 - 2004 + Software Engineer Java & Corba (16 months):
    • Creating a new Feature for managing different logs XMC NEs, new Communication Manager to manage a new Node E10 ATCA.
    • E2E (End to End): Support the Test planning and execution, analysis and correction of bugs before Customer product delivery.
    • XMC Initial Support level 1 for ALU worldwide customers.

    + Industrialization Product Manager: Network Management (2 Years):
    • Formal management of the products structure: Defining a consistent naming and formalizing product formats NM, standardization and formalization of the structures of NM software products and procedures for encapsulation (software versions, 3PP…)
    • Creating products delivery for projects.
    • Generating the Client documentation and definition of procedures for site Deployment & interventions .
    • Manager of Alcatel Incident Database: monitoring and managing customer issues.

    + Network and Systems Administrator (13 Month):
    • Maintenance Support and System management: Installation, Migration and Security.

    + Development and Integration Engineer: Projects A1340 Alma Traffic, PCFS, TMNK-OSWS (4years)
    • Development of new graphical interfaces for the functions TC (Traffic Control), MMW (Man Management Work) and OSR(Object Status Report).
    • Integration and validation of new product releases PCFS (PC Front Channel).
    • Evolutionary Maintenance (Application development) and corrective (Notice a problem customer) of software releases OSWS3.1, OSWS3.2, and OSWS3.3 OSWS3.4, TMNK
    • Integration and manufacturing of new PCFS release for ALcatel mobile & Fixed customers.


  • Université Nancy 1 Henri Poincaré (Vandoeuvre Les Nancy)

    Vandoeuvre Les Nancy 2001 - 2003 Master

    réseaux et telecoms


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