Mes compétences :
Business
Business Objects
Management
Microsoft Business Intelligence
Operations Management
Telecom
Entreprises
Nokia Siemens Networks
- Care SW Services Operation Manager - France, Monaco & Switzerland
ST OUEN2011 - maintenant Responsible for the daily business management for each countries: cost, resourcing, customer satisfaction and operative execution (team and service management).
Lead Care Software Services Operations (SSO) team in developing, implementing and monitoring all Help Desk processes and Key User functions.
Provide visibility and ensure efficient performance of the Service.
Manage Help Desk operations which include modifying existing processes and introducing new processes as needed to drive high efficiencies to meet customer contracted SLAs and expectations.
Manage support functions, consolidated project reporting and project support with proposed actions for the resolution of burning issues.
Drive the operative excellence by developing and monitoring service delivery quality, efficiency and performance and provide resource recommendations to adequately support Help Desk commitments.
Provide a point of escalation for unresolved issues to meet customer expectations.
Participate in Global initiatives related to implementation of Help Desk process improvements.
Decision making and end to end responsibility for emergency restoration activities. Manage and lead internal and customer communication during restoration activities.
Engaging all possible stakeholders and moderating interactions across interfaces to ensure highest quality service for customer emergency cases.
Make sure proper follow-up actions are in place and Root Cause Analysis is created.
Nokia Siemens Networks
- Care SW Services Operation Manager - France
ST OUEN2010 - 2011 Responsible for the daily business management for each countries: cost, resourcing, customer satisfaction and operative execution (team and service management).
Lead Care Software Services Operations (SSO) team in developing, implementing and monitoring all Help Desk processes and Key User functions.
Provide visibility and ensure efficient performance of the Service.
Manage Help Desk operations which include modifying existing processes and introducing new processes as needed to drive high efficiencies to meet customer contracted SLAs and expectations.
Manage support functions, consolidated project reporting and project support with proposed actions for the resolution of burning issues.
Drive the operative excellence by developing and monitoring service delivery quality, efficiency and performance and provide resource recommendations to adequately support Help Desk commitments.
Provide a point of escalation for unresolved issues to meet customer expectations.
Participate in Global initiatives related to implementation of Help Desk process improvements.
Decision making and end to end responsibility for emergency restoration activities. Manage and lead internal and customer communication during restoration activities.
Engaging all possible stakeholders and moderating interactions across interfaces to ensure highest quality service for customer emergency cases.
Make sure proper follow-up actions are in place and Root Cause Analysis is created.
Nokia Siemens Networks
- SW Services Performance Manager - France
ST OUEN2008 - 2010 In charge of all reporting (customer and internal) for France CARE Services
Specification, Design and Reporting development including :
- Adapted Processes and Reporting for customer Care
- Operational Reporting for CARE Manager
- Sub-regional West KPI reporting
Meeting Coordination with CARE Management.
Management of the CARE Project team (Telecom engineers).
Operational management (continuity of service, Planning, objectives definition, individual follow up and performance review meeting, etc.)
Resources Management and tasks allocation.
In charge of the quality of service and contractual SLA commitments.
Define and put in place OLA to follow group and individual performances and discover potential risks
Net2S
- Responsable de Projet Business Intelligence / Expert Business Objects
2006 - 2008 Audit, analysis and specification of customer needs.
Development of complex statistical dashboards.
Reporting migration under BO V.6.5.
Net2S
- Expert Business Objects / Consultant Business Intelligence
