Lorenzo RAVASCO

En résumé

Entreprises

• PartenaMut & Partena Ziekenfonds - Head of IT Operations

  2015 - 2018 Customer: PartenaMut & Partena Ziekenfonds
  Project / Role: Head of IT Operations
  
  Project Description:
  IT Operations Management
  * Manage support activities for both Partena's (1.600 End Users spread across multiple Belgian sites and agencies) ;
  * Workspace management ;
  * Ensure availability & performance of production systems
  * Review support organisation with focus on Customer and service quality ;
  * Management of support teams and budget ;
  * Reinforce cooperation with other IT services ;
  * Challenge service quality provided by external service providers
  * Setup of processes for the management of major incidents ;
  
  People Management (20 persons)
  * Coach and develop staff
  * Annual performance appraisal ;
  * Hiring of internal & external staff
  
  Service Quality Management
  * Service Level Management Reporting
  * Service Meetings
  * Satisfaction surveys ;
  * Provides continual improvements on operational performances, quality procedures documentation, organizational efficiency by focusing on people, tools, processes and involved IT service providers ;
  
  Project Management
  * Implementation/roll-out of IT solutions ;
  * Outsourcing solutions ;

• STERIA BENELUX SA NV - IM Service Manager & Internal IT Manager

  2009 - 2015 Customer: Several Customers: ADB, BKCP, Schréder, VMW, ECEM, ...
  Project / Role: IM Service Manager & Internal IT Manager
  
  Project Description:
  IT Operations Management
  * Manage day to day IT support services: Service Desk, 2nd line support teams, End day operations & 24h/7d monitoring team
  * Review support organisation with focus on Customer and service quality ;
  * Suppliers management ;
  * Management of major incidents and DRP
  
  People Management (30 persons)
  * Coach and develop staff
  * Annual performance appraisal ;
  * Hiring of internal staff ;
  * Maintain employee work schedules including assignments, job rotation/night shifts and overtime scheduling
  
  Service Quality Management
  * Monitoring service delivery and Customer satisfaction to align metrics to business needs and maintain services quality ;
  * Service Level Management Reporting ;
  * Provides continual improvements on operational performances, quality procedures documentation, organizational efficiency by focusing on People, Tools and Processes ;
  
  Project Management
  * Implementation/roll-out of IT solutions ;
  * Outsourcing of night activities to international Delivery Centers based on ITIL processes
  
  Internal IT
  * Management of Internal IT support activities and budget
  * Management of internal IT projects (workstations migration, Mail cloud migration, ...) ;
  * Workplace management ;

• STERIA BENELUX SA NV - IT Service Level Manager

  2008 - 2009 Customer: Several Customers: ADB, BKCP, Schreder, VMW, ECEM, ...
  Project / Role: IT Service Level Manager
  
  Project Description:
  * Service Level Management ;
  * Review of Incident & Request Management Processes ;
  * Coaching ;
  * Creation of specific Service Level Reporting ;
  * Project Management
  * Back-Up of Outsourcing Center Manager ;

• IT People - IT Consultant

  2007 - 2008 Customer: Atradius, Steria
  Project / Role: IT Consultant
  
  Project Description:
  * Customers: Atradius & Steria
  * Service Level Management
  * Audit IT Support Organisations ;
  * Continuous Improvement: Develop and manage Improvement Plan based on People, Tools, Processes and quick wins ;

• Econocom - Service Unit Manager

  Puteaux 2000 - 2007 Customer: Several Customers: Mobistar, European Commission, B.M.S., Puilaetco, ...
  Project / Role: Service Unit Manager
  
  Project Description:
  * Management of a Service Unit composed by several Teams (45 persons) and Customers ;
  * Contract Management (new, review, update) ;
  * People Management (Hiring, Evolution Plan, annual appraisals, ...) ;
  * P&L management of Service Unit
  * Measure and adapt service quality
  * SPOC between Customers & Econocom ;
  * Assignment and follow-up of resources for specific Customer's projects ;
  * Member of Group Innovation Team ;

• Econocom - IT Consultant & Team Manager

  Puteaux 1996 - 1999 Customer: AG Fortis & Mobistar
  Project/Role: IT Consultant & Team Manager
  
  Project Description:
  * Set-up and management of Service Desk and Workplace management teams ;
  * Service Level Reporting ;
  * Coordination of O.S. migrations projects and iPAQ roll-out for 3.000 & 1.700 workstations/Users ;
  * Supervise implementation of Service Management tool (ARS Remedy) ;
  * Single Point Of Contact between Customers & Econocom ;

Formations

Pas de formation renseignée

Réseau

• Christophe CHORZEPA

• Dimitri FONTAINE

• Emmanuelle CUNIN

• Laurent DE GYNS

• Roberto ALVAREZ

• Thierry VAN DE ZANDE