Saâda HOSNI GULEC

En résumé

Entreprises

• Société Générale - CONTRACT AUDITOR

  PARIS 2014 - maintenant * Responsibilities:
  
  Auditing the main outsourcing contracts involving the following IT services: Service Desk, End user services and Infrastructures and providing advises to optimize outsourcing contracts costs
  (Scope: 15 contracts across 4 Group entities)
  
  * Key contributions:
  
  * Drew a whole map of the outsourcing providers to determine the analysis scope and identify client entities, hardware and software components, type of IT Services delivered and associated service level
  * Gathered operational feedback from the different contract managers with interviews and workshops
  * Compared the different Service Level Agreements and ensured that requirements are in line with business priorities
  * Prepared audit report and marked out the inconsistencies of the outsourcing model with recommendations to reduce outsourcing contract costs

• DALKIA France - PROJECT MANAGER

  Saint-André 2012 - 2013 * Responsibilities:
  Managed end to end project for ITSM tool implementation (BMC Remedy 7) with
  EUR 250,000 of budget and managing an external developers team (4 people)
  
  * Key contributions:
  * Project framing: definition of client requirements, detailed planning , resources and associated costs ;
  * Organizing and leading kick off meeting to launch the project ;
  * Design of:
  * Incident, Service Request and Change Management processes ;
  * Key metrics according to SLA and OLA agreements ;
  * Writing of functional specifications and user requirements
  * Defining and running test cases within operational scenarios involving the whole support providers
  * Monitoring the developers' team to validate technical settings and to keep track of deviations/delays
  * Conducting operational and steering committees ;
  * In charge of change management through:
  * Defining communication plan and actions to promote the tool to end-users ;
  * Key users Training and writing user guides ;
  * Responsible for improvement actions plan with following up post deployment corrections and updates, establishment of contractual and operational dashboards to manage vendors' efficiency
  * Managing the implementation of a user portal to submit incident support or service request online

• DALKIA France - IT SERVICE MANAGER

  Saint-André 2010 - 2011 * Responsibilities:
  In charged of managing the outsourcing providers of Service Desk and IT support in order to:
  * Ensure and maintain providers' operational efficiency and offer high service quality to 5,000 end-users
  * Provide continual service improvements in compliance with ITIL best practices
  
  * Key contributions:
  * Monitoring providers' performance within the different service level agreements and key metrics reports
  * Central point of contact for major incident and problem management
  * Responsible for developing and improving ITIL processes within the IT support Team : created operational procedures, best practices and templates to supply the knowledge base
  * Leading operational and steering committees with Contract Managers and Service Delivery Managers
  * Coordination with other IT teams to support and develop solutions needed to meet business and user requirements
  * Taking part in projects for standardizing IT working tools: deployment of Windows 7 Desktop with Office 2010 to over 5,000 user workstations, migration to Gmail...

• DALKIA France - ITSM PROCESS ANALYST

  Saint-André 2010 - 2010 * Responsibilities:
  Managed transition from the existing provider to a new one
  IT Sourcing Project: Moving to a new network and infrastructures service provider
  
  * Key contributions:
  * Organizing and conducting scoping workshops with the service providers
  * Reviewing operational processes and updating procedures
  * Monitoring of new provider until the Operational Health Check validation

• Total - ITSM PROCESS ANALYST

  COURBEVOIE 2010 - 2010 * Responsibilities:
  Audit and quality control of Incident and Service Request processes in order to improve Service Desk efficiency
  
  * Key contributions:
  * Analyzing incident and service request workflows, Service Desk procedures, SLA/OLA and key performance Indicators ;
  * Analysis of end-users feedback and satisfaction ;
  * Proposals for improving the process
  
  

Formations

• Blekinge Institute Of Technology (Suede)

  Suede 2009 - 2009 Exchange program studies
  
  Main courses of study:
  IT and Business Administration

• Telecom School Of Management

  Evry 2006 - 2009 Master degree in information systems management

Réseau

• Adrien PETEL

• Clémence TRIBES

• Frederic PERREANT

• Julien FAUCHER

• Maria EL HOUARI

• Mohini JAGANATHEN

• Stephanie KIEN

• Talan GROUP

• Zineb SERRHINI