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Salahetddine SABIK

RENNES

En résumé

SKILLS
• Hierarchical and functional team Management in a multicultural environment,
• Customer and business oriented with a continuous focus on service excellence and business growth,
• Excellent communication and presentation skills,
• Ability to manage customer relationship in a large accounts International context,
• Team player with a strong positive attitude,
• Capacity to mobilise, animate, motivate partners on major projects,
• Fast learner and ability to quickly adapt to a new working environment,
• Ability to work under pressure, crisis manager authority,
• A significant customer experience of both IT and Network environment.

Mes compétences :
ITIL

Entreprises

  • Groupe France Télécom Orange

    maintenant
  • Orange Business Services - Customer Service Director

    2008 - maintenant IT Outsourcing contract – 80 applications hosted

    • Manage the customer service managers in charge of the overall accountability for the Quality of solutions delivered to the customer,
    • In charge of the global governance based on contractual and performance committees,
    • Measure service delivered versus defined Service Level Agreements with penalties negotiation based on the contract,
    • Ensure operational excellence in service management (KPIs),
    • Develop and maintain strong relationships with customer and internal delivery organizations maintaining an environment that contributes to project success,
    • Work with the presales and sales team for new services proposals (delivery, helpdesk, SLA). Identify selling opportunities,
    • Implementation of ITIL Process, problem management,
    • Ensure services profitability and accuracy in billing,
    • Participate in global projects for quality improvements,
    • Assist the ABU Director to define part of the new contract, regarding operational topics, which leads to setup a joint venture between GDF-SUEZ and ORANGE.
  • Orange Business Services - Senior Customer Service Manager - CAP GEMINI deal

    2003 - 2008 CAPGEMINI worldwide Network Outsourcing contract – 5000 sites

    • Manage, as team leader, customer service managers located in the customer different countries (India, US, Spain, Italy, UK, etc.),
    • First point of contact on a daily basis ensuring all requirements are met & exceeded,
    • Accountable for the customer contract respect and the overall quality of service (SLA, penalties), weekly meetings,
    • Responsible of the global governance in relation with the customer regional CIOs, monthly steering committees,
    • Define and setup processes to improve productivity level and service deliver quality,
    • Coordinate internal and customer teams for critical migrations or changes,
    • Develop business through extra consultancy sales (60K€/year),
    • Escalation point in case of major network issues in support of regional CSMs.
  • Orange Business Services - Customer Service Manager

    2003 - 2008 Large international IT customers: Philips, MGE-UPS and MSC (Mediterranean Shipping Inc.)

    • Overall responsibility for the Quality of Service provided to the multinational customers after the implementation,
    • High knowledge on Equant/Global One products and services (Messaging, Hosting and Security),
    • Involved in the monthly CIOs committees to share the operational position,
    • Responsible to setup and deliver the contractual monthly Quality & SLA reports,
    • Lead Major projects with customer and internal technical teams.

Formations

Réseau