En résumé

- Responsable de Services
- Process Manager (Incident/Change/Problem)
- Certifiée ITIL V3 Foundation
- Certifié ITIL OSA

Mes compétences :
Process management
Incident and Problem Management
Change management/conduite du changement
ITIL Support And Delivery
Project management
Conduite de projet
Service Level Management
Team Management
Service Management
Root Cause Analysis
Process Improvement
Problem Management
ITIL Foundation V3


  • HP Enterprise Services - Account Service Manager

    Courtaboeuf 2014 - maintenant As a Single Point of Contact for the Account Service Management for both European and Asian Data Centers, I am responsible for the supervision of a staff of fourteen Process Leads managing the Account’s Processes in Rabat, Sofia and Kuala Lumpur. I am also responsible for the team’s recruitment, planning, development as well as for cross-training for all Delivery teams in the account processes and tools.
    *) Manage Account Processes: Incident, Change, Problem, Capacity, Availability, Configuration and Service Level Management;
    *) Build and maintain an appropriate level of customer relationships in support of Account Delivery leaders and Service Management Processes.
    *) Manage and proactively drive delivery of Service Management functions according to specified SLA’s and metrics within the Account
    *) Provide Service Management process support / feedback / continuous improvement plans;
    *) Adhere to ITIL Service Management standards in both process and tools;
  • HP Enterprise Services - Process Owner

    Courtaboeuf 2013 - 2014 My role was to ensure Incident and Change processes were correctly documented and known. I was also responsible for all communications between Sofia’s Service Management and Rabat Delivery Team as a Single Point of Contact.
    *) Ensure incident and change management processes deliver business value;
    *) Ensure compliance with any and all related Policies;
    *) Define Process roles and all related documentation;
    *) Advocate Process and ensure proper training is conducted;
    *) Ensure the process is executed appropriately at each described step;
    *) Ensure the appropriate inputs/outputs are being produced;
    *) Guide process practitioners appropriately;
  • HP CDG IT Services - Process Manager

    2011 - 2013 As a process manager I had to conduct Incident, change and Problem processes in accordance with ITIL Standards. In a day-to-day basis, follow-up on reporting to identify recurrent problems.
    • Lead governance meetings (Daily Operational Calls, Weekly meetings, Monthly Review, CAB ...)
    • Implement plans for process improvement change / incidents management;
    • Prepare of RCA (Root Cause Analysis);
    • Implement action plans for Problem Management and preparing daily / monthly reports.
    • Participate in projects:
    o Implementation of Onboarding Process in ITO department
    o Establishing a knowledge database to bring together all account documentation, procedures of different Capabilities;
    o Establishment of Case Assessment in collaboration with the Quality team to monitor incidents from end-to-end and incident management process improvement.
    o Implementing and monitoring of transition plan from Shared Delivery Model to a semi-dedicated model on the account.
  • KBM Consulting - Business Intelligence Developer

    2011 - 2011 * Construction of OLAP Cubes in SSAS. ;
    * Developing an Application to automate documentation of SSAS.
    Internships ,
  • L'Administration des Douanes et Impôts Indirects - Intern

    2010 - 2010
    * Editing and adding modules to the existing design (MVC1)
    * Migration of an application of budget management from MVC1 to MVC2 on the Struts Framework. (J2EE) SSAS.


  • International University Of Rabat (Rabat)

    Rabat 2014 - 2015 Executive Master

    Strategic Planning
    Managing Organizational Change
    Management of project portfolio
    Management programs
    Project Management
    Project Management Office (PMO)
    MS Project
    agile management
    Operations Management & Process Engineering
    Lean Six Sigma
    Team management and leadership
    Innovation Management
  • Ecole Marocaine Des Sciences De L'Ingenieur - EMSI RABAT (Rabat)

    Rabat 2006 - 2011 Bac+5

    Diploma of Computer Sciences Engineering