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Ibm Global Services
- Business Operations Manager
Bois-Colombes Cedex
2019 - maintenant
Leading leadership and 200+ employees within unit delivering Service Desk services.
Key mission to attain high quality standards, operational efficiency, client satisfaction and continuous improvement initiatives to 20+ clients.
Providing business guidance to the leadership, defying overall strategy of the unit, driving necessary transformations and actively participating in new business engagements and on boarding of new services.
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Ibm Global Services
- 1st Line Service Delivery Manager & New Business Validation Lead
Bois-Colombes Cedex
2017 - maintenant
1. People Management
-People Manager for 3 teams: Watson Information Architect (transform end users services by integrating artificial intelligence within Service Desk), Mac desk (level 1 & level 2 support with Apple technology, mainly for VIP users) & IMAC (requests fulfillment)
-Ensure vision and strategy for team development as well as achievement of team business results
-Regular 1-2-1 meetings with the team members supporting personal development
-Make sure my reports are understanding their sense of work and its contribution to the global picture
-Assess and hire the right people for the right position
-Engage the team and always deliver world class service to our customers
-Promotion of the team members
-Agile practices
-Leadership development (I currently have in my team various Leaders such as Service Coordinator, Team Leader, Account Delivery Leader and Service Availability Manager)
2. Service Delivery
-Own and drive the SLAs, SLOs and KPIs results
-Manage client relationships
-Primary point of contact for service levels and issues for customer
-Provide leadership and direction to the Service Delivery teams
-Responsible for the service quality through interlock with other colleagues and customer
-Continuously drive actions to improve the service
-Provide action plan in case of potential risk to fail an SLA
-Provide the RCA (Root Cause Analysis) in case of failure of SLA or internal KPI
-Optimize the costs and utilization of the resources
-Back up system in place to ensure the continuity of the business in case I am out of office
3. New Business Validation Lead
-Primary point of contact for potential new businesses
-Review and validate contracutal targets (SLAs, SLOs, KPIs)
-Evaluate staffing needed
-Provide accurate cost case & lead time to implement the service
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IBM Global Services
- Client Delivery Manager
Bois-Colombes Cedex
2017 - maintenant
-Own and drive the SLAs, SLOs and KPIs results
-Manage client relationships
-Primary point of contact for service levels and issues for customer
-Provide leadership and direction to the Service Delivery teams
-Responsible for the service quality through interlock with other colleagues and customer
-Continuously drive actions to improve the service
-Provide action plan in case of potential risk to fail an SLA
-Provide the RCA (Root Cause Analysis) in case of failure of SLA or internal KPI
-Optimize the costs and the utilization of the resources
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IBM Global Services
- Global Account Delivery Leader
Bois-Colombes Cedex
2016 - maintenant
-Field of operations extended to all zones (North America, South America, EMEA, Asia Pacific)
-Day to day service delivery owner
-Critsit focal point for my client
-Customer facing role
-Provide expertise to help smooth transition for an Account
-Provide leadership and direction to the Service Delivery teams
-Responsible for SLA’s and KPI's
-Primary point of contact for service levels and issues for customer
-Keep the costs on target while ensuring an high quality of service
-Customer satisfaction
-Backlog management
-Continuous improvements
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IBM Global Services
- Account Delivery Leader
Bois-Colombes Cedex
2015 - 2016
-Day to day service delivery owner
-Providing leadership and direction to the Service Delivery teams
-Responsible for SLA’s and KPI's
-Primary point of contact for service levels and issues for customer.
-Keep the costs on target while ensuring an high quality of service
-CSAT analysis
-Backlog management
-Client meeting, direct contact with the customer on a daily/weekly basis
-Continuous improvements
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IBM Global Services
- Mobility & Workplace Service Desk Team Leader
Bois-Colombes Cedex
2014 - 2015
-Organization of my team (21,5 BAU + 7 FTEs during the projects)
-Manage day to day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLA's and KPI's
-Handle all the challenges/projects
-Monitoring performance, productivity, quality and all kind of issues
-Adress the feedback, engage the team members
-Managing attendance system
-Effectively leading the team to maximize individual & team performance
-Hiring process
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IBM Global Services
- Customer Service Representative
Bois-Colombes Cedex
2013 - 2014
-Available to receive any new calls at the start of the shift
-Meet SLAs and individual KPIs, maintain customer satisfaction
-Handle any Severity 1 and 2´s appropriately
-Handle any front-line technical queries and fix or log them appropriately reflecting content of the call
-Handle and assist OSS (second level) with problem determination
-Escalate queries when required to appropriate personnel
-Minimize outbound call duration and quantity
-Monitor ticket queues
-Apply end to end ticket and call handling expectations of account
-Escalate any issues as soon as they arise to the appropriate contact
-Identify knowledge management gaps and drive closure
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French alliance (Brno, Czech Republic)
- Head of marketing and communication
2012 - 2013
-2 periods: March to June 2012 + April to May 2013 (both during the festival "Bonjour Brno")
-Structure modernization by marketing analysis, actions and recommendations.
-Advertising creations to announce events.
-Communications officer for « Bonjour Brno » festival.
-Presentation of events in public, interview on TV and radio.
-Website and social networks management.
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APRR
- Cashier
Saint Apollinaire
2011 - 2012
Cashing, assistance and help/assist the user in the Fontaine's toll booth.
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Moravská galerie v Brne
- Marketing assistant
2011 - 2011
-Internship during 3 months
-Marketing development
-Reporting
-Analysis, recommendations
-Daily reporting to the top management of the Museum (deputy director, director, ...)
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Est Républicain
- Manager
2010 - 2011
-Management and field support of a 7 people team.
-Customer follow-up, making appointments, signing contracts.
-Company representative for different trade shows.
-Sales promoter.
