Mes compétences :
ITIL V3 OSA
ITIL V3 FOUNDATION
ITIL V3 SOA
People Management
Project Management
Incident Management
Problem Management
Change Management
Entreprises
IPG
- Operations Manager
2015 - maintenant
IPG - Fujitsu
- Team Manager
2013 - maintenant- Managing and developing team performance
- Performing all the activities and responsibilities defined for Management Roles accordingly with the relevant people management processes that are in place
- Ensuring that Service requirements are clear and understood
- Planing work to achieve cost effective results
- Identifying possible risks and promptly following communication paths to initiate necessary mitigation actions
- Identifying and recruiting appropriately skilled and capable people
- Understanding what needs to be done to meet requirements and achieve SLAs
- Awareness of the impact of motivation levels on team results
- Identifying and developing people with technical or management potential
- Leading and motivating, developing skills, and coaching technically
- Ensuring the best induction & integration of New Joiners, ensuring training is maintained and delivered within the allocated team
- Promoting a continuous improvement environment by mentoring tenured and junior team members on assigned tasks
- Encouraging team to identify service improvements
- Managing resources and workload effectively (including performance reviews, personal development plans, and absence management);
- Holding regular team meetings to deliver key messages
- Monitoring work and reporting on progress against service level, cost, time, specification, as appropriate
- Intervening, where/when required, to achieve the desired results
- Owning and accepting personal responsibility for customer problems, and getting customer issues to resolution
- Building and enhancing client strong relationships
- Building and enhancing relationships with Service and Account Management
- Acting as escalation point for client and customer
- Promoting and driving Sense and Respond through the account
- Managing processes (e.g. Correct Call Routing, etc) and supporting their governance
- Contributing to process definition and improvement
Econocom
- Team Leader
Puteaux2010 - 2013- Gestion managerielle et administrative des équipes
- Elaboration et mise en place de tableaux de bord pour le suivi quotidien de la productivité des
clients et agents.
- Suivi des SLA, OLA et KPI contractuels.
- Mise en place de plan d’action suite aux plaintes et remontées client.
- Passage d’entretien d’embauche et d’évaluation.
- Etude de faisabilité de nouveaux projets.
- Déplacements récurrents à l’étranger pour étude de faisabilité de nouveaux projets et/ou revu des
procédures avec nos clients internes et externes.
- Mise en place de pré-requis pour intégration de nouveaux comptes clients.
- Préparation et animation des réunions hebdomadaire avec les clients internes ainsi qu’externes.
- Suivi de la qualité de la prestation (communication, analyse technique,…)
