Roger - Assistant à maîtrise d'ouvrage SERVICE DELIVERY MANAGER

IT Customer Service Manager – WPP/Coretech September 2018 to Now
Business Relationship Manager Role
• the senior face of IT for Agency and hold end to end accountability for all IT within the site / city / market
• Own escalation management and have direct access to IBM and all other third-party suppliers to ensure operational services meet business requirements
• work with the local business to agree and manage to the IT budget. To includes managing the IT asset lifecycle and driving down lT costs locally
• lead business discussions and communications and agree local demand and priorities
• support the local implementation of the global IT programs.
• Advise the functional leaders for the Agency Operating Company(s) on how to innovate and utilize technology effectively within their functions
• Run continual IT improvement programs and demonstrate improved service and increased IT engagement locally.
• IT Tranformation projects management
o Projects management
 Cloud File service ( Ctera, Storesimple)
 Network Merging
 Managed Print Solution deployment – Xerox
o New Project Evangelist
 Solution presentation / demo
 Users and senior business stakeholder Training

IT Service Operation Manager – Tata Consultancy Service at Jaguar Land Rover France April 2017 – August 2018/ Paris – France
• Jaguar Land Rover Dealers IT support Audit / Improvement (77 sites, 1052 users)
o Services and processes review
o Improvement cycle design
o Changes implementation
o Performance monitoring and measurement against SLA metrics
o Workshop and stakeholder’s relationship management

• Local IT Support Management /Improvement ( 138 users )
o Incidents and team management
o Problems review in accordance with the support team
o Local IT Changes management
o Service catalog management
o Monthly review and Reporting
• Local projects Management / Global projects support

IT Field Service Engineer – Tata Consultancy Services at Cargill July 2015 – March 2017
/Brest - France
• IT service delivery – Field Service Role : Remote and User facing Technical Support (Windows xp, Windows 7 services and Active Directory, Office 2010 to Office 2013, Lync 2013, MS project 2013, Exchange Network troubleshooting – Wan,Vlan). Remote Teams (Data Center, Global Network) Assistance - IT Purchase management, IT external providers’ coordination, Equipment (Printers, Computers, Mobiles as well as Network devices) support and Life Cycle Management.
• IT Infrastructure Project Assistance and support.

Service Management Consultant – Klause IT October 2012 – August 2013 /India
• Service Transition Manager Role
• Delivery of all Customer objectives as agreed between Klause IT and the Customer Sponsor to the required deadlines and quality level
• Adding additional value to the Customer without compromising revenue generating opportunities
• Maintaining regular contact with the Account Manager as agreed in order to share information and to discuss any issues arising within the assignment.
• Producing regular checkpoint reports and assignment reports as requested and defined in the Klause IT Quality Management System

Catalog Associate, French – ******** August 2012 – October 2012 / India
• troubleshooting the ******** online catalog
• Retail Support – Data warehouse support

IT Consultant – PIGIER CI - March 2011 – July 2011

Implementation of ******** Microsoft hosted collaboration services, communication tools, web-based application.
Network configuration for printing service management and files Storage service

Project Manager Associate – Balou Consulting july 2011 – Dec 2011

Procurement tracking system software quality management for the client African Bank of Development.
Duties:
• Project consultant’s selection in accordance with the project documentation
• Software engineers team performance management
• Software testing with regards to the project requirement
• Meeting and bi-weekly presentation to the client
• Improvement and change management