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Photo de Roger, Assistant à maîtrise d'ouvrage SERVICE DELIVERY MANAGER

Roger Assistant à maîtrise d'ouvrage SERVICE DELIVERY MANAGER

CV n°190626T001
Compétences techniques
Études et formations

Certifications Earned
Prince 2, Itil v3, Itil Service Operation, GDPR certified

Ongoing Certifications Windows Server 2012 CCNA, Oracle Sql Expert Cisa

Process and Office Tools Remedy 8, ServiceNow, Citrix, Ms Office 2013 (Outlook, Word, Excel, PowerPoint, Lync) Ms Project 2013, SharePoint, Cisco

IT Infrastructure

Windows Server 2012


IT Asset Management

BMC Client Management
BMC Track IT



Vaelia Toulouse : Windows Server 2012 – France 2015
MBA Green Energy - Sustainable Businesses: Bologna Business School – Italy 2014

Bachelor Applied Computer Science: EDHEC – Ivory Coast 2011
Cisco Certified Network Associate – training: Git Academy – India 2012

Business Relationship Management

IT Project Management: Planning, organizing and delegating responsibilities. Software development, hardware installation, network upgrade, cloud computing and virtualization rollout. Prince 2
IT System Management and Performance measurement: process checklist and project Audit as well as peer review and testing
ITIL process Implementation: Project Preparation – Drawing up the Service – Assessment of the Current Situation – Definition of the to be process structure – Design of the Process – Process Implementation – Team Building
Microsoft server administration: server 2003, 2008 and 2012
Microsoft Offices Tools: Exchange server 2008, Office 2007, 2010 and 2013

Network Administration: Cisco routers, Cisco Switch, firewalls, TCP/IP, IPv4, IPv6

French: Native Speaker
English: fluent Italian: Basic Driving License: Yes
Travel Experience: United State, South Kora, Ghana, Togo, India, Germany, Spain, Portugal, Belgium, Italy, Switzerland, Arab Emirates, France

Expériences professionnelles

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 – amazon.com August 2012 – October 2012 / India
• troubleshooting the amazon.fr 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.
• 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