Mourad - Chef de projet ORACLE

Expérience professionnelle

Sopra Steria Group
- January 2019 till now – Global Service Delivery Manager (60 People)
I’m responsible on outsourcing contract with 15M€ value at Société Générale bank. My main role is to manage the SLA and KPI agreed between Sopra Steria group and ensure that the service provided meet the customer expectation.

Getronics (********)
- Apr 2016 till December 2018 - Regional Manager of Service and project Management (9 People)
Leading 9 Service Delivery Manager and Project Manager in 3 European countries (FR/IT/BE) responsible for customer solutions, the team is aligned with ITIL based organisation that is designed to deliver the best possible customer experience. My main role is to work closely with the Business to
define the strategy around customer relationship and define the governance model in relation to the
customer contract.
• End to End Accountability of customer solutions from Deliver to Operate
• My mission is to make a real difference to our customers business through best in class customer experience.
• Budget, Cost and customer P&L management
• Ensure Operations KPI’s are in place aligned with customers SLA’s
• Ensure Right People are in right places to help customers in their Digital Transformation Journey
• Management of the technical team, partners and external consultants assigned to the projects.
• Improving our cost base without damaging the customer experience
• Teamwork with Sales and pre-sales communities
• Vendors and Partners Management
• Monthly presentation of the KPI activity department to the Management committee.

Colt Technology Services (********)
- Mar 2013 – Mar 2016
Regional Manager of Service and project Management (8 People) Leading 8 Service Delivery Manager and Project Manager across 2 European countries (FR/BE), the team is aligned with ITIL based organisation that is designed to deliver the best possible customer experience.
• End to End Accountability of customer solutions from Deliver to Operate
• Financial & Budget Management
• Permanent contact with the customers and P&L Management
• Implement a continuous service Improvement Plan is in Place with full accountability
• True ability to meet deadlines and required quality levels and to make a real difference to our customers business through best in class customer experience
• Improving our cost base without damaging the customer experience
• Reduction/Simplification of complex Processes during customer solution lifecycle
• Elaborate a Personal Development Plan for each team member

- Apr 2012 – Mar 2013 : Technical Solution Manager
Responsible for large and complex customer IT and Network Solutions, my responsibilities were:
• Respect of project planning and Budget.
• Lead and Manage the technical team and external consultants assigned to the projects
• Customer facing role, discuss best technical options and implement the solutions
• Manage the interface with 3rd parties, suppliers involved in the service transition: contractual agreement, planning, timelines, SLA, quality of deliverables
• Working closely with the sales, Pre-Sales and Sales Specialist to support them making decision and
designing the Architecture of the whole customers solution
• Own the Service transition budget and manage all expenditure associated with service transition, ensuring that all costs are recorded against products and services delivered and that the expenditure runs within budget agreed
• Single Contact for Customers escalation during the Transition Phase

- Aug 2009 – Mar 2012: Implementation Manager
Manage the IT solution project in Managed Service mode using ITIL and Prince 2 standards. My
responsibilities were:
• Lead and Manage the Technical team assigned to the projects
• Validate the solution design produced and ensure that what is being proposed can be delivered by Colt (and its 3rd parties).
• Ensure that the transition plan and underpinning implementation methodology are clearly articulated in the bid response.
• Implement & Maintain process Excellence Standards (ITIL where Appropriate)
• Single Contact for Customers escalation during the Transition Phase

- Juin 2005 to July 2009: Team Leader Network & Security Team (5 experts)
• Lead and Manage the Network and Security Team within Colt Data Centre Solution
• Build and Maintain Colt Infrastructure across 3 Data Centres
• Manage the Capacity Planning of Colt Infrastructure
• Deliver and maintain the customer Network and security devices
• Standardization of the way of Installing Switches, Firewalls, etc…
• SMART objective Setting and Technical development of the Team

- Aug 2001 to Mai 2005: Team Leader DBA Team (3 DBA)
• Installation and administration of customer data bases: Oracle, DB2, MSSQL, MySQL
• Customer facing and escalation management.
• SMART objective Setting and Technical development of the Team
• Continuous improvement of the installation and operation process.

Other Experiences
- Sep 1990 – Jul 2001
• Team Leader DBA Team – Intégris/Bull, Paris
• Oracle DBA & Development expert with Oracle API, Cyrano, France
• Oracle DBA Engineer, Pronix Ingénierie, SERNIT (France Telecom), Orléans
• DBA Oracle Engineer, Pronix Ingénierie, MCI, Paris
• Oracle Engineer, Vallourec, Aulnoy Les Valenciennes
• Teacher and ReSearcher, Valenciennes University