Omar - Directeur de projet ITIL

Practice country manager: Service desk & Workplace at
Atos origin 2010 - 2011
Direct and manage a €5 million service centre budget, forecasting, planning and execution of national and local initiatives, including cost, quality service and personal key performance measures. Serve as monitor and trainer for compliance and continuous improvement programs. Oversee multi-facility productivity management, workers’ comp liability, and accident risk management. Partner with sales to ensure proper execution of sales initiatives, lead internal and 3rd party operation centres and team meetings on local and regional levels. Resolve upstream/downstream customer service problems. Produce quarter and annual executive reports for regional and national operations. Create local recognition program for individuals and service team.

 Lead 2 operations centres with more than 250 analysts

 Build business model to govern 3rd party contractors

 Practice Profit & lost responsible

 Single Point of contact for Morocco Practice to the global organization

 Sales and business development support for WorkPlace and Service desk

 Lean application at business unit level

 Delivering services for more than 25 customers in 2 languages, 24x7

 Implement the best practices of Atos Origin by utilization of CSDM (ITIL) and Lean methodologies

 Improve the productivity in all the service centres of managed operations business unit analyzing

Service Operation manager – Technical support
PTC, Rabat Morocco 01/2007 – 06/2010
Oversaw € 1 million annual budget, sales forecasting, national operations planning, and execution. Managed business process planning for one-year operational goals, focused on corporate-given productivity targets. Lead team of 40 engineers. Developed Six Sigma Lean national best practices for logistics and new communication.

 Overall responsibility of projects: implementation of new products

 Head the operations management and project execution

 Monitor Work progress and manpower productivity based on approved budget, schedule and quality

 Policies and customer satisfaction instauration

 Interfacing with marketers to implement features and feasibility study

 Support European customers – Customer complains analysis

Project manager
STMicroelectronics, Rabat, Morocco 09/2001 – 12/2006
Project management for Digital TVs processors from feasibility to industrialisation, leading team project and coordinate between technical, test and marketers team

 TV Project budget: 0.4M$ in 2005, 2.5M$ in 2006

 Participations on NPI steps: New product proposal (NPP), new product request (NPR), product lunch acceptance (PLA), FMEA(failure mode expectations analysis)

 Action plan

 Project development and integration

 Identify human and IT resources: experimented man power, servers, hard disk

 Task assigning and planning follow-up

 Technical leadership

 Bug tracking

 Writing design objective specifications and datasheets

 Reporting, weeklies and conf call organisation

 hiring