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Consultant prince2 habitant Paris (75)

  • Sigfox Global Services Director (Toulouse - Paris)
    Jan 2016 - aujourd'hui

    Accountable for global program delivery with Sigfox Operators, worldwide (IOT network deployment in all new countries, Cloud provisioning, Data analysis and presentation, ...)
    Contracts management / fulfilment (DAs, T&Cs, SOWs, ...), global P&L management
    In charge of internal BCP program
    Accountable for customer CSAT & SLA performance
    Following Ecosystem partners, promoting solution design exchanges across Operators
    Close interaction with Product Marketing, Engineering and Production teams (Roadmap review, new products /features, ...)
    Governance / Escalation management
    Process / RACI definition and implementation

  • Responsible for global program delivery with Sigfox Operators, WW

    SIGFOX - Head of global Services IoT, Turnover 16M? 2015 , 350 p, Startup
    2016 - 2017

    Contracts and PnL Management 105M? in 2016 - In charge of a BCP program

  • Large Cloud / Telecom / Security provider T-Systems France (Part of Deutsche Telekom)
    Jan 2013 - aujourd'hui

    Services Delivery Director, Telecom / Cloud Managed Services / SaaS / DC operations (Saint Denis)
    Outsourcing delivery / program team management, Infrastructure, Telecom/Network, SAP Dynamic Services and Service Desk
    Business Support, coordination with Sales / Pre-sales and Bid department (involvement on all new / renewal deals), account strategy definition
    Quarterly meeting with Sales Management to review account figures, SWOT and strategy
    Upselling on all accounts in portfolio
    Global P&L responsibility (105 M?), Managed Services, delivering above plan.
    Hiring / Coaching new resources, team management (retention, staff development, objectives definition and measurement, ...)
    In charge of global customer satisfaction and improvement plans
    Accountable for: processes implementation / adherence ? appropriate issue / risk management / SLA with all contracts / projects ?
    customer business continuity.
    Leading Nearshore support and delivery teams (Slovakia, Hungary, Spain), matrix environment
    Supervision of Transition / Transformation projects and Due Diligence phases
    Ensuring adherence to ITIL framework processes (Incident/Problem management, Change management...)
    Accountable for quality and SLA achievement, and alignment with SOW / Contract, global
    Managing communication with Stakeholders and Customers, Executive level
    Escalations and complaints management, action plans follow up (local and nearshore)
    DC transition / migration projects setup and supervision
    Large IT service provider, Infrastructure / Telecom / Software Outsourcing / Offshoring

  • Accountable for al program implementation in Semea, global PnL management

    VERIZON - SEMEA Program Delivery Head Telecom / Cloud, Turnover 175M?, 300 p, 2e Telcooperator WW
    2013 - 2016

    Governance setting and reporting, project/program scoping, nearshore team management.

  • T-Systems - Services Delivery Director Managed Services
    2011 - 2014

    Infra/Telecom, Turnover 153M?, 1100 p,25e services company in France
    SDM team management, PnL management 105M? , accountable for quality / csat, nearshore mgt
    Transition/transformation supervision, escalation management - Upsel ing on portfolio

  • Global Account Delivery Manager Contractor Managed Services, Turnover 180 M?,

    2010 - 2010

    500 p, 5e computers manufacturer, WW
    Service Desk / Infra program deployment, WW. Responsible of change management.
    Nearshore team management, responsible for PnL, Sla's, and Csat.

  • USHARESOFT - Business Development Director Contractor, Startup Cloud Software, Turnover 500K?, 10 p, Startup
    2010 - 2010

    Evangelization / Sales of cloud software / platform to F500 companies
    Engagement and partners fol ow up, Marketing support strategy / pricing , POC setup

  • AJILON IT Part of ADECCO GROUP / HEWLETT PACKARD - CEE Operations Director/Country

    2004 - 2009

    Manager - Managed Services Based in Bulgaria Managed Services Infra, Turnover 30 M?, 480 p,
    34e provider in France. N 1 in Bulgaria
    Implementation from scratch of a new GDC program for HP in Bulgaria Delivery / Support
    Recruitment, training, coaching of new staff 700 . # 1 WW for Csat/quality among al HP GDC

  • Senior Pre-Sales Architect / Technical Account Manager EMEA, Telecom

    1995 - 2004

    Software Division Telecom Software, Turnover 243M?, WW Unix Servers leader, 50K employees
    Projects identification and fol ow up, answer to RFI/RFP, quotation, architecture validation, POC
    delivery Emea mobile telecom accounts
    Product's presentation to client's executive. Responses to RFPs
    Emea Technical Account Manager for Alcatel account. Carrying personal and global quotas.

    Director Main skills and competencies
    Strong customer service experience (Service Delivery & Support, Program & Team Management, Transition & Transformation,
    Consulting, Finance)
    Very good technical background (Telecom/Infrastructure/IoT/Cloud/Software/Security)
    Senior Leadership experience (CEE Operation Director, Services Director, Head of Program Delivery SEMEA, Business
    Development Director, Country Manager)
    Large P&L and budget management, multi million Euros
    Direct and matrix Management of large teams including Managers and virtual teams
    Proficient in leading a business unit, definition and implementation of process / best practices
    ITIL V3 (SO/ST/SS/CSI) and project/program management certified (PMP, Prince2, MSP)
    Pre-Sales and Business Development experience (New logo, Renewal, Up selling)
    Strong experience with Customer and Employee satisfaction, promoting service excellence
    Escalations and high-level customer relationships management
    Excellent outsourcing and nearshore / offshore model knowledge (experience abroad in Central & Eastern Europe)
    Experience working in multi-cultural environments, leading teams in multiple locations
    Recruitment and training / development plan definition / follow up, resources coaching / mentoring
    Service and quality driven, analytical and strategic thinker, outcomes driven
    Relationship builder with excellent presentation / client facing and communication skills
    Solution finder (detailed oriented person), initiative taker, team worker
    Experience working with and leading HR, Finance and Recruitment teams
    Business focused, adaptable and innovative
    Strong experience with Incident/problem/change management
    Flexible to travel

  • IOT / Cloud provider Verizon France Program Delivery Head ? South Emea (Paris)

    Global accountability (WW) for all new programs delivery and BAU, continental South Emea A-End accounts, Telecom/Security/DC Cloud
    Portfolio prioritization and facilitating internal cross-silo stakeholder?s communication
    Governance definition during pre-sales phase (New logos and renewals), working with Account Managers, Solution Architects and Legal
    P&L reponsibility
    Escalations management, international
    Working on quality, leading initiatives to increase customer experience in my regions from Order Management to Billing (Timely Delivery of Services, CLI, NPS, CSAT, ...), strong achievement
    Providing weekly and monthly reporting to stakeholders / executives, operational, financial and quality dashboards
    Participation in customer progress / board meeting
    Driving / coaching nearshore CoE teams (Third party provider) and local resources (Quality, SLA, Communication, Reporting, Action Plan, RACI, ...)
    Overseeing all transition / transformation projects/programs, risk/change management
    Identifying and planning training for project/delivery manager
    Driving process improvement program
    Regular contact with customer at C-Level (CIO, IT Director, ...)
    Liaise with Managed Security Services, Voice and Data Center teams to ensure a secured delivery of integrated deals
    Leading an EMEA improvement plan regarding Billing, weekly meeting with stakeholders to review progress, improve communication flow (Offshore Billing teams, Billing Program Managers, Order Management, Delivery)
    Controlling project planning, resource and revenue plan (18 projects/programs, from 0,5 to 25M? annual revenue)

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