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Exemple de missions de Bernard, consultant prince2 habitant Paris (75)

Resources coaching / mentoring, multi-cultural environments
P&L Management
Outsourcing and nearshore / offshore model experience
Customer experience improvement
Service and outcomes driven, analytical skills
International Program Management
Relationship builder, client facing and communication skills
Change / Risk / Incident / Problem / Contract Management
Customer focused, adaptable and innovative
Business Unit Management, Process definition and implementation
Pre-Sales and Business Development experience
Technical background Telecom/Infrastructure/IoT/Cloud/Software
ITIL/PMP/Prince2/MSP certified

2016 - 2017 SIGFOX - Head of global Services IoT, Turnover 16M€ 2015 , 350 p, Startup
Responsible for global program delivery with Sigfox Operators, WW
Contracts and PnL Management 105M€ in 2016 - In charge of a BCP program

2013 - 2016 VERIZON - SEMEA Program Delivery Head Telecom / Cloud, Turnover 175M€, 300 p, 2e Telcooperator WW
Accountable for al program implementation in Semea, global PnL management
Governance setting and reporting, project/program scoping, nearshore team management.

2011 - 2013 T-Systems - Services Delivery Director Managed Services 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

2010 - 2010 FUJITSU - Global Account Delivery Manager Contractor Managed Services, Turnover 180 M€,
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.

2009 - 2010 USHARESOFT - Business Development Director Contractor, Startup Cloud Software, Turnover
500K€, 10 p, Startup .
Evangelization / Sales of cloud software / platform to F500 companies
Engagement and partners fol ow up, Marketing support strategy / pricing , POC setup

2004 - 2009 AJILON IT Part of ADECCO GROUP / HEWLETT PACKARD - CEE Operations Director/Country
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

1995 - 2004 SUN MICROSYSTEMS - Senior Pre-Sales Architect / Technical Account Manager EMEA, Telecom
Software Division Telecom Software, Turnover 243M€, WW Unix Servers leader, 50K employees
WW
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

Professional Experience October 2016 Sigfox Global Services Director (Toulouse - Paris)
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

IOT / Cloud provider June 2013 – September 2016 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)

Large Cloud / Telecom / Security providerJanuary 2011 – May 2013
T-Systems France (Part of Deutsche Telekom)
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

March 2010 – December 2010 Fujitsu
Global Account Delivery Manager (Contractor, Paris)
Responsible for global IT Delivery/Support and International program roll-out contract (Emea, USA, South America, Australia, Asia, Africa ..), ITIL environment, large manufacturing account
In charge of quality (SLA), customer satisfaction, finance and profitability (P&L)
International Team Management (France & Portugal team + On Site Support in all deployed countries)
Coaching / Mentoring local and remote managers
Improvement plan implementation and follow up
Leading Account strategy, operational and contractual changes
Responsible of business growth (u...

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