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
Contracts and PnL Management 105M? in 2016 - In charge of a BCP program
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
Governance setting and reporting, project/program scoping, nearshore team management.
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
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.
Evangelization / Sales of cloud software / platform to F500 companies
Engagement and partners fol ow up, Marketing support strategy / pricing , POC setup
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
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
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)