12 years of experience in IT Services, ITIL V3 & V4 certified, thinking AGILE….

- Manage the Service Management Department & Infrastructure teams

• - Act as the SPOC of the delivery organization, ensuring that all SLAs are met.
  - Leading steering committees with end customers
  - Monitor SLA service commitment contracts for Infrastructures & End-Users scopes.
  - Manage the deployment of Infrastructure projects.
  - Leading project committees, operationnal & Run committees.
  - Conducting technical support N3 infrastructure
  - Coordinate/hosting crisis cells in case of major incidents.
  - Steering PRA activity
  - Participate and engage in the elaboration of the infrastructure services contract.
  - Ensure customer reporting
  - Follow the service contract budget
  - Deploying info-managed infrastructures for remote processing