Service Manager at CMA-CGM

• Aug 2022 - Present

Service Delivery Manager (Freelance)

• Feb 2021 - Jul 2022

Service Delivery Manager

• Sep 2010 - Apr 2020

Primary point of contact for customers, responsible for ensuring that services continue to be delivered to business demands and lead delivery team performance to SLA and contract profitability targets. * Led cross-functional Infrastructure operations teams, responsible for the management of recurring operations, reviewing availability & performance trends against SLAs and initiating continuous improvement plans. * Participate in pre-sales and Business Development activities, to translate clients’ needs into additional opportunities - focusing on SLA definition, financial conditions and service management processes. * Provide consulting services on ITIL / ITSM process & operational improvements. * Managed and optimise annual budget (+9M€), providing monthly reporting to senior management. * Championed relationships with customers acting as primary contact and escalation point during crisis management situations. * Produced monthly reports & dashboards and present them to senior management. * Identified operational, process (ITIL / ITSM) & quality improvements and implement them via optimisation & automation. * Managed relationships with vendors and external providers. * Collaborated with Delivery center leaders on IT strategy and emerging technologies (cloud) to identify the best solution to meet the customer's requirements. * Managed projects and improvement initiatives utilising best practice methodologies, resulting in on-time and budget delivery. Ensuring smooth transition of projects into production. * Conducted regular architecture reviews with business leaders to ensure all IT services continually evolved and remain aligned with the business demands. Show less

Project Manager

• Mar 2010 - Sep 2010

Directed a global Lotus Notes separation project which completed on time and budget.

Data Center Transformation Manager

• Mar 2006 - Mar 2010

Led the transformation team of 7 project managers. Ensuing the alignment to schedule & budget (2.5 million €), managing the risk mitigation plan, smooth transition into operations and leading monthly business project / program reviews.

Project Director

• Oct 2005 - Mar 2006

Provided regular training, consulting and mentoring to sales & delivery teams on “ITIL” best practice processes and Service Governance strategies.

Service Delivery Manager

• Mar 2005 - Sep 2005

Managed the relationship, communication and reporting with the client. Directed the transition of the UNIX workstation support from a 3rd party.

Global Support Manager

• Jan 2000 - Jun 2004

Accountable for the support, deployment and development of business critical, high availability UNIX systems accessed by over 10,000 Customer Service users worldwide.

European Support Manager

• May 1998 - Jan 2000

Consolidated the regional based systems into the global data centre located in the USA and introduced new ITIL based support model and standard processes supported by BMC Remedy.

European Support Team Leader

• Jan 1996 - Apr 1998

Consolidate the country-based systems into the European Regional data centre.

Re-Engineering Consultant

• Jan 1993 - Jan 1996

Application Development Consultant

• Sep 1991 - Jan 1993