Service Delivery Manager

• Oct 2021 - Present

DaaS Service Operations Manager

• Sep 2018 - Mar 2021

The main role of the Service Operations Manager is to support the services delivery of a custom or DaaS deal. I'm supporting directly the global services delivery team, typically the ADMs, by managing all of the back end operational processes & metrics between HP & the customer as well as HP & our delivery partners. Focus on scheduling & reporting but not limited to this area. SOM will have multiple service delivery towers and depending on size, scope, & complexity of the deal the… Show more The main role of the Service Operations Manager is to support the services delivery of a custom or DaaS deal. I'm supporting directly the global services delivery team, typically the ADMs, by managing all of the back end operational processes & metrics between HP & the customer as well as HP & our delivery partners. Focus on scheduling & reporting but not limited to this area. SOM will have multiple service delivery towers and depending on size, scope, & complexity of the deal the project/program manager may cover multiple deals, one deal or even a few towers in one deal.

MPS Service Delivery Manager

• Mar 2013 - Aug 2018

- As a Remote SDM, I am the single point of contact for the assigned customers, managing changes, providing updated information to customer on new products and services. - Responsible for in- scope contracted services across all involved delivery chain and ensuring that performance goals and cost commitments are met. - Understanding the client environment and needs in terms of toner consumption, printers, MFPs and Software solutions. Targeting the value added service at the local… Show more - As a Remote SDM, I am the single point of contact for the assigned customers, managing changes, providing updated information to customer on new products and services. - Responsible for in- scope contracted services across all involved delivery chain and ensuring that performance goals and cost commitments are met. - Understanding the client environment and needs in terms of toner consumption, printers, MFPs and Software solutions. Targeting the value added service at the local, country, region and WW level to analyse delivery requirements, contribute to client’s strategic business plan reducing costs and create incremental revenue opportunities. Applied to TOP 35 EMEA and Global Deal customers. - Managing the day-to-day operations and assuming responsibilities for all deliverables. - Manages delivery of the contracted services to according to contractual SLA, End of Term tasks, and Change management. - Collaborating with the Pre-Sales teams, Delivery local and global teams, PMs, and external partners to deploy new fleets, ensure customer successful E2E service experience within contractual T & C. - Coordination between all relevant stakeholders: HP internal teams, and external partners. - Proactive escalation management. - Preparing, leading and managing customer operational reviews: monthly, quarterly, and/or annually. - Managing the Total Customer Experience and achieve customer satisfaction targets. - Responsible for P&L management of the accounts, handling and maintaining profitability. - Responsible for tracking and capturing data/metrics for both customers & Business organization.

Value Added Services Agent (MPS Customers)

• Aug 2010 - Feb 2013

- Monitor onsite requests for Value Added Service Team / Managed Print Services customers to ensure the smooth running of cases and respect of contractual terms. - Ensure the processing of applications by the due date & time stipulated in the contract according to customers’ priority. - Handling and managing exceptional requests received from ADM and/or different stakeholders involved in the treatment of the request. - Monitor the progress of single onsite to avoid multi… Show more - Monitor onsite requests for Value Added Service Team / Managed Print Services customers to ensure the smooth running of cases and respect of contractual terms. - Ensure the processing of applications by the due date & time stipulated in the contract according to customers’ priority. - Handling and managing exceptional requests received from ADM and/or different stakeholders involved in the treatment of the request. - Monitor the progress of single onsite to avoid multi visits and guarantee compliancy with SLAs and KPIs. - Following logistics delivery and onsite schedules/reschedules. - Handling logistic errors and treating requests of different onsite reschedules - Keeping customer and ADM informed about the ongoing status of actions. - Validation of KCI for resolution before closing, if not, continue with elevation process.

Customer Service Representative

• Oct 2009 - Jul 2010

- Answering customers, ADMs, and Remote people phone calls to log incidents, according to the specific instructions for each customer line (SMB / Major Account / Mission Critical / Guichet Unique customers). - Ensure the proper dispatch of requests to the right teams in accordance with the customer’s SLA, claimed issue, and criticity. Then, processing callbacks to track and follow up requests.

Customer Service Representative

• Oct 2008 - Sep 2009

- Sub-contractor agent for HEWLETT-PACKARD, handling incoming calls for support (value & volume HP products). - Sub-contractor agent for HEWLETT-PACKARD, handling incoming calls for support (value & volume HP products).

Financial Departement Assistante

• Dec 2007 - Jan 2008

Director Assistant Director Assistant

Technical Support Representative

• Oct 2005 - Nov 2007

L1 & L1.5 Technician troubleshooter L1 & L1.5 Technician troubleshooter

Director Assistant

• Feb 2001 - May 2005

Artistic creation agency, design and printing on any support. Artistic creation agency, design and printing on any support.