Salahetddine SABIK
Customer Service Director, Orange Business Services
35RennesBretagne - France
PROFILE
• Hierarchical and functional team Management in a multicultural environment,
• Customer and business oriented with a continuous focus on service excellence and business growth,
• Excellent communication and presentation skills,
• Ability to manage customer relationship in a large accounts International context,
• Team player with a strong positive attitude,
• Capacity to mobilise, animate, motivate partners on major projects,
• Fast learner and ability to quickly adapt to a new working environment,
• Ability to work under pressure, crisis manager authority,
• A significant customer experience of both IT and Network environment.
110 contactsDepuis 2008
IT Outsourcing contract – 80 applications hosted
• Manage the customer service managers in charge of the overall accountability for the Quality of solutions delivered to the customer,
• In charge of the global governance based on contractual and performance committees,
• Measure service delivered versus defined Service Level Agreements with penalties negotiation based on the contract,
• Ensure operational excellence in service management (KPIs),
• Develop and maintain strong relationships with customer and internal delivery organizations maintaining an environment that contributes to project success,
• Work with the presales and sales team for new services proposals (delivery, helpdesk, SLA). Identify selling opportunities,
• Implementation of ITIL Process, problem management,
• Ensure services profitability and accuracy in billing,
• Participate in global projects for quality improvements,
• Assist the ABU Director to define part of the new contract, regarding operational topics, which leads to setup a joint venture between GDF-SUEZ and ORANGE.
Produits et services télécom - Internet
Expérience professionnelle
2003 - 2008CAPGEMINI worldwide Network Outsourcing contract – 5000 sites
• Manage, as team leader, customer service managers located in the customer different countries (India, US, Spain, Italy, UK, etc.),
• First point of contact on a daily basis ensuring all requirements are met & exceeded,
• Accountable for the customer contract respect and the overall quality of service (SLA, penalties), weekly meetings,
• Responsible of the global governance in relation with the customer regional CIOs, monthly steering committees,
• Define and setup processes to improve productivity level and service deliver quality,
• Coordinate internal and customer teams for critical migrations or changes,
• Develop business through extra consultancy sales (60K€/year),
• Escalation point in case of major network issues in support of regional CSMs.
High Tech
2003 - 2008Large international IT customers: Philips, MGE-UPS and MSC (Mediterranean Shipping Inc.)
• Overall responsibility for the Quality of Service provided to the multinational customers after the implementation,
• High knowledge on Equant/Global One products and services (Messaging, Hosting and Security),
• Involved in the monthly CIOs committees to share the operational position,
• Responsible to setup and deliver the contractual monthly Quality & SLA reports,
• Lead Major projects with customer and internal technical teams.
High Tech
Ancien élève de
Hobbies
• Sport: Tennis , Squash , Jogging and Handball ,
• Apple Addict , NTIC ,
• Cooking and Music.
