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T-Systems France
- SMC in Country Service Delivery Manager TUI France
ST DENIS
2007 - maintenant
The business area
Responsible to operate and look after our biggest and most valuable customers around the world. Support mobile and fixed voice, and data services around the world including complex WAN connections through SMC teams in UK
The role:
As SMC Service Manager for the UK I manage the performance of services to the client as agreed in the contract and ensure that the Service Levels are achieved. Responsible to manage communication with 3rd parties involved and act as single local point for escalations in the country. Direct report to the head of Service management located in UK.
The business
Ensure SLA’s are achieved and client expectations are met (or exceeded). Build close relationship with the local customer in France, comment the monthly reports to carry on with the monthly service reviews and work with the head of service delivery to control the P&L Coordinate all change activities within delivery units, Service Managers and Service desk and other stakeholders. Ensure communication out to the customer for any operational issues Manage 3rd parties involved in the delivery chain. Manage Escalations raised until clearance.
My customer :
Ensure well planned and timely service review with the local customer representatives Take ownership for customer escalations in the country and address any outstanding issue to the head of service delivery Follow up on service improvement plans issued during the face to face service review and track the actions plan until completion
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IBM
- Sales Administration Manager
Bois-Colombes
2004 - 2007
- Suivi et gestion du portefeuille clients grands comptes secteur Industrie
- Mise en place de procédures de satisfaction clients auprès des Ingénieurs d’Affaires
- Conception et mise en œuvre d’outils d’amélioration du suivi et de la productivité (audit qualité, répartition quotas …)
- Analyses & prévisions des ventes (Tableaux de bord), optimisation, reporting..
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EXODUS COMMUNICATION
- RESPONSABLE ADMINISTRATION DES VENTES
2000 - 2003
- Mise en place du service achat de matériel informatique à l’échelle nationale (prospection et évaluation des fournisseurs, négociation des conditions de prix, établissement des prix de vente, développement des relations de partenariat, établissement de contrats d’achat)
- Assistance technique auprès de l’équipe commerciale pour toutes les missions connexes à la vente (formation sur logiciel SIEBEL, élaboration et création de budgets, analyse des résultats de vente)
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ERICSSON SA
- RESPONSABLE ADMINISTRATION DES VENTES
MASSY
1997 - 2000
- Gestion d’un portefeuille de commandes clients « Grands Comptes »
- Négociation et gestion des quotas de production avec la SUEDE, suivi des opérations stratégiques avec les opérateurs
- Interface entre le transitaire, les usines et les clients
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COMPUTER ASSOCIATES
- Administrateur des Ventes
Puteaux
1992 - 1997
- Gestion des contrats internationaux et d’infogérance
- Calcul du taux de rentabilité des contrats et des commissions de la force de vente, facturation
