Flex Manager
21219 interim professionals
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IT Service Manager with Project Management experience - Fren

IT Service Manager with Project Management experience - Fren

Work Experience

2011 – July 2012
Strategic Alliances Account Manager EMEA
Oracle Corporation
Responsible for maintaining cost control and quality business relationship with OEM Partner Accounts in EMEA while facilitating End Of Service Live of OEM products.

2004 – 2011
EMEA Business Partner Manager
Sun Microsystems Enterprise Support Services
Responsible for the deployment of Partner Account Management methodology in EMEA.
Activities
-Direct Management of Key OEM Partner Accounts.
-Conduct regular Service Level reviews with local country Partner Managers to ensure that customer satisfaction and business objectives are being met.
-Negotiate any changes to the Service Level Agreement for any proposed new or developing services.
-Oversees any process or technology changes impacting or involving the Partner Account. Ensures changes are successfully completed.
-Generate and present business appropriate information to drive organizational initiatives, promote process effectiveness and improve customer satisfaction.
-Project lead to the outsourcing of Java Enterprise Services to Rabat, Morocco.

2004 – 2006
Service Partner Manager
Sun Microsystems Enterprise Support Services
Responsible for the partner management of EDS helpdesk in Mumbai (150 support engineers servicing 40.000 Sun employees) and Twenty4Help (StarOffice technical support of internal and external Sun customers).
Activities
-Deployment and Supervision of Customer Service Level Agreements.
-Analysis and Control of Key Performance Indicators (KPI).
-Incident and Escalation Management.
-Service Process Management.

2002 – 2004
Service Integration Manager
Sun Microsystems EMEA Resolution Centre
Core team member of Sun internal helpdesk offshoring project to Mumbai, India.
Activities
-Creation of Request for Proposal.
-Selection of partners and participation to bidding event.
-Creation and negotiation of Statement of Work.
-Implementation of tools and processes necessary to the service delivery management of the new partner.
1997 – 2002
Resource Manager Tier 1
Sun Microsystems EMEA Resolution Centre
Responsible for frontline technical support of Sun internal employees in EMEA.
Activities
-Built and managed frontline technical support team.
-Creation and standardisation of helpdesk frontline processes.
-Project lead for the outsourcing of call intake to partner in South Africa.

1995 – 1997
Customer Advocate
Hewlett Packard European Customer Support Centre
Responsible for resolving class technical issues or excessive financial liabilities issues, which could not be resolved by primary support process and may require a commercial solution.

1992 – 1995
Assistance Officer
ACTA Automobile Club Touring Assistance Lyon, France
Responsible for organising technical and medical assistance of Automobile Association members travelling in France.
-Training and supervising of temporary staff.

Education

1989 – 1992
Business studies Marketing & International trading
ISEG Institut Supérieur Européen de Gestion Lyon, France
Master European Federation of Schools

1985 – 1988
Economics
Université Lumière Lyon 3, France
Degree

Skills

Six Sigma Green Belt
Prince 2 foundation certification
ITIL foundation certification


Languages

French: native
English: fluent and literate
Dutch: fluent


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