Ahmed Boudjenane

Context: As part of a major new outsourcing contract, my mission was to ensure the management of service production and compliance with contractual commitments. As SDM, I had overall functional responsibility for monitoring the provider: TMA and evolutions, application support, application and infrastructure operations. Missions: Implementation of performance indicators and dashboards to monitor and ensure the quality of services rendered. Development and implementation of business indicators focused on user experience. Coordination of technical and functional teams to ensure rapid resolution of incidents and problems. Active participation in steering committees with the client to ensure satisfaction and loyalty. Management of budgets and resources to optimize costs and improve contract profitability. Implementation of continuous improvements and action plans to ensure service evolution and sustainability. Management of a team of 6 people responsible for service production. Results: 20% reduction in major incidents through better change and deployment management. Implementation of a business continuity plan to ensure service availability in case of disaster. Participation in the implementation of a new monitoring solution to improve early incident detection and team responsiveness. 15% increase in customer satisfaction following the implementation of an action plan and reporting evaluating service quality.

Project management of a transformation project

Context:

As part of a major new outsourcing contract, my mission was to bring

the new outsourcer (subsidiary of the group) up to the best market standards.

This translates, among other things, into the definition and implementation of a

delivery and governance model to ensure control and quality of IT services.

Missions:

- Project management, definition of milestones, project resource management, budget management

- Definition of processes and performance indicators to ensure monitoring and continuous improvement of IT services

- Definition and implementation of target IT and business governance

Implementation of a steering committee to share progress and decisions with sponsors (business and project steering committee)

- Support for teams in adopting new processes and tools to ensure the success of the transformation

- Implementation of a communication plan to inform and involve all stakeholders in the transformation

- Contribution to the implementation of the outsourcing contract (documentation, SLA, reporting, and governance)

Results:

- Significant reduction in the volume and processing time of incidents

- Implementation of governance, SLAs, and contractual reporting

- Deployment of ITIL processes (change, incidents, problem, requests)

- Implementation of a crisis and escalation management process

- 20% reduction in operational costs through optimization of resources, processes, implementation of automation, and lean management

- Increase in business satisfaction measured by interviews and questionnaires

Context: As part of the replacement of the water billing application, my mission consisted of planning the decommissioning of the historical application and implementing a data archiving solution. Missions: Responsible for planning and executing the progressive decommissioning of the historical application. Coordination of the various teams involved in the project to ensure a smooth transition. Implementation of a data archiving solution compliant with regulations (retention period and GDPR) and meeting identified business needs (tax audits, litigation management, etc.). Organization of workshops with users and legal departments to ensure their needs were taken into account. Results: 2-year roadmap shared and validated by all stakeholders. Progressive reduction of operational costs for the historical application. Implementation of the data archiving solution on Google Cloud Platform associated with Looker Studio for data visualization (validated with users through a POC). Successful migration of all data to the new archiving solution without loss or alteration. External audit successfully completed, demonstrating the compliance of the archiving solution with regulatory standards (data integrity and GDPR). Training of end-users on the use of the new archiving solution.