About Geneviève
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French
Native or bilingual
English
Conversational
Experience
- Groupe INTERWAYIT Service Delivery ManagerTECHSeptember 2017 - Today (8 years and 9 months)Vitrolles, FranceMANAGE STRATEGIC & SME ACCOUNT CONTRACTSService Contract Management (MCO & Projects) :↪ TotalEnergies, Amazon France, Bouygues Telecom, Conforama↪ Obornes (Ortec), Bimedia (Orisha), Rémy Cointreau, Groupe Maurin,
- Lead steering committees and client strategic committees
- Budget monitoring and optimization for contracts
Coordination & Quality- Transversal coordination between internal teams (logistics, management, desk, L2/L3 support)
- Guarantee of contractual service quality
- Development of continuous improvement plans and corrective actions
Reporting & Analysis :- Production of activity dashboards and reports
- Proactive analysis of incidents and trends
- Identification and reporting of anomalies to Management
Crisis Management & Processes :- Implementation of After-Sales Service, PROJECT, IMAC processes
- Management of critical incidents and business recovery plans
- Communication on impacts and resolution times
- Groupe INTERWAYIncident ManagerTECHMarch 2015 - September 2017 (2 years and 6 months)Vitrolles, FranceENSURE SERVICE QUALITY AND DEADLINE COMPLIANCE :Incident Management & Prioritization :
- Daily monitoring of incidents respecting contractual deadlines (SLA)
- Prioritization and escalation based on business criticality
- Crisis management during major incidents
Coordination & Communication :- Transversal coordination between teams (management, logistics, technical support)
- Proactive communication with business and technical teams
- Management of resolution with information on impact and deadlines
Analysis & Continuous Improvement :- Incident activity reporting and dashboards
- Proactive analysis of trends and recurring incidents
- Proposals for corrective actions and implementation of action plans
Quality Management :- Early detection of systemic problems
- Contribution to the improvement of operational processes
- MICRO BOUTIQUEIT Manager & Business Development for Support ServicesTECHApril 2012 - October 2013 (1 year and 6 months)Vitrolles, FranceManagement & Coordination :
- Management of IT and office automation technical teams
- Operational support for teams during peak loads
- Project and production coordination
Internal IT :- Management of internal IT infrastructure
- Management of internal IT projects
- Responsibility for production and operational maintenance
Commercial Development & New Business :- Creation and implementation of an IT services BU (IT and office automation maintenance services)
- Expansion of the scope of activity (multi-service copiers & Fax → global IT services)
- Management of SME client projects
Versatility: Dual Role :- business development + technical management
- Client and technical team interface
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Education
- Training on UNIX and LINUX systemsENI Informatique2003Formation sur systèmes UNIX et LINUX
- ITIL V3 Foundation CertificationM2i2018Certification ITIL V3 Fondation
Skill set
Categories
- Other