Freelancer profile translated to English.
Back to original languageAbout Karima
What I like? Transversal roles that combine technical and functional aspects.
What will I bring to your service? Techno-functional skills, a strong taste for challenges, rapid skill development, and good interpersonal skills, all seasoned with a generous dose of commitment and ambition.
I have been ITIL4 Foundation certified since July 2022.
French
Native or bilingual
English
Fluent
Arabic
Native or bilingual
Can work on-site
Paris (up to 30km)
Experience
- Geodis GroupeTeam Lead IT Support Finance & TreasuryTRANSPORTATIONJuly 2022 - Today (3 years and 11 months)Levallois-Perret, France- Management of a global L2/L3 support team (5 internal employees, 6 offshore in India) for 6 business applications and 2 ERPs (Anael & Dynamics AX), used in over 60 countries.- Development of operational strategies to reduce resolution times, improve communication with stakeholders, and optimize costs.- Leading continuous improvement initiatives and support process optimization.- Production of key deliverables: work procedures (SOP, WI), application maps, KPI dashboards, PIR/RCA reports, knowledge base.- Definition and monitoring of KPIs, SLAs, and OLAs to ensure service quality.- Management of major P1/P2 incidents and associated user communications.- Design and improvement of the ServiceNow service catalog.- Management of business escalations and improvement projects involving cross-functional teams: build, application managers, infrastructure, support, business units.- Coordination of external audits and ensuring regulatory compliance.
- IzilooService Delivery Project ManagerE-COMMERCEJuly 2018 - Today (7 years and 11 months)Île-de-France, France- Business Plan development.- Service offering development.- Ensuring SLA compliance.- Product sourcing.- Negotiation with suppliers (goods, resources, and IT services).- Customer relationship management.- Incident and change management.- Website and services lifecycle management.
- Société GénéraleService Delivery ManagerBANKING AND INSURANCEOctober 2017 - December 2017 (2 months)57590 Fonteny, France- Qualification and technical validation of simple (LAN) and complex (WAN) connection requests.- Improvement of customer relations by providing technical support to clients.- Monitoring and coordination of request processing.- Management of various entities until request fulfillment.- End-to-end testing and validation of changes.- Management and monitoring of DIAG (failed connections after implementation).- Improvement of existing processes (simple connection management).- Implementation of new processes (complex connection management).- Training and support of the team on complex connections.
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Education
- Master in Economics and Innovation Management, Knowledge Management and InnovationPierre and Marie Curie University (Paris VI)2012Master Economie et management de l'innovation, Management des connaissances et innovation
- Master in Networks and Telecommunications, Computer SciencePierre and Marie Curie University (Paris VI)2011Master Réseaux et Télécommunications, Informatique
Certifications
- ITIL4 FoundationSkills4all
- ITIL4 FoundationSkills4all2022
Skill set (41)
Categories
- Other