Freelancer profile translated to English.

Description

Director of Information Systems and Telecom Operations, with over 20 years of experience in operations management, complex project management, and strategic contract steering.

My background has led me to manage complex and secure IT infrastructures – on-premises and cloud (AWS, GCP) – hosting critical systems such as Salesforce, SAP, and BSCS, in environments where performance, availability, and reliability are paramount.

With recognized leadership and strong managerial skills, I have successfully united multidisciplinary teams (+ 200 internal and external resources) around common objectives, led major organizational transformations, and obtained stakeholder buy-in, placing operational excellence and customer experience at the heart of my priorities.

During my last mission as an interim IT Production Director, I led a cross-functional program to stabilize the information system following the Salesforce deployment. By mobilizing the Commercial, Marketing, Customer Experience, and IT Engineering departments, we achieved measurable results:

- 60% reduction in customer complaints through improved system stability and optimized processes;

- Accelerated complaint processing time, from 30 days to 7 days;

- Significant increase in customer satisfaction and NPS.

Rigorous, results-oriented, and with a strong ability to structure, I naturally adopt a value-driven management approach, combining strategic vision with operational execution.

I remain at your disposal for a discussion to explore potential synergies with your mission.

Industry field of expertise

Languages

English
Fluent
French
Native or bilingual

Workplace preferences

Can work on-site

Toulouse (up to 50km), Paris (up to 50km), Lyon (up to 50km), Bordeaux (up to 50km), Marseille (up to 50km)

WANA CORPORATE
IT Production Director
TELECOMMUNICATIONS
October 2022 - Today (3 years and 9 months)
- Ensure the operation and maintenance of IT platforms and support for internal users (+ 1000 stakeholders) and customers (25 Million active customers)

- Steering of a TaskForce integrating Business Units (Commercial, Marketing, Customer Experience, IT Engineering, ...) to stabilize the operator's information system following the CRM migration to Sales Force. The TaskForce helped reduce complaint flow by 60%, shorten processing times to 7 days, and improve customer satisfaction rates.

- Management of incidents, problems, and changes in accordance with DEVOPS and ITIL best practices

- Management of the CI/CD pipeline for deploying software updates for customer journeys accessible on the Internet

- Securing the entire IT environment through rigorous implementation of ISO 27001 recommendations
AWS ITIL DevOps Customer Relationship Management (CRM) Digital Transformation
WANA CORPORATE
Director of Operations and Maintenance
TELECOMMUNICATIONS
March 2013 - Today (13 years and 5 months)
- Lead programs and projects for the deployment and stabilization of INWI's network and information system in accordance with quality requirements, while optimizing deployment budgets and deadlines

- Ensure the operation and maintenance of INWI's network (8000 sites, 50 points of presence, and 7 Data Centers) and information system while optimizing costs and improving the quality perceived by the customer

- Lead the department's teams (155 internal staff and 94 external consultants) to maintain INWI's information system and network (B2B and B2C) in operational condition and guarantee service quality for customers

- Manage the department's budget, optimization plans, productivity improvement, and ensure its execution (5 Million Euro CAPEX, 15 Million Euro OPEX)

- Support Sales and Marketing teams in responding to tenders

- Manage relationships with national (B2B and B2C) and international (Orange, ATT, ...) customers

- Implement dashboards for monitoring activity and improvement plans
Team Management IT and Telecom Operations Budget Management Business Unit Management Quality Management
WANA CORPORATE
Information System Manager for Prepaid and Postpaid Customers
TELECOMMUNICATIONS
August 2010 - March 2013 (2 years and 7 months)
- Lead the department's teams (12 people) and manage projects for the implementation of new offers, Marketing promotions, and evolution of the information system for prepaid and postpaid customers

- Steer integration activities between the prepaid and postpaid customer information system and the billing platforms, Data Analytics, CRM and billing platforms, Provisioning, Extranet, ESB, ...

- Develop and monitor the activity's master plan in accordance with the company's vision

- Ensure software and hardware evolutions for the various taxation and service platforms (voice servers, "USSD" text servers, SMS recharge servers, dealer recharge servers, ATM recharge servers, "VOUCHER" card recharge servers, ...)

- Operate and Manage INWI's administration and service platforms

- Manage the department's budget and ensure its execution (5 Million Euro)
Telecom Billing Software Development User Acceptance Testing Team Management Product Management