Nicolas Bilek

Context:

Within an Account Operations Manager team, ensure the after-sales operational management of sector or regional clients with service quality monitoring.

Act as a central and privileged interface for clients for all operational matters during the exploitation phase, support them in the use of their services, provide advice, and ensure satisfaction and loyalty.

Achievements / Actions:

- Ensure the quality of after-sales service.

- Prepare and participate in Operational Committees.

- Ensure the production, analysis, and delivery of dashboards and service quality monitoring indicators.

- Analyze incidents and, to prevent recurrence, build and implement action plans. Where appropriate, propose evolutions of internal processes and update client deliverables impacted by modifications.

- Write incident reports and lessons learned (REX).

- Manage progress plans and problem-solving for operational issues.

- Manage N3 technical incident escalations for clients during business hours.

- Contribute to the negotiation of contractual penalties.

- Act as the interface with deployment, customer technical support, and customer relations teams on all aspects of network and service lifecycle.

- Guarantee the correct application of the contract (especially the application of SFR commitments and pricing conditions).

- Work with pre-sales, deployment, Technical Customer Relations (RCT), and Administrative Customer Relations (RCA) teams.

- Provide added value and expertise to the client on all change projects related to new solutions to be deployed.

- Contribute to monitoring client needs and advising them.

- Ensure internal communication.

- In collaboration with deployment entities, ensure that the deployed solution corresponds to the SFR offers subscribed by the client and that the repositories are updated.

- Analyze client network performance (traffic load and client network capacity) and propose technical optimizations and evolutions to improve service quality.

Context:

Within the Bouygues Telecom Entreprises (BTE) Directorate, the Operations and Projects Directorate (DOP) is involved in the entire customer lifecycle of fixed voice and data solutions.

The scope of application extends from deployment coordination, configuration, to commissioning at the client's site; as well as operational management and incident processing.

The transverse project manager role is within the PPO (Project Operations Coordination) team.

It consists, as part of the launch of new fixed solution offers, of managing projects end-to-end.

Achievements / Actions:

- Definition and drafting of project / DME characteristics, needs, and objectives.

- Project scoping to:

o Identify stakeholders, contacts, and actors.

o Identify the different workstreams to be carried out using an impact matrix.

o Draft and propose a project plan.

o Launch the project through a Kick-off.

- Facilitate working groups for each workstream.

- Identify technical and operational impacts (workflows, business processes, tool evolution, KPIs) on client deployment and operations.

- Facilitate workshops with business units to define or adapt workflows & processes.

- Define needs for tool evolution (with the tool's product owner).

- Synthesize and formalize an action plan for each workstream.

- Ensure the execution of actions and project documentation.

- Manage through project committees.

- Participate in Steering Committees (COPIL) and prepare decisions to be made.

- Drafting of project-related documentation:

o Opportunity study.

o Project plan.

o Risk management.

o Requirements.

o Project management deliverables.

- Management and organization of the acceptance testing phase.

- Drafting of test cases:

o Unit Tests.

o Integration Tests.

- Validation of the implemented solution against the needs defined in the specifications.

- Integration of the developed solution within the group's IS.

- Support for the homologation of DME / Project / RUN bug fixes.

- Coordination of DME / Project / Fixes production deployment.

- Coordination of various stakeholders.

- Deployment to development, testing, and production environments.

- Report on project progress (schedule, budget, risks, alerts).

- Consolidation of existing documentation and process assets:

o CUF - Functional Use Case

o Operating procedure

Context:

Within the Thales Group Services proximity teams, I held a project manager position, in direct contact with the various units of the Thales Group in France. Main project: migration of the W7 IT park to W10, as well as multiple small projects to improve existing hardware and software infrastructures.

Achievements / Actions:

- Project management (study, quote, monitoring, recruitment) for Service-Desk activities.

- Proximity support and system and network administration for Thales.

- Implementation of a Windows 10 update project for the entire Thales park.

- Organization of user batches by area and site.

- Ordering of equipment from the supplier.

- Communication to users and management.

- Scheduling of user appointments.

- Monitoring of updates.

- Writing of cases.

- Study of failure cases.

- Implementation of fixes and process improvement.

- Organization of training sessions.

- Management of proximity teams across all sites.

- Reporting and presentation of project progress.

- Preparation and facilitation of project committees and other working meetings.

- Drafting of documents necessary for project development:

- Pre-study report

- Functional and technical specifications

- Validation minutes

- Development of functional, technical, and unit test cases.