Romain J.

SERVICE MANAGER for M365 Collaboration Tools (Teams, OneDrive…), Entra ID, SharePoint, Softphony, and Skype within the End-User Experience division of CAGIP.

Responsible for the operational management, service quality, availability, and compliance of collaboration services in a banking environment demanding security, IT governance, and service continuity. Ensures service steering, customer satisfaction, coordination of internal and external stakeholders, and continuous process improvement.

Ensure operational support and maintenance (MCO) of collaboration tools, guarantee their availability and performance, monitor service quality through SLAs/KPIs, and manage service providers and support contracts.

Primary point of contact for customers for operational escalations, follow-up on user feedback, and facilitate communication between technical teams, business units, and partners.

Manage major incidents impacting collaboration services, coordinate technical task forces, communicate with stakeholders, and implement post-mortems and corrective action plans.

Ensure the application of ITIL processes: incident management (N2/N3 support), problem management (RCA and remediation), request management (service catalog), and change management (validation and presentation at CAB).

Ensure the transition of projects to operations, validate documentation, procedures, and support plans.

Optimize service processes and governance, lead continuous improvement actions, and contribute to the implementation of new tools.

Maintain operational relationships with Microsoft and its partners, manage publisher escalations, and track the Microsoft 365 solutions roadmap.

GTS groups all IT infrastructure resources of Société Générale and its subsidiaries.

• Product Owner of a Cisco / Verint contact center platform.

• Migration of an on-premises customer interaction solution (Cisco UCCE + Verint) to a new Cloud contact center (Odigo).

• Management of the migration of Cisco telephony (CUCM) to a Microsoft Skype collaboration solution.

• Tender for the dematerialization of the group's Fax services.

• Cross-functional project manager for numerous business projects, with a scope covering infrastructure and enterprise network services.

Consulting in omnichannel customer journey transformation, supporting the digitalization strategy of customer experience to transform it towards modern standards, with the objective of providing a high-quality customer experience.

• Management of the migration of OVH World's traditional telephone networks (15 countries) to a SIP Trunk solution.

• Management of the migration of regional "home made" contact centers to a single centralized solution, Cisco UCCE (Call Center, LiveChat, Chatbot) and NICE (Communication Recording).

• Participation in tenders/RFPs for the selection of a CSM (customer service management) solution.