Sana Lajili, IT Project Manager

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Industry field of expertise

Languages

Arabic
Native or bilingual
French
Native or bilingual
English
Native or bilingual

Workplace preferences

Can work on-site

Suresnes (up to 50km)

ITESOFT
Customer Support Manager
March 2024 - March 2025 (1 year)
Context: As part of a strategic mission to recover an OnPremises client portfolio, I led the implementation of a dedicated taskforce and proactively managed technical support to restore customer satisfaction and optimize operational processes.
DOMAIN:
◼ Deployment and management of a taskforce: Implementation of a dedicated support team to quickly address critical issues, leading to a backlog reduction in less than three months.
◼ Improvement of customer support performance: In coordination with technical teams, I reorganized incident management processes, resulting in improved SLA adherence and faster resolution of urgent requests.
◼ Proactive customer relationship management: I implemented regular follow-up with key clients, ensuring smooth communication and anticipating potential issues, which led to an increase in customer satisfaction.
◼ Cross-team collaboration: Working closely with R&D and sales teams to address specific client needs, developing tailored solutions and reducing response times.
◼ Knowledge and process capitalization: Improvement of documentation tools and updating knowledge bases, thereby facilitating customers' self-resolution and reducing recurring requests.
AKKODIS
Senior Project Manager
November 2022 - February 2024 (1 year and 3 months)
◼ Project leadership and management:
◼ Definition of project methodology: waterfall, Agile scrum/xp
◼ Management of commitments: resources, results, fixed price, service catalog...
◼ Definition of project governance
SOLLAN
Project Manager & Maintenance Manager
July 2019 - November 2022 (3 years and 4 months)
France
◼ Project management
◼ Client needs analysis & study of the context, challenges, and impacts of the project.
◼ Organization, implementation of project governance (Kickoff, Steering Committee, Project Committee, Strategy Committee...).
◼ Client interface for decisions related to costs and predefined scope

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Master
2006
Master
PRINCE2 Practitioner V6 Certificate Nuxeo Fundamentals Certificate M-Files Essentials Certificate, M-Files User Certificate, M-Files Business Administrator Certificate UIPath Business Analyst Certificate, UIPath Implementation Manager Certificate
PRINCE2 Practitioner V6 Certificate Nuxeo Fundamentals Certificate M-Files Essentials Certificate, M-Files User Certificate, M-Files Business Administrator Certificate UIPath Business Analyst Certificate, UIPath Implementation Manager Certificate

Check out Sana's education

Management Consultant