Shoaib Butt Mahmood

Project Department – MOA Project Manager

Objectives & Challenges:

Handling digital business topics (order funnel), dematerialization of payment methods, GDPR compliance. Project scoping, requirements gathering with organization of work sessions, IT/business co-design workshops, planning, sprint monitoring, change management support, business acceptance.

Results:

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New customer journey, order funnel, migration funnel, VIRTUAL CARD.

ITSM Department – MOA Consultant

Objectives & Challenges:

Business referent within the IT department's ITSM team for operational RUN monitoring:

Liaison with all group business domains (PRODUCTION, CUSTOMER RELATIONS, MERCHANDISING, FINANCE, MARKETING, and COMMERCE), facilitating Business/IT relations, operations monitoring, major incident management, problems, and continuous improvement processes for all information systems using the ITIL approach (Back Office, Salesforce, Front, DATA…),

Liaison with MCO (DevOps), N3 (Dev), PO, and INFRA for analysis and resolution of major production incidents.

Results:

RUN monitoring during weekly meetings on all group business areas: major topics and business processes,

Writing and tracking corrective or evolution PBI in Azure DevOps arising from incidents or improvements,

Providing measurement indicators and managing RUN activities, especially during PEAK SEASON.

Project Department – MOA Project Manager

Objectives & Challenges:

Dematerialization Team: handling evolution topics for production Back Office reliability on LUNCH CHECK card.

Projects Directorate: for the CADHOC product, implementing a new dematerialized support (100% digital):

Defining the customer journey with Marketing and modeling the mock-ups to be implemented on e-shops,

Creating a dedicated order funnel, with an authorization server (security and GDPR),

Managing relations with partners, especially external ones (authorization, transaction processing),

Integrating customer invoicing and reimbursement of consumed vouchers through existing channels,

Implementing and providing a user support service (change management) as well as VSR,

Business referent at the IT department for production incidents. Writing PBI for correction or evolution in Azure DevOps.

Results:

Dematerialized Lunch Check product: new ordering system, automatic renewal, year renewal.