Tarek Ben Rhouma

Operational referent for multi-site and multi-client large account environments, with a central role in operational coordination, service quality, and team performance.

Working in demanding contexts with high operational criticality, involving service continuity, priority management, and cross-functional coordination.

Responsibilities:

• Operational management and coordination of field activities

• Management of critical situations and support for incident resolution

• Cross-functional coordination (teams, management, HR, clients)

• Monitoring of operational performance and service indicators

• Structuring practices and continuous improvement

• Skill development and team support up to operational autonomy

• Facilitation of operational workshops and process improvement

Results:

• Improvement of service quality and operational performance

• Reduction of exploitation-related incidents

• Strengthening of team reliability in critical environments

• Improvement of operational coordination and field responsiveness

Service Delivery Manager responsible for the operational management of IT services in cloud and production environments, with strong stakes in availability, service continuity, and operational performance.

Responsible for RUN and global activity coordination, I act as a central point of contact between technical teams, business units, and providers in critical and multi-actor environments.

Responsibilities:

• Operational management of IT services and supervision of RUN activities

• Coordination of infrastructure, cloud, production, and provider teams

• Management of major incidents, escalations, and prioritization of actions

• Monitoring of SLAs/KPIs, operational reporting, and stakeholder communication

• Structuring and continuous improvement of ITSM processes (ITIL)

• Interface between business needs and IT teams

• Contribution to the stability, availability, and service quality of critical environments

• Participation in cloud architecture, performance, and cost optimization (FinOps) discussions

Cloud & Architecture Contributions:

• Comparative analysis of cloud providers and infrastructure cost modeling

• Contribution to multi-provider FinOps optimization strategies

• Participation in defining high availability and disaster recovery architectures

• Analysis of performance, latency, and resilience issues in distributed environments

Results:

• Improvement of service quality and user satisfaction

• Enhanced availability and continuity of IT services

• Optimization of operational coordination and team responsiveness

• Contribution to the stabilization of production environments

• Contribution to the performance/cost optimization of cloud environments

Environment:

Cloud • IT Production • ITSM (ITIL) • RUN • FinOps • Multi-provider environments