France
Jan 2022 -> Deputy Head of Customer Service @ DOCAPOSTE Trust & Sign - France June 2016 - Dec 2021 - Head of Customers Success Managers - IDEMIA - France Having a dedicated worldwide customers-oriented role, I’m the main point of contact and escalation for our major customers, I manage a team of Operations Service Managers to ensure our Customers contracts commitments for all our applications we deploy and support in production for Banking, Insurance, Telecoms customers digital businesses Dec 2012- May 2016: Head of Solutions Support & Maintenance - OBERTHUR TECHNOLOGIES - France • Leads customers management • Leads steering committees for major customers • Ensures contracts commitments • Support level 1 & 2 teams set up contribution - 24*7*365 days customers support services • Manages incidents, changes and emergencies follow-up and coordination • Reports contractual SLA and KPIs to the customer • Reports to internal BU, sales and RUN management • Builds support offers (pre-sales) • Supports both managed services and in-house deployments • Manages RUN services portfolio based on ITIL best practices 2011-2012 Care Program Manager & Project Manager for Telecom Operator – NOKIA SIEMENS NETWORKS - France • Customer Interface Management for Radio, Core & Services Platforms Networks • Responsible for Customer Maintenance Contract – Annual budget of 10M€ • Responsible for Help Desk&Trouble Tickets, Emergency, Hard Ware Repair Services • In charge of Budget and Margin set up and follow-up • Project Management for Customer • Operational Team Management • Customers Emergency Management during working and non-working hours (France & Europe Customers) • Pre-Sales support - Contribution to New Commercial Offers Buildings 2003-2010 Radio Access Engineers Service Manager – NOKIA & NOKIA SIEMENS NETWORKS - France & North Africa 2001 - 2002: Radio Access Team Leader – NOKIA NETWORKS France & North Africa 1997 - 2000: Radio Access Engineer - NOKIA NETWORKS France
Operations Service Managers have a Customer-orientated role in Global Operations, which consists in managing the contractual agreement and relation between IDEMIA Digital Solutions and its Customers (Domains of Identity & Security, Banking & Insurance, Mobile Operators, Connected Objects...)for all system components, both in hosted (our Data Centers) and in-house deployments.
I am in charge of Global Support and Maintenance Service for all Mobile Money, NFC and OTA Solutions deployed for our worldwide Customers (Telecom MNO, Banks, Transport companies,..)
1997 - 2000: Radio Access Engineer - NOKIA NETWORKS France