Lycée Faidherbe de Lille

Ecole centrale de Nantes

Operations Manager of Professional Services at OVHcloud

Lille, Hauts-de-France, France

Operations Manager of Professional Services- Lead a team of 6 Technical Account Managers (TAM)- Participate in the Professional Services management team to achieve company goals- Assess risks and provide escalation management when necessary- Establish TAM performance and development plans- Implement processes between Sales, Pre-sales and Support- Implement and conduct satisfaction survey evaluating TAM performance- Conduct interviews and make hiring decisionsCustomer Success Manager for Key Partner Account- Establish close collaborative ties between key accounts and various departments of the company- Oversee the integration of new infrastructures and new services of major customers per their business needs- Monitoring of key accounts (support ticket follow-ups, activities, growth, capacity management, new requirements)- Establish and review dashboards of key performance indicators (service level agreements, service availability)- Facilitate customer operational monitoring committees- Contribute to improving customer processes (Incident, Problem, Change Management)- Manage major incidents with the support staff, administrators and development teams

OVHcloud

Operations Manager of Professional Services

- Implementation of processes for the development of new software solutions based on Sharepoint Language- Development of the partnership with Thales Romania development team- Project Management using Agile methodology

Thales

Project Management Officer

- Management of a client portfolio in the Outsourcing, Infrastructure and Cybersecurity department• Bid management on Cloud and Infrastructure RFP • Consulting mission on housing strategy for digital transformation• Infrastructure project management on software platform upgrade

IT Program Manager, Team Manager

- Team Manager : in charge of a team of 10 engineers • Transition Manager following the signature of a new contract : progression planned from a Expertise Centre to a Service Centre. Implementation of KPI/SLA, finalisation of Quality Assurance Plan, implementation of a service catalog and full review of committees.• Management of Network and Security Expertise Centre and of an Openstack Cloud team.• Single Point of Contact for the client• In charge of the RUN phase (changes, incidents, crisis) and the BUILD phase (projects and workload schedule) on the two perimeters• Committees : Operation, Steering and Strategy committees• Implementation of weekly reporting and dashboards• Operational and strategic management of the teams (10 engineers, 2 project managers, 1 team leader, 2 contractors)• Monthly billing review• Involvement in the recruitment process to strengthen the team.

Company profile : E-Business and IT outsourcing. Private, public and hybrid cloud. DataCenter management, evolution and consolidation. Hosting/Infrastructure/SI managementApril 2014 – Present: Senior service delivery manager on key account (Portfolio over 5M€), team manager• Team manager : in charge of a team of 5 worldwide Service Managers • Definition, implementation and ownership of various processes such as billing review, service catalog definition and maintenance policy.• Ownership of the billing of the Run activities.• Ownership of service catalog updates.• SLA Negotiation.• Internal coordination with the Presales, Operations, Technical teams in order to align on the client needs • Preparation and presentation of Business Reviews for the Run activities.• Preparation and attendance of internal strategic meeting and adaptation of strategy to client’s vision.• New service offer definition with the Sales Team.• High level Steering Committees. Oct 2013 – March 2014: Experienced service delivery manager on key account (Portfolio over 5M€)• Operations and Service delivery on Information System Department (DataCenter and infrastructure layer) and various Business Units• Key point of contact for all operational topic for the ISD and BU• Operation manager for the DataCenter and the infrastructure layer• Monthly Steering, Security and Operational Committees preparation and presentation   - KPI and SLA review for the ISD and BU  - Operational data  - Budget review  - Future and ongoing project reporting  - Client satisfaction and improvement plan• Change, Incident and Problem Management according to ITIL (certified in 2014)• Involvement in big Infrastructure and DataCenter Build projects

LINKBYNET

IT Key Account Service Manager, Team Manager

- In charge of product development : Design and release of interior plastic part on the new Ford Everest.• Key point of contact for the suppliers of all manufacturing plants (Thailand, China and Argentina)• Cost management for all the interior plastic parts for all the manufacturing plants, collaborating with the finance department.• Mechanical conception of 3 plastic parts, collaborating with the design studio• Project timing plan definition and management• Management of the interface with all surrounding parts, working with other departments.Fulfilled objectives : Conception of 3 plastic parts and definition of all technical characteristics. Respect of all technical requirement and constraints. Objectives exceeded for tooling and part cost. Timing plan defined until start of production

Ford Motor Company

D&R Project Manager (Design & Release)

- Coordination of all cost reduction activities for the Vehicle Interior department. • Key point of contact for all engineers and supervisors in the department to ensure an efficient communication within the Asia-Pacific area.• Implementation of brainstorming sessions to determinate new cost reduction ideas for all Ford Vehicles manufactured in the Asia-Pacific area. • Coordination and management of all technical cost reduction for the interior of the new Ford Ranger in order to align on initial cost objectives.Fulfilled objectives : 2011 technical cost reduction exceeded. Cost of the new Ford Ranger realigned on the initial objective for the interior. Implementation of new tools to improve the follow up and the update of the cost reduction projects.

TVM Project Manager (Team Value Management)

Electrical Power Components service.• In charge of relationship between PSA and the supplier, communication in english• In charge of the mechanical conception and modifications of the part.• Creation and implementation of the internal and supplier validation plan.• Collaboration with the quality department to implement the quality standards in the production plant.• Definition of the after-sales strategy for the analysis and replacement of faulty parts.• Planification of the next steps of the project with the consultation of new suppliers.Fulfilled objectives : milestones reached with tight deadlines. Improvement of mechanical conception while respecting the system constraints. Validation plan defined, implemented and completed. Resolution of all quality problems which happened during the development phase. Integration of the part in the Stop&Start system. Consultation of new suppliers.

PSA Peugeot Citroën

In charge of product development of innovating electronical part for the Stop&Start system in PSA

8 months mission in PSA Peugeot Citroën in the Electrical Power Components service.• In charge of all quality indicators for alternators and starters.• Implementation of quality action plans to improve those indicators.• In charge of product development for batteries.Fulfilled objectives : identification of quality problems and improvement of the existing tools and indicators. Implementation of an alert system within the PSA group to gather informations on some issues. Product development for batterie and validation plan created.

ALTEN

Junior Contractor

5 month mission in PSA Peugeot Citroën in the Emission, Performance, Consumption and Heat Science service.• Realization and follow up on performance and consumption tests for competition vehicles.• Analysis of results and report creationFulfilled objectives : Analysis of the competition made on 6 vehicles. Use of bench test and learning of emission and consumption standards.

- Quality engineer amongst the supplier quality service : quality crisis management, key point of contact for the Française de Mécanique plant.Fulfilled objective : Quality control and analysis of engine parts. Quality crisis management : implementation of short-term and long-term solutions.

Travail de Fin d’Etudes

- Key point of contact for all quality matters for BMW-Mini plant located in UKFulfilled objectives : creation of a simplification tool for all quality communication between Française de Mécanique and BMW plant. Familiarization with industrial production environment and quality crisis management : implementation of short-term and long-term solutions.

Maxime Castelain