Soufiane Bouchouachi

EXPERIENCE Fujitsu Technology Solutions Jan 2017 – Feb 2021 | Łódź    Service Delivery Manager Field of Expertise: Field Engineering, Supply chain management, Logistics, Order Management. (Jun 2020 – Feb 2021)  Soufiane Bouchouachi Service Delivery Manager Making timely, correct decisions that are based on facts. Having a ‘can do’ attitude and a willingness to work hard to achieve company goals. An ability to learn from failures and mistakes. Areas of Expertise    Service Delivery Management Process Improvement Project Management Manages service delivery to customer in order to deliver contracted service commitments & continual service improvements  Accountable for forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash.  Actively owns service risks, controls service costs & improves productivity in order to increase profitability & continually improve cost effectiveness.  In conjunction with the customer identifies & defines requirements for new services. Ensures such services are professionally introduced & accepted into service.  Owns the continual improvement of Service Delivery standards & practices.  Proactively, Identifies opportunities for new business and account growth. Works independently, or with the Service Delivery Team or Delivery Executive, to develop new business within the account, where appropriate, leading on new business such as renewals.  The planning, implementation, control, review and audit of service provision, to meet customer business requirements.  Owning Third party management (28 suppliers across 38 countries)  The overall financial management, control and stewardship of the IT assets used in the provision of IT services, ensuring compliance with all governance and regulatory requirements. The overall management and control of the operation of formal contracts between own organization and supplier(s), for supply of products and services.  Effectively managing multiple orders to ensure that they are delivered on time, within budget and to the Clients satisfaction.  Providing guidance to subordinates on company goals and policy.  Monitoring staff to ensure the prompt resolution to all client queries. Interim Transition Manager Email :-Address : Mieszkalna 53/16 Łódź Service Process Controller (Sep 2017 – Nov 2018)         Works within a team supporting Agents regarding procedural queries Provides internal training and takes ownership around queries Develops an understanding of the customers’ environment and service delivery requirements Follows established processes and recommends improvements to these as appropriate Takes ownership for listening to and understanding the customer’s problem Uses relevant information to diagnose and to resolve or enable resolution in a timely manner Escalates issues as necessary to deliver required SLA Acts as an effective and helpful member of the team, demonstrating initiative Service Desk Agent (Jan 2017– August 2017)         Capita Customer Solutions      Determine and define project scope and objectives Predict resources needed to reach objectives and manage resources in an effective and efficient manner Prepare budget based on scope of work and resource requirements Track project costs in order to meet budget Develop and manage a detailed project schedule and work plan Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress Manage contracts with vendors and suppliers by assigning tasks and communicating expected deliverables Utilize industry best practices, techniques, and standards throughout entire project execution Monitor progress and make adjustments as needed Measure project performance to identify areas for improvement Jun 2015 – Dec 2016 | Łódź Customer Operations Specialist (Jun 2015– Dec 2016)        SOCIAL https://www.linkedin.com/in/soufianebouchouachi-680237a5/ LICENCE Providing a single point of contact for users Dealing with the management of both routine and non- routine Incidents, Problems and Requests Provision of 1st line support for incidents logged in Service-Now in accordance with the procedures Perform 1st line diagnosis and resolution, if possible Applications support (MS Office, SM9, Citrix, Windows 7) Helpdesk Mailbox Coordination (mailbox management, preparation of daily and monthly reports) Preparing monthly and daily reports ITIL awareness     Phone : (-  (March 2020 – May 2020)  CONTACT ME      SLAs to highlight inconsistencies and guide the development of remediation activities Coordinating a day-to-day execution of IT processes Identifying, implementing and improving changes to IT processes Ensuring ITIL standards and procedures are being followed Assist with the planning and delivery of services Matrix management Escalation management Service reviews with SIAM suppliers Design and maintain the SIAM processes and procedures Establishing of measures and targets to improve IT process effectiveness and efficiency  ITIL Service Process Lead (Request Fulfilment and Service Catalogue Management) (Dec 2018 – Feb 2020)   Driving license cat. B  Maintaining accurate costing models to reflect the standards of service and the cost of provision of services Formulating and managing service level processes and procedures to ensure SLAs, OLAs are developed and administered in a consistent manner Analyzing and reporting on performance against    Customer service in English and French Customer service in English and French Responsible for inbound calls relating to client's product i.e. answering all customer queries relating to the product Operating client's database system to set up new customer accounts or update existing accounts as necessary Processing client/customer queries Providing administrative support for the Contact Centre (general administrative duties, invoicing, processing, data entry) Dealing in a professional manner with all clients/customers Manage client SLA's Working to tight deadlines Ensuring positive image/first impression EDUCATION SKILLS MS Office University of Constantine - Algeria-| Łódź Jira/Atlassian, ServiceNow, SAP, LANGUAGES French : Fluent English: Fluent Arabic : Fluent Polish: Basic Bachelor's degree – Translation & Interpretation (Arabic – English – French) University of Łódź-| Łódź INTERESTS Chess, Reading, Masters Studies (Studies Paused) – English Philology I consent to the processing of my personal data for the purpose of recruitment in accordance with art. 6 sec. 1 lit. a of the Regulation of the European Parliament and of the Council (EU) 2016/679 of 27 April 2016 on the protection of individuals with regard to the processing of personal data an d on the free movement of such data, and repealing Directive 95/46 / EC (general regulation on data protection ) ".