J B.

🔹 Strategic Program Execution | 🔹 Outsourcing & Vendor Management | 🔹 Process Optimization As Director of Service Delivery at CGI, I lead the end-to-end consulting delivery function, ensuring client satisfaction, operational excellence, and sustained business growth. My role involves a strategic mix of client relationship management, innovation enablement, and financial oversight. Key Responsibilities: 🧩 Client Partnership: Foster strong, trust-based relationships with key clients by deeply understanding their business priorities and aligning CGI’s service portfolio to support their strategic goals. 📈 Delivery Excellence: Ensure high-quality project delivery through regular quality reviews, process optimization, and the adoption of best-in-class practices across engagements. 🚀 Innovation Leadership: Drive service evolution by integrating emerging trends such as smart services and AI-driven consulting into our delivery model, keeping CGI ahead of industry shifts. 💰 Financial Oversight: Manage budgets, forecasts, and profitability for the delivery organization, ensuring sustainable growth and efficient resource utilization. 📊 Executive Reporting: Provide clear and consistent reporting to senior leadership on project delivery status, financial health, and strategic KPIs.

🔹 Strategic Program Execution | 🔹 Outsourcing & Vendor Management | 🔹 Process Optimization As a senior leader overseeing IT service delivery and large-scale outsourcing operations, I ensure performance, compliance, and innovation in service management, while aligning IT with business strategy. Key Responsibilities & Achievements: 🤝 Process Governance: Collaborated with senior management to define and enforce core operational processes, creating a process- and data-driven organizational model. 🔄 Business Process Optimization: Led systematic improvements through the definition of key workflows and integration of best practices in BPM (Business Process Management). 🌍 Global Outsourcing Management: Operationally managed a large outsourcing contract with 150+ offshore FTEs in India (€30M budget), ensuring delivery excellence and cost efficiency. 📊 Performance & Financial Reporting: Monitored and analyzed operational and financial KPIs, regularly reporting outcomes and progress to executive leadership. 🧠 Program Delivery & Stakeholder Alignment: Delivered on program objectives by anticipating risks, solving issues proactively, and influencing internal/external stakeholders. 📚 Service Management: Maintained and evolved the IT service catalog, updated CMDB assets, and optimized workload and resource allocation. 🔐 IT Governance & Communication: Defined metrics for program success (including cybersecurity and obsolescence), reporting to steering committees and external stakeholders. 📝 Contract Management: Contributed to the development and negotiation of IT contracts (RFI, RFQ, RFP) in partnership with procurement and legal teams. 🧩 Executive Communication: Synthesized complex projects into clear executive summaries for director-level decision-making bodies.

🔹 Production Excellence | 🔹 Project Portfolio Oversight | 🔹 Offshore Coordination In this role, I ensure the stability, compliance, and performance of production environments by closely coordinating with project stakeholders and offshore delivery teams. I drive operational efficiency and ensure that production aligns with business and IT strategy. Key Responsibilities: 🛠️ Production Operations: Ensure seamless execution of production activities in collaboration with project managers and technical teams. ⚙️ Activity Coordination: Oversee recurring operational processes, optimizing workloads and ensuring resource efficiency. 📁 Compliance & Auditability: Guarantee that the domain’s project portfolio adheres to standards and is auditable, reducing risk and enhancing transparency. 📌 Project Lifecycle Involvement: Actively contribute to key project phases to ensure operational readiness and ease of application management. ✅ Quality Assurance: Review and validate deliverables from project teams, ensuring alignment with production expectations. 📊 Operational Reporting: Consolidate and communicate key metrics and performance indicators related to production activities. 💬 IT Advisory Role: Serve as a trusted advisor to the IT Production organization, providing guidance on technical and organizational topics. 🧭 Support to Application Owners: Assist application managers in aligning their system evolution with overall production strategy and governance. 🌐 Outsourcing Management: Operationally manage offshore teams in India and Morocco, ensuring results-driven delivery and adherence to SLAs.

🔹 SLA & Capacity Management | 🔹 Incident & Operations Oversight | 🔹 Team Leadership & Workforce Planning In this role, I oversee the coordination and execution of operational service delivery across Allianz business units, ensuring alignment between IT services and business needs through proactive planning, resource management, and continuous improvement. Key Responsibilities: 📅 Request Planning: Develop and manage the planning of incoming requests from multiple internal teams, aligning priorities with resource availability. ⏱️ SLA Monitoring & Capacity Management: Ensure adherence to Service Level Agreements (SLAs) while balancing team capacity against evolving demand. 🔄 Operations Monitoring & Billing: Oversee RUN activities and manage monthly billing cycles, ensuring accuracy and transparency. 🚨 Incident Management: Handle incidents via ServiceNow, coordinate resolution efforts, and participate in crisis meetings to maintain service continuity. 👥 Team Leadership: Lead all aspects of team management — recruitment, workforce planning, performance reviews, and continuous skills development.

🔹 M&A Integration | 🔹 Regulatory Compliance (PCI DSS) | 🔹 Governance & Budget Oversight Led strategic transformation initiatives related to mergers and acquisitions in the banking sector, ensuring project alignment with regulatory standards, operational continuity, and financial integrity across multiple business entities. Key Responsibilities: 🔁 M&A Project Coordination: Oversaw and aligned all transformation projects related to mergers & acquisitions, ensuring consistency across programs and integration streams. ✅ Regulatory Compliance: Validated all project and system changes in compliance with PCI DSS standards, supporting secure banking operations. ⚠️ Incident & SLA Management: Managed incidents using ITSMC, maintaining SLA commitments and ensuring swift resolution with minimal business impact. 🏛️ Governance Implementation: Defined and enforced project governance frameworks to secure structured execution and clear accountability. 💶 Budget & Invoicing Oversight: Monitored project budgets and ensured accurate invoicing across business branches and stakeholders. 🌱 Team Development: Led skill development programs, conducted performance evaluations, and promoted continuous improvement within the team.

🔹 Full-Stack Development | 🔹 AMO Fixed-Price Contract | 🔹 Infrastructure Delivery Application Contributed to the design, development, and testing of a critical infrastructure ordering and delivery application within the scope of an Application Maintenance Outsourcing (AMO) contract for Orange. Key Responsibilities: 🛠️ Designed and developed application features as part of a full-stack team, ensuring compliance with fixed-price AMO delivery commitments. 🧪 Participated in integration and functional testing phases using Selenium, ensuring robustness and quality of deliverables. 🧩 Collaborated with cross-functional teams to align development with infrastructure requirements and delivery timelines. Technologies Used: Java, Spring, Struts, Hibernate, jQuery, Maven, Ant, Jonas, Sonar, Selenium, Eclipse

🔹 Web Application Development | 🔹 Data Visualization | 🔹 CMMS Integration Contributed to the development of a multiservice web portal, including a CMMS module, and led the design of interfaces to display real-time statistics from multiple integrated web services. Key Responsibilities: 🌐 Developed and maintained core features of a web portal offering maintenance and operational services. 📊 Designed and implemented dynamic dashboards to visualize data aggregated from various RESTful services. 🔗 Participated in backend integration using Apache Camel and ensured smooth data flow between services. Technologies Used: Java, Resthub, RestHubJs, Apache Camel

🔹 Speech Recognition | 🔹 Genesys 8.0 | 🔹 Nuance OSR & NR9.0 Led a pilot project for voice recognition aimed at enhancing the package management service through intelligent speech interaction capabilities. Key Responsibilities: 🧪 Executed a pilot project integrating voice recognition into logistics operations, focusing on service efficiency and automation. 🖥️ Installed and configured the Genesys 8.0 platform in single-tenant mode for contact center voice services. 🔊 Deployed and integrated Nuance OSR 3.0 and Nuance Recognizer 9.0 (NR9.0) engines along with Nuance dialogue modules to enable natural speech interaction.