Chifaa Lamyaa
Service Delivery Manager
Salaire / Taux journalier
Freelance, ouvert au CDI
Expertises
Langues
À propos
Introduction
Seasoned Senior Service Delivery Manager with over 10 years of progressive experience in IT service management across global consulting powerhouses and major financial institutions including BNP Paribas, Capgemini, and MEGA International. Certified ITIL V3 & V4 practitioner, I specialize in end-to-end IT service governance: from incident & problem management to change orchestration, SLA/KPI reporting, and CMDB governance. I manage complex, multi-stakeholder environments with a consistent focus on operational continuity and continuous improvement. My career progression from Knowledge Manager → Change Manager Team Lead → Service Delivery Manager — gives me a 360° perspective on IT operations, making me equally effective in strategic governance and hands-on delivery.
Expérience de travail
Senior Service Delivery Manager -IM/PM
BNP Paribas
sept. 2023 - Présent
3 ans 2 mois
69340 Francheville, France
– Production environment 300 applications – 24/7 RUN Supervision APS support ensuring 100% service continuity and effective major incident management in a critical banking environment. – Problem Management Implemented and optimised problem processes, reducing incident recurrences by 20% and reinforcing operational stability. – SLA/KPI Governance Tracked MTTR, MTBF, SLA, QoS with strategic reporting to senior stakeholders. – Proactive Risk Management Led post-mortem/REX analysis, built action plans, and supervised quality reports across teams. – International Coordination Animated governance committees across France, India, and Portugal with strategic improvement recommendations. – Process Harmonisation Interfaced with Group Process Owners to align practices, escalate pain points, and standardise RCA/incident quality.
Service Delivery Manager
MEGA International
août 2022 - août 2023
1 an 1 mois
Casablanca-Settat, Maroc
– Direct client liaison and cross-functional team coordination (support, dev, infrastructure) ensuring smooth, high-quality delivery. – Weekly/monthly operational reviews with KPI dashboards and performance reporting for international banking clients. – SLA/KPI compliance monitoring and contractual service level adherence SOC 2 standards. – Single point of contact for incident escalations, coordinating resolution with technical teams. – Change management ownership risk evaluation, CAB facilitation, client communication. – Budget and deadline management for client evolution requests.
Capgemini
août 2016 - juil. 2022
6 ans
Casablanca, Maroc
Service Delivery Manager
janv. 2020 - juil. 2022
2 ans 7 mois
Casablanca, Maroc
– Facilitated steering and operational technical committees with clients across 6 major enterprise accounts. – Service contract compliance, weekly/monthly operational reporting, and incident cell coordination. – Change management resource management, impact/risk evaluation, client communication. – Build-to-RUN transition management for new projects. – Budget planning and resource allocation oversight aligned with client SLAs.
Process Manager Change
déc. 2018 - janv. 2020
1 an 2 mois
Casablanca, Maroc
– Led the change management team, managing end-to-end change requests from creation to post-implementation review. – Chaired CAB, PreCAB, and eCAB governance committees ensuring risk-assessed, controlled deployments. – Industrialised change processes and contributed to KPI definition and calculation methods. – CMDB governance and configuration management process backup ownership. – Knowledge transfer to change managers and change orchestrators.
Knowledge Manager
août 2016 - déc. 2018
2 ans 5 mois
Casablanca, Maroc
– Maintained and optimised the centralised knowledge base (procedures, guides, FAQ) improving team autonomy and resolution speed. – Knowledge creation, authentication, approval workflows and quality reporting. – Configured the "Virtual Agent" bot knowledge base and developed Capgemini intranet for Global Service Desk. – Ticketing process optimisation trend and quality analysis using ServiceNow. – Team upskilling and capability development programmes.
Agent service distant
oct. 2015 - août 2016
11 mois
Conseiller technique
Phone Group
déc. 2014 - sept. 2015
10 mois
Trainee
Société Marocaine des Tabacs
mai 2014 - sept. 2014
5 mois
Âïn-Harrouda, Maroc
– Migrated core switching infrastructure from a CISCO platform to HP, ensuring zero production downtime during transition. – Optimised the LAN network architecture by implementing redundant paths and failover mechanisms to eliminate single points of failure. – Strengthened network security across all connected equipment and components. – Improved transmission speed and overall network performance.
Formation
Université de Bretagne Occidentale
Master's degree, Management des systèmes d'informations et de télécommunication
2014 - 2014
1 mois
estem
ingenieur, reseau et telecom, Mise en réseau de systèmes informatiques et télécommunications
2012 - 2014
2 ans 1 mois
Eureulec
Diplôme Européen Supérieur, Informatique (DEESINF)
2012 - 2013
1 an 1 mois
Eurelec
licence professionelle, informatiques et reseaux
2012 - 2013
1 an 1 mois
Ecole Marocaine des Sciences de l'ingénieur
réseau et telecom, réseau et telecom
2010 - 2012
2 ans 1 mois
Licences et certifications
Cisco certified CCNA
Délivré le : –
ITIL V3
Délivré le : –
PRINCE2 Foundation
Délivré le : –
Az-900
Délivré le : –
ITIL v4
Délivré le : –