Slimane El Hamel
IT Service Operations & Delivery Manager
Salaire / Taux journalier
Paris, France
Freelance, ouvert au CDI
Expertises
À propos
Introduction
Experienced and results-driven IT Service Delivery Manager with over 19 years of international expertise in IT and Telecom environments. Proven ability to lead end-to-end service operations, manage 24x7 NOC and Managed Services environments, and deliver high-quality support aligned with ITIL best practices. Skilled in overseeing critical IT infrastructure and business systems, with a strong focus on customer satisfaction, operational efficiency, and SLA compliance. Adept at leading cross-functional teams, managing vendor and third-party relationships, and aligning IT services with business needs through proactive service management and continuous improvement. Key Competencies & Specialties: -Service Delivery Management & Operations -ITIL V3 Service Lifecycle Management -Incident, Problem & Change Management -24x7 NOC Setup & Emergency Recovery Support -Vendor & Partner Management -Project Delivery & Transition Management -Budgeting, Billing & Cost Optimization -Customer Relationship Management -Team Leadership, Development & Retention Certifications: ITIL® V3 Service Manager Certified Strengths: -Strong customer focus and communication skills -Experience handling high-pressure environments and tight SLAs (e.g., 4-hour workaround windows) -Collaborative leadership across technical and business teams -Strategic thinker with a hands-on approach to problem-solving, crisis management, and service excellence
Expérience de travail
Service Delivery Manager
BAE Systems
nov. 2015 - Présent
11 ans
Paris, France
Lead the end-to-end delivery of managed services for key client accounts, ensuring alignment with SLAs, budgets, and governance frameworks. Act as the primary client contact, managing service performance, customer relationships, and financial oversight of contracts. Key Responsibilities: Manage service delivery across multiple accounts, maintaining SLA/KPI performance and client satisfaction. Lead service reviews, reporting, and escalation management for critical incidents. Oversee financial performance, billing, and third-party supplier coordination. Drive service improvement initiatives and support change and transition activities. Collaborate with Sales and Account teams on renewals, bids, and service expansion. Key Achievements: Maintained >99.9% service availability across supported platforms. Recovered underperforming contracts through targeted service improvement. Delivered services within budget, ensuring accurate cost tracking and billing. Identified upsell opportunities contributing to account growth. Skills & Tools: Service Delivery · SLA Management · ITIL v3 / v4 · Client Engagement · Managed Services · Financial Oversight · Vendor Management · Incident Response · 24/7 Support · Reporting · Change & Transition
Acision
août 2006 - oct. 2015
9 ans 3 mois
Paris, France
ITIL V3 Certified Service Delivery Manager
août 2006 - oct. 2015
9 ans 3 mois
Paris, France
SERVICE LEVEL MANAGEMENT > Proactively initiates actions to improve SLA and customer satisfaction ,Initiates any actions required to maintain or improve service levels Agreements,Organises and maintains the regular service level review process with both the customer and with internal support teams Produces regular reports on service performance and achievement to the customer and internally SALES EXPERIENCE > pre-sales consultancy, product & service offerings, Able to create new business opportunities, penetrate into new markets/customers and grow revenues from existing customer base closely involve to the incoming RFQ(Request For Quotation), providing the spefication related to the service management , Service Level Agreements (SLAs) and Key Performance Indicators working closely with account manager to develop business relationships , Ensuring renewal quotes are sent to Account executives,Managing the sales cycle including quotes, negotiating and close. Receive, approve the Tird Party invoice from procurement team to process the payments.Respond to inquiries and follow-up with customers and internal departments to renew Support prior to expiration Team Lead & Technical Support > Experienced in managing dispersed teams located in several countries,Strong cross-functional Team builder and mentor Participates in all discussions which consider Infrastructure and Application support changes and potential performance impacts accustomed to communicate with End Users to understand the issue reported and to guide the End User to a resolution PROJECT MANAGEMENT >Weekly co-ordination meetings with management( programmes and projects managers),Reviews deliverables prepared by project/Support team before passing to client,Provides assistance and advice for deployment projects Daily monitoring of activities, highlighting delays and advising recovery actions,Weekly measurement of all work carried out by project/Support team in each area of work in progress
Service Delivery Manager /Project Manager
août 2007 - juil. 2010
3 ans
Paris, France
=> Service Delivery & Project Manager dedicated to the major French telecoms operator Account(Bouygues Telecom). Performed end-to-end Service & Project Delivery Management supporting the SMS platforms used by 11 million French subscribers to send 100 million SMS messages per day. In charge to implement the Management service model at Bouygues Telecom organization ,The first vendor to successfully implement a Service Delivery model in Bouygues Telecom (prior to much larger vendors already dealing with Bouygues such as Ericsson, Nokia, Comverse etc.). => A reduction of 50% in the number of support incidents created since I started managing Bouygues => Managing local and remote teams ( 7 people) located in several countries (France, Italy, Czech republic) => Managing support contract and renewals for 25 live systems on a variety of OS platforms (Linux, HP, Windows, Solaris) involving a variety of 3rd party vendors (HP, Oracle, Sun, etc.) => Participation of pre-sales activities and providing technical assistance in deployment projects. => Focusing to improve Service Level Agreement performance and customer satisfaction.
Customers Services Representative /Support Engineer
Logica CMG Telecom Products
août 2006 - juil. 2007
1 an
=> Technical Coordinator for incidents, anomalies, projects and services related to the SMS Centers and Messaging Gateways. => Customers Services Representative & Support Engineer responsible for Large customer Accounts. => First point of escalation for the customer , Managing the transition of a project delivery through the Support Organisation. => Resolving SMSC issues including emergency incidents for the major French telecoms operators within agreed SLAs. => Deploying and integrating new SMSC systems at Orange France, => Monitoring SMSC platforms during the critical New Year’s Eve period => Part of 24/7 on-call rota
IT Network Administrator
ESBAT
janv. 2003 - mai 2006
3 ans 5 mois
Charged with installing, supporting, and maintaining servers or other computer systems, and planning for and responding to service outages and other problems. - Management of a network of 30 Windows workstations systems including OS upgrades, patches and hot fixes - Reviewing the existing IT infrastructure and suggesting alternative solutions in line with future business requirements - Setting-up and maintaining Disaster Recovery procedures - Designed, implemented and maintained LAN/WAN and Wireless Infrastructure at all Company locations. - Managed the security firewalls maintenance and upgrades. Maintained Cisco Switches and routers for all company locations. - Managed backup, network security, Remote Access Systems, Citrix Secure Gateway and Proxy systems. - Planned for the expansion of network and communication equipment’s and new network cabling structures. - Ensured that all company information is protected by developing and implementing appropriate security systems against unauthorized access. - Evaluated, recommended, implemented and maintained all telecommunication systems in the company. - Issued guidelines to customers and provides support on all e-mail, security, LAN and other related issues. - Providing remote access to network resources from home and permanently remote locations. - Part of 24/7 on-call rota
Deployment and Support Engineer
ALTEN
févr. 2000 - juil. 2002
2 ans 6 mois
-01/01 – 07/02 : EADS Administration & supervision of the telecommunications network ATHREIS dedicated to the French National Navy. -02/00 – 01/01 : MATRA NORTEL COMMUNICATION Network and system administrator of telecommunication networks inter-armies
Engineering validation test on the PABX
BOSH Telecom
sept. 1998 - déc. 1999
1 an 4 mois
Establishments of various functionalities in the software of the PABX I33x of BOSCH Telecom
Formation
ESIC/Point com institut - Ecole Supérieure d'Informatique et de Communication Paris 75014
1997 - 1998
2 ans