Sofia CHTAIBI

– Responsible of managing all digital applications for municipalities and end-customers, including customer relationship platforms, B2C & B2Gov portals, public websites, and commercial CRM. – Oversaw a team of 3 Product Owners and offshore development and support teams located in India (Accenture), Mauritius, and Morocco (Capgemini). – Accountable for the entire digital customer IT portfolio: roadmap, budget management, project scoping, delivery governance (build & run). – Designed and delivered innovative and reliable digital solutions aligned with SAUR's international expansion strategy. – Implemented organizational models and delivery processes ensuring efficiency and high service quality. – Supported strategic initiatives such as the 'Billing 2030' vision.

– Led worldwide IT Service Management (ITSM) for Corporate & Institutional Banking (CIB), managing 4 regional managers (EMEA, APAC, AMER, Mumbai) and 37 staff globally. – Centralized requirements around ITSM tools (ServiceNow), supervised platform evolution, and ensured support and maintenance. – Defined annual budgets, monitored costs, and contributed to group-wide cost optimization. – Defined KPIs, monitored performance, and ensured regulatory compliance. – Directed migration of CIB ServiceNow to Group ServiceNow, including change management and adoption. – Acted as single point of contact (SPOC) between business needs and technical teams to maintain a fully operational ServiceNow platform. – Coordinated global stakeholders, managed releases across DEV/UAT/PROD, and led continuous training and process updates.

– Managed multi-site integration teams (Toulouse, Lyon, Nanterre) of DevOps consultants for ICAM applications. – Oversaw daily operations, task dispatching, backlog prioritization, and ensured smooth delivery from development to production. – Acted as Product Owner, defining scope, refining backlog, and aligning roadmap with business priorities. – Deployed new application versions across environments via Jenkins CI/CD. – Ensured operational reliability, high availability, and continuous improvement through automation. – Coordinated stakeholders including business teams, developers, MOE, and vendors.

– Managed implementation of SEPA Instant Payment services with a team of 20, ensuring delivery within strict deadlines. – Coordinated selection of software solutions, technical deployments, and regulatory compliance. – Led committees, produced specifications, and managed stakeholder alignment. – Oversaw performance testing, code audits, and security assessments. – Delivered technical and operational documentation (installation guides, resilience plans, exploitation dossiers).

– Directed IT and MOA projects (budgets €500K-2M) with scope definition, scheduling, and resource management. – Supervised technical deployments in architecture, security, databases, middleware, and telecom. – Coordinated stakeholders (MOA, MOE, Production) ensuring delivery on time and within budget. – Applied BNP governance standards, promoting virtualization and asset compliance.

– Delivered L3 application support and integration for Société Générale Securities Services. – Coordinated production deployments, documented procedures, and trained offshore teams in Bangalore. – Improved production reliability, integrated new applications, and optimized delivery scripts and monitoring.

– Provided 24/7 L2 support for the new payment services platform. – Handled incident management, vendor relations, and customer reporting. – Supervised mass migration and deployment of 500 ATMs per month. – Automated recurring tasks and ensured business continuity through backup and disaster recovery planning.