Véronique Mansfeld

Serves as the customer advocate within the maintenance process. Demonstrates ownership and accountability for all maintenance processes (including but not limited to Trouble Management and Resolution, Communication, Project Management, Corporate Strategies Support and Business Directions, Performance Reports and Data Analysis) on behalf of the customer. Crosses organizational boundaries and overcomes traditional hierarchical structures by commanding and committing resources to respond to and resolve any and all maintenance issues. The CRM has a direct impact on customer satisfaction, revenue generation/protection and promotes and protects brand identity.

Key aspects of my role involve; • Frequent communications (verbal, written, face to face) with the customer, at all levels up to CIO as well as to all levels internally. • Business Escalation Point • The ability to deliver against the Service Management Promise (Value-add, Ownership, Innovate, Communicate, Educate) • Regular stewardship reviews to discuss maintenance, provisioning and billing aspects. • Awareness and ownership of customers service performance and experience • Develop and drive service improvement action plans. Monitoring of conformance to Service Levels • Expert knowledge of operational support, delivery and billing models in place • Expectation management • Report facilitator and presenter of key messages to customers • Change Management relating to customer MACDs • Improving customer’s service experience and contributing to Revenue Acceleration by identifying opportunities for redundancy/upgrades and back up services. • Ability to work under pressure and when required outside business hours. • Proactive approach to avoid issues and risks. • Establishing a deep and comprehensive knowledge of your customers business, understanding how AT&T services deliver value supporting the customers key business drivers. • Understand your customers network to enable fact based decision-making by yourself and the organisation during problem management. (this bullet has been shortened) • Development of Customer Engagement plans to expand customer contact network, to enhance business presence and understanding of opportunities (experience improvement, solution development). • Governance Management – establish, maintain and manage the stewardship (Operational, Managerial and Executive) & governance model per client. • Office based but with ability to travel with overnight stays at short notice.

The Service Manager (SM) ensures that AT&T products and services are supported to operational contractual commitments and service level agreements, on behalf of designated global strategic MNC’s. The SM has overall ownership of the Customer Service Experience (customer satisfaction) and builds relationships of trust and integrity with designated customers by demonstrating a comprehensive understanding both of the customer’s business requirements and the AT&T products and services that are used to support these requirements. The SM also builds similar relationships within AT&T and other service provider groups to ensure that people within these groups understand and respond to SM requirements. Globally, Service Management is moving towards a Consultative Practice supported by SoCS for Service Management (Science of Consultative Selling) methodologies.

Gestion d’un projet d’infrastructure concernant la délocalisation de 70 serveurs Clients NT et AIX comprenant l’étude de faisabilité, l'estimation des charges, le pilotage du projet, la coordination et planification de l'avancement du projet ainsi que la gestion économique du projet et des ressources de développement. Gestion et suivi du projet Offre IBM MailFax comprenant l’hébergement, l’exploitation et l’administration de serveurs Fax ‘multi’ plate-formes et mutualisés sous Windows NT ainsi que la connexion à un réseau de communication Fax international. Gestion et suivi complète du projet Y2K, pour le passage des serveurs clients en l’an 2000. Gestion et suivi du projet Wincenter concernant l’installation de nouveaux serveurs ‘Terminal Server’ sur plusieurs sites. Gestion et suivi du projet Saint-Gobain concernant la reprise du pilotage par IBM des serveurs NT et AIX du client.

Etude technique, élaboration de l'architecture réseau, réalisation de documents techniques et mise en œuvre d'une solution adaptée aux besoins d'un client pour l'infogérance ou la mise aux normes de ses systèmes distribués. (Netware, Windows NT, Lotus Notes Domino…).