yassir bennani

Responsible for leading IT service delivery operations within an international environment, ensuring service excellence, customer satisfaction and operational performance. Key Responsibilities Managing IT service delivery for more than 4,000 end users across HEC Paris, HEC Qatar and associated sites. Building strong customer relationships and leading Operational and Steering Committee meetings. Monitoring Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and overall service quality. Coordinating Service Desk, Field Support, technical specialists and external service providers. Managing major incidents, escalations and crisis situations to ensure business continuity. Producing operational dashboards and performance reports for senior management. Analysing service performance and implementing corrective, preventive and continuous improvement action plans. Promoting ITIL v4 best practices and driving a culture of operational excellence. Partnering with business stakeholders to align IT services with organisational objectives. Key Achievements Strengthened service quality and significantly enhanced customer satisfaction. Improved operational governance through KPI-driven performance management. Contributed to the optimisation of IT service processes and operational organisation. Built trusted relationships with customers, stakeholders and technical teams. Supported teams in achieving higher operational efficiency and continuous service improvement

Job Responsibilities: On EMEA Recruitment: o Managed over 200 recruitments across the EMEA, covering 12 languages in 8 years. o Expertise in sourcing and matching candidate profiles. o Tracking and reporting / knowledge base maintenance. o Rigorous monitoring of recruitment-related KPIs. o Client relationship management: needs analysis. o Conducting preliminary interviews with candidates. o Use of technological tools. o Negotiating job offers with candidates. On partnerships and Events: o Establishing partnerships with schools, universities, and professional organizations. o Identifying and selecting candidates for various positions. o Active participation in job fairs, forums, and recruitment events. On end-to-End Recruitment Process: o from sourcing to contract signing. o Tracking applications from opening to closing. o Supporting the Hiring manager through Onboarding. o Recruitment in line with the employer brand.

Job Responsibilities: Roles on service and Operations Management: o Management of contractual objectives: 85,000 customer accounts across 19 countries simultaneously. o Backlog management. o Team supervision according to ITIL practices. o Development and implementation of procedures. o Crisis cell management. o Coordination & supervision of Operations. o Operational team and change management. o Customer satisfaction maintained above 90% over 11 years. o Optimization of support processes. o Handling of Escalations (major incidents). o Management of (KPIs) and (SLAs). o Incident/request/complaint management. Roles on human resources management: o 74 direct reports simultaneously. o Mentoring and talent development. o Validation of sourced talent as team manager. o Knowledge base management & team training. o Management of multicultural teams. Roles on project management and support: o Project management; action plans and business improvement. o Level 1/2 technical support team management. o Incident and problem management. o Reporting editions. o ITSM tools such as ServiceNow, CaUsd, and Remedy. o Steering committee and operational committees.

Managed a team of 200 employees, ensuring smooth operations and high productivity. Assisted experienced employees in their daily tasks and problem-solving. Quickly adapted to various stakeholders and dynamic situations. Encouraged autonomy in team members for better efficiency in daily tasks. Oversaw payroll services for employees. Directed production and sales processes to meet organizational goals. Skills: Commerce · Microsoft PowerPoint · Team Management · Employee Relations · Data Analysis · Teamwork · Team Building · Summarizing · Project Delivery · Team Performance · Negotiation · Training · Microsoft Excel · Client Communication · IT Operations · Communication · Sales · Service Delivery · Performance Management · Customer Success · Strategic Communication · Presentations · Client Accounts

Oversaw the production process, ensuring operational efficiency and quality control. Managed a team of 400 employees, fostering collaboration and productivity. Assisted experienced employees with daily tasks and technical challenges. Organized work schedules by prioritizing tasks to meet expectations and deadlines. Implemented quality control measures to maintain high production standards. Skills: Commerce · Microsoft PowerPoint · Team Management · Employee Relations · Team Leadership · Teamwork · Summarizing · Project Delivery · Team Performance · Training · Microsoft Excel · Client Communication · IT Operations · Communication · Sales · Customer Success · Strategic Communication · Presentations · Client Accounts