ELArabi BOUDDANE
Business Office : Project Manager, Alcatel-lucent Morocco
10 years experience in Telecoms & IT with at least 3 years experience in Service Delivery Management.
+ Contract Management: development and negotiation of budget agreements for customers Service Level
+ Project Management: track defined Operational Level Agreement against performance target; identify missed targets, request service improvement actions prepare reporting on Service Level achievement initiate and lead problem team for infrastructure related problems day to day client follow-up
+ Incident communication: Ensure Customer communication
+ Management of B2B contracts with OEM Third Party suppliers: Oracle/SUN, HP, ACME, IBR, CISCO,…
+ Cost Allocation Model: Implementation inside EMEA region to insure a Technical support Cost Follow Up.
+ Quality management & Process within Business Office organization EMEA TSO (Technical Support Organization).
+ Team Management
+ Product Management: creating a Product delivery package, Customer documentation, Intervention procedures
111 contacts2009 - 2011+Service Delivery Manager for : Maroc Telecom, Mauritel, Onatel & Telmob, Gabon Telecom & Libertis, Sotelma and WANA/INWI
• Maintenance contracts Implementation following the CIP Process (Contact implementation Process)
• Contract management: ensuring delivery of professional services as specified in the Service Level Agreements (SLA) with end customers; managing warranty terms and SLA according to the contractual scope.
Negotiating SLA exceptions / amendments.
• Financial control: managing cost of service contracts and ensuring target profitability through cost forecasting and business analysis (actual versus budget). Analysis of cost deviations, identifying potential budget breaking situations and designing containment measures to correct them: WBS, Business Review, Margin Improvement Plan, Cost follow-up, Contract Opportunities & Up-scope.
• Operational efficiency: Managing customer expectations and perception in order to secure customer satisfaction. Analysis of performance indicators and reporting according to SLAs. Conducting regular review meetings with customer and providing feedback about service performance, to internal and external stakeholders.
• Analysis of the installed base and monitor updates on EOS / EOL (End Of Support / End of Life)
• Crisis management: Coordinate response to incidences with high operational impact, creating and contingency plans and negotiating medium term with R&D and support Stakeholders
* Achievements: successfully managed to reduce service costs, increased KPI to high rates of lead time fulfillment. Highly increased customer satisfaction, based on commitment and understanding of customer’ business needs
* Keywords: contract management, SLA, performance, KPI, operational, process management, budget control, Business analysis, service review, reporting, customer service.
Back Office Support for Project Managers and MSM (Maintenance Service Manager) in the EMEA region: Creation of contracts and define support rules, training tools and process management contracts.
+ Managing the implementation of the Cost Allocation Model in the EMEA region: monitoring KPI Progress, and Warranty Analysis.
+ Associated Project Manager of the V2C migration project (Vega-CARES)within Europe Africa Middle East region: contracts Analysis, SLA definition(Service Level Agreement), planning, Migration Tests in collaboration with the GWC of Alcatel-Lucent, training of managers and creation of Customer communication records.
+ OEM Escalation Manager in EMEA for intelligent network products based on HP and SUN platforms: Defining the incidents escalation Process in collaboration with suppliers, support teams certification, training opportunities negotiation.
+ Software Engineer Java & Corba (16 months): XMC Project
• Creating a new module for managing different logs XMC NEs, Introduction of a new Communication Manager to manage a new Node E10 ATCA.
• E2E (End to End): Support the Test planning and execution, analysis and correction of bugs before Customer product delivery.
• XMC Initial Support level 1 for ALU customers.
+ Industrialization Product Manager: Network Management (2 Years):
• Formal management of the products structure: Defining a consistent naming and formalizing product formats NM, standardization and formalization of the structures of NM software products and procedures for encapsulation (software versions, 3PP…)
• Creating products delivery for projects.
• Generating the Client documentation and definition of procedures for site-based interventions in GEDI.
• Manager of Alcatel Incident Database: monitoring and managing customer issues.
+ Network and Systems Administrator (13 Month):
• Maintenance and System management: Installation, Migration and Security.
+ Development and Integration Engineer: Projects A1340 Alma Traffic, PCFS, TMNK-OSWS (4years)
• Development of new graphical interfaces for the functions TC (Traffic Control), MMW (Man Management Work) and OSR(Object Status Report).
• Integration and validation of new product releases PCFS (PC Front Channel).
• Evolutionary Maintenance (Application development) and corrective (Notice a problem customer) of software releases OSWS3.1, OSWS3.2, and OSWS3.3 OSWS3.4, TMNK
• Integration solutions and manufacturing of the product download releases on behalf of mobile clients and Alcatel's fixed.