Jerome GAILLARD

Experience

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  Ville de Cannes

  Sept 2009 - Sept 2010

  System and Network administrator

  System production & DRP ProjectVMware & Windows System upgrade and managementIT System & Network support level 3

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  Devea Conseil

  Sept 2010 - Mar 2013

  IBM - IT Specialist & Customer Technical Leader

  Subject Matter Expert VMware for IBM. Manage Projects and Production of IBM customer account.IBM Service Line:Server Management DistributedBusiness Unit:IBM Global Technology Services - Strategic Outsourcing Delivery

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  IBM

  Mar 2013 - Apr 2017

  Responsible for the development and sales of IBM Infrastructures Services solutions. - Scope : Delegated deals and <10M€ Total Contract Value on Retail clients.- Using a combination of IBM and non-IBM offerings, services, labor, assets, hw & sw products Leading the creation of the value proposition, the solution and associated cost cases.- Responsible for the technical Statement of Work and accountable for the overall technical solution as the success of the engagement.- Working in conjunction with the larger pursuit team (Sales, HR, Delivery, Pricing and Risk)IBM Service Line:GTS SolutionsBusiness Unit:IBM Global Technology Services Infrastructure Services Show less IBM Certified Service Availability Manager Subject Matter Expert. (SAM is the new IBM Service Delivery Manager job role)Functional management for outsourcing projects & production of IBM customer account.Work with account leadership, customer and technical Europe teams to drive service availability.- Provide integrated management and coordination of Incident Management, Problem Management, Change Management, and Availability Management processes.- Interface directly with customers to understand pain points and improve services delivery.- Optimize the availability of IT infrastructure, systems, and services to meet the commitments IBM has made to its clients in a cost-effective manner.- Deliver an Enhanced Recovery Model for resolution of Major Incidents of complexity or long duration- Deep technical skillset and knowledge of customer environment. Bridge gaps between delivery teams and drive rapid recovery during incidents- Manage Continuous Improvement Plan & Management System on important account.IBM Service Line:Service ManagementBusiness Unit:IBM Global Technology Services Infrastructure Services Show less

  • Solution Manager

    Nov 2016 - Apr 2017

  • Service Availability Manager

    Apr 2014 - Oct 2016

  • IBM - Customer Technical Leader

    Mar 2013 - Mar 2014
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  Amadeus

  May 2017 - now

  Manager of SDS France Team (20 people). Our mission for IT Infrastructure and Workplace areas:Contribute to local and global projects and programsManage all IT activities delivery on site along the Run executionEntertain third partners and providers‘ relationship to meet service catalogue policiesBuild the needed framework to deliver aligning the resources capacity planManage the complexity of driving the projects delivery tasks combined with the daily run and support activitiesMonitor the global support delivery model adding a value to the end userImplement global processes thru cross functional lines for criticality purposeEnsure a good quality of performance applying continuous improvement Govern, enable and foster Changes coordination ensuring business continuityEnhance and foster communication to key stakeholdersDWS – Digital Workplace ServicesDigital Transformation Services (DTS) Show less

  • Manager - France Hub Service Delivery & Support

    Jun 2021 - now

  • Manager - Nice Service Delivery & Support

    Nov 2018 - May 2021

  • Global Infrastructure Tower Lead

    May 2017 - Oct 2018