Blaise Trioux

Experience

• 

  IBM

  Apr 2014 - Sept 2021

  Service Availability Manager
• 

  Kyndryl

  Sept 2021 - Jul 2023

  Service Delivery Manager

  Service Delivery Manager is responsible of the overhaul of the support / service provided to the customer. He is the main contact between customer and the company, works actively on all topics of the BAU, (IPC, DRP)He analyses the performances and the gaps and works in order to improve the service. He has a global knowledge of the scope, he works actively with technical teams involved in the BAU activity and coordonates their actions.SDM leads projects : activity of project management, definition of needs, action plan elaboration, coordination with project technical teams SDM is responsable of the SLA as defined by the contract (RCA activity).SDM maintain the global customer satisfaction by ensuring the offer is optimised, works with marketing team and finance team in order to stay alert of the last offers / opportunities and communicate to customer. He ensures the security is maintained on the infra : Patching, Health check activity coordinated with technical team in charge of different devices (servers, appplications, antivirus, security update - mandatory).Constant Weekly and Monthly department reviews internal and external (with technical teams and with customer). Show less

• 

  Diebold Nixdorf

  Nov 2023 - now

  Service Manager