Olivier Paintendre

Experience

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  Cyntergy France

  Jan 2000 - Jan 2001

  Formateur / PMS Trainer
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  HELPLINE

  Jan 2005 - Jan 2006

  • Support N3

    Jan 2005 - Jan 2006

  • Support N3

    Jan 2005 - Jan 2006

  • Support N3

    Jan 2005 - Jan 2006

  • Support N3

    Jan 2005 - Jan 2006
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  OSIATIS

  Feb 2008 - Apr 2011

  Service Desk Supervisor

  In charge of the Service Desk Management for McDonald’s restaurants (630 restaurants in France) on a software/hardware level.Direct Management of 20 Support Analysts and 15 Field Engineers .In charge of the daily/weekly/monthly reporting and the preparation of weekly and monthly meetings (technical meetings and monthly SLA reconciliation).Incident manager (analyzing problems and finding solutions)Following the day to day activity (phone calls/emails/ticketing)Increasing the quality of the service on a day to day basis through ITIL process (procedures, training, Individual evaluations)Project follow-up (opening of new restaurants, implementation of new tools & software, customer training, implementing new standards according to IT Headquarters decisions. Show less

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  Intrinsec

  Apr 2011 - Nov 2012

  Head of the Customer Support Department

  Management : Effective Management of 1st & 2nd Line Support Functions, ensuring All Tasks are Logged & Tracked within the Helpdesk System and appropriate qualitative standards achieved.Planning and setting team goalsReview team and ensure roles and responsibilities are clearly defined, improve and develop skills of the team by means of training and coaching.Review, update and implement robust support processes based on ITIL best practices to ensure that a high quality of service is provided to all usersReporting : Setting up daily/weekly/monthly reporting (internally & to key customers).Monitoring progress on key improvement initiatives.Monitoring and reporting on response times, fault resolution ratesEnforcement of parameters of SLA’s, warranties, maintenance and contractual agreements reached with suppliersInfrastructure & Change Management :- Monitoring Local Infrastructure (Network LAN & WAN, Telecom solutions, monitoring tools)- Defining and accompanying customers in their infrastructure evolution (Migration from Windows XP to Windows 7, Migration from Office XP to Office 2007/2010 for Michelin Group, deployment of desktop virtualization solutions (Vmware, Citrix) for Monte Paschi Bank, definition of desktop masters and new standards Customer on boarding :In charge of customer weekly technical committee (analyze of the activity, trends and results for each major retailer).In charge of customer reporting (monthly results, trends & projects follow-up)Customer Projects on boarding (definition of the needs, implementation of ITIL standards)Results : Growth of the number of clients (10 to 34 in 20 months) & the Department Revenue (More than 200 %) Actually around 1.3 M€/yearRecruitment and management of 20 Engineers & Helpdesk AnalystKeeping Department’s result beyond the SLA and KPI for each contractIncreasing the perimeter and Team skills on a daily basis Show less

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  Trace One

  Dec 2012 - Jul 2013

  Southern Europe Customer Support Manager

  Southern Europe Customer Support Manager Traceone – Paris – December 2012 to July 2013In charge of the Customer Support for Traceone e-collaborative solutions for 7 countries.Direct Management : 10 Support Engineers Reporting : Daily/Weekly/Monthly reporting with Monthly & Quarterly review and presentation to the Comex Infrastructure & Change Management :- Monitoring of the local Infrastructure - Defining and accompanying customers in their infrastructure evolutions.- In lead on global projects (Migration to VOIP solutions, Implementation of new ITSM : chat, forum, FAQ, interactive customer experience improvements)- In charge of setting up transverse process within the company to increase efficiency and communication with key customers.- In lead on projects to set up transverse process within other Support Offices (Boston/London/Hong Kong) to increase efficiency of the service (go-live process / backlog management / tools / weekly and monthly group reporting).Customer on boarding :In charge of customer weekly technical committee In charge of customer reporting (monthly results, trends & projects follow-up)Customer Projects on boarding (definition of the needs with IT dpts, implementation of ITIL standards)Results : Restoring customer confidence in Traceone Solutions and Customer Support (no lost call operations from 30 to 5 % of lost calls, crisis process setup, backlog management, new customers communication channels, renewal of all major key customers, projects follow up, improvements on infrastructure monitoring, Audit of key customers IT infrastructure to improve customer experience) Keeping Department’s result beyond the SLA and KPI for each contractIncreasing the perimeter and Team skills on a daily basis Show less

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  DORMA

  Oct 2013 - May 2016

  Service Delivery Manager Northern & Eastern Europe

  Management of the NEE Service Delivery Team (6 Analysts based all over NEE + local partners)Act as Single Point of Contact for all topics related to IT all over NEE (11 countries – 1100 users)Local responsibilities:French IT Manager :- Day to day management of the local IT organization (Organization - Results - Management – Recruitment – Reviews and objectives)- Project Management (Service Delivery/Infrastructure/Business Applications) - Contract Management/ Negotiations / Relationship with local & global partners- In charge of local IT Budgets (Hardware/Software/Projects)- Hardware/Software Lifecycle Management (IT replacement plans/Landline & Mobile telephony contract negociation & Implementation)- Business onboardingGlobal responsibilities:- In charge of NEE Service Delivery Team (Organization - Results - Management – Recruitment –Reviews and objectives)- Ensure High level of standards are achieved and developed within the organization. - Part of the NEE IT Management Team (Reporting to the Area Finance Director)- Management of 3rd party companies and local partners - Member of the Global Service Delivery Council- Area CAB Member & Facilitator - Act as SPOC between Area and Group IT services- Ensure High Level of standard are in place - Ensure customer satisfaction (using customer survey)- Global & local communication to the end users - Reporting on IT activity to the Board (local & Area)Project leader on International Projects :- In charge of local (Countries/Area NEE) and global (Group IT/Worldwide) projects (related to IT & Business): ITSM (Global IT Tool Implementation) – Service Contact Center implementation (UK) – CRM/ERP – Business onboarding – Global Standard process definition & implementation – Definition of SLA’s / Dashboard / Reporting on Area Level . Show less

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  Consultant Independant

  Apr 2016 - Feb 2017

  Senior Consultant in Digital Transformation

  Senior Consultant – Chef de Projet AMOA- SAFRAN pour le compte de SCC – Avril à Juin 2016Chef de Projet AMOA Déploiement et mise en oeuvre de guichets de proximité informatique pour les 9 entités du groupe Safrano Définition et mise en oeuvre des pré-requis à l’ouverture des 15 guichets.o Pilotage opérationnel du déploiemento Gestion du planning de déploiemento Coordination de l’ouverture des différents guichets entre SCC/DSI Filiales Safran/DSI Safran/Service Généraux.o Proposition de métriques permettant de mesurer l’activité des guichets informatique et piloter la performance des équipes.o Production des reporting d’activité à destination des clients Safran et SCC:- SAGEM Electronics & Defense – Juillet à Octobre 2016Senior Consultant Réalisation d’un audit sur le périmètre de la Proximité Industrielle SAGEM (3000 postes de travail – 9 sites en France)o Analyse de l’activité afin de faire ressortir les grandes tendances et familles d’activité. Mesure de la performance actuelle du service.o Audit DSI SAGEM – Process et Performanceso Audit Key Users Métier Sagem – Process et Performanceso Réalisation d’un audit complet sur les problématiques rencontrées sur le périmètre par les équipes Métier et les équipes de la DSI SAGEM. Proposition d’axes d’amélioration pour transformer l’expérience client.o Réalisation d’un Cahier des Charges en vue de lancer un Appel d’Offres à la Concurrence sur le Périmètre de Proximité Industrielleo Proposition d’une stratégie d’amélioration continue des services au travers d’une gouvernance commune DSI/Métier- KFC France groupe Yum - Novembre 2016 à Février 2017Responsable Exploitation Applicative StoreResponsable du pôle Applicatifs Restaurants (Front & Back Office)Management d'équipe en charge de la gestion applicative Front & Back OfficePilotage et déploiement des Fenetres MarketingGestion de projets globauxPilotage des partenaires (Micros/NCR/Acrelec)En charge de la communication vers les restaurants Show less

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  Infeeny

  Mar 2017 - Mar 2018

  Chef de Projet - Consultant Fonctionnel ITIL / ITSM

  - Groupe Pichet pour le compte de Infeeny – Depuis Mars 2017Chef de Projet AMOA – Consultant fonctionnel ITIL – ITSMo Accompagnement Support et Méthodes du Département Etudes de la DSIo Revue et amélioration des process transverses existants entre les Etudes et l’Infrastructureo Direction de Projets transverses: (Externalisation des TNR Applicatifs métiers chez OAB) Mise en place d’un outil ITSM (Ivanti Service Manager) en remplacement de l’outil ITSM existant (GLPI) Implémentation de Process ITIL : Gestion des Actifs et des Configurations Gestion des Evènements Gestion des Incidents Gestion des Demandes et exécution des requêtes Gestion du Changement Gestion des Mises en Production et des Déploiements Gestion des Problèmes Gestion de la Connaissance Gestion des Accès Gestion de la Disponibilité Gestion du Catalogue de Services Gestion des Niveaux de Services Gestion Fournisseurs Gestion financière … Show less

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  Groupe Pichet

  Sept 2017 - Mar 2018

  IT Service Delivery Manager

  En charge du Delivery Opérationnel au sein du Service ProductionPilotage - Direction de Projets Techniques et fonctionnels

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  Cdiscount

  Mar 2018 - Jan 2021

  Contract Manager - Responsable Pilotage Infogérance -

  Gestion de la performance et pilotage des fournisseursRédaction des appels d'offreParticipation et/ou pilotage des phases de sourcingParticipation aux processus de contractualisationContribution au suivi budgétaire.LivrablesPilotage contractuel des relations fournisseurs Infogérance et Prestations Intellectuelles : participation aux différents comités, garant du respect des engagements des prestations, validation des indicateurs mensuels/trimestriels/annuels, calcul des pénalités, validation de la bonne application tarifaire contractuelle.Participation et/ou pilotage des phases de sourcing (consultation, analyse des offres, négociation, )Participation à la contractualisation avec le/les fournisseur(s) en relation avec la DSI et le métier.Pilotage budgétaire et financier des fournisseurs/contrats.Pilotage contractuel des phases de transition / réversibilité avec le prestataire sortant et le prestataire entrant.Gestion des changements de périmètre des contrats: avenant, résiliation de contrat, optimisation coûts/services Show less

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  MACIF

  Jan 2021 - now

  • Service Manager ITSM - Canaux Digitaux

    Jun 2022 - now

  • Agile Service Manager

    Jan 2021 - May 2022