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Badr ARHAD

Badr ARHAD

Service Delivery Manager

32 years old
Driving License
Employed Available
Multilingual Delivery Manager certified on IT Project Management and IT Processes with more than 13 years of IT End to End professional experience (Customer, production and process management).

This End to End experience started on 2008 with Dell, as a technical engineer, climbing up the rungs helps to learn how to manage both of operational, functional teams and different customers on different scopes.

Once I had enough experience to manage big accounts, Atos hired me to support the account service team for one of the biggest, strategic and confidential account on 2014 for which I had to improve the different services starting from the service desk and Infrastructure perimeters.

Managing different teams (more than 100 engineers and fucntion support) on different countries with different cultures and on different scopes helped me to have a largest vision and collaboration.

Now I’m searching for new opportunities and new challenges to improve myself and provide my expertise, support and knowledge to other teams and companies.
Experiences
  • Process Management
  • Service Level Agreement management
  • Production Committees Management
  • Service Continuous Improvement
  • Services/People Management (114 FTE)
  • Customer Management
  • People Management (45 FTE)
  • Continual Service Improvement Management
  • End users Satisfaction management
  • Capacity Management
  • Customer Management
  • 24/7 Service Level Agreement Management
  • People Management (40 engineers & Support and function supports)
  • IDP Management
  • Customer Satisfaction & Compliancy Management
  • Technical and Functional Expert
  • SLA Management
  • Escalation Management
  • Satisfaction and Compliancy Management
Education

Bac+5 - IT Engineer Specialized on MIAGE

Ecole marocaine des Sciences d'Ingénieurs

October 2009 to October 2011
Graduated in methods applied in business management

Bac+4 - IT Engineer

Ecole Marocaine des Sciences d'Ingénieur

October 2008 to October 2009
Network and IT engineering

Specialized Technician in Computer Systems and Networks

Institut Supérieur de Gestion et d'Informatique

October 2006 to October 2009
Best Of Class

Bachelor's degree in experimental sciences

Mly Driss 1st High school

September 2003 to August 2006
Skills

SAFe for Lean Entreprise

  • Organizational Agility
    Expert
  • Lean Portfolio Management
    Expert
  • Entreprise Solution Delivery
    Expert
  • Agile Product Delivery
    Expert
  • Team and Technical Agility
    Expert
  • Continuous Learning Culture
    Expert
  • Lean-Agile Leadership
    Expert

SCRUM (Certif. PSM)

  • Professional SCRUM Master
    Expert
  • SCRUM Master
    Expert

ITIL OSA (Certif.) : Operational Support and Analysis

  • Incident Management
    Expert
  • Problem Management
    Expert
  • Change Management
    Expert
  • Service Desk Management
    Expert

PRINCE2® Practitioner Certificate in Project Management

  • Project Management
    Advanced

Technical Skills

  • Microsoft Azure
    Expert
  • Amazon Web Services (AWS)
    Good
  • VMware
    Good
  • System and Database Engineering
    Good
  • Business Intelligence
    Good

Lean Management

  • Six Sigma Yellow Belt
    Advanced
Interests

Strategy Games

  • Chess

Music

  • Jazz and blues
  • Classical
  • Folk

Sports

  • Karaté Shotokan
  • Equitation

Travel

  • Discover new cultures
  • Meet new people