With over 17 years of experience in IT infrastructure and operations, I specialize in leading high-performing teams and delivering scalable, secure, and resilient server solutions across the EMEA region. My career began at Dell in 2008, and since then, I've held pivotal roles at Atos, EOS, and Concentrix, where I've consistently driven operational excellence and innovation.
In my current role as Associate Director – Global Server (EMEA) at Concentrix, I oversee server infrastructure strategy and operations across Western Europe, Central & Eastern Europe, Middle East, and Africa. I lead a distributed team, ensuring alignment with global standards while addressing regional business needs. My responsibilities include managing budgets, ensuring compliance with regional regulations (e.g., GDPR, NIS2), and driving initiatives such as platform upgrades and hybrid infrastructure rollouts.
My leadership is underpinned by a suite of certifications, including Six Sigma Black Belt, ITIL® V3 & V4, Professional Scrum Master I, and Lean Management. These credentials reflect my commitment to quality, agile methodologies, and continuous improvement.
I am passionate about fostering collaborative cultures, mentoring future leaders, and leveraging emerging technologies to drive business value.
In my current role as Associate Director – Global Server (EMEA) at Concentrix, I oversee server infrastructure strategy and operations across Western Europe, Central & Eastern Europe, Middle East, and Africa. I lead a distributed team, ensuring alignment with global standards while addressing regional business needs. My responsibilities include managing budgets, ensuring compliance with regional regulations (e.g., GDPR, NIS2), and driving initiatives such as platform upgrades and hybrid infrastructure rollouts.
My leadership is underpinned by a suite of certifications, including Six Sigma Black Belt, ITIL® V3 & V4, Professional Scrum Master I, and Lean Management. These credentials reflect my commitment to quality, agile methodologies, and continuous improvement.
I am passionate about fostering collaborative cultures, mentoring future leaders, and leveraging emerging technologies to drive business value.
Service Desk Manager
Atos
November 2014
to May 2016
Full-time
Casablanca
Morocco
- Service Desk Leadership: Lead the IT Service Desk team, ensuring efficient and effective resolution of end-user issues and requests. Manage day-to-day operations of the service desk.
- Performance Management: Monitor and evaluate the performance of the service desk activities and personnel. Implement strategies to improve quality, productivity, and customer satisfaction.
- SLA and KPI Management: Develop and oversee Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for the service desk. Ensure that service desk activities meet or exceed these standards.
- User Support and Communication: Ensure that the service desk provides high-quality customer service and support. Develop communication strategies to keep users informed about service updates and changes.
- Team Development and Training: Hire, train, and develop service desk staff. Foster a culture of continuous learning and improvement.
- Incident and Problem Management: Oversee incident and problem management processes. Ensure timely resolution of issues and identification of root causes to prevent future occurrences.
- Process Improvement: Continuously review and improve service desk processes and procedures for greater efficiency and effectiveness.
- Technology and Tools Management: Evaluate and implement service desk tools and technologies to enhance service delivery. Ensure the service desk team is equipped with the necessary tools and skills.
- Reporting and Analysis: Generate and review reports on service desk performance and metrics. Provide insights and recommendations to IT management.
- Stakeholder Engagement: Act as a point of contact for stakeholders regarding service desk services. Collaborate with other IT teams to ensure cohesive service delivery.
- Budget Management: Manage the budget for the service desk, including forecasting, resource allocation, and cost control.
- Compliance and Best Practices: Ensure the service desk operates in compliance with company policies and industry best practices.