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.
Tower Service Manager (Infrastructure & Application)
Atos
May 2016
to December 2019
Full-time
Casablanca
Morocco
- Process Management: Develop, implement, and oversee IT processes and policies within the Infrastructure and Application tower. Ensure processes are efficient, scalable, and aligned with overall IT and business strategies.
- Service Level Agreement (SLA) Management: Define, negotiate, and manage SLAs for IT services within the tower. Ensure that all IT services meet or exceed agreed-upon performance and quality standards.
- Production Committees Management: Lead and coordinate production committees to review and assess the performance of IT services. Facilitate discussions and decision-making processes to align IT services with business objectives.
- Service Continuous Improvement: Implement a continuous improvement framework for IT services. Regularly review and analyze service performance data to identify improvement opportunities and implement enhancements.
- Services/People Management: Oversee a team of 114 full-time employees (FTEs), including hiring, training, and performance management. Foster a collaborative and high-performing team environment.
- Infrastructure & Application Oversight: Manage the infrastructure and application aspects of IT services, ensuring they are robust, secure, and capable of meeting current and future business needs.
- Budget and Resource Allocation: Responsible for the budget and resources of the Infrastructure & Application tower. Ensure optimal allocation of resources to meet strategic goals and service requirements.
- Stakeholder Communication: Act as the key point of contact for all stakeholders regarding infrastructure and application services. Maintain transparent communication about service performance, challenges, and improvements.
- Risk Management and Compliance: Ensure that infrastructure and application services comply with relevant laws, regulations, and company policies. Proactively identify and mitigate risks related to these services.
- Vendor and Contract Management: Manage relationships with vendors and service providers, including contract negotiation and management, particularly for services related to infrastructure and applications.
- Technology Roadmap Development: Develop and maintain a technology roadmap for the Infrastructure and Application tower, aligning IT capabilities with the evolving needs of the business.
- Disaster Recovery and Business Continuity: Ensure robust disaster recovery and business continuity plans are in place for all critical infrastructure and applications.