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 Delivery Manager
EOS IT Outsourcing
December 2021
to April 2022
Full-time
Casablanca
Morocco
- Contract Review and Management: Take responsibility for reviewing, negotiating, and managing contracts with offshore service providers and partners. Ensure that all contracts align with the company’s strategic goals and comply with legal and regulatory standards.
- Contract Renewal and Optimization: Lead the process of contract renewals, focusing on optimizing terms and conditions to benefit the company’s objectives. Regularly assess the performance of service providers against contract stipulations to inform renewal decisions.
- Alignment with Tribe and Squads Structure: Ensure that the offshore service strategy and operations are fully integrated and aligned with the company’s Tribe and Squads organizational structure. This includes facilitating collaboration between different Squads and ensuring that the services provided by offshore teams support the specific needs of each Tribe.
- Performance Metrics and SLA Management: Develop and monitor key performance indicators (KPIs) and service level agreements (SLAs) in line with the Tribe and Squads objectives. Ensure that offshore teams meet or exceed these metrics, driving continuous improvement.
- Stakeholder Engagement in Contract Processes: Engage relevant stakeholders, including Tribe Leads and Squad Members, in the contract review and renewal processes. Gather their input and feedback to ensure that contracts meet the functional and technical needs of each team.
- Change Management in Contract Transitions: Oversee change management processes during contract transitions, ensuring minimal disruption to offshore services. This includes effective communication and training for both offshore teams and internal stakeholders to adapt to new contract terms or providers.