adlmu6@r.postjobfree.com

514-***-****

Lamiaa ERRAKI

I.T Service Delivery Manager

**** *** ********, ******** *** 3G9

Mobile: +1-514-***-****

Lamiaa.erraki@ gmail.com -

linkedin.com/in/lamiaaerraki

Executive Summary

Experienced Service Deliver Manager in the Information technology industry with a Bachelor focused on Business Technology Management from Concordia University (John Molson School of Business) Certified: ITIL V4, AWS & AZURE Cloud Certified

Skills: Customer Service, IT Account Management, Incident Management, Change Management, and Business Development.

CORE COMPETENCIES & QUALIFICATIONS

• Incident et Change Management

• Time Management

• Business Analysis

• Conformity (I.T)

• Customer Service

• Pro-active

• Teamwork– Leadership

• Multi-tasking

• ITSM– Gestion des T.I

• Vendor Procurement

PROFESSIONAL EXPERIENCE

LINKBYNET

IT Service Delivery Manager – LVMH GROUP (02/2018 – Current)

• Currently part of a Dedicated Team for Luxury Brands Key Business Accounts (EUROPE: Paris & Rome)

• Coordinating the delivery of services and performing governance duties (steering committees, SLA compliance, change and incident management, etc.).

• Maintaining customers’ satisfaction through solution-oriented mindset and improvement plans

• Creating long-term and healthy customer relationship, acting as the bridge between the client and our operational delivery teams as well as the third parties, acting as the primary point of contact.

• Enforce standard processes in daily operations and customize them to client’s requirements if needed

• Reporting directly to the end-customer.

• CICD Management

IT Service Delivery Manager – Small & Medium Business Division

• Managed a Portfolio of 15+ customers in various industries for 2 years - Small and Medium Business Accounts (SMBC - NORTH AMERICA).

• Managed the Shared Services Canada Government initiative (Managing different ministries and departments).

• Coordinating the delivery of services and performing governance duties (steering committees, SLA compliance, change and incident management, etc.)

• Maintaining customers’ satisfaction through solution-oriented mindset and improvement plans

• Creating long-term and healthy customer relationship, acting as the bridge between the client and our operational delivery teams, acting as the primary point of contact.

• Enforce standard processes in daily operations and customize them to client’s requirements if needed

• Reporting directly to the end-customer

SYNTAX – (09/2016 – 03/2017)

Business Development Consultant

• Identifying and developing Cloud Hosting & Managed Services leads within a targeted base of customers in North America that are then passed to an Account Executive to close.

• Prospecting using Sales Navigator and Managing data through the use of a CRM.

• Evaluate the quality of inbound and outbound calls with pre-qualification questions

• Follow up on leads and conduct research to identify potential prospect

• Assisting with outbound call campaigns to both new and existing customer base, using cold calling techniques. adlmu6@r.postjobfree.com

514-***-****

EDUCATION

Concordia University, John Molson School of Business, Montréal,QC 2012-2016

• Award: Arab World Bursary

• Shanghai Exchange Program Internship

• Courses: IT Strategy, Sourcing and Management, Information Systems Analysis, Corporate Finance, Business Law and Ethics, Entrepreneurship..

Lycée Léon l’Africain – French High School, Casablanca 2010-2012 French High School Degree in Commerce, Major: Finance & Accounting Minor : Management of Information Systems

• Valedictorian.

• Class representative for two consecutive years.

• Courses: Accounting, Management, Finance, Information Technology, Economy and Law. COMPETENCIES AND INTERESTS

COMPETENCES INFORMATIQUES : Microsoft Office Suite, Access, PowerBI, Amazon Web Services et Microsoft AZURE. CENTRES D’INTERET : Lecture, Dance, Music, Travels (+18 countries), Méditation. LANGUAGES

French - Expert

English - Advanced

Arabic – Intermediate

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