adlmu6@r.postjobfree.com
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
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