Clara Hatem Email & Phone Number

Ottawa, On, Ca

Gatineau, Quebec, Canada

Beirut, Lebanon

Had a major positive impact on implementing and driving forward the organizational and digital transformation plan of Air France KLM (AF-KL) in the area. Reported to IT Worldwide Director in Paris head office.• Provided leadership for the MENA and Indian Subcontinent IT Services deployment and support distributed team.• Managed relationships and coordinated activities with cross-functional teams and multi-disciplinary global internal and external stakeholders including senior leaders, vendors, partners, counterparts, subject matter experts, and internal and outsourced service providers.• Managed the IT governance of AF-KL commercial, airport, cargo, and partner offices across 21 countries, to secure the end-to-end delivery of technology, while complying with budget and planning guidelines.• As a member of the regional management team, provided advice and support to Air France-KLM business leaders, aiming to align the regional digital strategy to business transformation and growth requirements.• Contributed to achieving AF-KL commercial targets and business continuity by ensuring IT services availability, quality, and risk mitigation/ contingency planning, in a highly mission critical operational environment.• Implemented the group IT strategy. Implemented and supported AF-KL digital transformation in the area. • Led and delivered mission-critical and continuous improvement IT projects for the area.• Managed the relationship with business leaders to maintain and improve customer satisfaction with the IT services provided.

Beirut, Lebanon

Concurrent with the above Area IT Manager role, led and was instrumental in the success of key strategic, transversal projects, initiated by IT in head office and aiming to provide improved IT services based on business needs and requirements. Main projects included:• Audit, analysis, and optimization of the global IT governance processes, in collaboration with IT managers in Europe, Africa, North America, and Asia, to maximize synergy, improve knowledge sharing, and enhance service excellence and customer satisfaction. The project was branded WORLD (Worldwide Optimization for Refined and Leveled Deployment) and resulted into recommendations for improved and aligned processes.• Knowledge and change management for an organizational transformation project of IT Worldwide. Plan, facilitate, and accompany all changes. Organize workshops. Deliver final documents and RACI matrix.• IT transformation project to achieve a business reorganization and growth in the Alps and Central Europe areas.• Continuous improvement of WAN services delivery and implementation in global airports (Agile delivery).• Lifecycle management of servers deployed worldwide (500+ servers).• The implementation of a new global IT support and maintenance model for Air France KLM.

Beirut, Lebanon

Key accomplishment was the transition towards a unified Air France and KLM IT infrastructure in the region, following the merger of the two companies. Scope of work included the migration of KLM networks, hardware, and software to the new Group standards. Also led all aspects of change and knowledge management, and managed the creation of a joint AF-KL IT department in the region.

Beirut

• Delivered consulting and expertise for Internet and systems integration services, from study to implementation.• Key project was the launch of wireless broadband Internet services in Lebanon.

Beirut, Lebanon

• Led a team of five engineers.• Managed the implementation, operation, maintenance, quality, and continuity of the Internet services provided by Inconet Data Management (IDM), market leader ISP part of Globalcom Holding, and one of the first Internet service providers in Lebanon. • Ran multi-operating system, multi-vendor, and nationwide geographically distributed systems and network backbone.

Beirut, Lebanon

• Managed the implementation, administration, and maintenance of IDM Internet services, servers, and networks. • Technologies: all Internet services and protocols. Main Vendors: Sun, Microsoft, Cisco.

Beirut, Lebanon

• Designed, implemented, and delivered support of bespoke Internet services and solutions for corporate accounts in Lebanon.• Typical client businesses: banks, universities, governmental, NGOs.

Master'S Degree, Computer And Communications Engineering

Diplôme D’Aptitude À La Pratique Professionnelle De La Médiation

Accredited by the IFOMENE (Institut de Formation à la Médiation et à la Négociation), and the AME (Association des Médiateurs Européens)

Master'S Degree, Ict Management