Although coming from a sales oriented background, I have become an IT fan and have really enjoyed my tenure at Computacenter.I am a very experienced and skilled IT Senior Operations Manager, with almost 17 years experience in Service Desk and technical support, being responsible for major global accounts.I excel particularly in Service Delivery, Service in-life transformations, major implementations (processes or applications), People development and P&L management. I am ITIL Foundation v3 certified and accustomed to working with the Agile framework.I am very result driven, and I take much pride in developing my direct reports.Trilingual in French, English and Spanish.
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Global Senior Operations Manager - Airbus GroupComputacenter Dec 2016 - Nov 2023Barcelona Area, Spain -
Delivery Manager - Eads AirbusComputacenter Jan 2014 - Nov 2016
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Team Leader - Eads AirbusComputacenter Feb 2013 - Dec 2013
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Team Leader - GskComputacenter Sep 2011 - Jan 2013Barcelona Area, SpainIn charge of the L1 team for the French and Bio markets.- Incident management- Request management- Quality Management- Continuous Improvement- SLA Compliance- Monthly and Weekly ReviewsI am responsible for a team of L1 and Senior Analysts, delivering service to our clients. You will be expected to manage a team to meet our contractual SLA targets. Also working to improve the overall quality of the service & team and continuously developing them through 121's and FACE.
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Team Leader - IdgroupComputacenter Apr 2010 - Sep 2011Barcelona Area, SpainIn charge of the L1 Service Desk for a French children clothes retail company.- Incident management- Request management- Quality Management- Knowledge management- Continuous Improvement- SLA Compliance- Monthly and Weekly Reviews- Problem Management.I was responsible for a team of L1 delivering service to our clients. You will be expected to manage a team to meet our contractual SLA targets. Also working to improve the overall quality of the service & team and continuously developing them through 121's and FACE.
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Team Leader - BtComputacenter Oct 2009 - Apr 2010Barcelona Area, SpainIn charge of the 24/7 Remote Desktop support service (L2 team). The activities of the BT team are:-Incident Management-Provisioning / Request management – Desktop portfolio-Software remote install & Build upgrade remote install-Asset Management-Scheduling-Standard build roll-out / Project-Onsite support – Barcelona office-Shift Left & Problem ManagementMy role is to ensure SLA compliance both on tickets and the new challenging SLA on calls, to ensure I help the team with their development, and I am in charge of all the operational reporting. I also own the Queue Management Process.
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Problem Management Analyst - BtComputacenter Jan 2008 - Oct 2009Barcelona Area, Spain*Involved in the Shift Left Program throughout BT account. *Involved in SLA Failures Analysis and their addressing to improve SLA statistics. *Created and implemented Case Quality Checks analysis and reporting.*Regularly performing ad’hoc requests from CC Senior management. Involved in the CC/BT Service Improvement Plan.
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Team Leader - Air LiquideComputacenter May 2009 - Jun 2009Barcelona Area, SpainPart-TimeCovered the morning for an Air Liquide TL working in GSK.Managed the Admin Team and the Level 2 Team, their workload and time management.Worked with L2 team to reduce the Requests backlog efficiently and consistently.Proposed a new process for the Quality Reviews, with new timeline.
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Level 2 AnalystComputacenter Jul 2007 - Jan 2008Barcelona Area, SpainPerforming second line technical support for British Telecom employees worldwide. Offering users remote assistance and diagnosis of PC faults and providing fixes and solutions. Dealing with on site engineers scheduling.Also involved in establishing and developing reporting tools for the team.
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Level 1 Analyst - Owens CorningComputacenter Feb 2007 - Jul 2007Barcelona Area, SpainPerforming first line troubleshooting and handling of Owens Corning users worldwide. Providing them with detailed troubleshooting and solutions.In charge of the handling of CC onsite Engineers, being their first point of contact and organizing their agendas when on Owens Corning sites.
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Junior AccountantAcs, A Xerox Company Nov 2004 - Sep 2006Barcelona Area, SpainAccounting (Accounts Receivable)In charge of the rebilling of the sundry costs to all the allied companies of General Motors Europe AG like Vauxhall, Adam Opel AG, SAAB.In charge of the reconciliations of their accounts, and of the receipts of payments from those entities.
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Junior AccountantAcs, A Xerox Company Aug 2002 - Nov 2004Barcelona Area, SpainAccounting (Accounts Payable-Costing)Performing overview of approval process and payment process for P&A Invoices from suppliers of General Motors France (outsourcing). Analysis of costs of sales and month-end closing tasks.
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Merchants Services AdministrativeCiti Sep 2001 - Jul 2002Barcelona Area, SpainPerforming Maintenance on Merchants accounts, and dealing with long and complicated queries needing investigation, setting-up of accounts, etc... -
Customer Services RepresentativeCiti Jan 2001 - Aug 2001Dublin, IrelandPerforming general maintenance on cardholders accounts, giving out information to cardholders such as current balance, billing cycle, direct debit queries, card replacement etc...
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Wine Sales Field RepresentativeCharles Delatour S.A Jul 2000 - Oct 2000Chalon S/ Saône, Francephoning potential customers, previously targeted by mailings offering them wine tasting at home, then performing “same-day selling “ techniques to get customers to purchase fine wines from Bordeaux and Burgundy. Monthly turnover (realised): € 15.000,00 average.
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Field RepresentativeCuisines S.A. / Le Confort Ménager Sarl Nov 1999 - Jul 2000Louhans, Francevisiting potential customers at their home, realising projects for fully-fitted kitchens with high-quality furniture, performing “same-day selling” techniques. Monthly turnover (required and realised): € 30.500,00.
David S. Education Details
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Lycée LamartineHigher Education Department -
University Of Dijon, FranceLce (Langues Et Civilisations Etrangeres)Foreign Languages And Civilisations
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Lycée Charles De Gaulle, DijonA Levels
Frequently Asked Questions about David S.
What is David S.'s role at the current company?
David S.'s current role is Very experienced and skilled IT Senior Operations Manager, with an extensive experience in Service Desk and tech support. Trilingual (FR/EN/SP).
What schools did David S. attend?
David S. attended Lycée Lamartine, University Of Dijon, France, Lycée Charles De Gaulle, Dijon.
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