Delphine Ducanchez Email & Phone Number

Solérieux, Fr

Newcastle Upon Tyne, Gb

New York, Ny, Us

On - Site Manager for France, responsible for MGTI activites supporting all MMC Companies: Marsh, Mercer, Guy Carpenter and Oliver Wyman.- Coordinate, manage and performs technology support across multiple operating companies at multiple sites in France (1600 users)- Provides guidance for technical solutions that address business and office requirements- Manage staff performance and the quality of service provided.- Relationship Management with major stakeholders through regular service reviews- Manage field support operations through internal staff and external vendor support - Manage support for all office infrastructure technologies across all tiers within agreed timeframes or SLAs.- Ensure infrastructure systems are maintained in accordance with service owner guidelines and are in compliance with Business Continuity agreements.- Ensure staff follows operational guidelines, principles, and processes as described by senior management.- Collaborate with peers and senior managers to define, enhance, and adhere to defined processes for all operational tasks.- Coordinate local “projects” such as moves, acquisitions, IT deployments (Smart Office, SIP migration, mobility, Windows10 ETC...)- Staff management and mentoring of a dedicated support team across multi sites

Manage the IT support for the Paris Office. Responsible for an outsourced Helpdesk, telephony and a correspondant for International Offices.- Manage the budget and inventory (hardware and software, new and old)- Vendor relationship management- Implement and manage an outsourced service desk- implement and manage IT processes- Responsible for the fixed and mobile telephony team - Project Management (Deployments: Mobile Telephony, BYOD, MDM, Windows 7)- Involvement in the DSI Budget Management

New York, New York, Us

Responsible for leading and coaching the EMEA Client Services Team and build and maintain clients’ relationships through a strategic based approach in order to increase sales activities, discover new opportunities as to ensure client's retention.- Recruitment, training, development and management of resources within the department.- Supervise and assist client services members for more complex clients’ queries.- Implement product’s training and event plan for EMEA clients to improve customer retention through product engagement and relationship building. - Help identify and convert new business opportunities, including identification of growth within existing accounts and development of new business presentations aiding sales when appropriate- Liaise with sales and product development teams to ensure high levels of client satisfaction in all client interactions including issue resolution.- Work closely with the Head of Sales and the Web Analytics team to implement and provide the Sales Team with web usage statistics in order to identify clients at risk and plan training accordingly for those low usage users. - Demonstrate the value of Fitch’s products to clients to increase product’s knowledge and usage (this involves product demonstrations and delivery of training at clients’ sites).- Update product’s user guide and create training packs- Introduce the EMEA Client Services Programme as to ensure customer service for excellence