Gaetan Thiebeaumont Email & Phone Number

Service Delivery Manager Managing Infrastructure service delivery contract for different customers.

Service Delivery Manager for a large digital workplace management contractIn charge of the teams delivering Computer, Mobile and fixed telephony, video conferencing but also for Windows servers, Active directory and MS365 productsM365,…Manage on- and off-shore Project & operation teams in a European strategic and secure environmentSupporting the customer transformation plan for the coming yearsReporting towards Internal and Customer Senior management (Operational, Tactical and strategic levels (SLA, KPI’s, Security, Budget, P&L, Project, Contract, …)Setting up and facilitating improvement plans and workshop to reduce the pressure on delivery teams and to uplift customer satisfaction

Program Manager Digital Platform for Eurocontrol - take over and run Digital Platform Solutionning program for Eurocontrol

Belgique

Service Delivery Manager Application sourcing Eurocontrol- Setup and run of Application sourcing service within Eurocontrol (~45 FTE)- from 11/2019 Program Management support for solutioning a digital platform for Eurocontrol

Service Management for Loyalty, Marketing and Retail applications Management of Marketing and retail applications teams of a large Belgian retail company: ● Responsible for the development, maintenance and support of homemade and customized applications:- Loyalty in house applications (Mainly .Net)- Loyalty customized application (NCR HQ.net) - Asset Management customized application (Based on Adam Software)- CRM Application (Based on MS CRM) - Currently being migrated to SalesForces- Retail in house applications (Mainly .Net application)● Releases, Changes and Project follow up ● Service management reporting● Onshore and offshore team management (~ 15 FTE) ● Budget forecasting for customer & Capgemini budget reporting● Support for successful contract renewal and contract extension● 2 Transitions to Capgemini "Rightshore" model: Morocco- & India (Team setup, Knowledge transfer,...)● 1 transition for takeover of a set of 9 retail applications

Lead of a retail company loyalty applications team: • Maintenance and support of homemade and customized Loyalty applications• Project follow up and reporting for project managers• Team management (up to 6 FTE) • Service management support.• Budget forecasting for customer & Capgemini budget reporting• Support for successful contract renewal

Interim Team Leader of a Loyalty applications team within a large retail provider.Team & service management, supporting the service transition process:• Management of 5FTE • Support of homemade and customized applications• Contention and resolution of recurrent issues• Support of the transition from body shopping to service mode• Setup and documentation of the incident & change management process • Incident and change management reportingMain goal was to lead the team during a transition from Bodyshopping to service mode

Team leader of Tandem production support team and Tandem infrastructure testing team.Responsible for -Leading and planning both team-Production support-Setup of test and development environment -Development and Testing environment support-Follow up of large scale project at tandem infrastructure testing team level -planning watch duties and weekend launches

Responsible for the test environments on HP NONSTOP «Tandem» in a world known Bank- Test environment creation- Environment maintenance- SQL Database Setup and Maintenance- Application updates- Common use of the 2 Tandem interfaces : TACL (Proprietary) and OSH (Unix Like)- Environment and application Monitoring- Tools Scripting- MQueues Setup and maintenance ( Communication Queues with other environment : Mainframe, Microsoft servers, Unix servers)

Responsible for network and application monitoring for GM Europe:- computer audit tool development (Perl)- End to End monitoring of GM applications- Network Monitoring - Network Audit- Application testingEnvironment: Perl Scripting, Network Instrument Observer, Packet Shaper ‘Packeteer’, Mercury Sitescope, Mercury Topaz, Snow Inventory Software, Ethereal Sniffer software..

Technical support for GM Europe: - Technical supervisor for the broadband migration of GM dealers across Europe - Support to GM certified IT vendors - Application certificationsEnvironnement : Microsoft Windows 95, 98, NT4, 2000, XP, Cisco, Sybase