Gregoire Provot Email & Phone Number

Abu Dhabi, United Arab Emirates

Part of the SLT, accountable for the delivery of all services around the Alef platform from project management to school implementation and IT support. Drive efficiencies and transformation models to optimize delivery and successful adoption of the platform. Support business expansion and drive key programs in new territories.

Paris

Overall responsibility for End User Support for major G500 customers across EMEA totalizing $ 45M p.a. of revenueFinancial management and accountability for the yearly budget ($15 million p.a)Management of 22 direct reports and 200 team members (front and back office staff)Drive standardisation processes and proceduresAccountable for service optimization.

France

Accoutable for New Business growth and pre-sale support, solutioning (Tech certification), transition / On-boarding as well as standardization & best practice with other regions.Manage support function and operational teams across EMEA providing on site support to end users customers around the workplace. Manage operating budget of $10M per year

Paris Area, France

In charge of Service Delivery for Southern Europe (new opportunities and current account foot print expension) and up-selling, designing and delivering Professional Field Service across EMEA.

Managed a $200 million tcv account globally ensuring contractual achievement, foot print expension and cost improvment. Supervise 14 Service Delivery managers in several countries supporting the customer locally.

Based in Glasgow, Scotland. Managing a team of 95 people providing HD and Service Delivery as well as Customer complaints. Supporting around 230,000 EFTPOS, 45,000 in bound calls and 30,000 out-bound calls per month. Scheduling around 5,000 installations and aroud 6,000 break-fixes. Delivering consistently SLA.

Based in Amsterdam, The NetherlandsManage team of 130 people with 8 managers spread out across Europe (9 countries), Poland, Russia and Turkey in charge of 2nd level support, focusing primarily on Remote Resolution and secondly supporting field engineers. Own and manage a budget of $12 millions.Develop financial reports and metrics to manage the business.

Based in Munich/GermanyManage team of 40 people between 3 sites, in charge of order entry, order tracking and provisioning of services as well as the technical support post implementation. Own the AOP for the centre (£1m): track discrepancies and report inaccuracies.

Based in Atlanta, Georgia, USAManage team of 30 people between 2 sites ($500K/week revenue):Own delivery of telecom services in Canada, USA and Latin America, Participate to the elaboration of the commercial politic and definition of the performance criteria for the delivery of access circuits and equipment.Negotiate with suppliers service level.

Federate all activities for the delivery of frame relay, ATM and voice services sold to customer (Revenue generated €38m in 2 years).Ensure quality of the service provided end to end in respect of the signed agreements.

Based In Milan/ItalyIdentify and define staff requirement and competencies, analyse system requirement.Define and set up process and procedures to be used in customer support centre

Based in Paris/FranceAnswer customers’ RFPs or bids linked with support centre and associated cost: developed cost tool. Improve turn around answering time by 5 days.Negotiate with suppliers and customers service level agreement.Define and recommend Operational Strategy for customer support.

Based in Paris/FranceManage team of 12 people answering customers’ calls.Recruit, train, and initiate shift (24x7) in the support centre.Own and manage the day-to-day activities of the centre. Develop direct interface with major customers for support and build relationship.