Gregoire Provot's Location
Abu Dhabi Emirate, United Arab Emirates, United Arab Emirates
Gregoire Provot's Contact Details
Gregoire Provot work email
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Gregoire Provot personal email
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About Gregoire Provot
Experienced service delivery director with a broad knowledge in all aspect of service delivery and customer service activities with a truly international experience (having worked in UK, Italy, the USA, Germany, The Netherlands, the UAE). Responsibilities include enabling operational efficiency, customer service excellence, effective change, achieving high quality, transparent and predictable results, and fostering continuous improvement. Extensive experience in building high performance, multi-disciplined and geographically diverse teams across global sites, and matrixed organizations
Gregoire Provot Work Experience Details
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Director Of Service DeliveryAlef Education Jun 2019 - PresentAbu Dhabi, United Arab EmiratesPart 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. -
Senior Director Service DeliveryNtt Data, Inc. May 2016 - May 2019ParisOverall 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 strategy and cost improvementParticipate to pre-sale governance review and cost model approval Define growth strategyEngaged in Partner strategy and management. Actively participate to customers’ transformation program -
Emea Pfs Delivery DirectorDell Jan 2013 - Apr 2016FranceAccoutable 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 -
Delivery Director Southern EuropeDell Services Apr 2011 - Dec 2012Paris Area, FranceIn 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.
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Delivery DirectorDell Sep 2007 - Mar 2011Managed 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.
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Gms Director EmeaNcr Retail Jul 2006 - Sep 2007Based 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.
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Emea Rss ManagerNcr Retail Jun 2003 - Jun 2006Based 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 and achieve operational goals.Identify strategic opportunities and high pay-off activities that lead to success.
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Service Delivery ManagerC&W Networks 2002 - 2003Based 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. -
Service Delivery ManagerConcert Global Networks Inc Aug 1999 - Aug 2001Based 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 agreement.Establish dashboards to measure performances: reducing by 1/3 the number of faulty installation. -
Project MangerBt Oct 1997 - Jul 1999Federate 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. -
Customer Support Centre Project ManagerBt Apr 1997 - Sep 1997Based 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
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Operations Supplier ManagerBt Apr 1995 - Mar 1997Based 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.
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Outsourcing Support Centre SupervisorBt Jan 1992 - Mar 1995Based 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.
Gregoire Provot Skills
It Service Management
Itil V3 Foundations Certified
Operations Management
Operational Excellence
People Oriented
Team Management
Six Sigma
Lean Thinking
Customer Oriented
Customer Satisfaction
Business Strategy
Cost Management
Ousourcing
Quality Improvement
Business Transformation
Call Center
Cross Functional Team Leadership
Global Delivery
It Management
It Operations
It Outsourcing
It Strategy
Itil
Incident Management
Managed Services
Management
Outsourcing
Pre Sales
Professional Services
Program Management
Project Management
Recruiting
Service Delivery
Business Analysis
Service Desk
Service Improvement
Service Management
Sla
Strategy
Team Leadership
Telecommunications
Vendor Management
Transition Management
Call Centers
Frequently Asked Questions about Gregoire Provot
What company does Gregoire Provot work for?
Gregoire Provot works for Alef Education
What is Gregoire Provot's role at the current company?
Gregoire Provot's current role is Director of Service Delivery.
What is Gregoire Provot's email address?
Gregoire Provot's email address is gr****@****able.fr
What skills is Gregoire Provot known for?
Gregoire Provot has skills like It Service Management, Itil V3 Foundations Certified, Operations Management, Operational Excellence, People Oriented, Team Management, Six Sigma, Lean Thinking, Customer Oriented, Customer Satisfaction, Business Strategy, Cost Management.
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Gregoire Provot
Netherlands1exchange.netherlands.ncr.com -
Gregoire Provot
Glasgow
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