Patrick De Bortoli Email & Phone Number

Région De Paris, France

I simultaneously managed the following contracts : TRAFIGURA (July to December 2017):Business Continuity Contract for the World’s 2nd Largest Commodities Trading & Logistics Company (Crude Oil & Refined Products)I was in charge of the Service Management supported by a project management methodology utilizing PMI Standards. Number of sites in scope: 29 (14 Trafigura + 15 Puma, everywhere in the world), 9 BCP technicians (Dell and partners).Service provided included sites reviews (to onboard new location, and on a yearly base) and specific BCP actions when sites face major or medium disaster events (such as hurricanes, flows, earthquakes or fires)Main duties were to manage crisis calls, daily reports, weekly and monthly committees and to report minutes and SLAs.AVIVA (2013-2017):Dell Services untill Nov. 2016Outsourcing Desktop Services contract (4000 users in France)Help Desk, Field Support, IMAC, Asset Management (HW & SW), Desktop Engineering (Packaging, Imaging and Patching), User Administration.Services are delivered through DELL / NTT DATA Service Centres in various worldwide locations, and on-site operations delivered by local partners. Service Levels were under my responsibility, as well as the management for all services.Several projects, including W7, Notes to Outlook migrations and O365 occurred during the period.The contract was renewed for 5 years mid-2017I managed the team of 25 to 40 technicians and middle managers.I was fully responsible for Incident and Change Management and counterpart for Problem Management.MERCK (2013-2015):Dell ServicesField support services contract (worldwide scope, in charge of the French scope: 1200 end users, 7 locations)Field Support, IMAC, Stock Management, Projects9 technicians (mainly partners staff)I managed the services, the local SLAs and the technicians (who were T&M invoiced to Dell).I was fully responsible for Incident Management and counterpart for Change and Problem Management.

Région De Paris, France

2013 - 2016 : see NTT DATA section (Dell Services was bought by NTT DATA in nov. 2016)Dec. 2006-2013: Service Delivery ManagerAXA Technologies Services:Worldwide Desktop Services contract (100 000 seats, incl. 40 000 in France)Main services: Help Desk, local site support, IMAC, HW maintenance, Asset Management tracking, User Administration.The service management had to meet local needs and to be compliant with global design and constraints.Services were delivered through Dell Service Centres in various worldwide locations, and on-site operations were delivered by local partners. Operations involved a staff of approximately 220 people, I directly managed from 20 to 80 people, depending on the periods.Specific duties:2007 - 2009: transition management of local services to Dell Casablanca Service Desk Centre. Management of the services being transferred (Service desk and User Administration)2009 - 2010: definition, design and implementation of an improvement plan for processes and coordination between the customer service lines, and our services:Service management ITIL processes (Problem, Incident, Change)Specific Change Management organisation to lower the impacts of changes and projects and to feed knowledge and training referential.Definition and implementation of a global quality plan and SharePoint referential, including an end user monthly CSAT survey and shared Level 0 to 1 information and documentation.2008 - 2013: simultaneously with the below duties: I directly managed the services and the specific SLAs delivered to several AXA customer entities: General Agents, Brokers and Commercials (2008-2010), Administrative staffs (2010-2011) and finally the AXA headquarters in Paris (2011-2013).

Région De Paris, France

1999 to 2006 : Service Delivery ManagerI simultaneously managed the following contracts:1) PricewaterhouseCoopers: Desktop Services contract.The scope included the support of the 5000 French end-users and the management of their assets.Service lines: Help Desk, on-site support (with Kiosks), IMAC, hardware maintenance.I managed a team of 40 technicians and middle managers:- Management of all operations, directly or through the Capgemini Service Centres (mainly Service Desk)- Industrialisation of the IMAC services, especially deployment, refresh and maintenance.- Set up and implementation of local Kiosks to laptop users (in 2002), considering that these users represented 80% of the users and the solution was greatly appreciated (very high CSAT results).- Process and tools integration with the customer IT (IMAC, Knowledge, Asset and purchase management) to allow a better coordination and optimization of the quality delivered to the users.- Best Practice sharing between France and UK.- In 2005, we jointly implemented the main ITIL Service Management processes with the customer (Incident Management, Problem Management, Change Management).- Contract was renewed twice (2001 and 2004)- A similar contract was signed with PwC in UK in 2003.- Major projects: W2000 migration in 2002, XP migration in 2006, SAP deployment in 2004/2005.2) Amadeus: Help Desk contract for a major software editor (Property Management Systems) Bilingual 24/24 support, team of 40 to 50 technicians, software skilled.25 000 end users in 2400 hotels or restaurants15 000 calls per month, FTF resolution over 50%.- Service Management of the Help Desk operations: daily follow up and management of escalations.- Partners control / coordination (software and hardware maintenance) - Management of a continuous improvement process in a tight relation with the final customers and the software editor.

Région De Paris, France

1995 to 1999: Outsourcing Business Development Manager, in charge of the Desktop Services solutionsIn the business development team, I took in charge all desktop services cases (RFI, RFP and specific commercial approaches). I built a complete marketing portfolio for all Capgemini Outsourcing distributed services, in relation with the industrial expertise, tools and teams in the organisation: - Marketing portfolio (Word and PPT templates)- Excel based cost model.- Commercial presentation of knowledge, references and industrial capacities.- Partner agreements.As a result, we signed 8 “DCS” contracts and Capgemini became a major actor in distributed services. I negotiated and signed the contract with PwC, who asked me to be the Service Manager in charge of the operations.

Région De Paris, France

Business Development Manager, supporting expansions on major industrial accounts of the GSI Facilities Management division.The team work with the Account Managers led to many successful extensions of the contracts scopes.

88-92: Commercial Director of the Industry DivisionProjects and T&M servicesI was fully responsible of the profit centre: recruitments, commercial development, management and budget (2 commercial engineers, 40 to 85 engineers).86-88: Commercial engineer, embedded industrial software projects. Opening of new accounts, recruitment of engineers and placement, account management and extension. 5 to 10 new accounts, up to 45 engineers.

83-85: European product manager for magnetic peripherals81-83: Commercial engineer, telecommunication products

It Management, France Representative - International Pc Design Project

Electronics Engineer, Industrial Marketing And Computer Science, Electrical And Electronics Engineering

Education record

Itil V3 Foundation And Service Management, Certification

Certification