Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Languages
Timeline
Generic

Haikel Badreddine

Antibes

Summary

Service Delivery Manager at CMA-CGM with expertise in optimizing Salesforce CRM performance and improving service quality. Skilled in incident management and stakeholder engagement, driving continuous improvement initiatives that align IT services with business objectives. Proven ability to ensure compliance and operational excellence in a global environment.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Service Delivery Manager

CMA-CGM
MARSEILLE
04.2022 - Current
  • Directed delivery and operational performance of Salesforce-based CRM and eBusiness platforms across business units.
  • Ensured adherence to KPIs, SLAs, and XLAs through proactive monitoring and improvement planning.
  • Managed major incidents, conducted root cause analysis, and facilitated cross-functional escalation handling.
  • Implemented governance frameworks with internal IT stakeholders and third-party providers for consistent service delivery.
  • Maintained IT Service Catalog to align offerings with evolving business needs and drive optimization initiatives.
  • Created operational documentation, support runbooks, and knowledge base articles for scalable IT services.
  • Served as communication liaison between digital operations and business teams for service performance clarity.
  • Led automation efforts through Dynatrace and ServiceNow integrations to enhance monitoring and incident prevention.

Cloud Migration Project Director

Amadeus
SOPHIA ANTIPOLIS
03.2020 - 03.2022
  • Directed cloud migration program encompassing 100+ airlines across seven application types.
  • Coordinated with multiple scrum teams within SAFe framework for project organization.
  • Served as primary contact for airlines account managers regarding cloud migration.
  • Presented monthly updates to steering committee comprising directors.
  • Defined and executed migration process, ensuring technical, functional validation, and network implementation.
  • Managed risk mitigation strategies, addressing all issues promptly.
  • Developed comprehensive migration roadmap aligning dependencies and deliverables across streams.
  • Facilitated internal collaboration among network, infrastructure, functional, and support teams.

Integration Consultant Salesforce

Amadeus
SOPHIA ANTIPOLIS
10.2017 - 03.2020
  • Led integration of Salesforce and Siebel for Amadeus business partners globally.
  • Established deployment framework and governance system to ensure compliance.
  • Collaborated with partners on scope, planning, implementation, and go-live phases.
  • Managed data structure integration and migration into CRM effectively.
  • Executed deployment of essential Salesforce modules, including Service Cloud and Field Services Cloud.
  • Monitored budget adherence and reported progress to senior management.
  • Conducted gap analysis with partners to validate requirements before implementation.
  • Defined post-production support processes to maintain operational excellence.

Systems and Operation Program Manager

SOPRA
PARIS
08.2014 - 10.2017
  • Initiate the RFP to select new data center vendor, for clients platform migration while upgrading the architecture.
  • Define Key performance indicators matrices to evaluate selected vendors.
  • Responsible for the validation of the annexes related to the contract (Managed services, Security assurance plan, SLA, technical and operational architectural specifications).
  • Responsible on the Delivery phase, validation & acceptance phase of the new architecture.
  • Plan & Coordinate the migration of all Outsourcing clients to the new datacenter.
  • Optimize the collaboration process with the concerned business units (Client Managers, Run Managers, and Architects) and the client’s IT teams.
  • Management of performance & optimization program.
  • Responsible for the design and execution of the overall strategy for the disaster recovery plan vis-à-vis the clients.
  • Work closely with an external auditor performing ISAE3402 audit report.

Program Manager for Operational and Strategic Programs

SOPRA
PARIS
01.2012 - 08.2014
  • Developed KPIs and dashboards to monitor offshore activities effectively.
  • Prepared process and technology improvement recommendations for executive approval.
  • Provided consulting support for business process improvements and strategic planning.
  • Audited current processes to evaluate IT service provider quality.
  • Negotiated SLAs with vendors to optimize service delivery.
  • Defined criteria and recommendations to achieve cost reductions.
  • Led cross-functional teams to drive strategic initiatives and project completion.
  • Streamlined communication processes for improved collaboration.

PMO HR Access Solution

SOPRA
PARIS
12.2009 - 12.2011
  • Program is spread in multi-location (USA, Tunisia, France, Germany, India) with over 85 resources and a $32M budget.
  • Introduce the Agile methodology in the largest portfolio program at the organization.
  • Managing a team of up to 40 team leaders and developers organized into 8 agile teams.
  • Continuous improvement to development process, and client delivery.
  • Monitor and report project status while ensuring deadlines are met accordingly.
  • Manage all risks and issues associated to the development and solution Integration phase and takes preventative actions.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Software Consultant

National Geographic Society
WASHINGTON
04.2007 - 11.2009
  • Developed and maintained organizational website content to ensure accuracy and relevance.
  • Designed and developed web interfaces, enhancing user experience.
  • Monitored web servers and evaluated site performance, conducting tests and reporting findings.
  • Supervised content publication and coordinated code releases efficiently.
  • Provided post-launch support, serving as liaison among business, design, and development teams.
  • Tutored client content entry team on best practices and requirements.
  • Collaborated with cross-functional teams to improve project delivery and outcomes.
  • Conducted training sessions for staff on new software tools and applications.

Software Consultant

Arinc
OKLAHOMA
08.2006 - 04.2007
  • Focus on web-based applications in Java, Java Server Pages (JSP), JSTL, Struts, J2EE, Ant builds on MVC framework.
  • Experience in building and integrating custom multi-tier applications in the airlines industries.
  • Strong work ethics combined with problem-solving skills.
  • Analyzed software requirements to align with project goals and user needs.
  • Documented technical specifications and user manuals for software applications.
  • Facilitated workshops to gather feedback from stakeholders on software performance.
  • Worked closely with business teams to understand their needs and develop appropriate solutions.

Education

Master of Business Administration - Finance

University of Northern Virginia
Virginia, USA
05.2009

Bachelor of Science - Applied Computational Mathematics

Virginia Polytechnic Institute and State University
Virginia, USA
05.2006

Skills

  • IT management and operations
  • Team and project management
  • Account and vendor management
  • Lean and process improvement
  • Change and incident management
  • Communication and stakeholder engagement
  • Salesforce administration and CRM
  • Agile methodologies and frameworks
  • Service delivery and performance monitoring
  • Data analysis and operational documentation
  • KPI management
  • Salesforce integration
  • Governance frameworks
  • Stakeholder communication
  • Quality monitoring
  • ITIL framework

Certification

  • Project Management Professional (PMP), Project Management Institute (PMI), 03/11
  • ITIL V3 Foundation, EXIN, 04/12
  • SAFe 4 Practitioner, Scaled Agile Framework (SAFe), 12/19
  • ITIL4, PeopleCert, 03/21

References

References available upon request.

Languages

English
First Language
French
Proficient (C2)
C2
Arabic
Proficient (C2)
C2
Spanish
Advanced (C1)
C1

Timeline

Service Delivery Manager

CMA-CGM
04.2022 - Current

Cloud Migration Project Director

Amadeus
03.2020 - 03.2022

Integration Consultant Salesforce

Amadeus
10.2017 - 03.2020

Systems and Operation Program Manager

SOPRA
08.2014 - 10.2017

Program Manager for Operational and Strategic Programs

SOPRA
01.2012 - 08.2014

PMO HR Access Solution

SOPRA
12.2009 - 12.2011

Software Consultant

National Geographic Society
04.2007 - 11.2009

Software Consultant

Arinc
08.2006 - 04.2007

Master of Business Administration - Finance

University of Northern Virginia

Bachelor of Science - Applied Computational Mathematics

Virginia Polytechnic Institute and State University

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