Marion VIDAL

Delivery Management of the second and third lines of support
for the all Airbus Divisions across Europe. 20 FTE.

• Local and remote management of the End User support teams in the frame of the Bundle II of the Airbus Digital Workplace's contract. Google web based applications.
• SLA & OLA achievement, continuous improvement framework, transition management.
• Leading and hosting weekly and monthly customer reviews.
• Volume and workforce forecast, commercial forecast, P&L review.
• Technical command center, MIM management.

Management of a team of 17 engineers and 2 team leaders across 5 customers (GE / UCB / Astra Zeneca / Adidas
/ BT)

• Payroll, planning and absence management. Performance management of direct reports and subcontractors to meet SLAs and OLAs
• Knowledge capture/ Knowledge transfer
  Host monthly & weekly service reviews with service managers and customer contract managers.
• Subcontractors’ selection, rate card negotiation and strong relationship building.
• P&L management - PO and cross charging actions.

Management of various teams ( First and second line of support, Core hours and 24*7)

• Leading individual development according to GSD process and company values. RTM management, floor walking and quality review to align with OPI targets and contractual SLAs.
• Absence, payroll and career management,

Corporate Project Coordinator of 8 onsite technical project managers across North of France regions.

• Leading suppliers, negotiation and contract closure
• Hosting monthly/weekly operational reviews
• Attending public manifestation on behalf of the Iliad across the country - Crisis management: Press and public facing