Oihid Dja-Daouadji

Oihid Dja-Daouadji
Service Manager – Service Management Consultant
Secrétariat : +33 (0)4 73 78 79 38
Professional experience area
Service management
- Value proposition and service catalogue elaboration
- Process formalization and workflow modelling
- IT practices maturity assessment
- Process reengineering: concrete target implementation
- Business case, ITSM tools benchmark and ITSM scoping
- ITSM program management
- IT process management
Companies : Lafarge, LVMH, BNPP, Banque de France, Air Liquide, MMH…
Quality and continual improvement
- Quality system establishment and management compliant to 9K and 20K ISO standards
- KPIs and dashboards definition and deployment
- Identification, consolidation and management of continual improvement plans
- Customer service and customer relationship improvement
- Process and quality review meetings organization and facilitation
Companies : Banque de France, Malakoff Humanis, Free…
Transformation program management and organizational change management
- Organizational transformation: IT Service management operating model definition, roadmap design and programme management
- Digital and technological transformation: digitalization and modernization project portfolio definition for IT operation department (IA, Big Data, robotization, automation and Cloud)
- Organizational change management: communication and facilitation
Companies : Servier, Alstom et GE, Banque de France, BNPP…
Entreprise architecture
- Business architecture target definition
- Application architecture, product and service solution architecture definition and formalization
- Mapping of a system including products, services and processes
- IT master plan design
- Enterprise architecture framework formalization, including principles, rules and patterns
Companies : PSA Banque, BNPP, BPI France, AccorHotels Arena…
Work experience
Service management leader
Onepoint since may 2016 :
- BPI France : Master data management tool (MDM) architecture formalization, technical architecture drafting coordination
- La Banque Postale : IT practices assessment of one of La Banque Postale’s strategic solution supplier, recommendations and action plan formalization
- AccorHotels Arena : Digital transformation, master plan design to increase revenue and improve customer experience
- Malakoff Humanis : IT processes convergence of two IT production after a merge
- Banque de France : Modernization and digitalization of IT production
- Banque de France : ITSM tool opportunity study, business case, scoping and architecture as part of an ITSM tool replacement project
- Bank PSA Finance : Architecture actualization of a car funding and configuration internal solution
- BNPParibas : Architectural framework and transformation roadmap formalization
- Servier : IT transformation strategy definition and implementation aligned to the business strategy
- BNP Paribas : 7 IT service management processes improved
- Malakoff Médéric : Quality team set up
Senior consultant in service management
OCGI Business consulting – April 2013 – May 2016 :
- Banque de France : Quality management system optimization based on ISO 9001 and ITIL
- Alstom : As part of the buyout by GE, elaboration of a communication plan on IT impacts
- Michelin : Existing IT asset management process analysis. Reporting and recommendations
- LVMH : IT service management processes optimization to increase customer satisfaction and operation efficiency
- Lafarge : Infrastructure service catalogue formalization and quality of service improvement through IT processes improvement. Customer service and communication reshape
- Bureau Veritas : IS technical supervision process reengineering
ITSM Consultant
DEVOTEAM – September 2011 – March 2013 :
- Air Liquide : Major incident process management, crisis management
- BNP PARIBAS, Personal Finance : Organizational change facilitation of an ITSM tool deployment
- OSEO : Maturity assessment of some critical IT processes, implementation of recommendations
Quality of service manager
Free – 2006 – 2011 :
- Quality manager (May 2010 – September 2011) : management of customer service process quality assessment and monitoring, analysis: corrective actions proposal, implementation of improvements
- Quality assessor (May 2008- April 2010) : quality of service continual assessment in accordance to an internal standard compliant with AFNOR requirements, reports drafting
Core skills :
- Service Management
- ITSM
- IT Process formalization
- Quality and continual improvement
- Maturity assessment
Transversal skills :
- Project and program management
- Team management
- Organizational change management
- Complex concepts formalization
- Excellent writing skills in French and very good in English
Certifications :
- ITIL 4
- Scrum PSM
- ITIL V3 2011 Transition
- TOGAF 9.2 Certified
Education :
- Master of Management: “Conseil en Organization et Conduite du Changement”, 2010, Conservatoire National des Arts et Métiers (Cnam), Paris 3ème
- A-level: Literature, maths option 1997, Lycée Jules Ferry, Paris 9ème
Mastered languages :
- English : fluent
- French : native