Oihid Dja-Daouadji

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