Farah Ben Salem
Wetteren
Summary
Dedicated and results-driven Junior Project Manager/Service Delivery Manager with experience in the SaaS industry, adept at project planning, stakeholder management, and crisis resolution. Skilled in navigating and managing unexpected challenges, ensuring project continuity and successful outcomes in high-pressure environments. Proficient in driving project success while aligning with business objectives and customer needs.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Project Manager/Service Delivery Manager
TrustBuilder
09.2021 - Current
- Taking ownership of incidents by adhering to agreed-upon SLAs. coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Tracking and monitoring key performance indicators (KPIs) related to service delivery, including service uptime, response times and resolution time.
- Providing accurate and regular reports to the management on performance of the service delivery and arranging service review meetings with the customers
- Acting as the primary escalation point for resolving complex issues and challenges during service delivery, working closely with internal teams and clients to find effective solutions and minimize service disruptions.
- Fostered strong relationships with clients, serving as the main point of contact and ensuring overall satisfaction with the services provided
- Leading the implementation of the TrustBuilder cloud solution for clients, overseeing project scope, timelines, and budgets to ensure successful delivery
- Facilitating effective communication and collaboration among project stakeholders, including customers, technical teams, and external vendors, to ensure project success
- Proactively identifying and addressing project risks and issues to mitigate potential disruptions and ensure project milestones were achieved on schedule
- Facilitating steering committee meetings and status meetings, preparing comprehensive agendas, presentations, and reports to drive informed decision-making and stakeholder engagement
- Developing and managing project plans, scope, resource allocations, and timelines, leveraging Agile methodologies to adapt to changing requirements and priorities
- Collaborating with cross-functional teams for the successful delivery of the project (Integration team, Development team..) while adhering to both Agile and waterfall principles and best practices
Consultant (In-company project)
Condugo
03.2021 - 06.2021
- Assist Condugo in marketing its Energy management platform and expanding it in the (petro)chemical industry across Europe.
Junior consultant
EUROPE Ltd
08.2019 - 08.2020
- Advise clients (such as the European Commission, the DFID, the World Bank) in the Management of Economic transition, in rebuilding market structures and developing the governmental institutions of developing and under-developed countries.
Internship
CCM Consulting Group
06.2018 - 09.2018
Education
Msc in Marketing and Digital Transformation -
Vlerick Business School
06.2021
BA International Economics and Management -
Budapest Business School
01.2020
Skills
- Microsoft Office 365
- PowerBI
- MS Project
- Jira
- Trello
- TeamLeader
- IonBiz
- Confluence
- Zendesk
Certification
PRINCE2 foundation
References
Kristine Couk, PMO at TrustBuilder : kco@trustbuilder.com
Kris Van Opstaele, Head of Service Management at TrustBuilder : kvo@trustbuilder.com
Languages
Arabic
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Project Manager/Service Delivery Manager
TrustBuilder
09.2021 - Current
Consultant (In-company project)
Condugo
03.2021 - 06.2021
Junior consultant
EUROPE Ltd
08.2019 - 08.2020
Internship
CCM Consulting Group
06.2018 - 09.2018
Msc in Marketing and Digital Transformation -
Vlerick Business School
BA International Economics and Management -
Budapest Business School
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