Yacine Ghanjaoui

• Led and managed a high-performing team responsible for the design, implementation, and maintenance of IT infrastructure, ensuring reliability, scalability, and security.
• Defined and executed IT operational strategies aligned with business goals, resulting in improved system uptime and reduced incident response time.
• Oversaw the deployment and management of network infrastructure, cloud services, data centers, and enterprise applications, ensuring optimal performance and adherence to best practices.
• Implemented ITIL-based processes for incident, problem, and change management, leading to increased efficiency and service delivery improvements.
• Collaborated with cross-functional teams to drive IT projects, including system upgrades, migrations, and technology integrations, ensuring seamless operations and minimal disruptions.
• Managed vendor relationships, negotiated contracts, and ensured service-level agreements (SLAs) were met, optimizing cost-efficiency and quality of services.

• Research and identify new business opportunities - including new markets, growth areas, trends, customers, partnerships, products and services
• Performing ongoing analyses on business processes related to productivity, quality, costs, and time management
• Presenting progress reports and integrating feedback
• Revising and updating Business procedures and policies.
• Facilitated and managed business development plan based on market and industry research.
• Leveraged cold calling, in-person visits and referrals to build leads.
• Compiled and submitted monthly and yearly reports.

• Perform periodic service delivery reviews with business groups, and with the Global Service Centres and other 3rd party vendors, and follow up agreed improvement plans
• Review and provide process improvement recommendations to central support groups based on local experience
• Managed service delivery expectations.
• Developed long lasting and effective relationships with clients by providing onboarding, in-depth training and continuous technology support.
• Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
• Established policies and strategies for resource allocation and infrastructure while managing service delivery expectations.

• Successful completion of Streamline initiatives including Service Desk and local application transitions
• Project and Infrastructure Management
• Developed reports to outline project status, budget data and other information.

• Infrastructure and Application support
• Kept project teams on-task with proactive control of budgets, schedules and scopes.
• Updated project plans based on changing objectives, specifications and staff availability.