26 ansd'expérience
2026membre depuis
Mounir SAADI
Transformation · Projet / PMO · COO
CIO & CCO | Operations & Service Delivery Executive
« Leader IT exécutif avec 25 années d'expertise en gouvernance stratégique, opérations IT et transformation digitale. Expert reconnu en ITSM-Agile, Cloud (Azure/AWS), gestion de grandes équipes (150-300 personnes) et optimisation de service delivery (CSAT 88% → 98%). Spécialiste des transitions complexes (cloud, fusion, carve-out), avec forte capacité à aligner technologie, gouvernance et stratégie métier tout en générant de la valeur (1,5M€ annuel en revenue services). »
Parcours en bref
Director IT Operations & Infrastructure - Executive Interim Manager, Danone
Le cadre
IT&DATA France new target operating model and move to cloud ; managing 5 teams (150p+) QoS & ITSM, Infrastructure, Workplace & Service Desk, Biz Solutions, PMO & Innovation ; P&L ownership 30M€
Résultat
Building QoS Target Operating Model, enhancing ITSM-Agile, aligning global IT with French business priorities ; driving continuous improvement KPI's, SLA's, BSL's, Business Service Reviews
Director Operations & Move to Cloud - Executive Interim Manager, MSC
Le cadre
Track & Trace ecosystem move to cloud ; Azure PaaS environment for Africa Global Logistics ; TSA Exit in scope of carve-out / carve-in ; cost model alignment Africa vs Europe
Résultat
Set up Azure PaaS environment under strict standards ; designed & delivered DevOps & CCoE-oriented Target Operating Model ; implemented end-to-end Support & Run processes ; drove operationally carve-out/carve-in transition
Director Customer Service Operations - Executive Interim Manager, PriceHubble
Le cadre
Customer Service Operations Department, delivering first-class customer integration & support across 7 countries ; bridging Engineering & Product teams
Résultat
Deployed Professional Services globally ; implemented comprehensive Product strategy & documentation ; drove Knowledge Management & global AI transformation ; improved customer onboarding, reduced churn rate
Head of IT Operations & Quality of Service - Executive Interim Manager, Sacem
Le cadre
IT Operations Department Think-Build-Run QoS ; move to AWS Public Cloud ; managing 9 teams (150p+) Project, Integration, Testing, Production, SysOps, Tooling, Operations, Monitoring, QoS
Résultat
Built new target operating model, deployed ITSM-Agile processes, set up business QoS governance ; drove Legacy to AWS migration, organization review, training roadmap, change management
Head of QoS Transition & Operation - Executive Interim Manager, AXA Partners
Le cadre
Global IT Quality of Service Task Force ; new target operating model ; international matrix organization ; managing 10 teams (300p+) across regions & entities ; 24x7 Major Incident support for 40+ countries
Résultat
Built and operated QoS Task Force governance and roadmap with SteerCo's & dashboard reviews ; coordinated global MIM team ; deployed ITSM processes with ServiceNow, Jira, Confluence
Head of Quality & Service Transition - Executive Interim Manager, Covéa
Le cadre
IT Quality & Transition Delivery Department ; digital transformation ; managing 6 teams (150p+) multi-sites hierarchy & matrix environment ; corporate service agreement implementation
Résultat
Led ITSM processes through corporate service agreement implementation and wide people acculturation ; drove SLA-OLA's through ServiceNow ; delivered release management lifecycle with user & operational acceptance testing
Director Customer Satisfaction - Executive Interim Manager, Matooma
Le cadre
Customer Satisfaction Department ; European growth strategy ; defining End-to-End Customer Satisfaction Strategy & Service Management Budget 5M€
Résultat
Delivered top 20+ customers with best-in-class NPS program ; drove KPI's & customer service SLAs ; improved performance through Zendesk knowledge base integration ; engaged proactive communication
Global Senior Operations Manager - Executive Interim Manager, Michelin
Le cadre
Michelin Global Service Desk & Managed Services ; ORION transformation plan ; governing Global Managed Services ; leading Global Customer Service Desk 250p+ 6 sites 24/7 16 languages
Résultat
Successfully transitioned 40M€ from IBM to Computacenter in 6 months ; achieved 10% cost reduction over 2nd semester ; implemented 5M€ ServiceNow ITSM tool with KCS methodology
Group Service Centre Manager - Executive Interim Manager, SNI
Le cadre
Group Service Centre ; DSI XXI global digital transformation program ; managing 5 teams (125p) ; new customers' onboarding strategy & satisfaction
Résultat
Member of directors' board ; drove organizational model review aligned with new corporate digital strategy ; managed new customers onboarding
Customer Support Service Centre Manager, DELL
Le cadre
Enterprise ProSupport EMEA Services | Spanish Market (Servers & Storage) ; driving customer contact centre KPI's ; leading transformation with 6-Sigma continuous improvement
Résultat
Drove customer satisfaction, cost control, productivity, revenue, warranty risks KPI's ; led strategic people & business development ; managed offshoring transformation
Information Systems Manager - Consultant, BCGE
Le cadre
Infrastructures virtualization & outsourcing ; reviewing service desk, hosting & outsourcing contracts 80 MCHF ; IS cartography rationalization
Résultat
Reviewed contracts for cost reduction & optimization ; rationalized IS cartography, decommissioning plan ; validated technical workshops, architecture & concepts
Monitoring Room Manager - Consultant, Renault
Le cadre
Nearshoring Pelayo project to Spain ; global infrastructure monitoring ; 24/7 teams (50p) ; QoS & RCA reporting
Résultat
Led 7M€ nearshoring, sourced & managed 24/7 teams ; coordinated major incidents & disaster recovery for 5 monitored platforms (Unix/Windows, Network, AS400, MVS)
Multi-Sites IT Manager - Consultant, Bakkavör
Le cadre
European IS strategy for Bakkavör Group ; building IT master plan ; alignment with global IT vs European standards ; managing IT Europe teams (30 engineers & technicians)
Résultat
Set up IT master plan with global vs European standards alignment ; managed multilingual support across France, Spain, UK, Czech Republic
System & Network Manager, Neotic
Le cadre
Providing and maintaining company systems and network resources ; 500K€ IT resources delivery ; setting up intranet, CRM, groupware, messaging, telephony, hotline
Résultat
Delivered IT resources 500K€ ; ensured security & monitoring of production platform ; maintained partner relationships ; ISO 9001:2000 certification
IT Engineer - part-time, CNRS
Le cadre
Providing IT services, systems administration, and development of tools for research purpose ; managing IT delivery & support for research center
Résultat
Managed IT delivery & support, procurement, training for internal users ; programmed solutions in C (NCP) ; analyzed Météo France raw data, scheduled batches on server clusters
Certifications
ISO 27001ITIL v3 FoundationPRINCE2 Foundation
Langues
Anglais · Courant
Espagnol · Professionnel
Français · Bilingue
Formation
2002-2004 · Master's Degree in Computer Science Network Administration & SecurityMaster
2016-2018 · Executive MBA Leadership, Governance & Team PerformanceMBA
Mon terrain de jeu
Contextes de transformation
Carve-out / Carve-inConduite du changementOptimisation opérationnellePMO / Gestion de projetRestructuration / RéorganisationTransformation digitale
Domaines d'expertise
Customer Experience & SupportIT & Systèmes d'informationOperations & Service Delivery
Méthodologies
Autonomie & initiativeCommunication & influenceEsprit analytiqueGestion du changementLeadership & managementOrientation résultats
Outils & méthodes
AWSAzureJira / ConfluencePower BIServiceNowZendesk
Échelle & périmètre
Entre 150 et 500 ETPFiliale de groupeGroupe / CorporateSociété internationaleStartupSociété cotée
Secteurs
AgroalimentaireAssuranceSecteur public & CollectivitésServices aux entreprisesTransport & Logistique
Zones d'intervention
Périmètre
Afrique du NordEurope de l'OuestEurope du NordFranceInternationalMoyen-Orient
Régions
Auvergne-Rhône-AlpesBourgogne-Franche-ComtéBretagneCentre-Val de LoireCorseGrand EstHauts-de-FranceÎle-de-FranceNormandieNouvelle-AquitaineOccitaniePays de la LoireProvence-Alpes-Côte d'Azur
Bases
Montpellier
~1 h au quotidien · jusqu'à ~3 h avec 2 j de télétravail
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