Céline Tisserant
Informatica Service Delivery Manager @bp
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WORK HISTORY
Informatica Service Delivery Manager @bp
Accountable for the availability and warranty management of the UK/US Informatica service (infrastructure, application and software) following agreed support processes and service levels. Single point of escalation for platform matters across project and production stacks and supervised closely any maintenance activities involving outages; liaising with support and technical teams. Major achievements:• Contributed to the creation of the Informatica centre of excellence and created a robust and reliable agile service promoting the reuse of the enterprise’s assets and the simplification of the support model.• Performed on-going reviews of service costs against target and provided input into annual planning and costing cycles for both operational and investment costs.• Identified and communicated service risks, including service continuity, availability and capacity risks, and drove appropriate mitigating actions to minimise the residual risk position; reporting quarterly to leadership teams. • Participated in monitoring and reporting compliance against corporate policies and Sarbanes Oxley provisions; providing data to internal and external audit organisation and worked proactively with the support team to close any gaps.• Participated in the creation of a community of practices across BP to underpin the development of the Informatica service roadmap and identify opportunities for further instance consolidation to one single operating model, service performance improvements (including capturing customer satisfaction), licence and support cost savings.• Contributed to the development of shared solutions culture, working continuously on the standardisation of ways of working between SAP and non-SAP systems to extend skills and capabilities within services lines.
EDUCATION
Electronics and Computer Science Engineering school (ISEP, Paris)
Master’s degree of Engineering
Lycée Janson de Sailly (Paris)
A-Levels in Maths with Honours
Lycée Fenelon Sainte Marie (Paris)
Private High profile mathematics and scientific preparatory course of University
SKILLS
ABOUT CÉLINE TISSERANT
An experienced international Service Delivery Manager with a strong record of achievement within the Oil & Gas and Finance sectors; providing services across multiple providers in a complex, cross-functional and global environment. Has successfully led major change and improvement initiatives through the development and implementation of support strategies; reducing costs and improving services. Recognised as an extremely effective communicator, with outstanding stakeholder relationship building and influencing skills and the ability to motivate multi-functional/multi-cultural teams to accomplish demanding objectives; managing internal, remote, onshore and offshore resources. ITIL V3, ITIL Continual Service Improvement and PRINCE2 certified.SELECTED CAREER ACHIEVEMENTS• Avoided substantial potential financial and reputational risk for BP through the development and implementation of a comprehensive global Informatica service improvement plan encompassing people, technology, processes and service delivery; delivering over 1 year of silent running with incident-free quarterly finance and release processes.• Played a key role in the $17m BP Informatica re-platforming and upgrade Project, providing service management expertise for re-architecture of the service model to improve performance and alignment with service line roadmaps and future demands. • Made a major contribution to the BP Strategic Sourcing Programme for supplier management simplification especially in the Data Service area including Informatica. Worked closely with BP Vendor Manager on the MSA consolidation and assessed capabilities and skills of five suppliers. • Delivered an 80% reduction in process or skills-related incidents for UBS France; considerably improving the \'time to market\' efficiency and enhancing the reputation of the department across the business. This followed a 50% reduction in the team size and was achieved through a highly successful training and mentoring program.
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