Jean-Pierre Gilles

 

Introduction

Jean-Pierre Gilles  has more than 25 years of experience as IT professional and has become an expert in transforming IT organizations into customer oriented service centers. He worked first in internal IT departments, for about 15 years, mostly in service management positions and in the international industry sector. He then spent 7 years in the consulting business, mainly as a freelance consultant, before moving to the outsourcing business , 7 years ago, where he held several service oriented management positions.         

A certified IT engineer from the INSA of Rennes (France) he started his career in the banking sector, and was very early confronted to the challenges of IT departments trying to meet the business and customers’ expectations. Although an expert in the telecom area and a recognized international  project manager, he decided to dedicate his focus to the challenge of IT services providing value for the business. 

From his first position he has got used to defining service offering and strategies, organizing service delivery and support and managing internal or external customer’s relationship. An early ITIL adopter (first certification in 2001) he has helped various companies in different sectors define and implement ITSM processes and tools as well as optimize service effectiveness and value creation. 

As a complement to the ITIL framework that he worked with for many years, he got knowledgeable about the eSCM-CL and SP models and got certified from Carnegie-Mellon ‘s ITSCQ  in 2008 and became  a member of the review committee for the first French translation of eSCM-CL framework  in 2013. 

In his last position as Business Relationship Director, he assembled and managed a mixed team of  Sales, Presales, Customer Account and Service Delivery managers working together to better achieve customers’ satisfaction.

 

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Bibliography

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