Saïk Diallo
Service Delivery
Arouca
Profil professionnel
Technically minded and passionate about technology, I thrive on sharing knowledge and driving service excellence. With extensive experience in IT service delivery, knowledge management, and process optimization, I combine a strong technical foundation with strategic thinking. Skilled in ITSM tools, CRM systems, and Microsoft technologies, I focus on continuous improvement and efficient service operations.
Vue d'ensemble
17
17
years of professional experience
3
3
Certification
Expérience
Service Delivery Manager
Fujitsu GDC Portugal
05.2023 - 10.2025
- Oversee day-to-day operations of IT Service Desk ensuring smooth service delivery.
- Monitor productivity levels and ensure adherence to operational procedures.
- Act as the primary point of contact for clients within assigned scope.
- Develop and maintain service performance indicators and operational reports.
- Ensure partner compliance with performance commitments and delivery standards.
- Drive continuous improvement initiatives and coordinate with cross-functional teams.
- Analyze performance metrics to identify areas for improvement and ensure client satisfaction.
Knowledge Process Manager
Fujitsu GDC Portugal
09.2015 - 05.2023
- Designed and implemented IT processes and documentation.
- Monitored process efficiency through KPIs and ensured continuous improvement.
- Enhanced knowledge base architecture to increase agent proficiency.
- Collaborated with incident and MIM process owners to address systemic issues.
- Led operational meetings with internal and external support teams.
- Produced analytical reports on trends, knowledge gaps, and performance metrics.
- Contributed to ITIL process improvements, primarily Incident and Problem Management.
IT Support Technician (Tier 2)
Teleperformance Portugal
07.2014 - 09.2015
- Provided second-line support for Lotus Notes, VPN, and mobile device administration across EAME and AP regions.
- Assisted first-line teams to improve first call resolution and avoid unnecessary escalations.
- Created documentation and training materials to enhance team performance and user satisfaction.
- Delivered onboarding and refresher training sessions for new recruits.
Technician SPOC VOIP
WIBOX
06.2012 - 08.2013
- Acted as technical liaison with external suppliers for VoIP solutions.
- Monitored service activity and resolved global incidents.
- Documented technical developments and coordinated with the technical department.
- France
Team Manager – Technical Support
MAXESSLAND
02.2012 - 05.2012
- Managed a team of technicians, overseeing assignments and case tracking.
- Monitored technician performance and client satisfaction.
- Documented procedures and handled complex on-site interventions.
- France
Team Manager – Customer Service and Technical Support
WIBOX
04.2011 - 10.2011
- Recruited, trained, and supervised technical support staff.
- Implemented process and tool improvements to enhance customer satisfaction.
- Monitored SLAs and KPIs, reporting to senior management.
- Coordinated with operations and sales teams to align service performance.
- France
IT Technician
IT Partner
09.2008 - 04.2011
- Managed IT infrastructure for small and medium businesses.
- Installed and configured operating systems, software, and VOIP solutions.
- Provided remote and on-site technical support and maintenance.
- Trained end-users on digital tools and interactive boards in educational environments.
- France
Formation
BTEC Higher National Diploma - Sales Management
Centre de formation continue
Roanne, FranceBTEC National Diploma Advanced (NVQ Level 3) - Sales Management
Lycée Beauregard
Montbrison, FranceYouth Training (NVQ Level 1, 2) -
Lycée Beauregard
Montbrison, FranceCompétences
- Windows Operating Systems and Server Administration
- Microsoft Office Suite including Power suite
- Indicators follow-up
- Continuous improvement
- Intune
- Network & VPN (Cisco AnyConnect, RSA)
- Antivirus Solutions (Symantec Endpoint, Kaspersky)
- MDM Administration and Support
- VoIP Systems Configuration and Maintenance (IPBX-based)
- Problem Solving and Troubleshooting
- ServiceNow (Advanced User, Certified System Administrator)
- Agile and Lean Methodologies
Certificats
- Knowledge Centered Service (KCS) Foundation Certification
- ServiceNow Certified System Administrator (ID: 22207235)
- Microsoft Certified Professional (MCP – F155-8050)
- Microsoft Certified Technology Specialist (MCTS – C368-2185)
- ITIL Foundation
Informations complémentaires
Home automation
New technologies
Manga and Comics
Handball
Languages
French
Langue maternelle
English
Courant
Portuguese
Courant
Chronologie
Service Delivery Manager
Fujitsu GDC Portugal
05.2023 - 10.2025
Knowledge Process Manager
Fujitsu GDC Portugal
09.2015 - 05.2023
IT Support Technician (Tier 2)
Teleperformance Portugal
07.2014 - 09.2015
Technician SPOC VOIP
WIBOX
06.2012 - 08.2013
Team Manager – Technical Support
MAXESSLAND
02.2012 - 05.2012
Team Manager – Customer Service and Technical Support
WIBOX
04.2011 - 10.2011
IT Technician
IT Partner
09.2008 - 04.2011
BTEC Higher National Diploma - Sales Management
Centre de formation continue
BTEC National Diploma Advanced (NVQ Level 3) - Sales Management
Lycée Beauregard
Youth Training (NVQ Level 1, 2) -
Lycée Beauregard