Laurent Theimer-Lienhard

Corporate Manager, accountable for the global process ownership of Service Level Management, Service Reporting and Service Catalogue ITIL Processes worldwide across all CI divisions (design, continuous improvements, deployment, certification). Leading a virtual international team of process managers, achieving and retaining SLM ISO 20k certification and improving KPMG benchmark results. Member of the core team defining the new corporate strategy to move towards a new Service Orientated Organization

Management of Capacity & Availability Processes across Serono/Merck Serono Corporate Information Divisions. Development of Capacity Plan, evaluation of new and emerging products and technologies, studying and researching appropriate Capacity Tools. Working on the Corporate Infrastructure Consolidation Program (Skyline), implementing new synergies and cost savings projects between Merck and ex-Serono IT Infrastructures and IT Applications. Design of Infrastructure Sourcing Strategy, working on outsourcin

Management of Distributed Servers (Infrastructure and Application) covering Europe, Caspian and Africa (ECA) as well as Russia (SLR) for Schlumberger. Implementation of new support model, centralized and virtual (Enterprise Support). Management of 2 international teams (12 administrators) specialized and dedicated. Management and deployment of ECA Projects. Profit and Loss management, People Management by objective.

Management of 5 international shared teams (35 people), including P&L management, KPI and SLA reporting. Regional projects management, improvement of services, methods and processes. In charge for all Europe Africa and Russia of the Shared Services for an internal IT Services contract (2Net) covering IT supports and services including: IT Projects, Service Desk, LAN, Infrastructure Servers, Desktop Support, Video Conferencing Systems, and Inventories).

Management of 20 people, responsible for the 2Net contract in France, (10 sites, 1200 users, 1350 PCs and 50 servers) including P&L Management and revenue forecast. In charge of customer satisfaction and quality of service. Ensure service efficiency, business profitability and seeking for new business opportunities. Customer Relationship Management, aligning business needs and IT solutions and IT contracts for internal customers.

Management of 9 people, in charge of local IT Services and facilities: System, Network & Infrastructure services including WAN, Security, LAN, infrastructure servers, desktop supports (2 sites, 250 users, 300 PCs and 30 servers). Management of projects like Network & Security upgrade (VLAN, FW, DMZ), Y2K migration, Infrastructure Consolidation (including the merge of sites and new business requirements specification for a new Training Centre and a Data Centre), integration into Schlumberger Global Network

Management of 1 person, Responsible for the integration, test and release management of the SemaVision product: new generation of billing and customer care System for Telecommunication Operators. Working on Analysis and design on R&D Telecom future products. Definition of software integration method and strategy as well as evaluation of new testing tools.

Supervision of 4 people, responsible for the system-testing phase of software modules of Cabs2000 product (previous version of CCBS for Telecommunication Operators).

Design and development of software, tools and demonstration products used by Sales and Marketing Department. Migration of SLM Process and Documentation into HPSM, R&D Software built using Object Orientated method.

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