Morchid Yacir

Led the companys AI-driven support transformation, optimizing efficiency and reducing costs. Conducted an in
depth audit of existing support systems including tools, contracts, and financial structures to identify
opportunities for modernization. Built a compelling financial case demonstrating potential cost savings and
service quality improvements, securing executive buy-in and project approval.
Worked closely with internal teams to define requirements and develop a detailed specification document
aligned with business needs and regulatory constraints. Partnered with procurement teams to issue a structured
RFP, ensuring a competitive vendor selection process. Evaluated industry-leading AI solutions, assessed
vendor proposals, and led the selection of the most suitable integrator based on technical capabilities, financial
feasibility, and long-term sustainability.
Led the identification and transformation of data for AI training across the company, ensuring quality, structure,
and compliance with European regulations. Collaborated with data and legal teams to address privacy, security,
and governance while optimizing datasets for model performance. Oversaw the entire project lifecycle, from
vendor selection to solution integration and change management, ensuring a smooth transition and successful
adoption of AI-driven support processes.

Led a comprehensive analysis of the IT department, identifying strengths and areas for improvement to support
strategic decision-making for sponsors and the CIO. Developed and implemented a roadmap that increased
efficiency by 20% and reduced costs by 30% through phased AI adoption, optimized outsourcing contracts, and
streamlined IT tools.

Designed a new IT operating model to enhance collaboration between IT and business teams, aligning
operations with organizational objectives through well-defined KPIs and SLAs. Improved ITIL and business
processes to strengthen incident resolution, change management, and automation, driving operational
efficiency. Standardized supplier contracts and interactions, set realistic SLAs, and improved vendor
performance by 25%, optimizing service delivery and costs.

Implemented quick-win actions, including new governance roles to improve decision-making and accountability.
Integrated AI-driven solutions to build and share knowledge across IT teams, enhancing collaboration and
efficiency.

Managed the global consolidation of IT processes, merging existing ITSM tenants, tools and portals into one
instance, aligning all countries on a single global process, and deploying a self-service portal for 30+ countries.
Led the standardization of service catalogs for IT, Finance, HR, and Supply Chain across subsidiaries,
improving service efficiency and consistency.
Collaborated with stakeholders to gather and analyze business requirements, aligning project objectives with
legal, technical, and operational constraints.
Designed and delivered training on optimized processes, supporting complex system changes and ensuring
readiness for global deployment (SAP, Salesforce, Ivanti).
Coordinated with local project managers and CTOs to ensure compliance with legal, technical, and human
constraints.
Assisted in selecting service providers (TCS, Accenture) and managed SLAs to optimize service delivery.
Monitored project timelines and budgets, implementing risk management strategies to ensure on-time, within
budget delivery.

Conducted in-depth analysis of existing tools and functional architecture, identifying improvement areas for
transitioning to a comprehensive new tool supporting ITSM, CMDB, operations, license management, and
supervision.
Benchmarked ITSM tools (ServiceNow, BMC, JIRA, Ivanti) and provided recommendations based on
functionality, cost, and ease of maintenance.
Led workshops with key stakeholders to ensure buy-in and smooth implementation of the proposed solutions.
Presented transformation scenarios with a potential 40% cost reduction through tool optimization and process
automation.
Developed a comprehensive business case, detailing the projects roadmap, cost analysis, and
recommendations for a unified ITSM solution.

Led the global migration from BMC to ServiceNow, standardizing ITIL processes across 15+ countries.
Redesigned incident, problem, change, and request processes based on ITIL best practices, improving
responsiveness and IT service efficiency.
Managed the implementation of a global CMDB, enhancing IT asset and configuration management.
Conducted detailed workshops with HR, industrial, and finance stakeholders to gather and analyze business
requirements, ensuring alignment with organizational objectives.
Developed comprehensive process documentation, workflows, and training materials to support user adoption
and facilitate execution within complex systems (e.g., SAP, ServiceNow).
Onboarded HR and industrial teams to create dedicated service catalogs and portals, improving request
management.
Streamlined technical interfaces with suppliers, enhancing performance and reducing support costs.
Created and managed an offshore IT support and development team, ensuring deliverable quality and SLA
compliance.

Managed IT projects across energy, telecom, and automotive industries, focusing on ServiceNow and BMC
implementations, process improvements, and IT deployments.
Key roles included incident manager at Renault, ITIL process redesign at AXA, and project lead on ITIL and
cloud transitions at GDF SUEZ.