KARIM IBEN-YOUSSEF

- Develop and maintain IT change management governance framework incl. policies, processes, and procedures that comply with the organization’s goals and objectives while following industry standards and best practices, such as ITIL.

- Define and communicate change policies, ensuring adherence across the organization.

- Ensure changes comply with relevant GxP and other regulatory requirements and industry standards, and collaborate with legal, quality and compliance teams to stay informed about regulatory changes affecting IT.

- Leverage the ServiceNow platform to implement the ITIL change management across the Fresenius Kabi organization; provide input on further improvements of the ServiceNow platform.

- Ensure GxP-relevant changes are properly documented and tracked in TrackWise and SAP Solution Manager tool.

- Optimize the existing change process to consider tracking of compliance-relevant changes, like data integrity, SOCs and data security.

- Manage the IT change delivery, ensuring stable operations, application upgrades and releases in close collaboration with the platform team.

- Continually monitor and analyze IT change management metrics to identify areas for improvement and trigger implementation of changes in alignment with service owners and platform team to improve IT change quality, effectivity, and efficiency.

- Identify and mitigate risks associated with changes, particularly those with strategic impact and develop strategies to minimize potential negative impacts and ensure a smooth change process.

- Manage the ITSM change management tool, ensuring that it is configured to meet the needs of the organization and that it is used effectively by IT teams.

- Develop and implement training programs to ensure that IT staff and other relevant stakeholders are knowledgeable about IT change management processes and procedures.

Collaborate with other IT teams to ensure that IT changes are integrated and delivered seamlessly across the organization.

• Executes the Change Management process tasks in adherence with global and local requirements.
• Coordinates and manages the Change Management process activities across the global factory and with external suppliers to agreed global and local SLAs.
• Escalates risks and issues to the Change Management Regional Process Owner.
• Supports Change Management reporting(KPIs and customer SLAs).
• Assists the Change Management Global and Regional Process Owners in driving Service management best-practice and ITIL process standardization.
• Assists the Change Management Global and Regional Process Owners in ensuring consistent end-to-end application of the Change Management process across their account(s).
• Experience with Service Now or another ITSM tools (Jira, 4me) including practical experience implementing or managing processes.
• Spearheaded company-wide cultural transformations by fostering collaboration, innovation, and adaptability across all departments.
• Created customized training materials that addressed specific needs of employees affected by changes, promoting a positive work environment during transition periods.
• Evaluated the impact of proposed changes, ensuring their alignment with overall business objectives.

• Review logs/reports on servers in the banking databases, operating systems, and applications.
• Verification of compliance changes made by the administrator and the person with the highest rights in the banking systems based on authorized declarations and verification.
• Planning, implementation, and taking responsibility for assigned tasks.
• Timely execution of assigned tasks without delay.
• Taking statistics from the performed activities and events in the system, in terms of security checks.
• Participate in projects: POC for the EMEA GCM team, onboard audit trails for countries within EMEA/ Cooperation with US transition team & regional log review teams.
• Preparation and update control procedures.
• Coordination and support for the adoption of the new control areas.
• Provide an immediate flow of information between other actions relating to your co-workers.
• Participation in effective team collaboration to implement the tasks.
• Provide a standard level of customer service internal/external.
• Cooperation with the team in order to improve quality and labor productivity.
• Support and implement the tools used in the work.
• Update team database data using SQL server management.

• Implementing software deployments & releases using various Deployment Management tools across multiple platforms - Serena ChangeMan DS and ZMF deployed to WINTEL, Z/Linux, UNIX servers, and ServiceNow.
• Providing support primarily for Consumer and Corporate systems and applications across Distributed Systems and Mainframe platform types and overseeing schedules.
• Continuity of business (COB) coordinator for EMEA deployment management team.
• Providing daily support and problem-determination resolution to the Deployment tool user community in accordance with CITI standards and processes.
• Delivering business and internal projects involving Deployment and Version Control tools, achieving this by directly working with the Deployment Tooling Manager, Senior Deployment Tooling Specialist, Project Managers, and other Data Centre streams.
• Providing support out of hours, weekends and bank holidays (when required) cover for Deployment and Version Control tools, reviewing & maintaining Deployment software at vendor supportable levels.
• Assist in deployment risk assessment and mitigation activities.
• Analyze deployment issues and provide effective resolutions.
• Coordinate with management to develop a deployment communication plan and deployment continuity plan.

• Providing support on top 8 products: 1. Password Reset 2. Remote Wireless Handheld 3. Collaboration Tools 4. Telephone/Voice 5.Voicemail System 6. Remote Computing Support 7.Messaging 8. Desktop.
• Solving remote VPN, internet/intranet, blackberry, java, and flash problems.
• Hardware-Liaise/coordinate with different resolver groups on any outages.
• Helping customers to solve their problems quickly, meeting the SLA.
• Administrating 2 applications - Virtual Tech and Virtual Change.
• Dealing with customers' surveys.
• Taking part in a globalization process.
• Responsibility for Duty Management (Middle East queue).
• Manage operational team, including performance and standards.
• Checking the quality of tickets/requests/calls (correct products, root causes, comments, updates, soft skills).
• Delegating work to staff and managing their workload and output and reacting to escalations.
• Preparation of training and coaching from the area of Remote Office and DSI infrastructure for other OneTouch engineers.