Arno Morsa available

Arno Morsa

Service Delivery / Project Manager

available
Profileimage by Arno Morsa Service Delivery / Project Manager from
  • Freelancer in
  • Graduation: not provided
  • Hourly-/Daily rates: not provided
  • Languages: English (Full Professional) | French (Native or Bilingual) | Dutch (Native or Bilingual)
  • Last update: 12.07.2019
KEYWORDS
PROFILE PICTURE
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ATTACHMENTS
Arno Morsa Freelance SDM & PM
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SKILLS
During almost 4 years I acted as the Service Delivery/Project Manager/Solution Engineer for one of Deloitte's biggest accounts. In my role I was responsible for maintaining the Salesforce environments and to continuously improve them following the AGILE values.

As a Service Delivery Manager my responsibilities were:

• Ticket Management
• Incident Management
• Problem Management
• Change Management
• Release Management

As a SDM I’ve setup the Incident, Problem, SLA’s, Change and Release management together with the client. I followed up the tickets (100/month) and dispatched them to my team (2 near shore and 2 on shore resources). Every month I presented a detailed report of our monthly efforts in the BSM (all logged tickets opened/closed, time spent, backlog evolution, budget estimations, ...)which I created from my custom ticketing (Cloud) tool.

The Salesforce products I worked with (all Public cloud applications):
• Salesforce Classic
• Social Studio
• Marketing Cloud
• Salesforce Lightning
• Salesforce Service Console
• Salesforce App

As a Project Manager I was responsible for:

• Defining Sprints
• Leading Daily stand-ups
• Time Management
• Monitor & Report
• Cost & Budget Management
• Team Management

As a PM I was responsible for the continuous improvement of the Salesforce environments. Every month together with the product owner and the Key Users I made a sprint from the open change requests in the backlog. I estimated the resources and the budget and planned the overall sprint to
ensure a timely and monthly release.

Finally as a Solution Engineer I was accountable for:

• Defining Epics
• Risk analysis
• Defining User Stories
• Creating Designs
• Ensure Architectural fit

Because I was the only resource who had been that long at the account, I
was the go-to-person regarding all Salesforce implications. All new processes,
API’s, implementations of new products, projects, marketing campaigns,... that
were referencing to Salesforce came through me for an impact and risk
analysis. In this role I worked together with different project teams
(Infrastructure, Service Desk, Network,…) in order to align designs and
guarantee a seamless implementation.
REFERENCES
During almost 4 years I acted as the Service Delivery/Project Manager/Solution Engineer for one of Deloitte's biggest accounts. In my role I was responsible for maintaining the Salesforce environments and to continuously improve them following the AGILE values.

As a Service Delivery Manager my responsibilities were:

• Ticket Management
• Incident Management
• Problem Management
• Change Management
• Release Management

As a SDM I’ve setup the Incident, Problem, SLA’s, Change and Release management together with the client. I followed up the tickets (100/month) and dispatched them to my team (2 near shore and 2 on shore resources). Every month I presented a detailed report of our monthly efforts in the BSM (all logged tickets opened/closed, time spent, backlog evolution, budget estimations, ...)which I created from my custom ticketing (Cloud) tool.

The Salesforce products I worked with (all Public cloud applications):
• Salesforce Classic
• Social Studio
• Marketing Cloud
• Salesforce Lightning
• Salesforce Service Console
• Salesforce App

As a Project Manager I was responsible for:

• Defining Sprints
• Leading Daily stand-ups
• Time Management
• Monitor & Report
• Cost & Budget Management
• Team Management

As a PM I was responsible for the continuous improvement of the Salesforce environments. Every month together with the product owner and the Key Users I made a sprint from the open change requests in the backlog. I estimated the resources and the budget and planned the overall sprint to
ensure a timely and monthly release.

Finally as a Solution Engineer I was accountable for:

• Defining Epics
• Risk analysis
• Defining User Stories
• Creating Designs
• Ensure Architectural fit

Because I was the only resource who had been that long at the account, I
was the go-to-person regarding all Salesforce implications. All new processes,
API’s, implementations of new products, projects, marketing campaigns,... that
were referencing to Salesforce came through me for an impact and risk
analysis. In this role I worked together with different project teams
(Infrastructure, Service Desk, Network,…) in order to align designs and
guarantee a seamless implementation.
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