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wafa latiri

@wafalatiri

Service Delivery Manager at Proxym-Group, maintaining 97% SLA compliance across critical client services.

At Proxym-Group, I directed critical software services for international banking, insurance, and public sector clients. I managed over 10 client accounts and achieved 97% SLA compliance through KPI tracking and service improvement plans.

I also led L2/L3 incident management and coached a team of eight support engineers. Earlier at Proxym-Group, I delivered web and mobile platforms and managed .NET projects; at Acceleate, I contributed to a secure internet banking platform and a Louis Vuitton e-commerce platform.

Experience

Work history, roles, and key accomplishments

Service Delivery Manager

Proxym-Group

Jan 2018 - Mar 2026 (8 years 2 months)

Directed critical software services for international banking, insurance, and public sector clients, managing over 10 mission-critical accounts and achieving 97% SLA compliance. Led a team of 8 L2/L3 support engineers and supervised 24/7 service continuity.

SLA Management Major Incident Management Root Cause Analysis KPI Management Team Leadership Budget Management Agile Scrum Jira A PM Instana Dynatrace 24 7 Support

Project Manager

Proxym-Group

Jan 2016 - Dec 2017 (1 year 11 months)

Directed end-to-end delivery of large-scale Web and Mobile platforms with budgets exceeding €100K, managing multi-disciplinary teams using Agile/Scrum methodologies.

Project Management Agile Scrum Sprint Planning Risk Management Stakeholder Management Web Development Mobile Development

Project Manager & .NET Technical Lead

Proxym-Group

Feb 2012 - Dec 2015 (3 years 10 months)

Managed Web development projects and evolutionary maintenance of .NET enterprise applications for a French market client, leading the maintenance engineering team and designing system architecture.

ASP.NET MVC EF4 .NET 3.5 LINQ Razor jQuery AJAX Visual Studio SQL Server IIS7 AngularJS SVN Technical Leadership Code Review

Java / J2EE Software Engineer

Acceleate

Sep 2008 - Nov 2011 (3 years 2 months)

Engineered highly critical web applications including a secure internet banking platform and a high-traffic e-commerce platform, contributing to architectural design and payment gateway integration.