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Soufiane BoudarrajaBusiness Transformation and Operational Governance
Sep. 2024Frankfurt am Main, Hesse, GermanyArchitecting and leading a transformation platform that partners with executive teams across industries to embed reinvention, operational governance, and digital resilience. The practice builds on two decades of experience leading enterprise-scale transformation, extending that expertise into new contexts and sectors. • Designed resilient business models and governance frameworks that enable long-term value creation. • Directed advisory engagements that converted strategic intent into measurable outcomes in finance, operations, and customer-facing services. • Developed leadership and talent systems adaptable to evolving organizational needs, strengthening future-ready succession pipelines. • Embedded inclusive innovation practices as drivers of culture, engagement, and performance improvement. • Applied advanced methods (AI/ML, automation, QMS, and Lean) to ensure scalable reinvention across industries.
Dell TechnologiesRegional Transformation Leader & Chief of Staff
May. 2021 - Aug. 2024Frankfurt am Main, Hesse, GermanyDirected cross-regional transformation across Finance, Customer Experience, and Supply Chain, serving as a trusted partner to executive leadership. Accountable for Opex and AOP governance, workforce and capacity planning, risk and compliance oversight, and embedding automation, AI/ML, and resilience into enterprise operations. • Delivered $250M+ cash acceleration and improved DSO by 1.3 days by standardizing Order-to-Cash governance and backlog reduction processes. • Achieved $4M+ cost savings and unlocked 84K+ productivity hours by scaling automation through Microsoft Power Platform (Power Automate, Power BI, Power Apps), streamlining reporting, workflows, and operating models across O2C domains. • Directed Opex/AOP governance and workforce planning, aligning operational spend with annual priorities and ensuring accountable, performance-driven resourcing. • Strengthened enterprise risk and compliance controls across tax, litigation, bankruptcy, unclaimed property, inter-company flows, and EFT adoption. • Elevated Disclosures Review Committee (DRC) planning, inputs, and playbooks, securing strong alignment with executive and board-level expectations. • Launched AI/ML order management in North America, exceeding yield targets by 80% and reducing manual intervention. • Embedded Business Continuity & Resilience Planning (BCRP) across operations, sustaining performance under disruption.
Dell TechnologiesGlobal Process Engineering & Customer Advocacy Leader
May. 2017 - May. 2021Casablanca, MoroccoAdvanced customer experience and operational transformation across regions, driving predictive analytics, governance, and structural redesign while supporting multi-billion-dollar revenue operations. • Led a predictive analytics & ML partnership to anticipate process failures and recommend next-best actions, embedding proactive insights into customer and operations management. • Supported $1.9B revenue operations while reducing reactive support demand to 8%, surpassing the 10% target through Lean methodologies. • Instituted real-time governance and process frameworks, embedding accountability and structured decision-making across global operations. • Delivered $100M+ cost savings and improved project manager capacity by 30% through process redesign and quality assurance practices. • Directed an organizational redesign that elevated talent and transitioned operations to shared services centers while navigating complex EMEA labor laws and works council regulations.
Dell TechnologiesTransformation Project Leader
Nov. 2010 - May. 2017Casablanca, MoroccoLed strategic transformation programs across operations, supply chain, and customer experience, aligning regional execution with global enterprise objectives. • Established a unified EMEA support model aligned to COGS, improving service speed and consistency while directly impacting margin and cost efficiency; delivered contractual SLA commitments with 0 penalties for two consecutive years. • Expanded the model to new clients, achieving 250% year-over-year growth in customer adoption and improving customer Net Promoter Score (cNPS) by +10 points. • Reduced backlog by 36% and cycle time by 31% through governance and process re-engineering initiatives. • Advanced bids & proposals governance across MERAT, enabling sales efficiency and improved compliance. • Designed and implemented a new end-to-end shipping route for Morocco, covering vendor identification, onboarding, and management; reduced customs delays and avoided significant costs. • Sponsored and secured a Quality Management System (QMS) certification cycle as business owner, embedding operational discipline and continuous improvement.
Dell TechnologiesOperations & Enablement Specialist
Aug. 2005 - May. 2010Casablanca, MoroccoProvided foundational support for global service delivery, enablement, and analytics while building early governance, training, and digital solutions for regional operations. • Resolved high-priority customer escalations, safeguarding service continuity and client satisfaction. • Designed onboarding playbooks and SOPs, reducing ramp-up time for new hires and strengthening consistency. • Delivered training programs for frontline teams, aligning content to operational needs and quality standards. • Served as system administrator for a customer care tool across EMEA, managing user access, coordinating with IT on releases and downtimes, and leading testing for new functionalities. • Developed early dashboards and reporting systems that improved visibility and enabled data-driven decision-making.
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