—  About me  —
What's up?

I'm a dedicated IT Operations Manager and Agile Coach with 10 years of team leading experience and sound technical knowledge. Self-motivated and solutions-oriented, I am recognised for my ability to build successful teams and for my commitment to getting things done.
Guided by Agile and Lean principles, I aim to maximise the business value of the development teams efforts.

As Head of Operations at Double Eye, I am driving the company's Agile transformation and I strive to build a culture where people are empowered and enabled to do their best work.

You may meet me at the SUGSA Cape Town events!


Skype Id: delphine.racoupeau
—  Work experience  —

Head of Operations

Manage Development House Operations  -   Drive Agile Transformation  -   Restore Profitability

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I am leading Double Eye's Agile transformation, and I strive to build a culture where people are empowered and enabled to do their best work. I developed an Agile Software Development Proposal as a starting point for a collaborative approach to responding to client's changing needs. I coach the Project Admins, who now take on the role of Scrum Master and assist clients in performing the role of Product Owner. I take a new approach to resource allocation, aiming at assigning projects to teams. I gather and examine financial data to improve profitability. I keep track of staffing requirements and hire new talent as needed. Finally, I'm working on replacing annual performance appraisal with continuous feedback.

March 2017 - Present
Double Eye  Software development house      Cape Town

Operations Manager

Implement Agile methodologies  -   Consolidate SDLC tools  -   Manage resources and recruitment
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Methys offers digital and BI/EPM services. I was responsible for the Digital Agency day-to-day operations, resource management, project delivery and profitability. I restructured the development team and initiated Methys AGILE adoption, implementing SCRUM to manage projects and KANBAN for support and maintenance agreements. I implemented JIRA to replace the different software previously used to assign development tasks, track bugs, log time, manage UAT and SLAs. I also developed a web application using Jira API to report on time spent per project & client which significantly enhanced support and maintenance retainers monitoring and enabled project reporting. Finally, I was in charge of recruitment and worked closely with the Managing Director to strengthen the team and meet business targets.

February 2015 - February 2017
Methys  Digital and BI/EPM Service Provider      Cape Town

Distribution Network Manager

Define digital strategy  -   Scope and plan digital projects  -   Lead creative & technical teams
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Initially responsible for online marketing, I was promoted after two months to manage the team in charge of event organisers support, and later customer service. I was also responsible for the delivery of Digitick web and mobile applications roadmap. I optimised the processes and tools to increase the teams’ performance and reduce their dependence on the IT team, increased digitick.com conversion rate (+2 pp) and reduced customers complaints. As Digitick acquired Infoconcert and zePASS, I took the lead of a team working across all three products. I also worked as a PHP developer during three months to validate my Programming certificate.

January 2010 - December 2014
Digitick  Ticketing system and distribution network, Vivendi Group      Marseille

Junior Web Consultant

UI/UX consulting  -   Conversion rate optimisation  -   Internet marketing support
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As part of my internship at Altics, a UX and Marketing Digital Agency, I assisted companies to launch or re-design their website (information architecture, wireframes, content and SEO strategy) and delivered actionable recommendations to increase eCommerce sites conversion rate.

March - August 2009
Altics  UX and marketing digital agency      Lyon

Online Marketing Manager

Web design & development  -   traffic acquisition
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Sierra is a small Marketing Agency based in Sydney. As part of my internship, I designed and developed promotional websites as well as increased websites traffic through SEO and online advertising (Google AdWords, Facebook ads, e-mail and affiliate marketing).

July - December 2008
Sierra Marketing  Marketing agency      Sydney
logo Sierra Marketing

Online Ticket Sales and Marketing Assistant

Editorial management  -   E-marketing
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Digitick was the e-ticket pioneer in France. I joined them in their early days, as an intern. I was in charge of assisting the event organisers in setting up their event and monitoring sales, customer service and online marketing (affiliation and display).

June - August 2007
Digitick  Start-up pioneer of e-ticket for events      Marseille
—  Certifications  —

Advanced Certified ScrumMaster

Knowledge of Agile  -  facilitation & coaching principles  -  performing the role of a Scrum Master
A-CSM certification  -  March 2020  -  see credentials
CSM certification  -  December 2014  -  see credentials
—  Education  —

Website programming certificate

Front & back-end web development
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  • Web development (HTML, CSS, JavaScript, Object Oriented PHP, MVC architecture)
  • Database management (MySQL)
  • Web servers administration (Linux, Windows)
  • Web design
2012 - 2014  
Le Cnam  Continuing education      Aix-en-Provence

Master's in management

Major in E-commerce, E-marketing, E-business
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  • Master's degree with honours - major in E-commerce, E-marketing, E-business
    Dissertation topic: Determinants of shopping site’s conversion rate
  • One year performed at ESEC, Barcelona - Spanish degree in International Business Administration
  • Common core curriculum: Marketing, Finance, Sales, Project Management, Data Analysis, Logistics, Law, Human Resources Management, Corporate Strategy
2006 - 2010
Toulouse Business School  Top 10 French Business School      Toulouse & Barcelona
logo Toulouse Business School
—  Skills  —