Freelancer profile translated to English.

Description

Professional with many years of experience in the IT field. Expert in project management and service management (SDM), capable of working in a team or independently with a great sense of organization. Specializes in meeting SLAs/KPIs and supporting VVIP populations within large international groups.

Industry field of expertise

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

AXA Go
Backup as a Service owner
TELECOMMUNICATIONS
September 2023 - September 2025 (2 years)
• **Performance Management**: Monitoring of incidents, backup requests, and KPI validation.
• **Reporting & Governance**: Preparation of backup reports and periodic indicator reports.
• **Operational Optimization**: Management and monitoring of monthly recovery tests and scope control.
• **Third-Party Management**: Management of external service providers and monitoring of customer satisfaction.
• **Crisis Management**: Communication and writing of crisis reports.
Customer Relationship Management Consulting IT Service Management
Publicis
Service Delivery Manager / VVIP Support Manager - Publicis, Paris - Permanent contract
July 2020 - August 2023 (3 years and 1 month)
Paris, France
• **VVIP Strategy**: Structuring of VIP projects, definition of management methods, tools, and operating rules.
• **Service Improvement**: Coordination of IT service improvement projects and search for solutions for VVIPs.
• **Asset Management**: Management of the mobile fleet and IT inventory.
• **Service Management**: Supervision of internal/external team interventions and ensuring SLA compliance.
Team Management IT Service Management IT Project Management
Publicis
IT Support Manager | Publicis (Paris)
May 2017 - July 2020 (3 years and 2 months)
• **RUN Implementation**: Definition and implementation of request and incident reporting procedures.
• **Team Management**: Backlog management, task assignment, and activity planning.
• **Documentary Expertise**: Writing the knowledge base (KB) and creating scripts to eliminate repetitive tasks.