Freelancer profile translated to English.

Description

12 years of experience managing complex IT environments within large corporations — operational crisis management, supervision of multi-vendor outsourcing contracts. Adaptable and responsive, I intervene to secure your deliveries in high-stakes organizations, streamline governance with your external partners, and integrate AI tools where they truly save teams time. Available for targeted missions in parallel with my current activity.

Industry field of expertise

Languages

French
Native or bilingual
Portuguese
Native or bilingual
English
Fluent
Spanish
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Seine et Yvelines numerique
Head of Delivery
January 2023 - Today (3 years and 7 months)
·Managed €8M in multi-vendor IT outsourcing contracts (Telecom, Cybersecurity, Video Protection, AI)
·Direct management of 5 employees + coordination of 15+ outsourced L1 technicians
·Responsible for BUILD→RUN transition: managing production handovers, incident management, backlog, requests & changes
·Supervision of critical SLAs/OLAs — financial management, orders, invoicing, and services rendered
·Chaired steering committees (COPIL), technical committees (COTECH), and project committees (COPROJ) — close collaboration with local authorities (Yvelines, GPSEO, Hauts-de-Seine)
·Participation in tender processes — contribution to strategic portfolio decisions

Impact #1 — Crisis Management · Video Protection 50+ sites
·Context: Total loss of video protection system across 50+ client sites
·Immediate L2/L3 coordination + C-Level escalation — root cause identified in under 1.5 hours
·Full resolution in 3 hours — SLA met, zero contractual penalties
·Implementation of PDCA cycle + formalized escalation SOPs → prevention of recurrence
Impact #2 — Customer Relationship Transformation & Reporting
·Context: Unsatisfied strategic client, opaque reporting, strained relationship
·Complete redefinition of business KPIs: availability, P1/P2/P3 resolution times, OLAs, SLAs, incident trends
·Real-time PowerBI dashboards (automated ServiceNow feed, proactive SLA alerts)
·Structured governance: Monthly executive steering committee (COPIL) + operational technical committee (COTECH) + revised SOPs
·Direct C-Level client stakeholder management + operational teams
Results:
✓SLAs: 86% → 97% (+11 pts) · Recurrent incidents reduced by 40% in 6 months
✓Contract renewed for 2024-2025 with expanded scope
✓Client became an internal benchmark — case study & testimonial
Easyvista AI Agent PowerBI Switch Reporting
Konica Minolta
Functional Technical Project Manager
January 2019 - January 2023 (4 years)
·Managed complex Document Management System (DMS) projects for a diverse portfolio: large corporations, mid-sized companies, and SMEs
·Key account: deployed DMS for a national retail chain of 150 hypermarkets in 18 months — functional workshops, deliverables, on-site deployment, and user training up to final acceptance
·Simultaneously managed 60 SME contracts — deliveries within 3 to 6 months after signing, from needs analysis to final acceptance
·Clients in the logistics & retail sectors — multi-site, multi-interlocutor coordination
·Solutions deployed: OpenBee, Docuware, Dispatcher Phenix, Omnipage, ServiceNow

BUILD→RUN Transition & Functional Expertise
·Responsible for BUILD→RUN transition: structured handover to support teams after each deployment
·Authored functional specifications, planned workshops and project phases
·Led kickoff, handover, and lessons learned meetings — budget and acceptance management
·Provided ad-hoc support in other regions of France during peak workloads — high adaptability on-site
·Close coordination with sales, pre-sales, and development teams
Results:
✓150 stores deployed in 18 months — contractual deadlines met
✓60 SME contracts delivered on time · Zero budget overruns on key projects
✓High client satisfaction rate — references available
Service Now JavaScript, HTML5, CSS3, PHP, MySQL Jira Docuware Microsoft Excel