Alexandre B.

Phase 1 – Diagnostic on project management and test strategy

▪ Conducted an assessment of existing processes and tools related to customer intervention management.

▪ Gathered business needs through collaborative workshops with field teams and IT stakeholders.

▪ Analyzed gaps between current practices and industry best practices.

▪ Wrote a diagnostic report including improvement areas structured around organizational, functional, and technical levers.

▪ Created new project management and test management processes and procedures based on improvement areas.

▪ Defined a methodological framework for integrating business needs into service design: mapping of supported applications, link between business uses and existing catalogs.

Phase 2 – Support for the implementation of recommendations:

▪ Led the action plan based on recommendations from the diagnosis.

▪ Defined new target processes and facilitated co-construction workshops.

▪ Defined procedures for configuring and using project tools (JIRA/CONFLUENCE/X-RAY)▪

Participated in the redesign of the service management model in line with ITIL4 practices: clarification of roles, formalization of services, and structuring of inter-team exchanges.

▪ Supported the construction of a target service governance model based on measurable milestones (KPIs, stakeholder accountability, structuring of application and service portfolios).

▪ Monitored change management: communication, training, and support for affected teams.

▪ Implemented monitoring indicators to measure the effectiveness of improvements (KPIs).

▪ Coordinated between business and IT teams to ensure alignment of functional evolutions with strategic objectives.Jan

▪ Coordinated/supervised the overall IT system activity (cross-departmental)▪ Challenged partners, managed the % of capacity allocated to run (incidents, reliability)▪ Led/managed a Run governance▪ Acted as a contact point for escalation from the Customer Relations team when needed▪ Communicated on major incidents/crises▪ Improved run backlog monitoring tools considering user constraints▪ Managed various monitoring committees: CoProj, ComOp, CoPil, CAB...▪ Strong interpersonal skills for navigating a complex multi-level organization

▪ Deployed ITIL methodology with training for business stakeholders▪ Redesigned & defined Business services in accordance with client contracts▪ Defined/Implemented/Monitored run KPIs (availability rate, delivery time and quality of end-to-end fixes, contractual SLAs, etc.)▪ Implemented a quality plan (defined acceptance criteria for handover to run, managed TNR upgrades, etc.)▪ Industrialized L1/L2/L3 support (documentation base, procedures, processes…)▪ Implemented the onboarding process for new applications to support▪ Proactive and continuous improvement driven

Management

§ Responsible for L2 Support across the entire IT department

§ Led an offshore operational team

§ Participated in defining and implementing the incident/support process for the defined application portfolio (including multi-level communications)

§ Developed and managed a French-speaking offshore L2 support team

Skills development and management matrices.

§ Created and implemented the support engineer onboarding process.

Management

ITSM

§ Industrialized L1/L2/L3 support (documentation base, procedures, processes…)

§ Defined and implemented monitoring indicators

§ Participated in various monitoring committees: CoProj, ComOp, CoPil…

§ Implemented the onboarding process for new applications to support

§ Proactive and continuous improvement driven

§ Strong interpersonal skills for navigating a complex multi-level organization