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Angélique Valvandrin LamirandAV

Angélique Valvandrin Lamirand

ITSM Project & Process Manager | ITIL

€610/day
5 projects
Lille, FR
8-15 years

Average response time: 1 hour

Freelancer profile translated to English.
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About Angélique

I am a Senior ITSM Consultant & ServiceNow Business Analyst, with over 10 years of experience in IT service management, process redesign, and large-scale transformation projects.

I help organizations to:

- stabilize their IT services
- improve their ITSM processes (Incident, Problem, Change, Knowledge…)
- succeed in their ServiceNow / BMC Helix projects
- manage complex transitions (merger, spin-off, migration, clone & clean)
- structure documentation, workflows, and service catalogs
- coordinate international teams and offshore service providers

I have worked for international groups (Syensqo, Solvay, Legrand, OVHcloud, Société Générale) on critical projects:
✔ banking merger
✔ IT system spin-off
✔ NIST audit
✔ implementation of a new ITSM
✔ major incident management
✔ continuous improvement and SLA reporting

I am looking for assignments as:
ServiceNow Business Analyst – ITSM Process Manager – Transition Manager – Service Delivery Manager.

If you want a more robust, clearer, and value-oriented ITSM, I can help you 🚀
  • French

    Native or bilingual

  • English

    Native or bilingual

Can work on-site
Lille (up to 50km)

Experience

  • AG2R LA MONDIALE
    Service Delivery Manager
    BANKING AND INSURANCE
    February 2026 - Today (4 months)
    Lille, France
    In close collaboration with the RUN manager for the Individual Savings & Retirement scope and operational referents, the mission consists of designing the service monitoring reports for the domain (TMA and publisher contracts).

    - Take ownership of supplier contracts and their service commitments,
    - Internalize the IT processes in place within the department to become an ambassador and evolve them if necessary,
    - Produce reports integrating the measurement of all contractual supplier indicators to have the necessary countermeasures for various committees,
    - Ensure daily operational monitoring of services provided by suppliers to identify areas for improvement (ticket audits, IT process compliance, backlog monitoring)
    ITIL V4 Atlassian JIRA ServiceNow Atlassian Confluence Contract Management
  • Syensqo
    ITSM Service Delivery Manager
    CHEMICAL
    September 2025 - October 2025 (1 month)
    Lille, France
    Supervision and improvement of IT service delivery and quality, ensuring they meet customer needs and comply with organizational standards and business objectives.
    it-service-management Service Delivery Manager ITSM ITIL V4 BMC Helix
  • Syensqo
    ITSM Transition Project Manager
    CHEMICAL
    July 2024 - August 2025 (1 year and 1 month)
    Lille, France
    - Project follow-up on behalf of Syensqo for building the solution with Solvay
    - Manage relationships with all project stakeholders, including clients, team members, and third-party vendors.
    Communicate project progress and issues effectively to all stakeholders.
    - Lead the clone & clean implementation of Syensqo’s ITSM. This includes the deployment of ITSM tools and technologies to improve IT services delivery and management.
    - Ensure that all ITSM projects are delivered on-time, within scope, and budget.
    - Control integrity of the data and Validation of the availability of the new ITSM service and users acceptance test
    ITSM Project Management ITIL V4 BMC Helix Solvay

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Education

  • Certificate of completion for Web Developer training, "Symfony" specialization
    O'clock
    2017
    Apprentissage de HTML, CSS, Javascript, PHP, Symfony, SEO, Linux

Certifications

  • ITIL® Foundation Certificate in IT Service Management
    PeopleCert
    2020
    ITIL V4 Change Management

Skill set

Categories