Freelancer profile translated to English.

Description

With 16 years of experience in the IT sector, I have developed cross-functional technical expertise combined with strong relational skills. My career has allowed me to manage complex projects and ensure service quality while fostering trusting collaborations with my contacts.

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

DEODIS - BNP Paribas
Service delivery manager
March 2023 - Today (3 years and 5 months)
Montreuil, France
• Creation of problem tickets following incident analyses, post-incident reports, and request studies
• Complete management of tickets at each stage (Assess, Root cause analysis, Fix in progress, Resolution)
• Review and improvement of BP2I problem management processes/procedures, development of the group process
• Develop and monitor indicators ensuring the efficiency of IS management processes
• Ensure compliance with processes and procedures by all IT teams
• Analysis of incident and problem evolution
• Participate in and lead various periodic meetings with business committees, technical teams, provider operational committees (IBM, Netapp, Redhat…), and group committees
• Challenge technical teams to define root causes and associated action plans
• Ensure, with dedicated teams, the production of statistical reporting elements
• Participate in defining the evolution of the incident & problem management tool
• Management of entity, group, Banque de France audits and ISO 9001/14001/27001 certifications
process-management it-strategy ITIL Certified controlling-and-performance-management-system
Cognizant France
Service delivery manager - Internal IT Support
January 2017 - January 2021 (4 years)
• Management of Cognizant IT support, managing 6 technicians across 4 offices, 1500 users
• Management of the budget and contract for the computer and mobile phone fleet
• Management of major incidents, problems, changes, and coordination of all teams
• Ensure service level commitments and operational agreements
• Development and implementation of the business continuity plan
• Lead the continuous improvement of support
Technip Energies
Service delivery manager
January 2021 - March 2023 (2 years and 2 months)
La Defense, Puteaux, France
• Management of local client IT support in France, 7 offices, dedicated Executive support, 5000 users
• Manager of 22 technicians in France and management of the supplier subcontractor
• Organize and lead weekly meetings with local support team members
• Ensure service level commitments and operational agreements (internal and subcontracting)
• Problem management and follow-up of major changes.
• Constant coordination with the client, vendors, internal/external support teams.
• Backlog monitoring, escalation management, corrective action plans, and client reporting
• Writing procedures and knowledge base documentation
• Prepare and lead operational monitoring committees
• Act as a consultant to the client on all their IT projects
it-strategy it-vendor-management-and-procurement it-service-management delivery-management