Freelancer profile translated to English.

Description

Experienced and responsible Service Delivery Manager for large ERP deployment projects, I have managed several technical, functional, and IT support teams on different platforms offshore and onshore, I support companies in the implementation of innovative solutions adapted to their needs.

With a technical background with a Master's degree in Computer Science and ITIL V4 certified, I specialize in managing transformation projects and in setting up and managing IT service centers.

My commercial skills and my service orientation are an asset for establishing a lasting relationship of trust with the client.

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

LEVENT IT / Client: GROUPE AVRIL
Service Delivery Manager - SAP ECC Program
AGRICULTURE
March 2023 - Today (3 years and 5 months)
Paris, France
The SAP ECC Program is a group-wide integration program for all AVRIL companies into SAP ECC (Commerce, Purchasing, Finance, Logistics, Quality Production, Maintenance modules).
• Responsible for an application portfolio of 260 applications including SAP.
• Deputy to the program manager for the deployment of SAP ECC in the group's companies (Avril Services-FR, LESIEUR-FR, SAIPOL-FR, PROLEIN-FR, LESIEUR CRISTAL-MA, OLEON-BE, KERFOOT-UK, ...).
• Organization of the Build to Run transition.
• Management of TMA (Third-Party Maintenance) to ensure compliance with SLA's stipulated in the contracts.
• Activation of internal/external action plans to improve support performance (backlog management and capitalization, problem management, clarification of roles and responsibilities, obsolescence management).
• Monitoring and analysis of activity indicators (KPIs).
• Maintenance, promotion, improvement, simplification, and optimization of support function processes and tools.
• Contribution to negotiations during contract renewals.
• ROI Governance:
• Reduction (-3 days) in ticket closing times. Streamlining interactions between stakeholders -> time saving.
• Improvement in customer satisfaction (-30% of reported dissatisfactions).
Thales
Service Delivery Manager
AVIATION AND AEROSPACE
October 2022 - Today (3 years and 10 months)
Vélizy-Villacoublay, France
The NEXT-GEN project involves modernizing Thales' IT system.
Role: Service Owner.
Responsible for a portfolio of 40 applications within the Value Tower Corporates Functions, Finance, General Secretariat, Legal Department, and Communication Department.
Management of 7 TMA and support services (CAP, CGI, Eloqua, Active Browser, VP&White, SD KISS, and SD TSN).
Responsible for the maintenance and evolution of the application portfolio.
Management of the obsolescence project for People Online, the group's intranet, which receives 2 million visits per day.
Implementation of a Wiki for information sharing (weather, reporting, alerts, best practices, etc.).
Capitalization and implementation of escalation chains for all applications.
Implementation of indicators to improve QoS.
Project Management Operations Management Customer Relationship Management Change Management
TALAN
Project Manager/PMO
February 2020 - August 2020 (6 months)
92000 Nanterre, France
• Management of the business process automation project (Power BI, Scope gap tracking, action tracking, satisfaction surveys) ROI:
• 40% gain in budget tracking report generation.
• Reduction in error rates.