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Diarmid HurrellDH

Diarmid Hurrell

Service Delivery Manager, ITSM Project Manager

€675/day
Toulouse, FR
8-15 years

Average response time: 1 hour

Freelancer profile translated to English.
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About Diarmid

As a bilingual (EN-FR) ITIL certified Project Manager and experienced Senior Delivery Manager, I have over fifteen years of experience in delivering IT projects worldwide. With expertise in managing international teams, I have worked with multidisciplinary technicians, service desk agents, specialized engineers, developers and architects on complex projects.

I am passionate about operational excellence and customer satisfaction, and I have successfully delivered effective and efficient projects by motivating my teams to achieve ambitious goals while maintaining strong relationships with stakeholders and customers.

I have gained solid experience in managing complex IT projects using methodologies such as ITIL, PRINCE2 and Agile. I am also an expert in managing budgets, resources and risks, ensuring that each project is delivered on time and within budget.

I am confident that my experience, leadership skills and passion for innovation will enable me to make a significant contribution to your organization. I am excited to take on new and exciting challenges and work with an exceptional team to deliver superior quality projects.

  • English

    Native or bilingual

  • French

    Native or bilingual

  • German

    Fluent

  • Spanish

    Conversational

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

Experience

  • Accor SA
    SERVICE DELIVERY MANAGER
    HOSPITALITY
    January 2023 - January 2023
    France
    Delivery of IT Infrastructure / Digital Workplace service for ITC Infotech to Accor Hotels.
    Financial control of the management scope (budget and P&L).
    Implementation of more than 400 automated ITSM processes in ServiceNow and commissioning of IT 'service bars' as well as a Self-Service portal with ServiceNow and CMDB integration.
    Definition and management of SLA/KPI – operational interaction with specialized teams.
    CSI & CSAT: Improving the level of customer satisfaction from 5/10 to 9/10.
    Design and application of ITIL processes and ITSM procedures to meet needs.
    Management of several tracks including DWP: SCCM, AD Security, Azure AD, Intune, O635.
    Employee loyalty, motivation and training.
    Preparing engineers to move from N1>N2 and N2>N3 within the agreed deadlines.
    Service transition management, KT workshop facilitation.
    Added value to the client; working closely with the Transformation & Consulting group.
    Promotion of infrastructure consolidation and virtualization.
    Crisis management and reduction of the impact of outages on the company.
    ITSM Service Delivery Manager ITIL ServiceNow Atlassian JIRA CMDB CSI Change management transition manager
  • IMAGINING IT,
    ITSM PROJECT MANAGER
    January 2023 - January 2023
    Mgj Amerique Du Nord, Drummondville, QC, Canada
    Responsible for the design and architecture phases in the creation of smartphone and PC applications for a Microsoft Network partner company
    Planning and delivery within time and budget limits
    Design and optimization of the infrastructure and corresponding processes for the launch of several applications for various clients
    Management of IT resource capacity – personnel / datacenter
    Implementation of measures to reduce the impact of outages on businesses
    Writing and implementation of a DR plan
    Reporting to the company director and key stakeholders on project progress
  • Bouygues Telecom
    ITSM PROJECT MANAGER
    TELECOMMUNICATIONS
    January 2023 - January 2023
    France
    Project management for the upgrade of Bouygues Telecom's main video broadcasting system providing the infrastructure and software for a VOD and EST platform to the set-top boxes of Bouygues' 5 million customers
    Management of multidisciplinary teams spread across seven countries around the world
    Responsible for the delivery of the solution and the transition from the architecture design phase to the RUN phase
    Chairman of the COPROJ, COPIL steering committees
    Order and report of all project activities
    Staff supervision
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Education

  • Microsoft Certified Systems
    Wellington
    2022
    Microsoft Certified Systems
  • Engineer Microsoft Office User Specialist
    University of St. Andrews,
    Engineer Microsoft Office User Specialist

Skill set (50)

Project management
Team management
Agile method
Change management
Business Ownership Assistance
Scrum
Functional specifications
Training
PMO
Technical project management
Digital transformation
Reporting
Consulting
ERP
Business Ownership
Business analysis
CRM
ITIL V4
ITIL V3
Microsoft Power BI
Dynamics 365
Microsoft Azure
Microsoft 365
Microsoft Office
BMC Remedy
BMC Foot Prints
Digital Workplace
ITSM
ServiceNow
SAP Business Objects
Change Management
Change management
Change management
Steering Committee
Project Committee
Interim management
Problem management
Incident management
Incident Management
Continuous improvement
Business continuity plan
Disaster Recovery
EUC
End User Computing
Service Delivery Manager
ITIL
Atlassian JIRA
CMDB
CSI
transition manager

Categories