Freelancer profile translated to English.

Description

I support companies in improving their IT services by implementing ITIL and Scrum best practices. Thanks to my experience in IT Service Management and Service Delivery, I help teams optimize their processes, improve service quality, and achieve their performance objectives.

I am involved in incident, problem, and change management, SLA and KPI monitoring, coordination of support teams, and continuous improvement of IT processes. I also have experience in team management, escalation management, and stakeholder communication.

I listen to my clients' needs and invest myself in each mission to propose pragmatic, effective, and adapted solutions for their organization.

I am looking for opportunities in IT Service Management, Service Delivery, Incident Management, Change Management, Scrum, and IT process improvement.

Languages

French
Native or bilingual
English
Fluent
German
Fluent

Workplace preferences

Remote only

Primarily works remotely

airtel
Scrum Master
November 2025 - March 2026 (4 months)
I support teams in applying Scrum principles to improve collaboration, communication, and value delivery. Thanks to my experience in IT Service Management and team coordination, I facilitate work organization, objective tracking, and continuous process improvement.

I master the fundamentals of Scrum, including the framework's roles, events, artifacts, and values. I am particularly interested in process optimization, obstacle resolution, and creating an effective work environment.

I am looking for opportunities in Scrum, Agile, IT Service Management, Service Delivery, and process improvement, with the goal of helping teams achieve their objectives sustainably.
Scrum Professional Scrum Master
It Connect
IT Service Management Specialist / IT Service Delivery Lead
January 2018 - June 2025 (7 years and 5 months)
Piloting, prioritizing, and coordinating critical incidents in compliance with SLAs
Root cause analysis and identification of recurring incidents through Problem Management
Implementation of sustainable corrective actions to reduce repetitive incidents
Operational management of Change Management: preparation, validation, planning, and monitoring of production changes
Organization and facilitation of the CAB (Change Advisory Board) with technical and business stakeholders
Coordination of production deployments to limit risks and ensure service continuity
Complete management of the IT asset lifecycle (Asset Management): inventory, purchase date, depreciation, compliance, end-of-life, and equipment renewal
Recording, tracking, and updating incidents, problems, changes, and assets in BMC Remedy
User access administration via Active Directory and Sage X3
Development of KPI reports, dashboards, and performance analyses
Implementation, structuring, and updating of the IT Service Catalogue
Clarification of service offerings, service levels, and support processes
Supervision, planning, and coordination of a Service Desk team of 34 employees
Monitoring of service quality and continuous improvement of IT processes
Tracking compliance with contractual commitments (SLA / OLA) and management of critical escalations
Coordination between support, infrastructure, and business teams to ensure operational performance
Organization of operational follow-up meetings and communication with stakeholders
Identification of opportunities for cost, resource, and process optimization
Contribution to internal customer satisfaction by improving resolution times
Participation in Service Delivery strategy and team skill development