Freelancer profile translated to English.

Description

Service Delivery Manager & IT Project Manager | 8+ years of experience in IT project management and service quality.

Specialist in service quality management and complex project coordination, I leverage my skills in team leadership, needs analysis, and change management to ensure the success of IT initiatives.

My strengths:

IT Project Management: Implementation and monitoring of strategic projects, including Cloud migrations and PLM evolutions.

Service Delivery Management: Continuous improvement of service quality, proactive incident management, and stakeholder communication.

Functional Expertise: Facilitating meetings, analyzing business needs, and coordinating between technical and functional teams.

Relational and Organizational Skills: Excellent interpersonal skills with support/project teams, prioritization ability, and crisis management.

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Safran,
Service Delivery Manager / IT Project Manager
December 2022 - Today (3 years and 6 months)
Plaisir, France
IT service Delivery Management:
• Setting up the support chain for Incidents, Requests and Changes
• Creation of ticketing forms for Incidents/Requests in Service Now and manage their evolution
• Verification and validation of the contents of the CMDB under Service Now
• Setting up crisis cell and following up the quick resolution of the critical issues
• Monitoring of escalated issues and requests
• Tools: Service Now, Jira of 2 Web applications:
Management of the Rehosting of CMS (Aras solution) to the AWS Cloud and the upgrade of Innovator version and Management of OnePLM application (Windchill Solution)
• Guarantee of the proper conduct of the project by the coordination between the different actors (functional, technical) to ensure the success of the project
• Presentation of the project for the TASC in order to get the project approval from the DSI Group
• Presentation of the project on the Approval meeting by the Business / Sponsors (PAB)
• Follow up corrective deliveries with the integrator
• Monitoring of technical tests and functional tests of end users
• Facilitating meetings to successfully implement the solution
• Animation of SteerCo for regular presentation of the project progress of Jira solution (Atlassian solution):
• Gathering and analyzing Business manager needs
• Ensuring the successful execution of Jira sprints, overseeing their proper setup and ensuring that Jira customization met specific business needs
• Leading change management initiatives, guiding teams through the adoption and seamless transition to Jira, driving user engagement and efficiency
• Facilitating user training sessions, effectively introducing and demonstrating Jira functionalities and best practices to enhance user adoption and system utilization
Générali,
Service Manager
September 2021 - December 2022 (1 year and 3 months)
Saint-Denis, France
4 departments:
• Monitoring and managing crisis cells, ensuring rapid response and effective resolution of critical issues affecting operations
• Communication to impacted users, providing timely updates and ensuring clarity during incidents and system disruptions
• Providing ongoing support and tracking escalations reported by end users
• Presenting monthly service quality reports, including user feedback, KPIs, monthly issues, and actions taken, to drive continuous service improvements
• Participation in Change Advisory Board (CAB) meetings, assessing and monitoring changes that could potentially impact the four managed departments
• Enhancing crisis communication protocols, improving user notification strategies and setting up customized templates for different applications.
• Tools: ServiceNow, Power BI
Sanofi,
Service Manager
October 2019 - August 2021 (1 year and 10 months)
Lyon, France
• Lead the management of the delivery activities for two main applications from the Business Change Request, Deployment phases to the Support Go Live in Production:
• Follow the coming new projects and supervise the mandatory prerequisites documents delivery
• Follow up the Development Phases
• Ensure the Knowledge Transfer from the Development Team to the Support Team and guarantee the correct Transition (Shadow Phases)
• Ensure the Reverse Shadow phases
• Ensure proper application support with the external partners
◦ Assist in KPI monitoring and make sure the support is running accordingly
◦ Supervising the follow up of the resolution of the major Problems
◦ Ensure the regular Knowledge update of the team in the different internal SharePoint
• Budget Steering (Monitoring external Budget activities)
• Tools: Service now