Freelancer profile translated to English.

Description

Service Delivery Manager with 24 years of experience in IT governance, production management, and ITSM service management in critical environments (telecoms, banking, industry, consulting).

Specializing in ServiceNow operations (Incident, Change, Problem, CMDB) and ITIL v4 certified, I focus on IT system stability, risk reduction, major incident management, continuous improvement, and cross-functional coordination between technical and business teams.

I have worked within large groups (KPMG, ACCOR, THALES, ING, SFR, Bouygues Telecom) where I developed strong expertise in:

🔹 Governance and service quality

🔹 Crisis Management / Major Incident

🔹 CAB/eCAB facilitation and Change Management mastery

🔹 Impact analysis, CMDB, and ITSM standardization

🔹 SLA / KPI monitoring and CIO reporting

🔹 Change management and user support

✦ What characterizes me: operational leadership, calmness in critical situations, service orientation, clear communication, and the ability to sustainably stabilize complex IT systems.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Antony (up to 50km)

KPMG
ServiceNow Project Manager
CONSULTING AND AUDITS
April 2024 - Today (2 years and 2 months)
Courbevoie, France
**Business Needs Analysis and Formalization**: Facilitating workshops with stakeholders, gathering and clarifying requirements, prioritizing needs, and writing detailed functional specifications.

**ServiceNow Functional Design**: Translating business needs into ITSM processes (Incident, Change, CMDB), designing workflows, forms, business rules, and ticket templates.

**Development and Acceptance Support**: Coordinating with technical teams and the vendor, defining test cases, executing and managing functional tests, validating deliverables.

**Contribution to ITIL Governance**: Recommendations on process optimization, writing functional documentation, operating procedures, and user support materials.

**Change Management and Data Quality**: Developing the communication and adoption plan, supporting users, coordinating data migrations, and ensuring CMDB reliability.
Processus ITIL ServiceNow Satisfaction client Gestion de projet Conduite du changement
Accorhotels
Process Manager
HOSPITALITY
May 2021 - April 2024 (2 years and 11 months)
Évry, France
**IT Production Governance**: Managing and securing changes via ServiceNow to limit production incidents, formalizing governance rules, and controlling operational risks.

**Cross-functional Incident / Change Management**: Analyzing application and infrastructure impacts from Incident and Change modules, anticipating risks, and ensuring service continuity.

**Facilitation of Decision-Making Bodies**: Preparing, facilitating, and following up on CABs and eCABs, using ServiceNow for change tracking, priority arbitration, and decision traceability.

**Contribution to IT System Stability**: Industrializing and standardizing Change processes in ServiceNow, analyzing post-deployment incidents, and implementing corrective actions.
**Operational Communication and Reporting**: Coordinating technical and business teams, disseminating decisions, and reporting via ServiceNow to stakeholders.
CAB Amélioration des processus Change Management ServiceNow Industrialisation
Thales
Process Owner
DEFENSE AND MILITARY
January 2019 - December 2020 (1 year and 11 months)
Vélizy-Villacoublay
**Responsibility for Problem Management (team of 4)**: Operational and managerial leadership of the Problem Management process in ServiceNow, reducing recurring incidents, and achieving sustainable improvement in operational stability.

**Cross-functional Management of Resolution Teams**: Coordinating technical and functional stakeholders via ServiceNow, facilitating follow-up meetings, and acting as a permanent interface with operations.

**Incident / Problem Governance (ServiceNow)**: Supervising post-incident analyses, prioritizing and tracking corrective actions within the tool, and securing production.

**Operational Performance Management**: Defining, monitoring, and analyzing KPIs in ServiceNow, producing reports for the CIO and stakeholders.

**Continuous Service Delivery Improvement**: Capitalizing on lessons learned, formalizing procedures, and standardizing Incident and Problem practices in ServiceNow.
Encadrement d'équipe Gestion des processus Gestion des problèmes Problem Management ServiceNow