Freelancer profile translated to English.

Description

As an IT Engineer, I have been immersed in IT service management for several years, with extensive expertise in implementing, managing, and improving processes in line with ITIL best practices. With an ITIL V4 certification and solid professional experience, I possess the necessary skills to provide strategic and operational leadership in IT service management. My professional background includes key roles such as Production Manager and ITIL Consultant, demonstrating my ability to design, implement, and optimize ITIL processes in complex environments.

My key skills include in-depth knowledge of ITIL processes, excellent communication, a proven ability to lead teams and coordinate projects, and a passion for continuous improvement. I am capable of translating ITIL concepts into understandable terms for various audiences and providing strategic leadership in the design, implementation, and improvement of ITIL processes.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Paris (up to 50km), Orléans (up to 50km), Lyon (up to 50km), Auxerre (up to 50km)

Inter Mutuelles Habitat
RUN Pilot
BANKING AND INSURANCE
April 2025 - Today (1 year and 4 months)
Niort, France
o Management of requests and changes
- CAB steering
- Assistance in qualifying requests
- Scoping of needs, identification of suitable technical solutions with experts
- Steering of change implementation, reporting

o Coordination of team tasks
- Task prioritization
- Management of the team's intervention schedule
- On-call management

o Asset monitoring
- Obsolescence monitoring / MCO (Maintenance in Operational Condition)
- Maintenance of operational documentation

o Reporting and dashboards
- Ensuring progress reporting on tasks performed
- Implementation and monitoring of activity steering dashboards (backup status, monitoring status, open incidents, etc.)
CAB Change Manager Schedule Management PKI Team Management
Crédit agricole
Change Manager
BANKING AND INSURANCE
June 2024 - April 2025 (10 months)
Rodez, France

• Instruct change requests by challenging change initiators to identify risks and impacts.

• Secure production deployment scenarios by ensuring prerequisites are properly documented and planned, and that the relevant OPS teams are well informed.

• Assess rollback capabilities in case of failure.

• Participate in the CAB to present changes and provide necessary additional information.

• Ensure traceability of actions performed during the change.

• Ensure compliance with the CA-GIP change management process and its deployment within the BCR cluster.

• Collaborate with incident and problem management to highlight the incident/change link and capitalize on improvements through problem management.

• Contribute to reporting.
CAB Change Manager Incident Management Reporting ITIL V4
Novo Nordisk France
Incident & Problem Manager
PHARMACEUTICALS INDUSTRY
January 2023 - March 2024 (1 year and 3 months)
Chartres, France
Context:
Implementation and steering of Problem Management (ITIL) operational processes for a rapidly expanding pharmaceutical production site.

Missions:

◇ Analyze the current IT/OT department's incident and problem management operations and implement the Problem Management process using the ServiceNow tool.

◇ Ensure the steering of the Problem Management process following its implementation.
Implement the necessary steering indicators, then steer the activity using monitoring dashboards.

◇ Be proactive in prioritization to implement solutions for rapid resolution.

◇ Monitor operational problems for all site workshops.

◇ Ensure communication with production and IT/OT stakeholders.

◇ Participate in the continuous improvement of the problem process to enhance its effectiveness.
Microsoft Power BI Microsoft Excel Incident Management Problem Management ITIL V4