Freelancer profile translated to English.

Description

LOOKING TO STRUCTURE YOUR IT SUPPORT?

You have an overflowing IT support, unclear escalations, hard-to-track SLAs, or an ITSM tool that no longer reflects your organization?

I help CIOs, IT managers, and business unit directors structure, optimize, and manage their IT Support, Helpdesk, RUN, and outsourcing activities.

MY AREAS OF EXPERTISE

As a freelance Service Delivery Manager & ITSM Consultant, I focus on:

• Incidents, requests, problems

• Backlog, escalations, prioritization

• SLAs, OLAs, KPIs, and reporting

• RUN governance and operational committees

• Vendor/outsourcing management

• Continuous improvement

• GLPI / ITSM optimization or redesign

WHAT I CAN HANDLE

• IT Support / Helpdesk operational audit

• Streamlining incident, request, and problem workflows

• Clarifying L0, L1, L2, L3 roles, teams, and vendors

• Optimizing SLAs, OLAs, KPIs, and dashboards

• Outsourcing management and operational committee facilitation

• Reducing backlog and user pain points

• GLPI / ITSM optimization or redesign

• Support / RUN reorganization support

MY ADDED VALUE

Over 25 years of IT experience, from field support to managing service centers and outsourcing operations.

I understand the constraints of support teams, the expectations of users and businesses, the CIO's challenges, and the operational realities of RUN.

My approach: understand the ground reality, identify bottlenecks, re-establish structure, make indicators actionable, and implement simple, clear, and sustainable governance.

TYPES OF MISSIONS

• Service Delivery Management

• Helpdesk / IT Support audit

• ITSM transformation

• RUN management

• Incident / Problem Management

• GLPI optimization

• Support reorganization support

Available as a freelancer / umbrella employment, with mobility in Brittany, Pays de la Loire, Normandy, and Île-de-France on a hybrid basis.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Quimperlé (up to 50km), Rennes (up to 100km), Le Mans (up to 50km), Nantes (up to 50km), Brest (up to 50km)

Groupe MAC
Helpdesk Manager – Support & GLPI Transformation
RAW MATERIALS INDUSTRY
October 2025 - March 2026 (5 months)
Rennes, France
Management and transformation of IT Support activities within the Group IT Department. Structuring of incident, request, and problem workflows, clarification of L0/L1/L2 escalations, SLA/KPI monitoring, and facilitation of support rituals.

Major project: complete redesign of GLPI with business workshops, functional analysis, configuration, testing, deployment, knowledge base, FAQ, and self-service.

Associated skills:
• GLPI
• ITSM
• IT Support
• Helpdesk
• SLA / KPI
• Continuous Improvement
GLPI ITSM IT Support SLA / KPI Continuous Improvement
Axians / Naval Group
Service Delivery Manager – RUN, Outsourcing & Digital Workplace
DEFENSE AND MILITARY
January 2025 - September 2025 (8 months)
Brest, France
Service Delivery Manager for workstation and mobile telephony scope.
Management of outsourcing, monitoring of contractual KPIs, facilitation of operational committees, and weekly reporting.

Incident, request, and problem management, coordination between internal teams, vendors, and business units, with a constant focus on service quality.

Objective: secure RUN operations, optimize operational management, and provide visibility to the IT department on service commitments.
Service Delivery Management RUN Management Outsourcing Incident Management Reporting
Groupe SYD / Naval Group
Delivery Manager – RUN Management & Service Quality
DEFENSE AND MILITARY
December 2021 - December 2024 (3 years)
Brest, France
Management of outsourcing activities for workstation and mobile telephony scopes.
Monitoring of SLA/KPI commitments, committee facilitation, reporting, incident/problem management, and operational coordination.

Involvement in a multi-stakeholder environment, focusing on service continuity, operational visibility, and continuous improvement.

Objective: ensure service quality, structure RUN management, and improve control over commitments.
Delivery Management SLA / KPI Vendor Management Service Quality Continuous Improvement