Freelancer profile translated to English.

Description

With over 20 years of experience in IT, I support organizations in mastering, optimizing, and ensuring the reliability of their IT processes. My career has allowed me to work in critical and complex environments (LAN, WAN, Cloud, Datacenter, IaaS/PaaS/SaaS), to manage technical and business teams, with a focus on service quality, continuous improvement, and operational efficiency.

Key Skills:

✔ Change Management (ITIL V4 certified)

✔ Service Delivery Management

✔ Process Management & Continuous Improvement

✔ ITSM (ServiceNow, HP Service Manager)

✔ Transversal Coordination & Workshop Facilitation

✔ KPIs, Reporting, Activity Monitoring

✔ Complex Technical Environments (network, cloud, infra)

Driven by a sense of service, rigor, and collaboration, I am committed to building and optimizing robust and harmonized processes, serving IT performance and customer satisfaction.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 20km)

Crédit Agricole Group Infrastructure Platform (CAGIP)
Process Manager Change & Request
BANKING AND INSURANCE
September 2024 - January 2026 (1 year and 4 months)
Paris, France
Management and coordination of Change and Request processes (service catalog) for the internal client CACIB (Corporate Investment Bank), on the global infrastructure (Lan, Man, Wan, IaaS, PaaS, SaaS, Cloud, VPN, Datacenter, ...):
Single point of contact and facilitator between CACIB and CAGIP teams
User support in applying the Change process:
- Collaboration with the process owner to align CACIB process with CAGIP
- Coordination of two change managers to ensure process application (change review, CAB preparation and conduct, ...)
- Level 2 user training, promotion of ITIL best practices
- Integration of client freeze periods into the ITSM tool (ServiceNow) and communication to all stakeholders
User support in applying the Request process:
- Creation and modification of service catalog items, tracking requests until production
- Monitoring developments in coordination with ITSM Business Analysis, identifying anomalies in requests
- Contribution to service catalog redesign projects
Driving continuous improvement on both processes:
- Centralization of ITSM tool enhancement requests
- Development of needs statements with requesters, monitoring production with ITSM Business Analysis (including testing and validation phases).
- Single point of contact for audits
Contribution to monthly CAGIP steering and operational committees, organization of bi-monthly workshops with CACIB business and infrastructure teams
Production of monthly KPIs for monitoring and coordinating both activities
Management and steering of Change and Request activities in ServiceNow
ServiceNow ITIL V4 ITSM Transversal Coordination IT Infrastructure
Generali
Run Manager IT
BANKING AND INSURANCE
April 2022 - April 2024 (2 years)
Paris, France
Steering and coordination of IT Run for the Technology Solutions department (250 applications), on the French network infrastructure (Lan, Man, Wan, IaaS, PaaS, SaaS, Azure/AWS Cloud, VPN, Datacenter, P2P, MPLS, Oracle, Sybase, SAP, Mainframe,...):
Request/Change Management: ensuring the execution of requests/changes in compliance with the schedule, deadlines, and communication, analysis of changes in CAB, IT/continuity risk management
Incident Management: monitoring production incidents until closure, coordination in crisis rooms, supervision of application workflows and infrastructures (Grafana, Witbe, Splunk, Zabbix)
Problem Management: analysis and evaluation of operational incidents to facilitate corrective and preventive actions until closure
Steering of changes to be validated, incidents, and problems in ServiceNow
Operational Maintenance Management: review of instructions, maintenance and verification of repositories, point of contact for Service Level Agreement (SLA) reviews with the client, securing the Build to RUN phase of projects
Securing application evolutions in Windows and Linux environments, in coordination with the Technology Solutions department managers and within the schedule and budget (evolution projects, addition of complementary services, architecture modifications, upgrades)
Coordination of application and infrastructure project managers, application managers, infrastructure/database technical experts, architects
Management of evolutions for implementing security recommendations in coordination with CISO teams
Guarantee of ITIL best practices application
Communication to internal clients (User Service Quality, Architecture, Infrastructures, and Security departments)
Reporting management: dashboards (Power BI), major events, CAB, SLA, billing
ServiceNow Transversal Coordination ITSM IT Infrastructure ITIL
Société Générale
Change Manager (ITIL)
BANKING AND INSURANCE
January 2019 - March 2022 (3 years and 2 months)
Paris, France
Management of change across the French and EMEA network infrastructure (Lan, Man, Wan, Cloud, VPN, Datacenter, Point-to-Point, MPLS, …):
Analysis, monitoring, and validation in decision-making committees (CAB/CRB in English) in conjunction with technical teams, assessment of risks and impacts
Qualification, review, and arbitration of significant and major production changes, presentation and validation with business units (CIOs)
Assistance to technical teams for secure implementation of infrastructure transformation projects (Run and Build)
Development and presentation of dashboards (SLA and KPI) for monitoring network activity in monthly production reviews
Steering and facilitation of the operational and significant/major project security committee, in conjunction with business units (CIOs) and technical teams
Implementation of specific reviews based on production contexts (vigiprod)
Continuous improvement and adaptation of internal processes and tools: standardization of operations, Risk Scoring, CAB/CRB preparation and reporting files, VBA programming for Excel
IT Infrastructure Change Management Transversal Coordination ITSM ITIL