Description

13 years' experience in technology consulting, focusing on Business development, Team management and Servicenow deployment projects management - including Business Process Analysis. (ITSM, ITOM, ITBM / SPM, CSM, FSM, App Engine, SecOps)

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

EY (Ernst & Young SAS)
IT Consulting Manager | ServiceNow Practice
CONSULTING AND AUDITS
February 2024 - Today (2 years and 4 months)
Paris, France
o Delivery Lead / Senior Business Analyst
✓ ServiceNow Project Manager : Leading ServiceNow transformation projects (ITOM, ITSM)
✓ ITIL Expert / Senior Business Analyst : Design and Governance definition on ITIL / ServiceNow projects

o Sales & Pre-Sales
✓ Account Business Development : Responsible of developing the ServiceNow portfolio for a strategic client (CAC 40)
✓ Leading proposals to RFPs
✓ Leading unsolicited bids

o Management
✓ Career counseling
✓ ServiceNow Practice development : Defining Fields of play (sectors & offers), Sales Target, Marketing strategy, Recruitment plan, Training plan
ITIL 4 ServiceNow Gestion de projet Business development Management d'équipe
Devoteam
Head of ServiceNow “Beyond IT” practice
CONSULTING AND AUDITS
October 2018 - February 2024 (5 years and 4 months)
Paris, France
o Skill Center Manager & Offer Lead
o Driving a practice covering 3 streams of ServiceNow offer : HR, CSM, Business Apps
o Team Management
✓ Recruitment of technical and functional profiles
✓ Resources Staffing
✓ Career Counseling

o Business Development
✓ Building generic offer
✓ Pre-sales (leading proposals to RFPs, leading unsolicited bids)
✓ Defining Marketing strategy
o Delivery Lead : ServiceNow Projects Management
ServiceNow Management d'équipe Business development Gestion de projet ITIL
Devoteam
ServiceNow Delivery Lead
CONSULTING AND AUDITS
October 2018 - February 2024 (5 years and 4 months)
Paris, France
o Leading ServiceNow Deployment Projects in international context
o End-to-end project management (assessment, design, implementation, tests, deployment,
training / management of change, early life support)
o Defining project plan and resources plan (staffing & charges)
o Team and activities supervision
o Tracking and securing costs, timelines, quality, risks & project scope
o Leading project committees & Ensuring commitments fulfilment

KEY MISSIONS

Roles
✓ ITSM / CSM / FSM / ITOM Project & Deployment Manager
✓ ITSM / ITOM / “App Engine” / “Walk-Up” Project Manager & Process Lead
✓ SecOps Project Manager
✓ ITBM Project Manager
✓ ITSM Scrum Master

Clients
✓ Telecom Provider (INWI) - Morocco
✓ Retail Industry (ADEO Leroy Merlin) - France
✓ Bank (Credit Mutuel ARKEA) - France
✓ Public Sector (STIB) - Belgium
✓ Energy Provider (EDF) - France

Technical Environment
✓ ITIL 4
✓ ServiceNow
✓ Agile / SCRUM

Scope
✓ User Scope: up to 114000 end-users / 800 IT users, 2000 devices (Discovery)
✓ Geographic scope: up to 15 countries worldwide
ServiceNow Business analysis Gestion de projet ITIL

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Engineering Degree (MSc)
INSA (Institut National des Sciences Appliquées)
2009
Engineering Degree (MSc)
Bachelor of Science
University of Paul Sabatier
Bachelor of Science

ITIL 4
ITIL
2025
Gouvernance & management des services IT Gestion du cycle de vie des services Pratiques ITIL
Servicenow CSA (Certified System Administrator)
ServiceNow
2022
Administration de la plateforme ServiceNow

Kelly Happi

ServiceNow Delivery Lead |Project Manager/Director

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