Freelancer profile translated to English.

Description

+ 15 years of professional experience.

Confirmed experience as SDM / RUN Management and control / IPCM incident, problem, and change quality management / Production experience

Excellent knowledge of ITIL processes and standards

Technical background in infrastructure and IT development.

Fluent English: spoken and written.

Business Relationship Management

- Preparation and presentation of the Service Operational Committee (COS) - Preparation and Presentation of the Service Steering Committee (Copil) - Management and monitoring of QoS indicators - Management of business complaints: Analysis and drafting of action plans - Preferred SPOC for all business escalations. - Represent the business voice in crisis cells and act as a bridge between technical teams and support teams, and between the managerial conference and DSI Top Management. - Monitoring of KPI / SLA evolutions

Major Incident Management

- Analysis and resolution of technical and functional incidents - Monitoring and management of incidents from detection to resolution - Coordination with technical teams for rapid incident identification and resolution - Facilitation of crisis cells - Drafting of PIR and production and distribution of the incident card to DSI Top Management.

Problem Management

- Identification and classification of problems - Root cause analysis and problem diagnosis - Coordination with teams for problem resolution - Development of action plans for problem resolution

Change Management

- Participation in CABs to present changes impacting production - Ensuring the absence of major risks to application availability - Coordination of resources for post-implementation tests - Rigorous monitoring of critical changes

Knowledge Management

- Documentation of problems, analyses, and solutions - Updating a knowledge base to prevent recurrence

Languages

English
Native or bilingual
French
Native or bilingual
Arabic
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

TotalEnergies SA
Service Delivery Manager/Business Activity Manager
ENERGY AND UTILITIES
October 2025 - Today (10 months)
Puteaux, France
Guarantor of operational continuity, availability, and performance of Fleet & Mobility Corporate services. Responsible for end-to-end management of critical business processes covering subscription, contract management, support ordering, transaction acceptance, billing, payments, termination, and operational security measures. Preferred interface between business teams, IT departments, external partners, and service providers.

Area of Intervention:
• Ensure the availability and service continuity of critical business processes throughout the Corporate customer journey
• Manage RUN activities and service quality by ensuring daily monitoring of operations, incidents, alerts, and operational risks
• Coordinate business teams, IT, service centers, and external partners to ensure the operational maintenance of services
• Ensure transverse service monitoring through supervision and observability tools (Dynatrace, Netcool, SAFIR)
• Analyze major incidents and recurring malfunctions, manage investigations, and contribute to root cause analyses (RCA)
• Lead crisis cells and Emergency CABs, coordinate remediation actions, and secure operational decisions in critical situations
• Prepare and lead operational meetings (Daily Run, COMOP, business follow-up meetings, operational steering committees)
• Support strategic production deployments, cutover phases, hypercares, and post-go-live stabilization
• Ensure monitoring of critical flows related to contract management, transactions, billing, payments, and document dematerialization
• Identify operational risks, define action plans, and track their execution until closure
RUN ITIL Change Management KPI Crisis Management
BNP PARISBAS
Service Delivery Manager/Client Service Manager
BANKING AND INSURANCE
May 2023 - October 2025 (2 years and 5 months)
Montreuil, France
Member of the Client Unit, I am the preferred interface with the client for the production of their IT infrastructure within the Group Function scope. A portfolio of 741 Applications and 4000 servers
Banque de France
Service Delivery Manager/Incident-Problem-Change Manager
PUBLIC SECTOR
February 2021 - April 2023 (2 years and 2 months)
Noisiel, France
Responsible for production supervision and incident management within the Bank of France: [Contact point in France for the 19 countries of the European Central Bank for incidents]