Freelancer profile translated to English.

Description

I have extensive experience in managing internal and external teams (service centers, outsourcing, transverse management, projects) in activities such as application development, technical support, IT outsourcing, or process management in France and internationally.

The business areas in which I have worked include industry, logistics, hospitality, and retail/trading.

My latest achievements include:

Reorganization of a support division (Helpdesk, technical support, L1/L2 support)
Management of project teams with internal staff and consultants
Implementation and monitoring of service contracts in France, nearshore, and offshore
Reorganization of divisions to optimize costs and performance

I am ITIL 4 Foundation certified, which gives me a good understanding of associated processes (Change Management, Incident Management, Deployments, and Production Releases).

I support companies in the evolution and implementation of organizations for project and support scopes (business, application):

• Process Manager: Transform/evolve operational models (Organization, Process, KPI, SLA, OLA)

• Senior Service Delivery Manager: Implementation of service centers (Needs analysis, Transition management, Service contract definition)

• Transition Management: Assist/replace directors in their operational organizations

I am adaptable, responsive, and positive, while also being able to make and own decisions when necessary.

Feel free to contact me for more information and mission proposals.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

LB Conseil & service
Freelance
CONSULTING AND AUDITS
November 2025 - Today (7 months)
Paris, France
I support companies in the evolution and implementation of organizations for project and support scopes (business, application):
• Process Manager: Transform/evolve operational models (Organization, Process, KPI, SLA, OLA)
• Senior Service Delivery Manager: Implementation of service centers (Needs analysis, Transition management, Service contract definition)
• Transition Management: Assist/replace directors in their operational organizations

Transition Management change-and-transformation-management Process Optimization Budget Management Organizational Transformation
Saint-Gobain Distribution Bâtiment France
Director of L1 / L2 Support & Customer Satisfaction
CIVIL ENGINEERING
March 2023 - October 2025 (2 years and 7 months)
92400 Courbevoie, France
In charge of the Helpdesk and Application Support for the trading application for Saint Gobain Distribution Bâtiment France brands (Point.P, CEDEO, Asturienne, among others). I manage L1 (Helpdesk) and L2 support teams. The application scope includes:
• The SAP commercial management application for approximately 2000 agencies and 12000 users
• The SAP logistics management application serving the 2000 agencies
• Related applications such as the Mobile part, or the sales PDA solution
•
My main responsibilities are:
• Manage the budget (CAPEX, OPEX) for the system (internal and external providers)
• Manage contracts with external partners (Service Center for helpdesk and consultants).
• Define and manage SLAs.
• Monitor and report on support activities for the application scope.
• Manage internal resources.
• Organize the monitoring and implementation of knowledge management tools.
• Manage service quality and user satisfaction.
• Implement continuous improvement actions.
Budget Management Team Management it-strategy digital-transformation Organizational Transformation
Accor
Management of Service Center Steering Teams and L1/2/3 Outsourcing & Application Support
HOSPITALITY
April 2019 - February 2023 (3 years and 10 months)
Évry, 91000 Évry-Courcouronnes, France
In charge of the steering team for the following Service Centers located in France, Canada, Poland, and India:
• IT Outsourcing
• Level 1, 2, and 3 Support (Helpdesk, infrastructure, application technical support)
• Management of owned and hosted Data Centers (France and international)

Manage the relationship with the Service Centers to guarantee SLAs and gain autonomy. Management of the operations team composed of 3 internal staff and 1 consultant:
• Set objectives for each team member
• Ensure these objectives are met
• Lead the team

Supervise the relationship with the service centers located in France, Canada, and India:
• Ensure compliance with contracts with the Service Centers and develop them (scope evolution)
• Monitor SLA compliance

Coordinate between Accor internal teams and service centers:
• Implement communication procedures and processes
• Ensure good coordination during incident management
• Implement a continuous improvement approach
• Ensure Service Centers have adequate knowledge
Team Management Process Optimization process-management Budget Management ITIL 4