Laurent Porquet

As a Service Delivery Manager, I structured and revitalized service management by implementing tools and practices tailored to the company's needs:

Team Management: Supervised 20 employees (consultants, engineers, architects, project managers, change managers) with an organization fostering collaboration and performance.

Operational Management: Implemented tracking tools such as Kanban, created a workload plan, defined KPIs, and reporting to ensure project visibility and control.

Project Methodologies: Reviewed and adapted Agile, ITIL, and PMP frameworks to optimize governance and deliverable quality.

Training & Skill Development: Deployed a continuous training program, individual and collective coaching to ensure ongoing skill development.

HR Processes: Implemented individual performance reviews, managed recruitment, and onboarded new employees.

Change Management: Supported teams in digital transformation, adoption of new tools and practices.

Leadership & Communication: Led strategic reviews, coordinated inter-departmental efforts, and monitored objectives to align teams with the overall vision.

Leveraging my experience as a seasoned project manager in information systems, I recently expanded my scope within my IT consulting firm: Mentoring: Trained young professionals on ITIL 4 and best practices in client environments. Internal Project Management: Led a strategic initiative on the evolving role of managers. Client Projects:

• EVEN: Managed the AD Tiering project, including steering, KPI definition and monitoring, and strategic consulting.

• AS24: Provided expert support on the AD migration project, overseeing steering, establishing relevant KPIs, and client support. These assignments demonstrate my ability to simultaneously manage internal and external projects, train the next generation of IT professionals, and deliver significant added value in complex technical projects. My approach combines strategic vision, technical expertise, and project management skills, supported by strong emotional intelligence essential for managing teams and client relationships.

Strategic management of IT support for the Crédit du Nord branch network and central services. Key Responsibilities: Supervision and optimization of the outsourced L1 support center KPI management and continuous improvement of service quality Coordination of internal and external teams for incident resolution Integration of L1 support into new IT projects Crisis management during major incidents impacting banking operations Key Achievements: Implementation of a comprehensive KPI dashboard, improving support visibility and responsiveness Optimization of support processes using ServiceNow, increasing efficiency and traceability Significant reduction in critical incident resolution times Improved user satisfaction through a customer-centric approach Demonstrated Skills: IT Service Management, crisis management, ITIL governance, cross-functional view of banking IS, emotional intelligence, advanced use of ServiceNow This experience strengthened my ability to manage critical IT services in a complex banking environment, while ensuring continuous improvement of service quality and effective crisis situation management.