Freelancer profile translated to English.
Back to original languageAbout Marc-Antoine
Are you leading an IT or business transformation? I'm here to ensure it's adopted and championed by your teams, not just in slides.
Senior consultant specializing in governance, PMO, and operational excellence, I work in demanding environments: Luxury, Retail, Tech.
I have structured the Performance & QoS function from scratch for 15 application teams, reduced the annual incident volume by 16% across 60,000 tickets, and managed a portfolio of over €12M in projects annually.
Certified ITIL v4, expert in Jira and ServiceNow, I work directly on your tools without depending on your IT teams.
What I Solve
- When transformation remains on paper, I identify on-the-ground blockers invisible from management level and co-create a pragmatic action plan with measurable objectives with your teams.
- When tools are not adopted, I drive alignment between your processes (Agile, ITIL), your governance, and your tools to create an autonomous continuous improvement approach.
- When management lacks visibility, I implement actionable KPIs and reporting directly within your tools (Jira, ServiceNow...). Every decision is based on data and factual evidence.
Why Choose Me
Operational in French, English, Spanish, and German, a concrete asset for multi-country deployments or multicultural teams.
Have an ongoing project or a stalled initiative? Describe your context in 2 lines, and I'll respondwithin 24 hourswith an initial perspective on your situation.
French
Native or bilingual
English
Fluent
German
Native or bilingual
Spanish
Conversational
Can work on-site
Paris (up to 50km)
Experience
- KeringPerformance Manager - Senior Consultant | Client & Sales OmnichannelLUXURY GOODSJanuary 2025 - March 2026 (1 year and 2 months)Paris, France"Transforming operational chaos into high-performance processes through data-driven governance and AI innovation."MissionReporting directly to the Head of Performance for the Sales & Client domain, I structured the Performance & Quality of Service (QoS) function from scratch for 15 application teams.My Objective:Standardize delivery and stabilize the "Run" by identifying critical friction points, bridging the gap between business excellence (Luxury) and technical constraints.Key Achievements:
- Operational Excellence:16% reduction in annual incidents (out of 60k) via a Shift-Left strategy. Transfer of technical expertise to L1/L2 support to reduce L3 costs and resolution times.
- Strategic Governance:Deployment of 30+ cross-functional initiatives in 12 months (vendor SLA management, standardization of Problem Management, ITIL maturity alignment).
- AI Innovation:Pioneered the implementation of Agentic AI on ServiceNow to automate responses and ensure data quality.
- Delivery Control & Risks:Implementation of advanced management to monitor deployment risks, project delays, and overall portfolio health.
- Proactive Monitoring:Led a data alerting project across the entire application chain to anticipate and prevent high-impact business failures.
- Cross-functional Communication:Synchronization of ticket flows between Jira and ServiceNow to eliminate duplicate entries and improve inter-team collaboration.
Technical Environment:- ITSM & Tools:ServiceNow (Platform Analytics), Jira (Advanced Roadmaps, Jira Analytics).
- Data & Analytics:EazyBI (Jira), PowerBI (Advanced ServiceNow flow monitoring).
- Frameworks:ITIL v4, Agile/Scrum, Change Management, Incident/Problem Management, SLA/OLA Governance.
- KeringPMO - Senior consultant | Sales & Client OmnichannelLUXURY GOODSJanuary 2024 - December 2025 (1 year and 11 months)Paris, France"Ensuring strategic alignment by transforming a €10M+ portfolio into an agile, autonomous ecosystem driven by business value."Mission:Responsible for the domain's transverse governance, I standardized delivery processes and ensured financial compliance. As a central point of contact for roadmap tracking and visibility, I drove business value prioritization for10 sub-domainsdelivering approximately **50 projects annually**.Key Achievements:
- Operational Autonomy:Jira expertise to standardize workflows and processes. Result: Transition from a state of dependency to total autonomy for Project Managers with a uniform level of process, metrics, and documentation maturity.
- Scalable Governance:Design and implementation of theChange Advisory Board (CAB)process on ServiceNow. Success was such that it was adopted globally across the group. Management of delivery governance through a Gate process.
- Portfolio Management (PPM):Orchestration of the delivery of50+ annual projectsfor various Houses of the group, ensuring real-time roadmap visibility and "business-driven" prioritization.
- Financial Management:Management of abudget exceeding €10Min a context of strong budgetary restrictions. Creation of custom operational monitoring tools for precise financial health tracking.
- Decision Support:Development of strategic KPIs and centralized documentation structures, enabling Top Management to make data-backed decisions.
Technical Expertise:- Tools & Integration: ServiceNow (ITSM alignment), Jira (Expert configuration & Workflow design, Reporting), Confluence (Knowledge Management), Miro (Strategic Planning), PowerBI.
- Globe GroupeProject Manager - Jira Service Management ExpertRETAIL (LARGE RETAILERS)January 2025 - July 2025 (6 months)Paris, France"Reconciling field interventions and digital excellence by automating complex business processes through Jira Service Management."MissionDigitization and automation of operational workflows for support and intervention teams. Adaptation of JSM to the specific constraints of retail (physical interventions) to ensure smooth planning and real-time coordination between the back-office and field agents.Key Achievements
- Process Automation:Modeling and documentation of business needs to build a standardized and automated service engine under JSM.
- Client Onboarding:Led the digital deployment for 5 major accounts (Luxury, Tech, Mass Retail), adapting the platform to their specific field constraints.
- Strategic Reporting:Deployment of advanced dashboards via EazyBI, providing management with a strategic view of intervention performance and resource allocation.
- Consulting & Support:Continuous support and "Managed Services" expertise for teams to ensure high adoption rates and tool evolution.
- Field Configuration:Adaptation of JSM to in-store realities (planning logic, on-site reporting, custom fields).
Technical Expertise- ITSM & Automation:Jira Service Management (Expert), Complex Workflows, Assets.
- Data & Analytics:Jira EazyBI (Strategic KPI & Reporting Design).
Reviews
I
Ignacio
AVC DIGITAL MEDIA IBERIA
Reviewed on 10/6/2025
High flexibility and adaptability, good communication, good knowledge and experience
Jérémie
Data & Ai Director - CHANEL SAS - Europe IT
Reviewed on 5/18/2026
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Education
- Engineering degree, Computer Science / Information Systems TechnologyUniversité de Technologie de Troyes2021Diplôme d'ingénieur, Technologie informatique / technologie des systèmes informatiques
- Software Engineering, Computer Science성균관대학교2020Software Engineering, Informatique
Certifications
- Certified SAFe® 5 AgilistCapgemini2021
- Product Development Sales AccreditationAtlassian2024