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Meriem A.MA

Meriem A.

Service Delivery Manager | IT Manager | IPCM | SM

€650/day
Paris, FR
8-15 years
IT Service Management
ITIL 4
Consulting
Project Management
Service Desk

Average response time: 1 hour

Freelancer profile translated to English.
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About Meriem

With over nine years of experience in Service Management, I have had the privilege of collaborating with clients from various sectors, allowing me to develop a deep understanding of each organization's specific needs. This journey has led me to refine my skills in project management, problem-solving, and developing innovative solutions to address operational challenges.
As a Service Management professional, I strive to stay at the forefront of best practices and emerging technologies to deliver superior quality services. My passion for continuous improvement and my commitment to operational excellence enable me to bring real added value to my clients and build lasting relationships.
I am convinced that Service Management is an essential pillar for any customer-oriented organization and the key to long-term success. As a leader in this field, I am determined to put my expertise and commitment to the service of every project I undertake.

  • French

    Native or bilingual

  • English

    Fluent

Can work on-site
Paris (up to 50km)

Experience

  • Saint-Gobain
    Incident & Problem Manager
    April 2024 - Today (2 years and 2 months)
    Courbevoie, France
    I ensure the daily management of Service Desk teams (L1/L2/L3), major incident management, and the sustainable resolution of problems within complex and multi-site environments.
    I act as a true focal point between technical teams, IT managers, users (including VIPs), and external providers.
    My role: minimize the impact of incidents, structure ITSM processes, and guarantee optimal service continuity.
    Key expertise:
    Operational management of IT support & production management
    Critical incident management, crisis coordination & communication
    Analysis, diagnosis, and follow-up of escalations / complaints
    Complete management of the Problem process (reactive & proactive)
    Driving continuous improvement & L1/L2/L3 optimization
    Lessons Learned/RCA, procedure creation, practice standardization
    KPI monitoring, reporting, and commitment tracking
  • Dalkia
    Business Service Manager - Consultant
    March 2023 - March 2024 (1 year)
    92400 Courbevoie, France
    Responsible for ITIL process management: major incident and crisis management, change management, and problem management.
    Supervising and supporting operators as well as DSIN partners.
    Support to departments and domains for RUN activities.
    Monitoring, control, and supervision of service levels committed and provided to internal and/or external clients of DSIN.
    Garantees the quality of the transition to RUN for new applications/services during major updates.
    Contribution to DSIN governance with the regions.
    Participation in managerial on-call duty and crisis interventions (business hours & off-hours).
    Management of crises related to major incidents: organization, coordination, and communication.
    Conducting post-mortems / post-incident reports for major incidents.
    IT Service Management ITIL 4 Crisis Management Communication
  • CMA CGM
    IPC Manager - Consultant
    February 2022 - February 2023 (1 year)
    Marseille, France
    - Detection of incidents related to the "AWS" Cloud infrastructure on critical applications
    - Establishment of a daily incident monitoring committee with the various support teams
    - Governance animation
    - Participation in various workshops to implement the integration between Pager Duty Dynatrace and ServiceNow
    - Monitoring of incidents related to vulnerabilities detected by the SOC (Legacy)
    - Monitoring of incidents and alerts reported in Pager Duty and Dynatrace
    - Establishment of a weekly committee linked to the follow-up of incidents and major operations:
    - Definition of KPIs
    - Crisis management in the event of a critical incident
    - Elaboration of post-mortem and follow-up of actions related to RCAs
    - IT communication management
    - Onboarding of new IPC resources (APAC & US)
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Education

  • Executive Master in Project and Program Management, PMP
    Universite Internationale de Rabat
    2015
    Executive Master en Management de Projet et des Programmes, PMP
  • Bachelor's Degree, Management
    Ecole High-Tech
    2013
    Licence, Management

Skill set

Amazon Web Services
Change Management
Incident Management
Problem Management
continuous improvement
Change Management

Categories