Freelancer profile translated to English.

Description

With fifteen years of experience, I have developed a 360° vision of infrastructure professions, data analysis, and process improvement.

I have managed a diverse portfolio, including internal clients and end clients, for dedicated and shared activities.

Languages

French
Native or bilingual
English
Native or bilingual
Spanish
Basic

Workplace preferences

Can work on-site

Paris (up to 50km)

BNP
Process ITIL Manager
BANKING AND INSURANCE
September 2023 - Today (2 years and 10 months)
Analysis of cold incident volume (infrastructure and business) to identify root causes and recurring trends.
Implementation of action plans to reduce incident volume and improve system resilience.
Mass analysis of monitoring events to anticipate certain incidents and major incidents.
Monitoring and analysis of key performance indicators (KPIs) and service level agreements (SLAs) to ensure objectives and quality standards are met.
Coordination between different technical teams to foster effective collaboration and rapid progress on problem resolution.
Implementation of continuous improvement initiatives to optimize incident management processes and increase operational efficiency.

Technical environment: SNOW, PowerBI, Excel advanced
Microsoft Excel Microsoft Power BI ITIL Processes ServiceNow ITIL V4
Anywr (Ex : Cooptalis)
Service Delivery Manager
HUMAN RESOURCES
January 2023 - August 2023 (7 months)
Internal assignment:
Internal coaching of junior SDMs
Sourcing and participation in technical interviews
April
Service Delivery Manager
BANKING AND INSURANCE
January 2022 - December 2022 (11 months)
Service contract management
Activity management through KPI and SLA monitoring
Workload and internal/client billing planning
Project continuous improvement management
Proactivity and daily client satisfaction measurement
KPIs and metric definition and monitoring IT project management Contract Management ServiceNow ITIL Processes