Freelancer profile translated to English.

Description

Product Owner / IT Service Manager freelance. ITSM, ITIL governance and Agile management for SMEs and ETIs.

8 years of operational experience in IT (Belgian-Dutch ETI, B2B document management, ISO 27001). I manage and structure IT operations and products, from governance to delivery.

What I do specifically:

• Product Ownership: needs assessment, backlog management, sprint management (Agile / Scrum)

• IT Service Management: Incident, Problem, Change & Request Management (ITIL 4)

• Creation and management of Service Desk, definition and monitoring of SLAs / KPIs

• Jira Service Management & Confluence administration, process standardization

• IT team management, change management, executive reporting

• Integration of AI and automation in IT operations management

Stack & methods: Jira · Jira Service Management · Confluence · Atlassian · ITIL 4 · Agile / Scrum · PRINCE2.

Certified ITIL 4 Foundation. Target audience: SMEs and ETIs from 30 to 300 people.

Languages

French
Native or bilingual
Italian
Fluent
English
Conversational

Workplace preferences

Can work on-site

Liège (up to 50km)

IPEX Group
Product Owner / IT Operations Manager
October 2024 - Today (1 year and 10 months)
Herstal, Belgium
● Operational management of 3 IT teams (Service Desk, development, Problem Management).
● Product Ownership: needs assessment, sprint management, backlog management and priority arbitration for the development team.
● ITIL Governance: contracted SLAs, structured KPIs, formalization of Incident / Problem / Change / Request Management processes.
● Operational management: ~500 tickets/month, internal support (4 sites) and L2/L3 support for client solutions.
● Monthly reporting to management: SLA rate, top incidents, top impacted clients, MTTR, corrective action plans and CSI recommendations.
● Jira Service Management Administration: workflows, automations, cross-functional projects, standardization of practices.
ITIL Atlassian JIRA IT Governance Change Management Problem Management
IPEX Group
IT Service Desk Manager (creation & management)
January 2018 - January 2024 (6 years)
Herstal, Belgium
● Complete creation of the Service Desk function (scope, processes, escalations) and implementation of Jira Service Management.
● Team building and management: recruitment, training, development of autonomy (~100 users).
● Versatile L1 + L2 support and coordination of major incidents (Major Incident Management) in production.
● Writing operational procedures and change management with users.
Jira Service Management Change Management Incident Management Change Management Atlassian JIRA
IPEX Group
ERP Implementation & IT Projects Officer
January 2017 - January 2018 (1 year)
Tubize, Belgium
Microsoft Dynamics NAV (Navision) ERP and OCR system
● Unit tests and functional acceptance of the ERP; initial data migration (physical stock count).
● Quote database design: structuring commercial data.
● OCR digitization: quality control of extracted data.
ERP Implementation Quality Control User Testing QA testing Functional Acceptance Testing