Freelancer profile translated to English.
Back to original languageAbout Philippe
Service Delivery Manager / IT Operational Manager with over 20 years of experience in banking, insurance, and large corporate environments. Expert in outsourcing management, operational governance, multi-vendor coordination, SLA/KPI monitoring, and continuous improvement of service quality in critical production environments.
Strong command of ITIL / ITSM practices, ServiceNow, incident, change, problem, and configuration management, with a strong ability to secure operations, manage escalations, structure action plans, and lead governance bodies (Steering Committees, Operational Committees, Security Committees, Technical Committees).
Accustomed to working in demanding and regulated contexts, with a results-oriented approach focused on service quality and operational reliability.
French
Native or bilingual
English
Conversational
Can work on-site
Savigny-sur-Orge (up to 50km)
Experience
- NODYA IT, Euro Information (Crédit Mutuel)Service Delivery ManagerNovember 2024 - November 2025 (1 year)Paris, France• Update and maintain a Configuration Management Database (CMDB) to manage the company's IT assets• Configure and parameterize the CMDB to meet business needs• Draft technical documents for the implementation of on-call duty and Level 1 support• Develop reporting procedures for audit missions• Collaborate with IT teams to identify CMDB needs and requirements• Ensure regular updates of the CMDB to reflect changes in the IT infrastructure• Participate in the implementation of ITIL processes to improve IT service quality• Collaborate with security teams to ensure the compliance of data stored in the CMDB• Draft audit reports and recommendations to improve security and IT service quality
- KPMGService Delivery Manager NODYA ITJune 2023 - October 2024 (1 year and 4 months)92400 Courbevoie, France• Management of the Neurones outsourcing contract• Change Manager (Review RFCs, lead CAB, implement eCABs, and report Change activities to Manager)
- Neurones IT, Inter Mutuelle AssistanceService Delivery ManagerNovember 2022 - June 2023 (7 months)92000 Nanterre, France• Management of the IMA outsourcing contract• Implementation of various governance committees (Technical Committee, Security Committee, Operational Committee, Progress Plan, Release Management, Incident Management, Request Management, and Steering Committee)• Implementation of ITIL processes:• Incident Management• Change Management• Environment Management (CMDB)• The technical foundations are organized around 7 technical areas:• Linux Servers• Windows Servers / Backup• Networks• Messaging (Domino)• Middleware• DBMS (SQL / Postgre / Oracle / MongooDB)• Schedulers (VTOM)
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Education
- BTS MAILycée Philippe Auguste Paris 111988BTS Mécanisme Automatisme Industriel
Certifications
- ITILAtos Origin2004