Freelancer profile translated to English.
Back to original languageAbout Philippe
Senior Manager – Expert CX/EX, ITSM & ServiceNow
As an independent consultant, I work with large companies to manage digital transformation programs, with dual expertise in Medallia (CX/EX) and ServiceNow (ITSM, managed services) platforms.
I support my clients throughout the entire delivery cycle: scoping, governance, coordination of multidisciplinary teams (onshore/offshore), budget management, and deliverable tracking. I also provide support to sales teams: offer construction, tender responses, and delivery strategy.
With over 10 years of experience in complex project management, managed services leadership, and international team management, I offer a pragmatic, results-oriented approach focused on business value.
✔️ ServiceNow Implementation or Redesign
✔️ Program & Delivery Management
✔️ CX/EX Transformation with Medallia
✔️ Business Analysis Support / Product Owner / Pre-sales Support
I am available for ad-hoc or medium-term assignments, remotely or in a hybrid model.
French
Native or bilingual
English
Fluent
Can work on-site
Bordeaux (up to 50km), Bordeaux (up to km), Paris (up to km)
Experience
- MedalliaSenior Manager – Professional ServicesJanuary 2023 - Today (3 years and 5 months)• Management of CX/EX transformation programs for key accounts ▫ Functional management and team supervision ▫ Complex project management: resource coordination, deadline and deliverable tracking ▫ Commercial support: service offering construction and tender responses ▫ Budget tracking and project cost optimization• Supervision of Managed Services offerings• Technical and functional expertise of Medallia solutions (CX & EX)
- SUSEService Engagement Manager (EMEA)January 2021 - January 2023 (2 years)• Responsible for consulting activities in the EMEA South region (France, Italy, Spain & Middle East) ▫ Overall delivery management for the region (projects, resources, service quality) ▫ Functional management of teams and project oversight ▫ Commercial support for service offering construction ▫ Guarantee of the region's forecast (booking & revenue)
- Engage-ESMEngagement ManagerDIGITAL AND ITMay 2017 - October 2019 (2 years and 6 months)Paris, FranceContextManagement of ServiceNow integration projects and ITSM processes:Planning developmentResource management (identification and allocation of consultants, onshore andoffshore)Progress tracking and project team managementClient relationship guarantee and liaison between stakeholdersProject profitability guaranteeBusiness Analyst consultant on ITIL process implementation and ServiceNow integrationprojectsAssignmentsEIFFAGE (August 2017 to December 2018): ServiceNow integration project to support a business process: accounting opening for construction sites and creation of reference files related to these sites. Business analysis support for needs identification and formalization, project management.GROUPAMA (December 2017 to January 2019): ServiceNow integration and deployment project for ITIL processes (incident, problem, change) and evolution requests. Program management (5 different projects partially parallelized) and project management.MUREX (2018): ServiceNow integration project for ITIL processesDIOR (2019): Product Owner role for ServiceNow. Management of a Technical Maintenance Contract (TMA), product strategy definition, project management (global deployment)EUROPCAR (2019): Project management for a ServiceNow integration project focused on Identity and Access Management (IAM).
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Education
- Baccalaureate in Science, Physics and Chemistry specializationMarcelin Berthelot2003
- Integrated preparatory classEFREI, School of Engineering in Information Technology and Management in Villejuif2006