Freelancer profile translated to English.
Back to original languageAbout Samantha
13 years of experience, including 6 years in luxury (Dior, Hermès, Richemont). I manage your critical incidents and IT projects in a high-demand environment.
My expertise:
P1/P2 Incident Management and task force coordination | Agile IT Project Management | ITIL/ITSM Process Implementation and Optimization | ServiceNow/EasyVista Migration and Administration | N2/N3 Support Team Management | Proactive Monitoring (Dynatrace, Kibana, Grafana)
Key Achievements:
At Dior: Management of critical retail incidents in Europe & Middle East, creation of ServiceNow dashboards and reporting by market
At Hermès: EasyVista to ServiceNow migration, ITIL process overhaul, proactive monitoring implementation
At Géodis: L2 support team management, centralized incident management implementation, KPI development
Technical Stack:
ServiceNow, EasyVista, Dynatrace, Kibana, Grafana, Jira, Confluence, Cegid, SAP, Postman, SQL
Languages:
French, English, Italian
Immediately available in Île-de-France (on-site/hybrid) or fully remote.
French
Native or bilingual
Italian
Native or bilingual
English
Native or bilingual
Can work on-site
Paris (up to 30km)
Experience
- Bertrand FranchiseL3 / SERVICE DELIVERY MANAGERNovember 2025 - Today (9 months)• Creation of the Configuration team's Jira environment from scratch: workflow design, Kanban boards, monitoring dashboards, version management, and backward planning• Deployment of Agile/Scrum methodology to an uninitiated team: training in rituals (daily, sprint planning, retrospectives) and process documentation on Confluence• Establishment of weekly coordination meetings with cross-functional teams to streamline communication• Creation of Power BI dashboards for monitoring order integrations (Click & Collect, Uber Eats, Deliveroo)• Incident management and monitoring of partner integrations (Uber Eats, Deliveroo, Burger King Delivery)
- DiorINCIDENT MANAGER EMEASOCIAL NETWORKSFebruary 2025 - October 2025 (8 months)Paris, FranceManagement and oversight of critical IT incidents affecting the retail network in Europe and Middle East (Cegid, Global Blue, Census V2, M3, fiscal devices, POS...)• Coordination with local support, central support, and service providers to ensure business continuity in stores• Incident prioritization according to SLA (P1/P2) and facilitation of task forces during major incidents• Regular communication to stakeholders (Retail Ops, Finance, Europe Service Desk, Central Support), drafting of incident start and end communications, and monitoring of major incidents• Implementation and monitoring of dashboards and reporting on ServiceNow and Excel for KPI tracking: SLA compliance, backlog, resolution rate• Preparation of monthly reports and business reviews with a focus on each market (UK, France & Benelux, Central Europe, Southern Europe, Northern Europe, Middle East)• Implementation of log retrieval processes, creation of catalog items on ServiceNow, creation of dynamic monitoring dashboards on ServiceNow• ServiceNow training, best practice reinforcement and implementation, organization of regular meetings with various teams to ensure follow-up
- HermèsINCIDENT MANAGER MOBILE FACTORYLUXURY GOODSApril 2024 - February 2025 (10 months)Pantin, France• Management of L3 support and critical incidents for the suite of internal mobile applications deployed to international sales representatives and stockists• Direction of the EasyVista to ServiceNow migration, including the creation of dashboards, KPIs, and optimization of operational workflows• Redesign of incident management processes according to ITIL/ITSM standards, with implementation in ServiceNow• Implementation of a proactive monitoring strategy via Kibana and Dynatrace, including configuration of alerts and critical thresholds• Technical management of complex incidents using Postman and Charles Proxy for in-depth analysis of mobile issues• Administration of security certificates and active participation in CAB meetings• Leadership of Task Forces during major incidents, with multi-level IT4IT communication coordination• Collaboration with Product Owners for prioritization of fixes and participation in agile ceremonies
Recommendations
Be the first to recommend Samantha
Help this freelancer shine by sharing your experience working together.
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- Web Integrator DeveloperIfocop2016Formation niveau II (Bac+4) "Le Développeur intégrateur web, l’un des professionnels les plus présents dans la webosphère, conduit des projets de création ou de refonte de sites Web dans le respect d’un cahier des charges. Son développement intègre la dimension du référencement naturel et celle de la diversité des supports de navigation (Responsive Design). Acteur du développement front-end (création d’interfaces claires et ergonomiques, intégration des différentes pages), ou back-end (développement dynamique et programmation des fonctionnalités attendues), il valide sa production après une phase de test. Maîtrise : Html 5, Css 3, Javascript, Bases de données, Php, Cms, …"
- Manager AssistantFormapro2011BTS en alternance "Le BTS AM vise à former des futurs collaborateurs de dirigeants d'entreprise. L'assistant manager exerce dans les domaines des ressources humaines, de la gestion administrative et de la communication au service du personnel d'encadrement (directeur général, directeur d'unité, chef de service...). L'assistant manager occupe un poste clé dans l'entreprise car il est une interface entre la structure et son environnement. Il incarne l'entreprise auprès des clients, partenaires et fournisseurs."
Certifications
- Set up an information watch systemOpenclassrooms2020
- Discover the DevOps methodologyOpenclassrooms2020