Freelancer profile translated to English.
Back to original languageAbout Thierry
IT Service Managerwith over 30 years of experience in IT Departments, in managing IT services in RUN phase, IT support, and service provider contracts.
**Specialties**:
- Measuring service quality and user satisfaction: designing and analyzing indicators, user feedback (satisfaction surveys, feedback, complaints), and monitoring dashboards.
- Improving ITIL processes to enhance service quality and user satisfaction.
- Managing Support functions: coordinating IT teams, managing support teams, crisis management, monitoring the backlog, anticipating alerts, participating in steering committees (change management, problem management, steering committees, etc.).
- Managing external service providers: measuring service quality, leading governance meetings (steering committees, technical committees, CABs, etc.), controlling billing and penalties...
**Methodologies used**: ITIL v3 and 4, ISO 9001
**Experience contexts**:
- Various contexts (industrial, pharmaceutical, mutual insurance, logistics, banking, and energy)
- BUILD to RUN and RUN phases, from service provider transition
- National and international scopes, from 500 to 8000 users.
French
Native or bilingual
English
Conversational
Spanish
Basic
Can work on-site
Vélizy-Villacoublay (up to 50km)
Experience
- Robert Walters Management de TransitionIT Support Manager at ButagazENERGY AND UTILITIESFebruary 2024 - July 2024 (5 months)Levallois-Perret, FranceFreelance mission (Interim Management): IT Support Management- Management of the service provider responsible for Service Desk and On-site Support.- Operational management of the on-site support team (task management, priorities, scheduling, arbitration, continuous improvement...)- Audit, proposal, and implementation of improvement areas (processes, organization, tools...)- Single Point of Contact for user complaints and escalations.
- QuanteamCOLLAB Service Manager at CAGIP (Crédit Agricole)BANKING AND INSURANCENovember 2022 - October 2023 (11 months)Guyancourt, France- Responsible for the RUN of the COLLAB service for M365, Teams Softphone, Skype, and Sharepoint OnPremise offerings.- Management of the partner responsible for RUN (incidents, crises, problems, changes, requests).- Guarantee of service quality.
- D2X ExpertiseITSM Consultant / QUALIOPI CorrespondentCONSULTING AND AUDITSFebruary 2022 - June 2022 (4 months)Courbevoie, FrancePreparation for QUALIOPI certification of d²X-Expertise as a training organization.- Review of the standard and indicators.- Implementation of a quality framework (mapping and writing of processes, document templates).- For the audit, selection of training courses, assessment, and identification of gaps compared to the standard's requirements, bringing documents into compliance.- Preparation for the certification audit. Result: certification obtained on the first audit.
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Education
- Professionalization Cycle in Project ManagementThales University2010Professionnalisation à la Conduite de Projets, Pilotage d'affaire, Management de Projets et d'Equipe, Communication. Validation du passage Cadre Thales
- Post-BTS SpecializationHigher School of Computer Science and Management, Paris1990Spécialisation, Réseau, Bases de Données
Certifications
- ITIL 4 FoundationPeopleCert
Skill set
Categories
- Other