Freelancer profile translated to English.

Description

Experienced professional with over ten years of experience in Service Delivery and Contract Management within production/manufacturing environments and large industrial accounts (Naval Group, ThyssenKrupp, Groupe Sigma). Trilingual (FR/EN/ES), I lead multicultural teams, monitor performance via KPIs, and deploy ITIL, Lean Six Sigma, and Agile best practices. Expert in WAN/LAN/SAN architectures, VMware virtualization, and ERP tools, I combine operational rigor with customer service focus to ensure delivery quality and build lasting trust.

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual
Spanish
Native or bilingual

Workplace preferences

Can work on-site

Nantes (up to 50km)

Solly Azar
IT Production Manager (Transition Management)
February 2024 - Today (2 years and 4 months)
Solly Azar is an insurance broker offering insurance solutions for individuals and professionals, with expertise in health, auto, and provident insurance. As IT Production Manager, my role is to ensure the stability, performance, security, and cost optimization of IT production. I oversee operations, outsourcing with Sigma, relationships with business units and VIPs, while integrating production plans and cost rationalization.

• Managed a team of 8 people (Systems Engineers, Network and Telecom Engineers, Operations Technicians)
• Managed service providers
• Liaised with business units and VIPs (facilitated communication between IT and business, managed VIP requests)
• Security and compliance (ensured a high level of IT security, anticipated regulatory and technical evolutions)
• Cost rationalization (workload planning, contracting with an IT broker for asset valuation, reduction of unnecessary expenses, infrastructure usage optimization with capacity planning)
• Renegotiated the Sigma outsourcing contract (December 2024 - January 2025)
• Infrastructure rationalization (new VMware, Citrix, and AKS architectures)
• Decommissioning (removal of obsolete equipment, applications, and services)
• Reviewed the service level agreement and quality assurance plan to better meet Solly Azar's needs (new services, new SLAs, more engaging SLAs, penalties)
• Added a service catalog (defined delivered services, completion times, costs, etc.)
• DORA (Strengthened IT provider obligations, clauses on IT risk management and business continuity, transparency and auditability requirements, security and data protection, reversibility and contract termination clauses)
Groupe Sigma
Service Delivery Manager
June 2023 - January 2024 (7 months)
Sigma is an IT outsourcing company specializing in hybrid cloud, offering hosting, IT operations, cybersecurity, and infrastructure management services. A Service Delivery Manager at Sigma oversees outsourcing contracts, ensuring the quality of IT services (hosting, operations, security, networks, AKS) while meeting contractual commitments and SLAs. They are responsible for client relations, financial monitoring, and continuous service improvement to optimize satisfaction and infrastructure performance.

• Managed a team of four Service Delivery Managers
• Oversaw outsourcing contracts
• IT equipment hosting (Managed infrastructure in Sigma data centers, maintenance and monitoring of hosted servers, guaranteed availability and performance)
• Managed services and operations (Guaranteed availability and performance, Incident management and alert response, patch management)
• Security and compliance (Security and compliance, threat monitoring and security incident management, BCP/DRP, compliance with regulations like GDPR and DORA)
• Network Services (Connectivity and network infrastructure, security and filtering, high availability and network DRP)
• Azure Kubernetes Services (AKS cluster management, CI/CD and DevOps integration, security and compliance)
• Financial monitoring: Scoped client requests, invoicing and quotes, action plan tracking
• Prepared and led client steering committees (CoPs)
• Ensured Sigma's commitments to clients
• Continuous improvement of Service Delivery
Bessé Conseil
Production Manager
August 2022 - March 2023 (7 months)
Bessé is a brokerage firm that advises companies on their risks and insurance. Within the GIE, I am responsible for the operation and optimization of IT production and operations.

• Managed a team of 15 people (L1, L2, networks, systems)
• Managed the outsourcing provider
• Recruitment and training of new staff to cope with a period of high activity
• Analysis of failures and malfunctions, and implementation of improvements
• Implementation of best practices for client management (service became client/user-oriented)
• Development of performance indicator tracking
• Development and tracking of financial forecast plans
• Identification of risks and opportunities
• Analysis and cost rationalization
ThyssenKrupp Elevator