Freelancer profile translated to English.

Description

With over 20 years of experience in managing client accounts in the IT services sector, I have developed solid expertise in contract management, client relations, and IT outsourcing supervision. Today, I am looking for a new professional challenge where I can leverage my strategic and operational skills.

My background as a Service Delivery Manager has enabled me to master all key aspects of service contract management: quality monitoring, team coordination, client relations, performance indicator management (SLA/KPI), critical incident management, continuous improvement, and regular reporting.

Since May 2016, I have held a multi-account SDM position within an IT outsourcing contract (on-site support and infrastructure) covering several major clients:

• LVMH: office support, workshop, and warehouse

• Bouygues Telecom: office environment, datacenters, audiovisual

• Gemalto (Thales): user and infrastructure support

• Total: datacenter supervision and support

🔹 Activity Volume:

• Global turnover: 5 million euros

• Average margin: 35%

• Management of approximately 80 employees (technical teams, local management, coordination)

This experience has allowed me to demonstrate my ability to simultaneously manage multiple complex accounts in demanding and constantly evolving environments.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

CAGIP
Service Delivery Manager
May 2022 - January 2026 (3 years and 8 months)
Service Delivery Manager for IT Support Activity Management, Banc Master, Stock:

Operational management of support (L1 to L3) with monitoring of SLAs, KPIs, backlog, and resolution rates.

Performance analysis, identification of deviations, and implementation of continuous improvement plans.

Leading operational committees and steering committees (COPIL), regular reporting to stakeholders, and coordination of internal and external teams.

Optimization and formalization of processes (incidents, requests, problems, changes) with an ITIL and continuous improvement approach.

Management and optimization of IT stocks (PCs, smartphones, licenses), inventory tracking, and cost control.

Cross-functional Projects:

Microsoft Defender Migration: scoping, planning, technical coordination, park security, and change management.

Smartphone Fleet Migration: deployment management, logistics management, device configuration, and user support.

Workstation Deployment Management (PCs): planning, logistics coordination, image and configuration management, replacement organization, and user support.
ITIL V3 Steering Committee Team Management Project Management Finance
Solutions 30
Service Delivery Manager
September 2015 - April 2022 (6 years and 7 months)
Multi-Account Service Delivery Manager for Major Clients:

Management and development of a strategic portfolio of major clients: Total, LVMH, Gemalto, Bouygues.

Contractual and financial management of a scope generating €5 million in turnover.

Management of multidisciplinary teams of 50 to 80 employees (internal and external): organization, HR monitoring, skills development, and performance management.

Management of service commitments (SLAs), client governance, and steering committee leadership.

Portfolio development: opportunity identification, tender responses, negotiation, and account retention.

Coordination of technical teams, partners, and business units in complex, multi-site environments.

Major Projects Managed:

AS/400 (Infolog) to SAP Migration: scoping, cross-functional management, risk management, coordination of business and technical teams, securing the transition.

Migration to Windows 10: large-scale planning and deployment, management of user impact, and adherence to contractual deadlines.

Network Rack Refresh: management of critical infrastructure renewal, intervention coordination, and ensuring service continuity.
Team Management Steering Committee Finance Team Management SLA Compliance