Vianney L.

Technical and operational management of a fleet of 33,000 mobile devices deployed across all Leroy Merlin France stores and warehouses.

Fleet scope: 29,000 Stellar X5 (store/warehouse frontline workers) — 3,000 Core X5 (shared store fleet) — 1000 Apple, Google, and Samsung devices (store managers and internal services).

Achievements:

- Design and management of an internal AI assistant (RAG + LLM, 9.4/10 quality score) for in-store fleet managers — reduction of L1 support load, acceleration of autonomous resolution.

- Audit and architecture of the ServiceNow L1→L3 process — redesign of escalation processes and cleanup of the backlog (zombie tickets).

- Management of the strategic Crosscall partnership — orchestration of the complete lifecycle (provisioning, enrollment, after-sales service, renewal) to ensure service continuity.

- Management of the specific Apple / Google / Samsung fleet for middle management (store managers, internal services).

- Management of the Orange Business contract — SIM/eSIM supervision, plan optimization, network quality.

- Power BI specifications: internal recharging and fleet KPIs (dormant stock, return rate, after-sales service volume, on/off-boarding times).

- Multi-partner coordination: L1 support, after-sales service logistics, manufacturer after-sales service, Digital Workplace teams, Workspace ONE MDM team.

- Jira backlog management in tandem with the Product Owner: centralization of business needs, technical projects, and structural incidents in the form of Epics and Sprints, P0→P3 prioritization.

Stack: WorkspaceOne, ServiceNow, Jira, Trello, Power BI, Looker Studio, Orange Business Portal, Google Workspace.

• • L2/L3 technical support for clients and integration partners.

• • Setup of operational mock-ups (POC) and production installations at client sites.

• • Product support referent before escalation to Development.

• • Privileged technical relations with printer peripheral manufacturers.

• • Management of the L2 backlog for Workstation, Mobility, Printers, and Google Voice.

• • Drafting and provision of procedures for L1 and L2.

• • Problem management and post-mortems.

• • Team run: update of ServiceNow KPIs, team velocity calculation.