Freelancer profile translated to English.

Description

When IT services lose visibility, incidents pile up, and governance no longer allows for effective activity management, I step in to regain control of operations.

A PMP, ITIL, and Scrum Master certified Service Delivery Manager, I support large companies in stabilizing, structuring, and improving their complex IT environments.

My expertise includes:

- Managing critical services,

- Operational governance,

- Monitoring contractual commitments (SLA/KPIs),

- Multi-vendor coordination,

- Major incident management,

- Transforming operational data into management and decision-making tools.

Accustomed to international and highly structured environments, I work in contexts requiring rigor, transverse coordination, and the ability to re-establish sustainable operational momentum.

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Strasbourg (up to 50km)

ECONOCOM (CDS)
Service Delivery Manager
CONSULTING AND AUDITS
January 2025 - January 2026 (1 year)
Strasbourg, France
Taking over and stabilizing IT services in a large enterprise environment
- Analyzing service operations (organization, processes, performance) and identifying gaps
- Aligning practices with contractual requirements and service quality objectives (SLAs, KPIs)
- Preparing management meetings (Steering Committees, Project Committees) based on consolidated analyses
Governance and decision support
- Designing and implementing a Quality Assurance Plan (QAP) in a transition context
- Developing decision-oriented management support tools: incidents, trends, risks, action plans
- Defining and monitoring corrective action plans
Coordination and practice evolution
- Supporting teams in evolving management practices
Impact
➢ Sustainable improvement in the clarity and reliability of operational management with better activity traceability
➢ Degraded services brought back under control in less than 3 months with restructured governance and stabilized SLAs
➢ Support for managing the transition of the Moselle Departmental Center (network of colleges): handling a flow of 1300 tickets
➢ Significant reduction in client escalations through operational staff training
IT Governance IT Project Management
CONSEIL DE L'EUROPE
Service Delivery Manager
PUBLIC SECTOR
August 2022 - December 2024 (2 years and 4 months)
Strasbourg, France
Managing IT delivery in an international, multi-site, and multi-vendor environment
- Managing a team of 28 people (technicians and engineers)
- Managing contractual commitments (SLAs, KPIs, service quality)
Preparation and management of governance meetings
- Steering Committees, Project Committees, Management Committees — analysis of production, use of monitoring data
- Identifying indicators and areas of drift
- Developing management support materials and presenting results and action plans
Continuous improvement and technical environment
- Managing major incidents and critical escalations
- Root cause analysis and handling of recurring incidents
- Implementing continuous improvement initiatives
- Managing a hybrid environment (on-premise and cloud) under institutional constraints
Impacts
➢ Service quality brought back under control in a demanding environment with high institutional stakes
◦ 98% of Service Desk response time N0
◦ 80% reduction in incident and request ticket backlog
◦ Service availability maintained at 98%
◦ Reduction of recurring incidents through a structured analysis and capitalization approach
◦ Implementation of CoQual with analysis of 2100 closed tickets monthly
➢ Strengthened governance with improved visibility of operational activities and user feedback for better Service Quality improvement
SOGETREL
Network & Infrastructure Project Manager
TELECOMMUNICATIONS
February 2021 - July 2022 (1 year and 5 months)
Nancy, France
Managing IT transformation and compliance projects
- Managing a portfolio of network and infrastructure projects
- Leading structuring projects: WAN, VPN, telephony, datacenters, archiving, DRP
- Ensuring compliance with ISO 27001 and security aspects
Scoping, governance, and project management
- Structuring projects: scoping, planning, execution strategy
- Monitoring costs, deadlines, and quality, and implementing performance indicators
- Implementing the change management process
- Preparing and managing steering committees
Supplier relations
- Participating in calls for tender and selecting service providers
Impact
➢ IT systems brought into compliance with enhanced security and operational resilience