Description

Service Delivery Manager & IT Project Manager | 8+ ans d'expérience dans la gestion de projets IT et la qualité de service.

Spécialiste en gestion de la qualité de service et en coordination de projets complexes, je mets à profit mes compétences en pilotage d'équipes, analyse des besoins, et conduite du changement pour assurer la réussite des initiatives IT.

Mes points forts :

Gestion de projets IT : Mise en œuvre et suivi des projets stratégiques, notamment des migrations Cloud et des évolutions PLM.

Service Delivery Management : Amélioration continue de la qualité des services, gestion proactive des incidents et communication avec les parties prenantes.

Expertise fonctionnelle : Animation de réunions, analyse des besoins métiers, et coordination entre équipes techniques et fonctionnelles.

Capacités relationnelles et organisationnelles : Excellent relationnel avec les équipes support/projets, capacité de priorisation et gestion des crises.

Langues

Français
Bilingue ou natif

Préférences en matière de lieu de travail

En télétravail uniquement

Travaille majoritairement à distance

Safran,
Service Delivery Manager / IT Project Manager
décembre 2022 - Aujourd'hui (3 ans et 6 mois)
Plaisir, France
IT service Delivery Management:
• Setting up the support chain for Incidents, Requests and Changes
• Creation of ticketing forms for Incidents/Requests in Service Now and manage their evolution
• Verification and validation of the contents of the CMDB under Service Now
• Setting up crisis cell and following up the quick resolution of the critical issues
• Monitoring of escalated issues and requests
• Tools: Service Now, Jira of 2 Web applications:
Management of the Rehosting of CMS (Aras solution) to the AWS Cloud and the upgrade of Innovator version and Management of OnePLM application (Windchill Solution)
• Guarantee of the proper conduct of the project by the coordination between the different actors (functional, technical) to ensure the success of the project
• Presentation of the project for the TASC in order to get the project approval from the DSI Group
• Presentation of the project on the Approval meeting by the Business / Sponsors (PAB)
• Follow up corrective deliveries with the integrator
• Monitoring of technical tests and functional tests of end users
• Facilitating meetings to successfully implement the solution
• Animation of SteerCo for regular presentation of the project progress of Jira solution (Atlassian solution):
• Gathering and analyzing Business manager needs
• Ensuring the successful execution of Jira sprints, overseeing their proper setup and ensuring that Jira customization met specific business needs
• Leading change management initiatives, guiding teams through the adoption and seamless transition to Jira, driving user engagement and efficiency
• Facilitating user training sessions, effectively introducing and demonstrating Jira functionalities and best practices to enhance user adoption and system utilization
Générali,
Service Manager
septembre 2021 - décembre 2022 (1 an et 3 mois)
Saint-Denis, France
4 departments:
• Monitoring and managing crisis cells, ensuring rapid response and effective resolution of critical issues affecting operations
• Communication to impacted users, providing timely updates and ensuring clarity during incidents and system disruptions
• Providing ongoing support and tracking esscalations reported by end users
• Presenting monthly service quality reports, including user feedback, KPIs, monthly issues, and actions taken, to drive continuous service improvements
• Participation in Change Advisory Board (CAB) meetings, assessing and monitoring changes that could potentially impact the four managed departments
• Enhancing crisis communication protocols, improving user notification strategies and setting up customized templates for different applications.
• Tools: ServiceNow, Power BI
Sanofi,
Service Manager
octobre 2019 - août 2021 (1 an et 10 mois)
Lyon, France
• Lead the management of the delivery activities for two main applications from the Business Change Request, Deployment phases to the Support Go Live in Production:
• Follow the coming new projects and supervise the mandatory prerequisites documents delivery
• Follow up the Development Phases
• Ensure the Knowledge Transfer from the Development Team to the Support Team and guarantee the correct Transition (Shadow Phases)
• Ensure the Reverse Shadow phases
• Ensure proper application support with the external partners
◦ Assist in KPI monitoring and make sure the support is running accordingly
◦ Supervising the follow up of the resolution of the major Problems
◦ Ensure the regular Knowledge update of the team in the different internal SharePoint
• Budget Steering (Monitoring external Budget activities)
• Tools: Service now