Incident Manager
ONEY
(Banks and financial services, 1000-5000 employees)
Skills
ITIL, OVH, Cloud, SAP, FMEA
Project history
04/2021
-
03/2022
Crisis cell Management
improvement and implementation of ITIL recommendations
Support during the change
08/2020
-
03/2021
Transition Manager
OVH Cloud
(Internet and Information Technology)
Mission: Management of Billing Squad (25 FTE), Contribution in SAP implementation.
08/2019
-
08/2020
Process Owner
NEXITY
(Architecture and civil engineering, 500-1000 employees)
Mission: Identification, Adaptation of processes in order to streamline relations with the Outsourcer (Production context)
Result: Standardization of production releases, change management, problem management
Analysis of RUN Infra operation
improvement and implementation of ITIL recommendations
Define, Implement and challenge for Change and Incident workflow
Change workflow (Creation, formalized, communicate, ...)
Incident Workflow (Creation, formalized, communicate, ...)
Support during the change
Result: Standardization of production releases, change management, problem management
Analysis of RUN Infra operation
improvement and implementation of ITIL recommendations
Define, Implement and challenge for Change and Incident workflow
Change workflow (Creation, formalized, communicate, ...)
Incident Workflow (Creation, formalized, communicate, ...)
Support during the change
11/2018
-
07/2019
Consultant in transition management
BONDUELLE
(Consumer goods and retail, 1000-5000 employees)
Mission: Modification of the processes to reach the objectives of the SLAs
Result: Achievement of 90% target in 2 months. (+ 24% on the initial scope)
Analysis of RUN IT operations
improvement and implementation of ITIL recommendations
Support during the change
Result: Achievement of 90% target in 2 months. (+ 24% on the initial scope)
Analysis of RUN IT operations
improvement and implementation of ITIL recommendations
Support during the change
02/2018
-
11/2018
CEO
MYCITY.GREEN
Value Proposition: Enlist everyone to take action and contribute to improve the quality of life of your city
Set up the startup and incubation at Eura-Technologies. (French incubator)
Business model and business flow test
Set up the startup and incubation at Eura-Technologies. (French incubator)
Business model and business flow test
07/2017
-
02/2018
Service Center Manager
DECIDEOM
Mission: Service Center Manager for an mutualize Service Center (BI technologies)
Result: Absorption of 2017 loss.
Management of the Service Center:
- Responsibility for P&L and budget preparation
- Creation and monitoring of operations, production, invoicing
Development of the service offer
- Establishment of a standard contract, establishment of a service catalog
- Training of the sales team in activities with a commitment to results (package)
Creation of the team and implementation of the management of 10 engineers
- Recruitment, evaluation, implementation of Visual management and ITIL processes (SLA)
- Creation and formalization of processes and workflow
Service center animation:
- Monitoring, Organization and Coordination of activity, load plan
- Preparation and animation of committees (Operational / Steering)
Result: Absorption of 2017 loss.
Management of the Service Center:
- Responsibility for P&L and budget preparation
- Creation and monitoring of operations, production, invoicing
Development of the service offer
- Establishment of a standard contract, establishment of a service catalog
- Training of the sales team in activities with a commitment to results (package)
Creation of the team and implementation of the management of 10 engineers
- Recruitment, evaluation, implementation of Visual management and ITIL processes (SLA)
- Creation and formalization of processes and workflow
Service center animation:
- Monitoring, Organization and Coordination of activity, load plan
- Preparation and animation of committees (Operational / Steering)
09/2015
-
06/2017
Service Center Manager
Open Group
Mission: Senior Project manager for Société Générale IT Service center for International Cash Management. (ALM)
Result: Return of customer satisfaction and fulfillment of commitments
Management of the Service Center: (2M €)
- Budget preparation
- Creation and monitoring of operations, production, invoicing
Account development
- Expansion of the scope
- Spread
Redesign and coordination of the team up to 25 engineers (technical / functional) + 5500md
- Recruitment, evaluation, redefinition of positions, Visual management and ITIL processes (SLA)
- Work in waterfall / Agility Project management
- Change and improvement of processes and workflows
Service center animation:
- Monitoring, Organization and Coordination of activity, load plan
- Preparation and animation of committees (Operational / Steering)
Result: Return of customer satisfaction and fulfillment of commitments
Management of the Service Center: (2M €)
- Budget preparation
- Creation and monitoring of operations, production, invoicing
Account development
- Expansion of the scope
- Spread
Redesign and coordination of the team up to 25 engineers (technical / functional) + 5500md
- Recruitment, evaluation, redefinition of positions, Visual management and ITIL processes (SLA)
- Work in waterfall / Agility Project management
- Change and improvement of processes and workflows
Service center animation:
- Monitoring, Organization and Coordination of activity, load plan
- Preparation and animation of committees (Operational / Steering)
01/2013
-
08/2015
Project Manager
CAPGEMINI France
Mission: Project Manager for the SANOFI IT Service Center of the Chemicals and Pharmaceuticals Manufacturing
Result: Return of customer satisfaction
- Starting and managing the service center France / India (10 people / 750K€ per year)
- Incident Manager
- Reducing the ticket by 15% / year using FMEA (Failure Method Analysis)
- Implementation of the LEAN management, Agile management
- Customer Relationship Management (preparation and facilitation of operational and strategic committee, reporting to the board)
- Mission in English
Mission: Business Analyst for the Orange IT Service Center
Result: Return of customer satisfaction
- Starting and managing the service center France / India (10 people / 750K€ per year)
- Incident Manager
- Reducing the ticket by 15% / year using FMEA (Failure Method Analysis)
- Implementation of the LEAN management, Agile management
- Customer Relationship Management (preparation and facilitation of operational and strategic committee, reporting to the board)
Result: Return of customer satisfaction
- Starting and managing the service center France / India (10 people / 750K€ per year)
- Incident Manager
- Reducing the ticket by 15% / year using FMEA (Failure Method Analysis)
- Implementation of the LEAN management, Agile management
- Customer Relationship Management (preparation and facilitation of operational and strategic committee, reporting to the board)
- Mission in English
Mission: Business Analyst for the Orange IT Service Center
Result: Return of customer satisfaction
- Starting and managing the service center France / India (10 people / 750K€ per year)
- Incident Manager
- Reducing the ticket by 15% / year using FMEA (Failure Method Analysis)
- Implementation of the LEAN management, Agile management
- Customer Relationship Management (preparation and facilitation of operational and strategic committee, reporting to the board)
06/2010
-
12/2012
Management of application Accountant s of KIABI
ADDITEAM
Local Availability
Only available in these countries:
France
