#3071

ITIL Professional/Project Manager

  • Activity areas: Information Technology and Services
  • Salary expectation: CHF 140'000 - 160'500 per year
  • Type of contract: Permanent
  • Availability: Right now
  • Work execution: Onsite/Onshore, Home office/Remote

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Workplace preferences

  • Prefered location: Lausanne Region, Riviera, Genève
  • Travel percentage: 20 %

Nationality

  • French
  • Work permits: Swiss, French

Useful information

  • Transportation way: Public transports, Car
  • Birth date: Mar 7, 1983
3 Companies trust me
2 Different work locations
2 Languages
13 Years of work experience

Summary

I am an evolved and innovative ITSM product. I have always been ahead of the curve and trends trying to understand what could be the next step in making end-users more efficient and productive with their digital devices and solutions.
For the last 13 years, I have been an actor in the Service Management transformation accompanying the digitization of the world's largest food and beverage corporation. From process definition, standardization and implementation of support models, service desk and service catalog for a community of around 300'000 end-users supported by 15'000 analysts. I could also acquire management skills through the management of multiple complex and cross-country projects aiming at renovating IT SM processes and tools, investigating how to leverage AI to automate and improve support experience. Then I could work in the digital workplace area, revising and evolving the Service Management paradigm moving to more predictive and proactive ways to help and support better productivity by focusing on understanding the users' context, monitoring and capturing data on solution usage to then derive information to optimize IS and IT landscape and ways of working.

Key competencies

6/6

ITIL

Expert

13 years of experience

I'm still using this competency

5/6

IT / IS Solution Management

Advanced

10 years of experience

I'm still using this competency

5/6

Listening

Advanced

11 years of experience

I'm still using this competency

5/6

Learning Agility

Advanced

11 years of experience

I'm still using this competency

5/6

PMP CERTIFIED PROJECT MANAGER

Advanced

6 years of experience

I'm still using this competency

4/6

PERFORMANCE OPTIMIZATION

Intermediate

2 years of experience

I'm still using this competency

6/6

IT SERVICE MANAGEMENT PRINCIPLES

Expert

13 years of experience

I'm still using this competency

5/6

ANALYTICAL INSIGHTS

Advanced

8 years of experience

I'm still using this competency

Latest experience

IS IT Project Manager

2016 - 2019

During the last 3 years, I managed the deliverable for a global program (CHF 6+ Million) to modernize workplace learning in a large multinational company, impacting a community of 230’000 employees across the world
As the Project manager for the entire program, I managed the partnership with software industry leaders like SAP with the objective implement services to improve workforce performance and productivity.
My responsibilities included business case definition, defining processes and ways of working, vendor management, cost and resource planning, budget optimization through standardization and cost control in the execution of projects while managing schedules for a team of 20 people.
2 of the projects completed design, implementation and then the evolution of cloud solution tool architecture to build an embedded help technical learning solution integrating tools such as SAP Enable Now (WPB), MadCap Flare and Acrolinx.
Another project, running in parallel, piloted the new tool architecture and service to better understand the cost and efforts to deliver it so that it can be estimated and optimized while framing and structuring the way it is delivered.
The last project in date implemented a user experience management product aiming at validating adoption, performance and prove the value of IT products. This is achieved through the monitoring and collection of usage data to identify and proactively overcome road blockers, inefficiencies and thus significantly improve employees' productivity and satisfaction with ISIT solutions.

IS IT Project Manager

2014 - 2016

I managed a CIO sponsored project (PMP framework - CHF 2+ Million) in partnership with a software industry leader with the objective to build a business case for machine learning artificial intelligence to support End-users in their day to day usage of digital solutions. The aim was to understand how we could improve the support and serve an innovative approach while delivering incremental training to IS/IT Solutions end-users leveraging deep-learning and cognitive computing capabilities. Using Design Thinking methodology, we co-created a product ingesting different types of unstructured documentation coming from multiple sources in the company, to then provide the end-users of digital solutions with a chatbot-like tool understanding users' language and context and suggesting the best answer possible to his questions. This enabled to build very valuable insight that allowed to save millions of investment.

I led a Service Management project team of 25 people, to deliver the following project’s deliverable using an AGILE (SCRUM) software development method. This project impacted a community of 15’000 analysts supporting 300’000 end-users across the world executing 1 Million transactions per day.
Contributing to a wide landscape simplification program, this project (CHF 3+ Million) delivered the next generation of Change, Build, and Release Management processes (ITIL framework) and associated tools (HP Service Manager and SAP SolMan). This supported and enabled the world's largest successful implementation of SAP HANA allowing the company to gain significant competitive advantage by improving its digital efficiency and reliability.

ITSM Process Operational Owner

2011 - 2014

As Process Operational Owner in a multicultural environment for Incident, Request Mgt, and Problem Mgt, I standardized user support across the 3rd Level organization of the company (around 150 people) through implementation of Service Management processes in a multi-layer follow-the-sun organization. This enabled to significantly increase the teams’ maturity against Nestlé and industry standards, supported the acceleration of the time to market of IS/IT Solutions and thus business satisfaction.
This was achieved through training, coaching, continuous improvement of support teams using problem-solving methodologies as well as managing closely the compliance-related activities to ensure implementation and value of standardization.

ITSM Project Stream Lead and Service Operational owner

2008 - 2011

During this period of time I had 2 main roles, first as a stream lead in a project team, I delivered the design and implementation of a Service Management reporting solution based on renovated Incident and Problem management processes and tool. This solution has been then be used by a community of 15'000 analysts supporting 300'000 users across the world delivering valuable insight for operational and support model organization improvements and optimizations.
To do so I lead a team of internal and external consultants to analyze the existing reporting use and needs from the different organizations around the world to then compile into requirements for a global solution addressing the majority of them. I then planned and coordinated the different testing phases with stakeholders in different organizations to validate that all needs are addressed and start at the same time the deployment of the renovated processes and tools providing wide range conference trainings in a train the trainer approach.
Once this project was completed, I came back in my originating team on the operational ownership of the Service Management processes to continue the implementation f the Reporting solution built before.
To do so, I developed some advanced users training tool kit and provided training with the objective to build a Decision Support Expert network to support the use and evolution of the newly implemented reporting solution. It also helped in the change process for this solution, producing a great source of solution improvement demand but also testing and validating them.
My expertise in Service Management and analytics was found valuable in supporting teams as consultancy service in problem-solving and service improvement projects but also to better understand the bigger picture of the entire support organization while going through major organizational changes.
Finally, in parallel to the above role, I was involved in the definition and formalization of the IS/IT Service Catalog.

ITSM Expert

2006 - 2008

During the first 2 years of my career, I have started to build up knowledge on all Service Management processes and areas but being directly responsible in the support of 2nd and 3rd level support teams, providing them with reporting capabilities on their on-going services and support activities so that they can understand and improve the service they deliver.
To do so, I was on one side directly receiving requests for ad-hoc or periodic reports that I analyzed and put in place for them, and on the other side working with management to build and deliver Dashboards providing them with a snapshot of organization health so that they can take relevant decisions.

Education / Training

MsSC in IT Management

Master of Advanced Studies MAS 2001 - 2006

MsSC in IT Management in ESIEA (Ecole Supérieur d'Informatique, Electronique et Automatisme) in France.

Project Management certifications

Formation post-diplôme ES 2018 - 2019

Certified Project Management Professional (PMP)
Certified PRINCE2 Foundation and Practitioner

ITIL certifications

Formation post-diplôme ES 2006 - 2019

Certified:
- ITIL Foundation v2
- ITIL Service Level Management Practitioner
- ITIL Foundation bridge to v3
- ITIL Continual Service Improvement (CSI) v3 intermediate qualification
- ITIL Foundation v4
- ITIL Practitioner (v3)

Professional SCRUM certifications

Formation post-diplôme ES 2019 - 2019

Certified Professional SCRUM Master 1
Certified Professional SCRUM Product Owner 1

Service Now training

Self-taught 2019 -

Currently going through the full learning path on Developers.ServiceNow.com platform

Languages

6/6

French

C2 - Mastery or proficiency

6/6

English

C2 - Mastery or proficiency

Interest & Leisure

  • Cooking: I enjoy cooking, it brings me peace, helps me relax and travel through smells and tastes. Also, I see a parallel with my professional preferences, following carefully a recipe and maybe improving or customizing it wherever it makes sense.

  • Mechanics: Since I was young, I have always been interested in mechanics, engines, understanding how everything works together. I like to understand the whole picture of an organization or process, this makes me feel more confident.

  • Travel: I have always enjoyed traveling, all around the world, discovering different cultures, food, etc. It helps me to step back and analyze some situation with different perspective. It also helped me a lot in working with people from different cultures, understanding them better.

Available documents

Reference check / Ranking
Motivation Assessment
Values Assessment
Culture fit Assessment
Personality Assessment
Skills Assessment
CV/Resume
Diplomas / Certificates
Video Interview