Service management executive with 25 years in IT service delivery, nine of them building Bureau Veritas’ global service management function across six successive roles.
I now direct that function: 85 people across several teams, with delivery hubs in France, India, Malaysia and Colombia. I led the group tender that selected OpenText SMAX, delivered it live in February 2022 and grew it into a four-process platform improved at six releases a year — then sponsored the GenAI support assistant launched in September 2025, giving users multilingual answers with no queue.
What I bring: ITIL-based service management frameworks, SIAM multi-supplier integration, and shared service centre operations run at global scale. Career built from the front line upward, across France, Ireland, Luxembourg and Singapore, for European institutions and corporate & investment banks. ITIL® 4 and PRINCE2® certified.
Permanent term.
Duration : ~9 years
Period : 01/2017 to now
Director – (IT) Service Management, France
| Directing the group’s IT Service Management function: 85 people across several teams, France and India, global scope. My mandate is to establish and operationalise a world-class service desk across Bureau Veritas’ global shared service centres — and to give the group one coherent way of running IT services instead of many. What that means in practice: → ITIL framework designed and deployed across incident, problem, change and configuration, aligned to the DxT organisation → SIAM model integrating multiple suppliers into one end-to-end delivery chain → Group-wide service maturity assessment, then the convergence roadmap to standardise and automate → Two new service desk hubs opened: Kuala Lumpur in October 2025 (23 people) and Bogotá in April 2026 (6 people), extending follow-the-sun coverage → Verticalisation of IT support functions across the group — our lever for standardisation and operational efficiency → Building and mentoring the teams that run it, and acting as the bridge between IT, business lines and vendors |
Consultancy under Maltem Payroll
Duration : 2.4 Years
Period : 09/2014 to 12/2016
Head of Quality & Projects, Singapore
Direct report to Site manager – Manager of 2 direct report.
ResponOwned quality and continual improvement for a ~160-resource captive centre in Singapore, managing an Incident Manager and a Quality Manager.
→ War Room — created to collaborate faster and cut MTTR when major incidents hit
→ Knowledge Management — co-built a sustainable framework keeping staff skilled and knowledge alive
→ Continual improvement — automation and left-shifting of activities for service and cost optimisation
→ Risk & compliance — wrote the Control Plan for Singapore’s regional Infra & Production Support department
→ CMDB — impact assessment during incidents and asset lifecycle management, with discrepancy reportssible for Quality and Continual Improvement in a captive (~160 resources).
Consultancy under Maltem Payroll
Duration : 9 months
Period : 04/2014 to 12/2014
IT Project Manager, Singapore
Built a regional service desk from nothing: €320K budget, 7 FTE, ~4 000 internal users across Singapore and Hong Kong.
An in-sourcing model, delivered as a single point of contact. What went into it:
→ Service framework — SLAs, Operational Level Agreements setting escalation paths between services, KPIs measuring quality of work delivered, and a service catalogue with validation workflow
→ Standard Operating Procedures — call scripts, live ticket logging, communication blasts to end users: one unique and right way of working
→ Cisco UCCX IVR, fully deployed, with phone contact metrics and reporting
→ Centralised knowledge base on SharePoint and ServiceNow KB articles
→ Recruited 6 first-level agents, coached the new internal manager, and drafted the Statements of Work for contracted resources
Consultancy under Aubay Payroll
Duration : 3.5 years
Period : 07/2010 to 12/2013
ICT Support Specialist, Luxembourg
Responsible for all aspects of technical support regarding the tool use to manage transOwned technical support for the European Parliament’s translation-request platform, and led its handover from development into production.
→ Managed every aspect of the handover, including designing a training course to build my colleagues’ competence in the area
→ Designed and tested service desk SLAs in CA Service Desk (Computer Associates); built a service catalogue with validation workflow
→ Raised RFCs proposing enhancements that improved communication with end users and added value to their experience of the tool
→ Power user of Atlassian Jira for reporting to development teams and Confluence for knowledge bases
→ Mentored two one-week missions introducing a new Team Leader to his duties
→ Supported parliamentary session applications in Strasbourg every quarter; remote session monitoring monthly
Consultancy under Aubay Payroll
Duration : 6 Months
Period : 01/2010 to 06/2010
Assistant Project Manager, Luxembourg
Part of the handover team when the Aubay consortium took the Service Desk contract over from Sogeti.
My core task was ensuring knowledge transfer between the departing Principal Team Leader in Luxembourg and the incoming one in Brussels — SLAs, KPIs, call distribution software management.
→ Built an accurate software inventory from scratch for the institution
→ Audited existing procedures to establish what had to be reworked
→ Pioneered the knowledge base project — non-existent when I arrived
→ Ran competence workshops with the agents, assessing where improvement was possible, then produced personal improvement plans
→ Rebuilt the monthly technical committee booklet reporting service desk activity
Consultancy under Aubay Payroll
Duration : 11 Months
Period : 02/2009 to 12/2009
Helpdesk Agent Level 1½, Luxembourg
Working as Single Point of Contact for end users, solving software related problems remotely.
• Dealt with 30 to 40% of the incoming request with the utmost quality of ticket encoding and satisfaction for end users within a team of 5.
Permanent term.
Duration : 1 year
Period : 02/2008 to 02/2009
Technical Support Engineer, Ireland
Involve in software technical support for EmailXtender, email archiving solution of EMC² (now phased out to SourceOne solutions).
This highly sensitive product is requiring rapid response and reliable solutions.
• Assessed the customer’s incidents/requests in coordination with partners (log file analysis).
• Utilized VMware Workstation with Exchange 2003 / Domino server 6.5 in Lab environment to reproduce customer’s problems.
• Coordinate actions between the partners (at customer site) and the Product Specialist Engineers in charge of implementing Hotfixes from the development department.
• Reached KPI’s regarding incidents & requests lifecycle.
Under Sykes Payroll
Duration : 9 Months
Period : 05/2007 to 02/2008
Technical Support Analyst, Ireland
Involve in pre-paid software technical support for Dell and non-Dell computer owners.
It consists about charging customers for any software related assistance (virus, internet connexion, new software/hardware installation).
The platform has been relocated to Tunisia for French speaking staff from 09/2008.
- Received high score in known customer satisfaction survey.
- Successfully promoted to Product Specialist after 6 months.
Permanent term.
Duration : 21 Months
Period : 09/2005 to 05/2007
Technical Support Analyst, France
Accomplished 2nd level support for Orange customers (phone troubleshooting, phone settings, network problems diagnosis)
- Received high score in known customer satisfaction survey.
- Overtake Kpi’s defined for the team after 5 months in the position.
Interim mission
Duration : 11 Months
Period : 11/2004 to 06/2005
Technical Support Analyst, France
Accomplished 2nd level support for Wanadoo (French ISP) customers (Internet connexion troubleshooting, router installation, network problem diagnosis)
- Received high score in known customer satisfaction survey.
- Overtake Kpi’s defined for the team after 3 months in the job.
Interim mission
Duration : 6 Months
Period : 09/2003 to 02/2004
Technical Support Analyst, France
Accomplished 2nd level support for Packard Bell customers. It consists of Hardware incident analysis for intervention under warranty.
- Received high score in known customer satisfaction survey.
- Reached KPI’s about the amount of call to deal with per working day (between 45 and 60 calls).
Permanent term.
Duration : 2 years and 8 months
Period : 07/2001 to 02/2004
Swing Manager, France
Start working as crew member while studying at college level for 15 hours per week.
Reached swing manager level after 18-month presence Coordinate & supervised new crew members to follow the strictest rules of the fast food. Motivated team to accomplished sales record at drive-in (110 cars per hour).
Skills
- Service Management
- Governance & Controls
- Service level Management
- End to end
- KPis
- Tableau Software
- Focus point for new service definition & escalations
- Vendor Management
- Statement of Work (SOW)
- Foster satisfaction & cost efficiency
- Opportunity for improvement
- Automation
- Incident Management
- Major Incident Management
- War Room
- Troubleshooting guides
- Communication
- Known Error DataBase
- Problem Management
- Root Cause Analysis methodologies
- A3 Thinking, 5Whys, Ishikawa
- Action Plan
- Root Cause Analysis methodologies
- Change Management
- Impact analysis
- CAB
- Staging
- Implementation
- Asset Management
- CMDB
- Inventories
- Lifecycle
- Consistency
- Request Fulfilment
- Service Catalog
- Workflows
- Service Level Target
Certifications
- ITIL®4 foundation in April 2019
- PRINCE2 Foundation in June 2016
- ITIL® Intermediate certificate in IT Continual Service Improvement (CSI) in May 2015
- ITIL® V2 Practitioner Support & Restore (IPSR) in January 2010
- ITIL® V3 foundation EXIN in April 2009
- EMC² Technology Foundation (ETF) in May 2008
Education
April 2008
EMC bootcamp Clariion IAS, EMC Corporation, Milford MA, USA
EMC bootcamp Clariion IAS,
EMC Technology Foundations and various storage array implementations program.
Grade : Associate
April 2003
Vocational High School Diploma, Lycée Louis de Cormontaigne, Metz, France
Electronic and Computer Sciences – Vocational High School Diploma Baccalauréat professionnel en micro-informatique et réseaux, installation et maintenance
(Bac Pro MRIM)
Grade : AB