25

years in IT service delivery

85

people across four teams

4

processes on one ITSM platform

940

TOEIC score out of 990, September 2026

A career built from the front line upward.

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 in several teams, with delivery hubs in France, India, Malaysia and Colombia. I led the group tender that selected our ITSM platform, 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.

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.

Oct 2025 – present

Director — IT Service Management

Bureau Veritas Group · Paris, global scope

• Mandate: establish and operationalise a world-class service desk function across the group’s global shared service centres.
• Opened two new service desk hubs, Kuala Lumpur (October 2025, 23 people) and Bogotá (April 2026, 6 people), extending follow-the-sun coverage.
• Driving the verticalisation of IT support functions across the group, the lever for standardisation and operational efficiency.
• Designing and implementing a cohesive ITIL-based service management framework aligned with the group’s new IT operating structure, and establishing the SIAM model integrating multiple suppliers into end-to-end delivery.
• Assessing service maturity across the group, driving the convergence roadmap, and acting as primary liaison between IT, business units and external vendors.

Jul 2023 – Oct 2025

Global Service Management Lead

Bureau Veritas Group · France (Nantes, La Défense) and India (Noida)

• Sponsored and led the development of a GenAI support assistant, launched in September 2025: multilingual, instant assistance with no queue.
• Grounded the assistant in a curated knowledge base of 1 000 current articles inside the group’s ITSM platform, after accelerating content creation and putting article lifecycle management in place.
• Led four teams: Command Center (critical infrastructure and service supervision), Operations (incident, change, problem, configuration, release), Projects & Tools (user portal, CMDB, automation) and Quality & Processes (ITIL definition and governance).
• Owned user-support performance end to end and managed supplier contracts within the SIAM scope.
• People management: recruitment, individual objectives, work organisation, performance evaluation, and a training plan validated by the CIO.

Apr 2021 – Jul 2023

Global Service Integration & Management (SIAM) Lead — Processes & Tools Transformation

Bureau Veritas Group · owner of the group ITSM platform programme

• Delivered the group’s new ITSM platform, live in February 2022 on request and incident management together with the user portal.
• Ran a product operating model with the ITIL process owners and the ITSM product owner: six releases a year of continuous improvement, service catalogue enriched at each cycle.
• Extended the platform to change and problem management in 2023, bringing the four core ITIL processes onto a single tool.
• Defined the support-chain processes on ITIL, integrated supplier relationships within the managed-services scope, and supervised scope transformation projects.

Jul 2019 – Mar 2021

Global IT Service Quality Manager

Bureau Veritas Group · India shared service centre, ~150 resources

• Led the group tender that selected the new ITSM platform, from requirements definition through vendor evaluation to award.
• Rolled out ITIL processes and tools across regions, expanding scope every year; opened helpdesks in Abidjan and Johannesburg (9 FTE) and optimised the European helpdesk across 5 sub-regions.
• Built KPIs in Tableau Software, measured phone contact metrics with Cisco UCCX Reporting, and developed SLT indicators for the regional IS/IT division.
• Chaired the monthly governance call reporting to the Group CIO, CISO and IT/IS VPs; established crisis and major incident rules; restarted the Command Center initiative.

Aug 2018 – Jun 2019

IT Service Quality Manager — Europe & Africa

Bureau Veritas Group

• Scope extended from Europe to Africa: aligned both regions on one KPI/SLA reporting cadence, with monthly service-quality dashboards tracked by the Group CIO’s office.

Jan 2017 – Jul 2018

IT Service Quality Manager — Europe

Bureau Veritas Group

• Defined the regional KPI set (SLA compliance, ticket quality, backlog) and ran the monthly governance cycle (incident, problem, change reviews) across the region’s country teams.

Sep 2014 – Dec 2016

Head of Quality & Projects

Crédit Agricole CIB, Singapore · consultancy with Maltem

• Owned quality and continual improvement for a captive centre of ~160 resources, reporting to the Site Manager; managed an Incident Manager and a Quality Manager.
• Major incident management: created a War Room to collaborate more efficiently and cut MTTR.
• Knowledge management: co-built a sustainable framework keeping staff skilled; drove automation and left-shifting for service and cost optimisation.
• Risk and compliance: created the control plan for the regional Infrastructure & Production Support department; built the CMDB for impact assessment and asset lifecycle; contributed to the ServiceNow migration.

Apr 2014 – Dec 2014

IT Project Manager — Regional Service Desk build

BNP Paribas CIB, Singapore · consultancy with Maltem

• Built a single point of contact serving ~4 000 internal users across Singapore and Hong Kong from scratch: business case, in-sourcing model, €320K budget and a 7-FTE team, including recruitment of 6 first-level agents and coaching of the new internal manager.
• Defined the service framework: SLAs and Operational Level Agreements setting escalation paths, KPIs measuring quality of work delivered, and a service catalogue with validation workflow.
• Standardised operations: SOPs covering call scripts, live ticket logging and communication blasts; drafted the Statements of Work for contracted resources.
• Deployed the toolchain: full Cisco UCCX IVR with phone contact metrics, and a centralised knowledge base on SharePoint and ServiceNow.

Jul 2010 – Dec 2013

ICT Support Specialist

European Parliament, Luxembourg · consultancy with Aubay

• Owned technical support for the institution’s translation-request platform and led its handover from development to production, including a training course to build colleagues’ competence.
• Designed and tested service desk SLAs in CA Service Desk; built a service catalogue with validation workflow and delivered remote end-user training.
• Raised requests for change improving communication with end users; power user of Atlassian Jira and Confluence.
• Mentored two one-week missions introducing a new Team Leader; supported parliamentary sessions in Strasbourg every quarter.

Jan 2010 – Jun 2010

Project Manager Assistant

European Parliament, Luxembourg · consultancy with Aubay

• Part of the handover team between Sogeti and the Aubay consortium taking over the Service Desk contract; ensured knowledge transfer between the outgoing and incoming Principal Team Leaders.
• Built the software inventory from scratch, audited existing procedures, pioneered the knowledge base project, ran competence workshops with the agents and rebuilt the monthly technical committee booklet.

Feb 2009 – Dec 2009

Service Desk Consultant

European Court of Auditors, Luxembourg · consultancy with Aubay

• Single point of contact for end users, resolving software issues remotely; handled 30–40% of incoming requests within a team of five, with a high bar on ticket quality.

Strategy & transformation

• ITSM platform strategy: tender, selection, group rollout
• SIAM model and multi-supplier service integration
• GenAI-assisted support and knowledge-driven self-service
• Service maturity assessment and convergence roadmap
• Verticalisation of IT support, standardisation, automation

Governance & performance

• End-to-end service level management: SLA, OLA, SLT, KPI
• Performance reporting in Tableau Software and Cisco UCCX
• Vendor management, tender processes, Statements of Work
• Risk and compliance control plans, major incident rules
• Focal point for new service definition and escalations

Service operations & product

• Incident and major incident: command centre, war room, MTTR
• Problem: root cause analysis, A3 thinking, 5 Whys, Ishikawa
• Change, configuration and release: impact analysis, CAB
• Request fulfilment, service catalogue, knowledge management
• OpenText SMAX, ServiceNow, CA Service Desk, Jira, Confluence

• TOEIC Listening & Reading — ETS digital score report — 940 / 990, september 2026
• ITIL® 4 Foundation, april 2019
• PRINCE2® Foundation, june 2016
• ITIL® Intermediate — Continual Service Improvement, may 2015

• ITIL® V2 Practitioner IPSR, january 2010
• ITIL® V3 Foundation — EXIN, april 2009
• EMC² Technology Foundation (ETF), may 2008
• EMC Bootcamp Clariion IAS
  EMC Corporation, Milford MA, USA · 2008
• Vocational Baccalaureate in Microcomputing & Networks
  Lycée Louis de Cormontaigne, Metz · 1998 – 2003