IT Service Delivery Manager & IT Project Manager

IT Service Delivery Manager - Safran Seats Applications (Hybrid and Agile delivery environments)

• Directed end-to-end IT Service Delivery for a portfolio of 12 business-critical enterprise applications supporting 3,000+ users across international operations.
• Managed a multi-vendor ecosystem involving 11 strategic partners supporting enterprise IT services ensuring service quality, SLA compliance and delivery excellence.
• Delivered Executive Quarterly Business Reviews to Business Directors and the Head of IT, providing strategic service performance insights, SLA reporting and continuous improvement recommendations.
• Governed ServiceNow ITSM processes including Incident, Change, Request and CMDB management.
• Directed Major Incident Management for business-critical services, coordinating technical experts and executive stakeholders to minimize business disruption.
• Led CAB meetings, service governance and Hypercare activities for strategic deployments.
• Environment: ServiceNow | ITIL | Jira | Power BI| CMDB | ITSM | Enterprise Applications
• IT Project Manager | Enterprise Web Applications
• Led the deployment of three strategic enterprise web applications, ensuring successful delivery aligned with business objectives:
• Led the deployment of the Windchill (PLM) solution, managing a project budget exceeding €5M and coordinating cross-functional teams to ensure successful delivery, governance and business adoption.
• Managed the subsequent international AWS rehosting program for the Windchill (PLM) application, ensuring seamless migration, risk mitigation and business continuity.
• Led the deployment of the IBM Jazz solution, managing a €200K project budget while coordinating business stakeholders, technical teams and the system integrator.
• Led the deployment of the Aras (CMS) solution, managing a €100K project budget and ensuring successful delivery, testing and production readiness.
• Managed project budgets, monitoring financial performance and ensuring cost control throughout the project Life cycle.
• Identified, assessed and mitigated project risks, proactively implementing mitigation plans to ensure successful project delivery.
• Coordinated cross-functional teams, including business stakeholders, technical teams and external vendors, ensuring effective collaboration and project execution.
• Presented projects to the Technology Architecture Steering Committee (TASC) to obtain Group IT approval.
• Presented project status, risks and key milestones during Business Approval Board (PAB) meetings with business sponsors and executive stakeholders.
• Monitored vendor deliverables and coordinated corrective actions with the system integrator to ensure delivery quality.
• Oversaw technical and business acceptance testing, ensuring production readiness and successful solution deployment.
• Facilitated governance meetings, project workshops and cross-functional coordination sessions throughout the delivery Life cycle.
• Chaired Steering Committee (SteerCo) meetings, providing executive reporting on project progress, risks, budget status and key decisions.
• Validated Minimum Security Rules (MSRs) to ensure compliance with corporate security standards and governance requirements.
• Environment: AWS| Enterprise Applications
• IT Project Manager - Jira solution (Atlassian solution):
• Led the deployment and enterprise adoption of the Atlassian Jira platform, aligning the solution with Agile delivery processes and business objectives.
• Directed Jira implementation and sprint governance, overseeing platform configuration, workflow customization and alignment with business requirements.
• Led organizational change management initiatives, driving user adoption, stakeholder engagement and a smooth transition to new ways of working.
• Designed and delivered end-user training sessions, promoting Jira best practices and maximizing platform adoption and operational efficiency.
• Environment: Agile | Jira | Confluence

IT Service Delivery Manager

• Managed IT Service Delivery across 4 business departments serving over 5,000 business users.
• Managed Incident, Service Request and Major Incident processes, ensuring SLA compliance and timely service restoration.
• Directed Major Incident Management and executive communications for business-critical services.
• Monitored service performance through KPI dashboards and drove Continuous Service Improvement (CSI) initiatives.
• Participated in Change Advisory Boards (CAB), assessing risks and ensuring effective change governance.
• Strengthened IT service governance by standardizing communication processes and service reporting.
• Collaborated closely with Business stakeholders, the Head of IT and technical teams to improve service quality and customer satisfaction.
• Environment: ServiceNow | ITIL | Power BI | ITSM | Enterprise Applications

IT Service Delivery Manager

• Led end-to-end Service Delivery for two business-critical enterprise applications supporting global operations (Worldwide).
• Managed the complete application lifecycle, including Business Change Requests (BCRs), release planning, deployments and production go-lives.
• Collaborated with global cross-functional teams across Business, Development, Infrastructure and Operations to ensure high-quality IT service delivery.
• Governed the operational performance of an external service provider, ensuring SLA achievement, service quality and continuous service improvement.
• Managed Transition-to-Operations activities, leading knowledge transfer, shadow and reverse shadow phases to ensure seamless operational handover.
• Directed Hypercare activities following major releases, ensuring rapid stabilization and issue resolution.
• Monitored KPIs and SLA performance, driving Continuous Service Improvement (CSI) initiatives.
• Managed relationships with business stakeholders and third-party vendors while overseeing external budget tracking.
• Environment: ServiceNow | ITIL | ITSM | Enterprise Applications
• Service Transition Manager (Customer Manager)
• Led end-to-end Service Transition activities for strategic application deployments across the EMEA region.
• Acted as the primary interface between Business stakeholders, deployment teams and support organizations throughout the transition lifecycle.
• Coordinated production go-lives, ensuring operational readiness and successful service acceptance.
• Directed Hypercare activities following deployments, ensuring rapid stabilization of production services.
• Managed Major Incident communications, providing business updates during critical production issues.
• Organized transition governance, including kick-off meetings, transition workshops and readiness reviews.
• Coordinated shadow and reverse shadow phases to ensure successful transfer of operational ownership.
• Delivered training sessions to key users and support teams, improving adoption and operational readiness.
• Drove continuous improvement of transition processes to reduce operational risks during deployments.
• Environment: ServiceNow | ITIL | ITSM | Enterprise Applications

Agile Delivery Manager

• Led Agile delivery for enterprise applications, ensuring successful releases, quality deliverables and business alignment.
• Managed two external delivery teams comprising 10 consultants, coordinating planning, priorities and execution to ensure on-time delivery.
• Acted as Product Owner, defining and prioritizing the product backlog, writing user stories and acceptance criteria in collaboration with business stakeholders.
• Facilitated Agile ceremonies including Sprint Planning, Daily Stand-ups, Backlog Refinement and Sprint Reviews.
• Defined the testing strategy and coordinated end-to-end test execution, defect management and release readiness.
• Led functional workshops with business stakeholders to gather requirements and optimize business processes.
• Managed risks, dependencies and delivery planning across cross-functional teams.
• Ensured smooth production deployments and successful transition to operation.

Functional Consultant - Amadeus Solutions

• Presented new software functionalities and product enhancements to airline customers, ensuring alignment with operational and business needs.
• Facilitated requirements gathering workshops with airline clients, translating business needs into functional solutions.
• Produced detailed functional specifications, user requirements and acceptance criteria for development teams.
• Collaborated with multiple Amadeus product and technical teams to ensure end-to-end functional integration and compatibility across enterprise solutions.
• Coordinated functional validation activities with QA teams, ensuring delivered functionalities met business expectations and customer requirements.
• Defined, reviewed and validated end-to-end test scenarios to ensure solution quality and production readiness.
• Provided functional expertise and second-level application support, ensuring timely issue resolution and continuous service improvement.