À propos de Mohamed
ITIL 4 Service Delivery Manager | ITSM Process Owner | Cloud & AI Transformation
Are you looking for a reliable partner to optimize your IT operations, drive service excellence, and accelerate your cloud and AI transformation? With over 10 years of experience in IT Service Management (ITSM), I help organizations in banking, automotive, energy, and distribution sectors achieve operational efficiency and continuous improvement.
How I can help you:
Design, implement, and improve ITSM processes (incident, crisis, problem, and change management)
Lead cross-functional teams to resolve critical incidents and ensure service stability
Deploy and customize Atlassian Suite (JIRA, Confluence), ServiceNow, and PowerBI dashboards for real-time governance
Build and integrate copilots/chatbots with Microsoft Copilot Studio and Azure OpenAI
Deliver clear documentation and governance models on Confluence and SharePoint
What sets me apart:
Proven track record managing complex IT infrastructures and major incidents
Expertise in both technical tools and process optimization
Ability to bridge business needs and IT solutions, ensuring compliance and value delivery
Strong communication and leadership skills in multicultural environments
Typical projects I manage:
ITSM process audits and redesigns
Cloud-first and AI-first strategy implementation
Major incident and crisis management
Change management and CAB leadership
Custom dashboard and reporting solutions
Let’s discuss how I can help you achieve your IT and business goals!
Anglais
Bilingue ou natif
En télétravail uniquement
Travaille majoritairement à distance
Expériences
- REXELSenior ITSM Consultant - SDMENERGIEjuillet 2021 - Aujourd'hui (4 ans et 11 mois)Paris, FranceKey Responsibilities & Deliverables:
- Ensured end-to-end monitoring of IT production in response to cross-functional requests, including service requests, incidents, changes, and problems.
- Acted as the guarantor of ITIL process compliance and ITSM industrialization across the organization.
- Oversaw the implementation and continuous improvement of ITSM processes to align with best practices.
- Coordinated and managed incident, change, and problem management activities to ensure service continuity and operational excellence.
- Utilized tools such as JIRA and Confluence for process tracking, documentation, and reporting.
- Produced and maintained comprehensive process documentation and governance models.
- Supported the deployment and adoption of automation solutions, including copilots and chatbots with Microsoft Copilot Studio, to enhance operational efficiency.
- Delivered regular performance reports and dashboards to support transparency and decision-making.
- Société GénéraleChange ManagerBANQUE & ASSURANCESfévrier 2021 - juillet 2021 (5 mois)Paris, FranceKey Responsibilities & Deliverables – Société Générale (GTS, IT Operations Department, CMF Control Tower):
- Ensured real-time monitoring and oversight of IT production for all cross-functional changes identified as significant or major risk (100–150 changes per week).
- Acted as the guarantor of ITIL process compliance for change management within the organization.
- Led a multicultural team (13 members, Paris–Bangalore) dedicated to the control tower for change management.
- Conducted impact analysis, risk assessment, and planning for major production changes.
- Facilitated and chaired Change Advisory Board (CAB) meetings to validate and coordinate high-risk changes.
- Produced and disseminated detailed reports on change activities, outcomes, and process improvements.
- Supported the continuous improvement and industrialization of ITSM processes to align with best practices and organizational goals.
- Utilized tools such as ServiceNow and Sharepoint for tracking, documentation, and reporting of change management activities.
- TotalEnergiesService Delivery ManagerENERGIEdécembre 2019 - décembre 2020 (1 an)Paris, FranceKey Responsibilities & Deliverables – TotalEnergies (IS Operations Department, Governance):
- Ensured continuous monitoring of IT production and operational activities across the organization.
- Managed major incidents, cross-functional changes, and problem management processes to maintain service continuity and minimize business impact.
- Acted as the guarantor of ITSM process compliance and drove the industrialization of ITSM best practices within the IT department.
- Produced and maintained comprehensive process documentation, governance models, and post-incident reports.
- Coordinated with a cross-functional team (5 members) to deliver effective incident resolution, change management, and problem-solving.
- Supported the implementation and improvement of ITSM tools and dashboards (e.g., JIRA, Confluence) for tracking, documentation, and reporting.
- Delivered regular performance and governance reports to support transparency and informed decision-making.
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Formations
- Master 2 (M2), Sciences du Management - Innovation et Management des TechnologiesUniversité Paris 1 Panthéon-Sorbonne2010Master 2 (M2), Sciences du Management - Innovation et Management des Technologies
- Master of Science in ManagementUniversité Paris 1 Panthéon-Sorbonne2009Master 1 (M1), Sciences du management
Certifications
- itil v4FCT solutions2020