Sébastien Ledieu Email & Phone Number

Villeneuve-D'Ascq, Fr

Ronchin, Hauts-De-France, France

Project manager: ServiveNow deploymentProcess Owner Incident / Request / Event Management

Roubaix, Hauts-De-France, France

Context: OVHcloud (European leader in web hosting) has chosen to adopt the ServiceNow ITSM platform in 2019. I joined the adventure in June 2020 to reinforce the project, define the Processes with all stakeholders and take charge of the deployment part of the tool for the Data Office Unit. The objective is to standardize and homogenize ITSM practices within the IT department. (3200 users supported) The challenges are : - Streamline the work between the different support teams in order to improve resolution time and customer satisfaction. It is also about bringing a notion of transparency and performance (implementation of KPI / metrics). - Create a service catalog to clarify / structure the proposed offer. - Process definition - construction with all the teams (6 Units, 31 international squads, 350 people involved). - Incident Management, Service Request Fulfilment, Knowledge Management - Implementation of processes in ServiceNow. - Interface between users and technical teams (from the definition of processes to their deployment their deployment (Kick-off, onboarding, training, hand ons, etc ...)) - Work in a multidisciplinary team (process owners, process managers, Project Manager, platform owner + integrator team) Results : All the deployed units use the same ITIL Best Practice and a single tool: ServiceNow. More efficient run management, a culture of measurement and efficiency (metrics / KPI). #Breaking the Silo.

Dunkerque, Hauts-De-France, France

Process Manager:Conduct process auditsContribute to the continuous improvement of processes (in accordance with ITIL) Develop / Define Change ProcessesParticipate in the implementation of these processes in Service Now. Change Management (IT domain):Assess business risks and ensure proper planning of changes Ensure proper communication during the execution of changesPrepare and lead weekly CAB Meetings / Participate in cross-functional CABs Implement the use of Standard changesFollow up on changesTools used: ServiceNow / Sharepoint / Teams. Problem Management :Coordinate the different technical teams in the resolution of problems in order to set up an action plan for a sustainable solution)Follow up on operational problems (IT perimeter)Ensure communication with business and IT contactsParticipate in the continuous improvement of the problem process to improve its efficiency.

Dunkerque, Hauts-De-France, France

Management of a team of 17 people including a progressive transfer of activities to BelgiumTeam planning and task management (Commercial and EDI domain)Preparation, implementation and support of the transfer of applications to e-business Capitalization of the documentationResponsibility for the application of the methodology, the implementation of best practicesAnalysis and reporting (performance indicators)Responsibility for the escalation of informationResponsibility for the ticket management tool (ITSM Orbit)Incident managementImplementation and monitoring of continuous service improvementFollow-up of the evolution of the staff's skills in SAP / Service Now.

Judicial Police OfficerC-NTECH specialist (new technologies / computers / telephony) Management, training and supervision of personnelAbility to manage and federate a team in times of change Crisis managementOptimization of the use of resources, management of meansAnalysis of data in order to provide an optimized responseDefinition of objectives, maintenance of progress with intermediate levels In permanent contact with elected officials, magistrates and local authoritiesReception, consideration and orientation of the public.