Global Service Manager (Consultant)

Crédit Agricole Corporate and Investment Bank (CA-CIB)

2025-02 -

Responsible for end‑to‑end service delivery of a mission‑critical mobile application used by traders, ensuring 24/7 availability, performance, security and regulatory compliance (AMF, GDPR). Managed incident, problem, change and release processes following ITIL best practices, led root‑cause analyses and implemented corrective actions. Oversaw SLAs, KPIs and vendor contracts, negotiating service agreements and driving cost optimisation. Defined automation solutions for monitoring, deployment and incident resolution, and contributed to technical architecture for scalability and security. Produced runbooks, SOPs and knowledge‑base documentation and conducted training for support teams.

Entrepreneurial Project / Career Break

2023-10 - 2025-01

Took a planned break after ten years of high‑responsibility roles to consolidate personal entrepreneurial projects. Designed and built LearnWise.fr, a SaaS learning‑methodology platform, handling functional scoping, architecture decisions, development management and production readiness. Developed product and data skills, focusing on user‑centric design and end‑to‑end delivery.