CV du
consultant

BDD

ACCESS BI CMDB Data

Connaissances fonctionnelles

Delivery audit Build Business Change communication COMPLIANCE dashboard GDPR Incidents kpi Leadership MEP Microsoft Performance PKI PROCEDURES Production REPORTING RGPD Risk RUN sla SSO Transition workflows

Langages

PROGRESS Sailpoint

Méthodes

ITSM AGILE DEVOPS integration ITIL Management Planning RCA supervision Support Ticketing

Outils

iam ServiceNow BCP Keycloak Teams

Réseaux et Middleware

Monitoring Security

Systèmes

AD INFRASTRUCTURE XP

RNA
Senior SDM – IAM, User Access & IT Operations Management



Profil
PROF00008283

Experienced Service Delivery Manager (SDM) for 21 years specializing in Identity & Access Management (IAM) with strong expertise in SailPoint , and bastion solutions. Proven track record in managing global IAM services, driving operational excellence, and ensuring security and compliance in highly regulated environments. Skilled in incident, problem, and change management with strong stakeholder communication and governance experience.


Key Achievements • IAM Incident & Problem Management: Reduced critical IAM incidents (P1/P2) by 40% through proactive Problem Management, RCA analysis, and preventive measures across SailPoint, ForgeRock, and Bastion environments.

• SLA & KPI Compliance: Achieved 99% SLA adherence for IAM ticket resolution and service requests, ensuring optimal RUN performance and stakeholder satisfaction.

• Provisioning Accuracy & Security: Improved SailPoint IIQ user provisioning accuracy to 98%, implementing automated workflows, access certifications, and compliance checks (PKI, RGPD, NIS2).

• Change & Release Management: Successfully managed 100+ IAM changes and deployments, ensuring Go/No-Go approvals, proper rollback procedures, and zero production incidents.

• Build-to-Run Transition Leadership: Delivered seamless transfer of IAM services from Build to Run, validating documentation, procedures, and operational readiness for GAIA, SSO, and
• authentication services.

• Operational Excellence: Implemented dashboards and reporting for SLA, incident trends, and KPIs.


Core competencies
• IAM / IGA Expertise (SailPoint IIQ): Extensive experience in managing user lifecycle, access provisioning, and certification campaigns, ensuring secure and compliant access across global IT environments.

• Access Management & Authentication: Proficient in SSO and federation solutions (ForgeRock, Keycloak, Entra ID), enabling seamless and secure authentication while reducing login-related incidents.

• Security & Compliance: Strong understanding of PKI, bastion, certificate management, GDPR, and NIS2 regulations; ensures IAM services meet audit and regulatory requirements. IT Service Management (ITSM): Expertise in Incident, Problem, and Change management using ITIL practices; ensures SLA compliance, timely resolution of P1/P2 incidents, and structured problem handling.

• SLA & KPI Management: Defines, monitors, and reports on SLA adherence and key performance indicators for IAM services, driving operational excellence and customer satisfaction.

• Build-to-Run Transition Management: Skilled in transferring IAM solutions from build to operations, validating deliverables, maintaining operational readiness, and ensuring smooth production adoption.

• Operational Governance & Reporting: Creates dashboards, monitors trends, and provides actionable insights to stakeholders, ensuring informed decisionmaking and continuous service improvement.

• Continuous Improvement & Process Optimization: Implements process improvements, automates workflows, and reduces incident recurrence, enhancing operational efficiency and end-user satisfaction.

• Stakeholder Communication & Collaboration: Strong communication skills for coordinating with Security, IT, Business, and regional teams, ensuring alignment and service quality.
• CMDB & Asset Management Integration: Ensures accurate configuration and asset data supporting IAM, improving traceability, compliance, and decisionmaking.

• Agile & Project Collaboration: Familiarity with agile practices to support iterative improvements, cross-functional collaboration, and timely delivery of IAM enhancements.




 


Professional Experiences



De mai 2025 à juillet 2025
Service Delivery ITSM ,CMDB ,IT Asset Management
Arval France

• Incident & Problem Management: Managed P1/P2 incidents and problem tickets in SailPoint, ForgeRock, PKI, and Bastion environments, ensuring timely resolution and prevention of recurrence.
• Service Monitoring & RUN Operations: Supervised RUN activities, monitored SLA compliance, KPIs, and OKRs for IAM services; coordinated escalations and provided proactive reporting to stakeholders.
• Change & Release Management: Planned and coordinated IAM production changes, including Go/No-Go approvals, rollback planning, and post-implementation reporting.
• Build-to-Run Transitions: Led transitions of IAM solutions from Build to Run, validating deliverables, procedures, supervision plans, and operational readiness.
• ITSM & Governance: Maintained CMDB records, updated knowledge bases, and ensured compliance with ITIL-based Incident, Problem, and Change processes.
• Stakeholder Engagement: Conducted workshops with Security, IT, and Business teams to align IAM services with operational and regulatory requirements.
• Continuous Improvement: Implemented process enhancements reducing IAM ticket resolution time by 30% and improving SLA adherence to 99%.
• Compliance & Security: Ensured GDPR, NIS2, PKI, and internal security compliance through governance, reporting, and audits.
• Agile Collaboration: Participated in agile ceremonies to support iterative improvements and ensure alignment with business priorities.

Key Achievements:
• Reduced critical IAM incidents by 40% through proactive Problem
• Management and RCA analysis.
• Improved SailPoint provisioning accuracy to 98%, ensuring secure and compliant access.
• Successfully managed 100+ IAM changes and deployments with zero production impact.
• Introduced dashboards and reports for SLA, KPIs, and trends, improving decision-making and stakeholder visibility.
• Achieved 100% audit compliance for IAM RUN operations and governance processes.
• Conducted cross-functional workshops to improve service delivery efficiency and collaboration.



De mai 2024 à mai 2025
ITSM Delivery Trainer
Knowledge Management France

ITSM Training & Knowledge Development
• Delivered 100+ Training Sessions – Conducted structured training on ITIL frameworks, incident/problem/change management, and ServiceNow usage for IT support teams in automotive factories and corporate IT environments.
• Reduced SLA Breaches by 30% – Trained Level 1 & 2 support teams on proactive incident response & problem management techniques, improving first-call resolution rates and reducing downtime in production IT systems.
• Onboarded 200+ IT Professionals – Designed and led ITSM onboarding programs for new hires, ensuring seamless integration into IT operations and alignment with industry-specific best practices.
• Developed an ITSM Knowledge Base – Created standardized SOPs, troubleshooting guides, and ITSM process documentation, reducing recurring incidents and improving IT support efficiency.

ServiceNow & ITSM Tools Training
• Trained 500+ IT Staff – Provided hands-on training on ServiceNow for ticketing, SLA tracking, and reporting, improving service desk efficiency and visibility.
• Implemented Real-Time Dashboards – Educated IT teams on using ServiceNow & Power BI dashboards for incident trend analysis, problem detection, and SLA adherence tracking.
• Improved Change Management Efficiency by 40% – Delivered structured change & release management training, reducing deployment failures in factory IT systems and enterprise applications.
• Continuous Improvement & Process Optimization Reduced Incident Resolution Time by 25% – Developed and trained teams on incident categorization & prioritization frameworks, ensuring critical factory IT issues were addressed with urgency.
• Implemented ITIL Best Practices Across 10+ Automotive Sites – Standardized ITSM processes across multiple locations, ensuring consistency in ticket handling, problem management, and service requests.
• Boosted ITSM Maturity Level – Assessed ITSM capabilities, identified skill gaps, and implemented targeted training programs to improve ITIL adoption and service efficiency.




De juin 2023 à mai 2024
Senior Service Delivery Manager
Infosys Technologies France
• IAM Support & Incident Management: Acted as single point of contact for all IAM-related incidents (authentication, provisioning, bastion, certificates, AD access). Ensured P1/P2 incidents were resolved within SLA and conducted proactive communication with stakeholders regarding status, impact, and resolution timelines.
• RUN Operations & KPI Monitoring: Implemented and monitored KPIs/OKRs for IAM services, SLA compliance, ticket trends, and user access provisioning. Coordinated escalations with internal and external teams to ensure service availability, security, and performance.
• User Access & AD Management: Managed user lifecycle including onboarding, role changes, and offboarding via SailPoint and AD. Ensured accurate entitlements, access reviews, and compliance with security policies.
• Change & Release Management: Planned, reviewed, and coordinated IAM changes and deployments, including Go/No-Go approvals, rollback procedures, and post-implementation reporting.
• Build-to-Run Transitions: Led transfer of IAM solutions from Build to Run, validating documentation, procedures, and operational readiness, ensuring maintainability and supportability.
• Process & Governance: Maintained ITSM processes for Incident, Problem, Change, and Request Management. Updated CMDB and knowledge base, ensuring documentation is clear, accessible, and audit-ready.
• Continuous Improvement: Identified trends in incidents and problems, driving process optimizations and implementing corrective/preventive actions. Participated in cross-functional workshops to enhance service quality.
• Compliance & Security: Ensured adherence to PKI, RGPD, NIS2, bastion, and internal security standards. Supported audits, controls, and reporting related to IAM and access management.
• Agile Collaboration: Coordinated with agile teams to align service delivery with evolving business requirements and process improvements.

Key Achievements:
• Reduced critical IAM incidents by 35–40% through proactive Problem Management and automated workflows in SailPoint.
• Achieved 99% SLA compliance for IAM and user access requests across global operations.
• Successfully managed 150+ IAM production changes and deployments with zero service downtime.
• Implemented a dashboard for SLA, KPI, and ticket trend reporting, improving visibility and decision-making for stakeholders.
• Streamlined user provisioning and deprovisioning in AD and SailPoint, reducing turnaround time by 30%.
• Conducted global workshops for Build-to-Run transitions and knowledge transfer, improving operational efficiency.
• Ensured 100% audit compliance for IAM operations, AD access, and authentication processes.



D'octobre 2022 à mai 2023
Senior ITSM Consultant
Sogeti France

• Acted as the single point of contact for all IAM-related incidents and service requests.
• Managed P1–P3 incidents in IAM, including SailPoint, ForgeRock, AD, SSO, and authentication services.
• Incident & Problem Management: Managed P1–P3 incidents across IT
• Infrastructure and IAM services, ensuring timely resolution and rootcause analysis. Implemented Problem Management to reduce recurring incidents.
• Monitored and reported SLA adherence, resolution times, ticket trends, and availability for IAM services.
• Implemented dashboards and OKRs to track performance of IAM service delivery.
• Led transfer of IAM activities from Build to Run, validating completeness of documentation, runbooks, procedures, and supervision setups.
• Defined and maintained operational processes to ensure quality of IAM RUN services.
• IAM & Authentication Support: Supported IAM-related requests and incidents, including user access provisioning, AD, SSO, and authentication workflows.
• Change & Release Management: Coordinated changes in ServiceNow, reviewed MEP documentation, validated Go/No-Go approvals, and ensured adherence to ITIL processes.
• ServiceNow & CMDB: Implemented and maintained CMDB for critical IT services, integrated asset management data, and ensured accurate relationships between CIs and services.
• KPI & SLA Tracking: Defined, monitored, and reported SLAs and KPIs for Incidents, Changes, and Service Requests. Created dashboards for leadership and SteerCo reporting.
• Run Operations Support: Coordinated daily operations, tracked Incident backlogs, and ensured alignment with operational procedures. Assisted in DevOps and BCP activities for high-availability services.
• Workshops & Gap Analysis: Conducted workshops with business and technical teams to assess process gaps, optimize ITSM workflows, and drive process improvement initiatives.
• Continuous Improvement: Suggested improvements in incident handling, change processes, and service delivery metrics to improve efficiency, reduce downtime, and enhance service quality.

Key Achievements:
• Reduced recurring incidents by 30% through proactive Problem Management and root cause analysis.
• Successfully transitioned 3 major IAM projects from Build to Run, ensuring no critical post-production issues.
• Enhanced IAM user access processes, reducing provisioning delays by 25% while maintaining compliance standards.
• Implemented ServiceNow CMDB and Asset Management for critical IT services, improving configuration visibility and audit compliance.
• Achieved 95% SLA compliance across managed services for incident and change processes.
• Conducted gap assessment workshops across multiple regions, leading to standardized ITSM processes.
• Supported global IAM operations, ensuring user access requests and incident resolution within agreed SLA.
• Enabled real-time reporting dashboards for Incident, Problem, Change, and Service Request metrics for leadership visibility.




De juin 2016 à septembre 2022
Delievery Lead
HCL Technolgies ( India, France) France

Service Delivery & RUN Management:
• Acted as the primary point of contact for all IAM-related service requests, incidents, and changes (SailPoint, ForgeRock, AD, SSO, Bastion, Certificates).
• Ensured availability, security, and performance of IAM services, coordinating with Build, Security, and Business teams.
• Managed P1–P3 incidents, tracked resolution progress, and communicated proactively with internal and external stakeholders.
• Oversaw ServiceNow ticketing system for incident, problem, change, and request management.

KPI/SLA Monitoring & Reporting:
• Implemented dashboards and monitored KPIs, SLAs, and OKRs for IAM support, including resolution times and ticket trends.
• Produced SteerCo and IT Ops review reports for senior management, highlighting operational performance and improvement actions.
• Ensured compliance with SLA and calculated penalties when applicable.

Build-to-Run & Transition Management:
• Led transition of IAM services from Build to Run, verifying deliverables, documentation, supervision, and support plans.
• Ensured all changes were production-ready with proper rollback procedures and maintainability plans.
• Facilitated knowledge transfer workshops and user training sessions.

Problem & Change Management:
• Implemented Problem Management for recurring IAM incidents, reducing ticket volume and improving system reliability.
• Managed Change Management, preparing and reviewing CAB (Change Advisory Board) submissions, verifying MEP documentation, and coordinating approvals.
Governance, Compliance & Continuous Improvement:
• Defined and maintained operational processes, audit-ready documentation, and compliance controls for IAM services.
• Conducted gap assessments in IAM processes and implemented continuous improvement initiatives.
• Coordinated cross-functional projects to optimize IAM provisioning, authentication, PKI, and bastion management.

Key Achievements:
• Achieved 98% SLA compliance for IAM incident and request management.
• Reduced recurring IAM incidents by 30% through effective Problem Management and root cause analysis.
• Successfully delivered 3 major Build-to-Run IAM transitions without postproduction outages.
• Led IAM user access optimization, reducing provisioning time by 25% while ensuring compliance.
• Conducted cross-regional IAM workshops, improving alignment and operational efficiency.



De juillet 2010 à mai 2016
Senior Specialist
Tech Mahindra India

Service & Incident Management:
• Acted as the primary point of contact for IAM services (SailPoint, ForgeRock, AD, SSO, Bastion, Certificates), managing all RUN tickets and incidents.
• Ensured timely resolution of P1/P2 incidents and proactive communication to stakeholders on impacts, progress, and mitigations.
• Monitored incident trends and escalations, coordinating with regional teams to prevent recurrence.

Problem & Change Management:
• Implemented Problem Management processes for recurring IAM incidents, identifying root causes and driving corrective actions.
• Managed Change Management activities, including CAB preparation, MEP documentation review, risk assessment, and postimplementation validation.
• Ensured all changes followed ServiceNow workflows and maintained compliance with ITIL standards.

KPI / SLA & Operational Reporting:
• Tracked and reported SLA compliance, ticket trends, and KPIs for IAM services.
• Prepared dashboards and reports for SteerCo, IT Operations reviews, and management reporting.
• Monitored availability and performance of IAM systems to ensure service quality.

Build-to-Run & Transition Management:
• Coordinated Build-to-Run transitions, verifying deliverables, documentation, procedures, and maintainability of IAM services.

Governance & Process Optimization:
• Defined and maintained operational procedures, audit-ready documentation, and compliance controls for IAM services.
• Conducted gap assessments and recommended improvements to IAM processes and service delivery standards.

Security & Compliance:
• Ensured IAM services adhered to security standards (PKI, bastion, RGPD/NIS2) and internal compliance requirements.
• Supported audits and controls, providing evidence of process adherence and operational readiness.

Key Achievements:
• Achieved 95%+ SLA compliance for IAM incidents and requests.
• Reduced recurring IAM issues by 25% through proactive Problem Management and root cause analysis.
• Successfully delivered 2 major Build-to-Run IAM transitions with zero post-production incidents.
• Implemented ServiceNow dashboards and reporting templates for SLA, KPI, and operational visibility.
• Conducted regional workshops and training sessions, improving operational efficiency and cross-team collaboration.
• Improved IAM user access provisioning process, reducing turnaround time by 20% while ensuring compliance.




De février 2007 à juin 2010
Senior Specialist
AON Hewitt India
• Collaborated with supply officers to manage late purchase orders, address missing parts, optimize stock levels, and enhance production readiness.
• Resolved 2nd-level supplier escalations with a 95% success rate, minimizing disruptions and ensuring timely procurement and delivery.
• Successfully implemented and govern the scoped process




De janvier 2004 à janvier 2007
Specialist
Convergys India
• Managing voice calls for external customers to troubleshoot
• Microsoft XP and Vista issues
• Managed team as a helping hand for the team lead