Esch-sur-Alzette, Luxembourg, Luxembourg
I'am an experienced ICT professional with over 20 years of leadership in the IT departments of large international banking institutions. My expertise spans outsourcing and vendor management, ITIL-based service delivery, infrastructure and application support, large-scale program management, and product ownership. Throughout my career, I have successfully driven complex IT initiatives and delivered measurable improvements in service quality and operational performance. Key achievements include: -Establishing and managing multi-year outsourcing contracts for ICT services, while ensuring high-quality service delivery and strong vendor performance -Defining and implementing ITSM processes across multiple banking environments, leading to consistent and measurable improvements in system availability -Managing test and production IT environments for the Luxembourg branch of an international bank over a 4-year period -Leading the implementation of a global 24/7 IT service desk operating across 9 countries, leveraging both onshore and offshore partners Beyond technical expertise, I bring a strong track record in people leadership, organizational change management, and delivering high-quality client experiences. I am recognized for building effective teams, driving transformation, and fostering a culture of continuous improvement. I am an autonomous, reliable, and passionate professional, committed to delivering on expectations and honoring commitments. My core values—integrity and respect—guide my leadership and decision-making.
1/Contribute to the deployment of the COO strategy. 2/Contract Manager having contributed to the setup of the IT outsourcing agreements 3/Responsible for the governance and monitoring of the main IT outsourcing contracts through the committees and service level agreements put in place. 4/Oversee the drafting of the bank's IT outsourcing contracts.
1/ Oversee the drafting of the bank’s ICT outsourcing contracts. 2/ Responsible for the governance and thorough oversight of the ICT outsourcing suppliers. Governance committee and meeting organisation, SLA control, project portfolio follow-up,… 3/ Support and advice the ICT Management for activities related to ICT outsourcing
Management of team if charge of the Bank ITSM processes: Incident, Problem, Change, Release and Continuity. Relationship management of the Bank major providers Service delivery manager of the infrastructure provider including inflow and project portfolio follow up.
Overall accountability for the International Implementation and Governance of the global and enterprise-wide strategy and direction of IT Service Management, including Change, Incident, Problem, Configuration, Knowledge and Service Request Management Processes and the Supporting Tools
Overall accountability for the International Implementation and Governance of the global and enterprise-wide strategy and direction of IT Service Management, including Change, Incident, Problem, Configuration, Knowledge and Service Request Management Processes and the Supporting Tools
Management of - 1st & 2nd lines of support - Incident Managers - Problem Managers - Change & Release Managers - Event Manager - Continuity Manager - Transition activities - Infrastructure Vendor Management
Analyst-Programmer working on the central securities Masterfile application (Oracle PL/SQL - Oracle Forms - Java - Unix)
Several missons in Telecom and bank sectors (MACH, Euroclear [FundSettle], Mastercard )