Kevin Adabrah

Veolia Eau de France, a subsidiary of Veolia, is a major player in the management of water and related services for public authorities and companies. The CASH (Collection and Recovery) division specializes in the management of billing and collection processes for water services, guaranteeing a smooth and efficient financial service for Veolia's customers. As Service Delivery Manager within the CASH branch, I played a key role in the optimization of IT services and the digital transformation of collections management processes. My main missions included - 20% reduction in resolution time by writing KB (knowledge article) to help users fill in information relevant to the relevant information. - Creating and implementing the Incident, Problem & Change Management process to identify and resolve recurring or critical issues related to the billing and collections platform and service lifecycle. - Management of major incidents and coordination of internal and external technical teams to guarantee continuity of operations in critical environments. - Implementation of a performance dashboard via ServiceNow to track key service indicators (KPIs) and optimize incident and performance monitoring. - Participation in the restructuring of business services linked to the CASH branch's application portfolio, with a focus on homogenizing and securing RUNs - Manage and lead weekly committees with partners and business teams to ensure transparency and efficiency of operations.

Incident, Problem & Change Management CMA CGM is one of the world’s leading companies in maritime transport and logistics, with annual revenue of approximately $56 billion and operations spanning more than 160 countries. The group operates a fleet of over 580 vessels, connecting global markets and facilitating large-scale international trade. As a Service Delivery Manager at CMA CGM, I played a crucial role in managing critical IT processes to ensure the smooth operation of business functions on an international scale. My interventions and collaboration with technical teams in India were instrumental in maintaining the continuity of essential services to support strategic decision-making, directly impacting global logistics efficiency. Business teams accessed data via Snowflake. **My main responsibilities included:** - International coordination of major incidents with teams in India and the USA, reducing downtime by 20% through optimized resolution and communication. - Developing and implementing incident, problem, and change management processes aligned with ITIL standards. - Leading and facilitating Incident and Change Advisory Boards (CAB) to ensure coordination and approval of technical changes impacting production. - Managing major incidents and coordinating technical teams in India (Infosys) to ensure quick and effective resolution. - Monitoring and qualifying recurring issues to identify and address root causes in collaboration with operational teams. - Establishing reporting processes to ensure transparency for management and international partners. - Participating in defining and optimizing incident and problem management processes within CMA CGM’s DATA platform.

Disneyland Paris – Service Delivery Management Disneyland Paris is the leading tourist destination in Europe, welcoming over 15 million visitors annually and generating nearly €2 billion in revenue. With over 500 partners and suppliers and a team of more than 16,000 employees, the park provides a unique entertainment and hospitality experience to millions of visitors of all ages. As a Service Delivery Manager at Disneyland Paris, I was responsible for managing and coordinating IT services within the DATA branch, ensuring the availability and quality of technology services to support Build to RUN operations. Through my expertise, I optimized processes to improve service continuity and reduce downtime, creating a stable and high-performing technology environment to meet business team needs and enhance company performance within the Digital landscape. These Digital service offerings were subsequently consumed by Disneyland Paris customers, including services like the Disneyland Premium Access (Fastpass) offering. My main responsibilities and achievements included: - Implementing and managing ITIL processes (incident, problem, and change management), - Coordinating technical changes in collaboration with data engineering teams, - Overseeing the service transition from Build to Run, ensuring continuous service delivery, - Managing critical incidents and leading crisis committees for rapid resolution, - Providing regular communication and reporting to partners and management to ensure operational transparency, - Continuously improving services by analyzing KPIs and implementing Lean initiatives, - Creating and implementing the Incident, Change, and Problem Management processes within the DATA Office.

Project Manager/Coordinator – Orange Cyberdefense As a Project Manager at Orange Cyberdefense, Europe’s cybersecurity leader with annual revenue of €838 million, I coordinated a strategic project in difficulty for a high-profile client, L'Oréal, ensuring its successful completion. In the context of finalizing the Build Prisma Cloud project, I took charge of reorganizing and technically coordinating the project to bring this complex cloud security initiative to a successful close. Key Responsibilities: - Reorganizing Build Oversight: Reviewed and restructured the project’s final stages to realign with L'Oréal’s security objectives, ensuring project completion. - Leading COMOP, COSUI, and participating in STEERCO: Provided leadership in key committee meetings, reestablishing communication and strategic alignment between teams and the client. Technical Coordination of Modifications and Implementations: Oversaw technical adjustments to secure and stabilize the Cloud environment, ensuring deployment aligned with client requirements. - Process Creation: Developed critical processes, including a decision tree for security incidents, update dashboards, and Palo Alto Prisma security policies to enhance reactivity and overall security. Through my intervention, the project regained structure and was successfully completed, contributing to - L'Oréal’s security objectives and strengthening Orange Cyberdefense’s expertise in managing high-impact digital transformation projects.

Safran is an international high-tech group operating in the fields of aerospace, defense, and space. A leader in technological innovation, Safran is renowned for its advanced solutions in aircraft engines, landing systems, avionics, and more. As a Technical Operation Manager at Safran, I was responsible for overseeing technical operations and ensuring that IT services met the high performance and security standards required in the industry. My key responsibilities included: - Monitoring the performance of DDI (DNS, DHCP, IPAM) and Wi-Fi services using KPIs - Managing Maintenance in Operational Condition (MCO) activities and validating related reporting - Overseeing critical incidents and managing their swift resolution - Coordinating the phases of production rollout and decommissioning of technical infrastructures - Ensuring that operations complied with the group's security guidelines - Regularly communicating service status (SLAs, major incidents, ongoing issues)

BNP Paribas Personal Finance, a subsidiary of the BNP Paribas Group, is a leading provider of consumer credit in Europe and internationally. Through its International Group ITG branch, BNP Paribas Personal Finance supports global technological operations, optimizing IT processes to ensure a seamless and efficient user experience. As a Service Delivery Manager within this branch, I was responsible for managing IT services across multiple countries, ensuring operational continuity and proactive management of critical incidents. My key responsibilities included: - Coordinating critical IT incidents (P1/P2) on an international scale (Europe, Latin America, etc.), and leading crisis management teams to ensure rapid and effective resolution - Managing Problem Management to identify and resolve recurring issues related to IT systems across different countries - Leading change management committees (CAB/ECAB) to validate technical changes impacting the IT infrastructure globally - Supervising the incident backlog and implementing Quick Wins to reduce the volume of outstanding incidents - Providing regular reporting to local teams and international management to ensure transparency and efficiency in IT service delivery