Mohamed Massoum
Senior IT Service Delivery Manager | Digital Transformation
Salaire / Taux journalier
Paris, France
Freelance
Expertises
Langues
À propos
Introduction
IT Service Delivery & Transformation Lead with 15+ years optimizing operations across EMEA for global organizations (30,000+ employees). Achieved 45% incident reduction, €1M+ cost savings, and 30% faster onboarding through automation and process excellence at Unilever. Specialized in Agile transformations, ITSM frameworks, and AI-driven service delivery for large-scale FMCG environments.
Expérience de travail
Founder of MM Service & Consulting
MM Service & Consulting
sept. 2025 - Présent
1 an 2 mois
69340 Francheville, France
– Dedicated to helping organizations optimize IT operations, improve service delivery & accelerate digital transformation
Service Delivery Manager EMEA
HellermannTyton Global
sept. 2025 - Présent
1 an 2 mois
Emeabiam, Imo, Nigeria
– Leading IT service delivery across EMEA (4000+ employees) for a global FMCG group (7000+ employees). Managing matrixed & multicultural teams across geographies, driving standardization, simplification, and service excellence. – Structured and led a cross-country Agile IT project, improving user experience and aligning service delivery across EMEA.
Unilever
juil. 2022 - sept. 2025
3 ans 3 mois
Paris, France
IT Services Manager Europe
avr. 2023 - sept. 2025
2 ans 6 mois
Paris, France
– Leading IT service delivery across Europe (30000+ employees) for a global FMCG group (150,000+ employees). Managing both direct and matrixed teams across geographies, driving standardization, simplification, and service excellence. Managing a budget of 6 to 10 Millions Euros. – Structured and led a cross-country Agile IT organization, improving user experience and aligning service delivery across Europe. – Deployed the Moveworks AI Assistant in Europe to reduce the time of resolution & find quickly answers. – Promoted a learning culture, knowledge sharing mindset and the principles of continuous improvement – Achieved a 45% reduction in incident volume within 12 months through process standardization, performance KPIs (Key Performance Indicators), and proactive resolution methods. – Achieved a 54% reduction in returned devices within 12 months through process standardization, performance KPIs and targeted communication. – Having a European communication journey for business & leadership stakeholders – Delivered €1m+ in cost savings through vendor renegotiations, service consolidation, and automation initiatives. – Designed and launched a digital onboarding/offboarding platform, cutting new joiner integration time by 30%. – Led service governance and improvement planning with European stakeholders and global service lines. – Structured & led the IT Service Review for having clear governance, agenda & decks – Defined and implemented performance KPIs to monitor and improve IT services in the region. – Led service governance and improvement planning with regional stakeholders and global service lines.
IT Domain Manager West Europe (France & Spain)
juil. 2022 - avr. 2023
10 mois
69340 Francheville, France
– Oversight of IT service operations across France and Spain. Responsible for vendor management, local team setup, and regional service quality. – Defined and implemented performance KPIs to monitor and improve IT services in both countries. – Passing the cybersecurity internal audit successfully. – Successfully established and scaled a local IT team in Spain to support business continuity. – Migrated France's trade promotion system to the cloud, increasing availability and scalability. – Maintained full accountability for vendor relations, compliance, and service reporting.
IT Project Manager
Atos Worldgrid
sept. 2017 - juil. 2022
4 ans 11 mois
Paris, France
– Client delivery leader for France's national smart gas metering rollout. – Managed teams (onshore/offshore), coordinated infrastructure migrations & operations, and ensured SLA (Service Level Agreement) compliance for a major utility client. – Led the successful migration of all legacy databases to Oracle Supercluster, improving data performance and reducing downtime. – Implemented a DevOps organisation to reduce issues after deployment & having better collaboration. – SPOC for IT Demand & DAB Approval to reduce incidents & having a better coordination. – Set up offshore support (India) 24/7, reducing operational costs and increasing incident response speed. – Designed & led the implementation of ITSM operating models covering Incident, Problem, Change, CMDB, Request, Knowledge, and Service Catalog. – Introduced performance dashboards and service catalogues for business transparency.
IT Service Delivery Manager
Sogeti / Capgemini
juin 2015 - sept. 2017
2 ans 4 mois
Paris, France
– Client delivery lead for IT services on France's national Smart Gas Metering Program. Acted as the single point of contact for operations, reporting, and SLA management. – Coordinated deployment of production-ready applications across multiple environments. – Defined the communication template for the business & leadership stakeholders. – Defined and tracked KPIs and SLAs to align delivery with business expectations. – Facilitated collaboration between infrastructure and application teams, ensuring deployment timelines.
IT International Infrastructure Project Manager
Pramex International
janv. 2012 - juin 2015
3 ans 6 mois
Paris, France
– Managed global IT infrastructure across 15 international offices. Led cybersecurity, business continuity, and network transformation projects. – Deployed global VPN, firewall, and cybersecurity practices across all sites. – Rolled out Business Continuity Plan and the Disaster Recovery Plan strategies, including backups and virtualization. – Deployment of RCSA policies and rules – Implementation of P2P solutions for HR, Finance teams. – Oversaw IT relocations, server room setup, and CRM migration. – Managed vendor contracts and budgets, reducing infrastructure costs by 20%.
IT International Administrator
Pramex International
oct. 2005 - déc. 2011
6 ans 3 mois
Licences et certifications
Maîtriser la gestion des systèmes d'information avec ITIL
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Persuader et convaincre : Mieux communiquer avec les autres grâce à l'outil DISC
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Découvrir les méthodes agiles pour le développement logiciel
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Les fondements de la gestion de projet agile
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Prince2
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Préparer la Certification Microsoft Azure Fundamentals (AZ-900)
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