Naly Randrianarivelo
Senior IT Service Manager | Service Delivery Manager | IT Operations | SLA & Customer Success | Digital Transformation
Salaire / Taux journalier
01170 Gex, France
Mobilité : Île-de-France, Lyon, ...
Freelance, ouvert au CDI
Peut venir sur site
Expertises
À propos
Introduction
For more than 15 years, I have been passionate about bridging IT and business needs to deliver seamless, high-performing, and customer-centric IT services. As a Senior Service Delivery Manager, I thrive on driving service excellence, ensuring strong SLA adherence, and fostering cross-functional collaboration to optimize IT operations and digital transformation projects. What I Do Best: # Managing IT Service Delivery & Operations in complex, multinational environments. # Leading customer-centric IT strategies, improving KPIs & service performance. # Optimizing SLA, vendor, and contract management for operational excellence. # Implementing ITIL & Agile frameworks to enhance efficiency & scalability. # Driving Digital Transformation initiatives with a business-first approach. Let's Connect! If you are passionate about IT service excellence, customer success, and digital transformation, I'd love to exchange ideas!
Expérience de travail
Consultant IT Service Delivery Management
HellermannTyton Global
sept. 2025 - Présent
1 an 2 mois
– Supporting HellermannTyton Global IT through CODA Technology Services, with responsibility for global IT service delivery. – Overseeing incident, problem, change and release management across manufacturing sites and corporate offices. – Acting as escalation point for IT operational issues, driving service improvement initiatives, and collaborating with IT and business stakeholders to minimize downtime and enhance service quality.
Orange Business
nov. 2017 - sept. 2025
7 ans 11 mois
Genève, Suisse
Change Ambassador @Orange CH
juin 2023 - sept. 2025
2 ans 4 mois
Genève, Suisse
– In addition to my Service Delivery Manager responsibilities, I acted as a Change Ambassador, supporting transformation initiatives by facilitating adoption, communication, and engagement. Key Contributions: – Relayed key transformation messages to teams. – Facilitated change awareness through workshops & discussions. – Gathered feedback to improve adoption strategies. Impact: Helped smooth change adoption while ensuring alignment with business needs.
Senior IT Service Manager - Service Delivery Manager
août 2019 - sept. 2025
6 ans 2 mois
Geneva Area, Switzerland
Key Achievements & Impact: – Improved customer satisfaction scores (+20%) through enhanced service optimization. – Spearheaded ITIL-based service frameworks, improving SLA compliance & reporting. – Led cross-functional teams for IT service enhancements across banking, automotive & manufacturing industries. – Developed an incident & problem management strategy, reducing major incidents by 30% in a year.
Lead Service Delivery Manager
nov. 2017 - août 2019
1 an 10 mois
Genève, Suisse
– Designed & implemented a customer self-service portal, increasing service efficiency. – Reduced service costs while improving customer engagement & accountability. – Oversaw contract negotiations & P&L, ensuring alignment with IT & business goals.
Lead Customer IT Service Manager
mars 2014 - oct. 2017
3 ans 8 mois
Genève, Suisse
Customer IT Service Manager - Service Delivery Manager
oct. 2007 - mars 2014
6 ans 6 mois
Genève, Suisse
Customer Network Supervision Analyst
mai 2004 - oct. 2007
3 ans 6 mois
Rennes Area, France
Network Support Group Engineer
juil. 2002 - mai 2004
1 an 11 mois
Londres, Royaume-Uni
Network Support Engineer
janv. 2001 - juil. 2002
1 an 7 mois
Londres, Royaume-Uni
Solutions Consultant
DAP Technologies
janv. 2000 - janv. 2001
1 an 1 mois
Vanier, Québec Canada
IT Support Engineer
Gateway
janv. 1998 - janv. 1999
1 an 1 mois
Dublin, Irlande
Business Planning Analyst
Hertz
janv. 1996 - janv. 1998
2 ans 1 mois
Dublin, Irlande
Formation
Cornell University
Executive Education Program, Leading for innovation
Indian Institute of Management Ahmedabad
Executive Education Program, Doing Business in India
ESCP Europe
GMP
Université de Reims Champagne-Ardenne
ESCP Business School
Executive MBA, MBA
2015 - 2017
2 ans 1 mois
Licences et certifications
ITIL® v4
Délivré le : –
Agile Service Manager
Délivré le : –