About Alvin
IT Service Manager avec 7 ans d'expérience dans des environnements internationaux complexes, je transforme la complexité opérationnelle IT en performance mesurable et en qualité de service durable.
Mes missions de prédilection :
- structuration et optimisation des processus ITSM
- coordination multi-sites
- gestion de fournisseurs, pilotage des SLA
- accompagnement des équipes vers l'excellence opérationnelle
J'ai coordonné des opérations IT sur 60+ sites internationaux, géré des budgets IT de CHF 7M+, maintenu 97% de conformité SLA dans des environnements critiques (nucléaire, industrie) et réduit les coûts fournisseurs de 15% grâce à une gestion contractuelle rigoureuse. Certifié ITIL 4 Foundation, je maîtrise les principaux outils ITSM (ServiceNow, ServiceDesk Plus, Serviceware), l'écosystème M365 et les outils d'automatisation (Power Automate, K2 Nintex). Disponible immédiatement, ouvert aux missions en présentiel (Suisse), hybride ou full remote.
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IT Service Manager with 7 years of experience in complex international environments, I turn operational IT complexity into measurable performance and lasting service quality.
My preferred missions:
- structuring and optimizing ITSM processes
- multi-site coordination
- vendor management, SLA oversight
- guiding teams toward operational excellence
I have coordinated IT operations across 60+ international sites, managed IT budgets of CHF 7M+, maintained 97% SLA compliance in mission-critical environments (nuclear, manufacturing), and reduced vendor costs by 15% through rigorous contract management. ITIL 4 Foundation certified, proficient in leading ITSM platforms (ServiceNow, ServiceDesk Plus, Serviceware), the M365 ecosystem, and automation tools (Power Automate, K2 Nintex). Immediately available, open to on-site (Switzerland), hybrid, or full remote assignments.
Parlons de votre projet / Let's talk about your project
French
Native or bilingual
English
Fluent
German
Conversational
Spanish
Conversational
Can work on-site
Zurich (up to 50km)
Experience
- FreelanceIT Consultant - Service Management, Operations & SupportJanuary 2025 - Today (1 year and 5 months)Zurich, Switzerland
- Provided 1st/2nd level support, assisted users with technical issues relating to clients, software and hardware
- Conducted an ITSM process assessment, identifying gaps in incident and change management workflows and delivering a structured improvement roadmap aligned with ITIL 4 best practices
- Provided interim IT operations support, managing incident queues, coordinating internal/external stakeholders, and ensuring service continuity during a period of internal transition
- Developed and standardized IT governance documentation, including service catalog templates, SOP frameworks, and onboarding/offboarding procedures to improve operational consistency
- FORBOIT Management Support Officer – CIO assistantJanuary 2018 - April 2023 (5 years and 3 months)Baar, Switzerland
- Assisted the Group CIO in its overall responsibilities and in day-to-day management of the IT environment, coordinated 10+ internal/external stakeholders to ensure smooth IT operations, tracked tasks and monitored deadlines
- Managed IT budget of CHF 7M+ annually with consistent variance control within ±5%, ensured cost transparency through internal recharge process across 60+ sites, drove invoice processing, reduced vendor costs by 15% through contract renegotiation, oversaw 10+ active contracts
- Maintained IT service catalog and drove ITAM to optimize costs in licenses and hardware by 15%
- Participated/led IT projects including hardware rollouts, software deployments, system integrations, workflow optimization and process automation. Migrated 3'500+ users to new LMS platform, trained staff and drafted procedures to speed up user adoption
- Developed and kept record of 15+ IT governance documentations, supported yearly internal IT audits and compliance initiatives, streamlined IT documentation by 20% to reduce complexity
- Provided on-site and remote support to board members and HQ users (30+ tickets/month): troubleshooting desktop, network, printers, mobile (Android/iOS), AV/videoconferencing, hardware and software issues, set hybrid meeting rooms, provisioned laptops, handled user onboarding/offboarding
- Contributed to cybersecurity awareness programs through Learning Management System (LMS) selection & implementation, course & campaign configuration, user training and follow-up actions, improved resilience across the organization (3'500+ users) achieving 90% training completion rate in 4 months, reduced phishing incidents by 40%
- Produced reports, benchmarks, budget and executive presentations for CIO, CFO and Finance dept.
- AREVAIT Operations Manager deputyENERGY AND UTILITIESMarch 2016 - September 2017 (1 year and 6 months)Courbevoie, France
- Supervised IT operations for 3 international nuclear plants (FR/CN/FI), oversaw infrastructure and network operations, dealt with 60+ incidents/month, coordinated 10+ internal and external service providers
- Managed incident, prioritization, escalations, problem, and change processes, maintained 97% SLA compliance and minimized downtime with 99% system availability
- Acted as the link between business teams, external service provider, and local IT staff
- •Led a distributed team of 5 remote IT professionals, driving performance, accountability, and cross-site collaboration to enhance service delivery and operational productivity
- Maintained high accuracy CMDBs, performed audits and reduced obsolete configuration items by 12%
- Monitored vendor performance, KPI and challenged financial/technical proposals
- Produced operational reports and ensured service continuity in highly regulated environments
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Education
- MASTER IT ENGINEERING MANAGEMENTESIEE-IT (CERGY2015MASTER IT ENGINEERING MANAGEMENT
- BACHELOR NETWORKS & TELECOMSESIEE-IT2013BACHELOR NETWORKS & TELECOMS
Certifications
- ITIL 4peoplecert2026
- ITIL v3Axelos2017