Context & Scope
Accountable for the operational governance of a service center within RTE (French transmission system operator for electricity) through Sully Group, covering the DSIT/DPOSE department.
Accountable for a service center with three teams (GAME, PLACID, STANWAYS) and 25 business applications, ensuring service continuity for project managers.
Align service delivery, client expectations, and operational performance, as well as mitigating operational risks in terms of human, organizational, and technology aspects.
Responsibilities & Ownership
Accountable for service continuity and ensuring operational reliability in terms of process structuring, ownership, and coordination between technical and business aspects.
Supervised maintenance operations, delivery, and follow-up with a focus on execution quality and transparency.
Accountable for operational risks in terms of resource availability, technical evolution, workload, and communication between teams.
Impact & Achievements
Stabilized service center operations by strengthening coordination across teams and application domains.
Improved visibility on priorities, risks, and delivery status, enabling faster and better-informed decisions.
Reinforced incident follow-up and reporting discipline, contributing to stronger service reliability.
Maintained alignment between operational execution and client expectations across all supported applications.
Skills & Expertise
- Operational governance
- Team coordination and cross-team alignment
- Stakeholder management (client and internal)
- Service continuity and reliability
- Performance monitoring and reporting
- Decision support
Tech Stack
- Frontend: Angular
- Backend: Java
- Database: Oracle Database
- Infrastructure: Linux servers
- DevOps: CI/CD pipelines
- ITSM: ServiceNow
- Project management: Jira
- Documentation: Confluence
- Productivity: Microsoft 365