Régis Hennequin

Director — IT Service Management · Bureau Veritas Group

Régis
Hennequin

25 years in IT service delivery. 85 people across four teams, delivery hubs on three continents, and one coherent way of running IT services across a global group.

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Key figures

years in IT service delivery
25
people across four teams
85
processes on one ITSM platform
4
TOEIC score out of 990, September 2026
940

Profile

A career built from the front line upward.

Service management executive with 25 years in IT service delivery, nine of them building Bureau Veritas’ global service management function across six successive roles. I now direct that function: 85 people in several teams, with delivery hubs in France, India, Malaysia and Colombia. I led the group tender that selected our ITSM platform, delivered it live in February 2022 and grew it into a four-process platform improved at six releases a year, then sponsored the GenAI support assistant launched in September 2025, giving users multilingual answers with no queue.

Career built from the front line upward, across France, Ireland, Luxembourg and Singapore, for European institutions and corporate & investment banks. ITIL® 4 and PRINCE2® certified.

Recent milestones

  1. TOEIC Listening & Reading: 940 / 990

  2. Bogotá service desk hub opened (6 people), extending follow-the-sun coverage

  3. Appointed Director — IT Service Management; Kuala Lumpur hub opened (23 people)

  4. GenAI support assistant launched: multilingual answers, no queue

  5. Our ITSM platform went live after the group tender I led

Career at a glance

Twenty-five years, five chapters, one thread: each step traded technical depth for organisational reach. Select a view to open it full size.

Career timeline
What I bring

Experience

  1. – present

    Director — IT Service Management

    Bureau Veritas Group · Paris, global scope

    • Mandate: establish and operationalise a world-class service desk function across the group’s global shared service centres.
    • Opened two new service desk hubs, Kuala Lumpur (October 2025, 23 people) and Bogotá (April 2026, 6 people), extending follow-the-sun coverage.
    • Driving the verticalisation of IT support functions across the group, the lever for standardisation and operational efficiency.
    • Designing and implementing a cohesive ITIL-based service management framework aligned with the group’s new IT operating structure, and establishing the SIAM model integrating multiple suppliers into end-to-end delivery.
    • Assessing service maturity across the group, driving the convergence roadmap, and acting as primary liaison between IT, business units and external vendors.

  2. –

    Global Service Management Lead

    Bureau Veritas Group · France (Nantes, La Défense) and India (Noida)

    • Sponsored and led the development of a GenAI support assistant, launched in September 2025: multilingual, instant assistance with no queue.
    • Grounded the assistant in a curated knowledge base of 1 000 current articles inside the group’s ITSM platform, after accelerating content creation and putting article lifecycle management in place.
    • Led four teams: Command Center (critical infrastructure and service supervision), Operations (incident, change, problem, configuration, release), Projects & Tools (user portal, CMDB, automation) and Quality & Processes (ITIL definition and governance).
    • Owned user-support performance end to end and managed supplier contracts within the SIAM scope.
    • People management: recruitment, individual objectives, work organisation, performance evaluation, and a training plan validated by the CIO.

  3. –

    Global Service Integration & Management (SIAM) Lead — Processes & Tools Transformation

    Bureau Veritas Group · Owner of the group ITSM platform programme

    • Delivered the group’s new ITSM platform, live in February 2022 on request and incident management together with the user portal.
    • Ran a product operating model with the ITIL process owners and the ITSM product owner: six releases a year of continuous improvement, service catalogue enriched at each cycle.
    • Extended the platform to change and problem management in 2023, bringing the four core ITIL processes onto a single tool.
    • Defined the support-chain processes on ITIL, integrated supplier relationships within the managed-services scope, and supervised scope transformation projects.

  4. –

    Global IT Service Quality Manager

    Bureau Veritas Group · India shared service centre, ~150 resources

    • Led the group tender that selected the new ITSM platform, from requirements definition through vendor evaluation to award.
    • Rolled out ITIL processes and tools across regions, expanding scope every year; opened helpdesks in Abidjan and Johannesburg (9 FTE) and optimised the European helpdesk across 5 sub-regions.
    • Built KPIs in Tableau Software, measured phone contact metrics with Cisco UCCX Reporting, and developed SLT indicators for the regional IS/IT division.
    • Chaired the monthly governance call reporting to the Group CIO, CISO and IT/IS VPs; established crisis and major incident rules; restarted the Command Center initiative.

  5. –

    IT Service Quality Manager — Europe & Africa

    Bureau Veritas Group

    • Scope extended from Europe to Africa: aligned both regions on one KPI/SLA reporting cadence, with monthly service-quality dashboards tracked by the Group CIO’s office.

  6. –

    IT Service Quality Manager — Europe

    Bureau Veritas Group

    • Defined the regional KPI set (SLA compliance, ticket quality, backlog) and ran the monthly governance cycle (incident, problem, change reviews) across the region’s country teams.

  7. –

    Head of Quality & Projects

    Crédit Agricole CIB · Singapore · consultancy with Maltem

    • Owned quality and continual improvement for a captive centre of ~160 resources, reporting to the Site Manager; managed an Incident Manager and a Quality Manager.
    • Major incident management: created a War Room to collaborate more efficiently and cut MTTR.
    • Knowledge management: co-built a sustainable framework keeping staff skilled; drove automation and left-shifting for service and cost optimisation.
    • Risk and compliance: created the control plan for the regional Infrastructure & Production Support department; built the CMDB for impact assessment and asset lifecycle; contributed to the ServiceNow migration.

  8. –

    IT Project Manager — Regional Service Desk build

    BNP Paribas CIB · Singapore · consultancy with Maltem

    • Built a single point of contact serving ~4 000 internal users across Singapore and Hong Kong from scratch: business case, in-sourcing model, €320K budget and a 7-FTE team, including recruitment of 6 first-level agents and coaching of the new internal manager.
    • Defined the service framework: SLAs and Operational Level Agreements setting escalation paths, KPIs measuring quality of work delivered, and a service catalogue with validation workflow.
    • Standardised operations: SOPs covering call scripts, live ticket logging and communication blasts; drafted the Statements of Work for contracted resources.
    • Deployed the toolchain: full Cisco UCCX IVR with phone contact metrics, and a centralised knowledge base on SharePoint and ServiceNow.

  9. –

    ICT Support Specialist

    European Parliament · Luxembourg · consultancy with Aubay

    • Owned technical support for the institution’s translation-request platform and led its handover from development to production, including a training course to build colleagues’ competence.
    • Designed and tested service desk SLAs in CA Service Desk; built a service catalogue with validation workflow and delivered remote end-user training.
    • Raised requests for change improving communication with end users; power user of Atlassian Jira and Confluence.
    • Mentored two one-week missions introducing a new Team Leader; supported parliamentary sessions in Strasbourg every quarter.

  10. –

    Project Manager Assistant

    European Parliament · Luxembourg · consultancy with Aubay

    • Part of the handover team between Sogeti and the Aubay consortium taking over the Service Desk contract; ensured knowledge transfer between the outgoing and incoming Principal Team Leaders.
    • Built the software inventory from scratch, audited existing procedures, pioneered the knowledge base project, ran competence workshops with the agents and rebuilt the monthly technical committee booklet.

  11. –

    Service Desk Consultant

    European Court of Auditors · Luxembourg · consultancy with Aubay

    • Single point of contact for end users, resolving software issues remotely; handled 30–40% of incoming requests within a team of five, with a high bar on ticket quality.

Early career · 2001 – 2009

  1. Feb 2008 – Feb 2009

    Technical Support Engineer (Associate) — Legato EmailXtender

    Dell EMC · Cork, Ireland

    Log analysis, lab reproduction on VMware with Exchange 2003 / Domino 6.5, hotfix coordination.

  2. May 2007 – Feb 2008

    Product Specialist — Dell

    Sykes · Shannon, Ireland

    Pre-paid software support for Dell and non-Dell owners; promoted to Product Specialist after 6 months.

  3. Sep 2005 – May 2007

    Technical Support Analyst level II — Orange

    France Telecom · Saint-Max, France

    Handset troubleshooting and settings, network diagnosis. Team KPIs exceeded after 5 months.

  4. Nov 2004 – Jun 2005

    Technical Support Analyst level II (interim)

    Wanadoo · Metz, France

    ISP support: connectivity, router installation, network diagnosis. Team KPIs exceeded after 3 months.

  5. Sep 2003 – Feb 2004

    Technical Support Analyst level II (interim) — Packard Bell

    Xtrasource · Metz, France

    Hardware incident analysis for warranty intervention; 45–60 calls a working day.

  6. Jul 2001 – Feb 2004

    Swing Manager

    McDonald’s · Saint-Julien-lès-Metz, France

    Crew member while studying, Swing Manager after 18 months; supervised new crew.

Where I’ve worked

Some of these are employers, others are the clients I served under contract: Aubay for the European institutions, Maltem for the French corporate & investment banks, Sykes for Dell, Xtrasource for Packard Bell.

Employers

  • Bureau Veritas
  • Maltem Consulting Group
  • Aubay
  • EMC²
  • Sykes
  • Xtrasource
  • Orange
  • France Télécom
  • McDonald’s

Clients & institutions served

  • European Parliament
  • European Court of Auditors
  • BNP Paribas Corporate & Investment Banking
  • Crédit Agricole Corporate & Investment Bank
  • Dell
  • Packard Bell

Core expertise

Strategy & transformation

  • ITSM platform strategy: tender, selection, group rollout
  • SIAM model and multi-supplier service integration
  • GenAI-assisted support and knowledge-driven self-service
  • Service maturity assessment and convergence roadmap
  • Verticalisation of IT support, standardisation, automation

Governance & performance

  • End-to-end service level management: SLA, OLA, SLT, KPI
  • Performance reporting in Tableau Software and Cisco UCCX
  • Vendor management, tender processes, Statements of Work
  • Risk and compliance control plans, major incident rules
  • Focal point for new service definition and escalations

Service operations & product

  • Incident and major incident: command centre, war room, MTTR
  • Problem: root cause analysis, A3 thinking, 5 Whys, Ishikawa
  • Change, configuration and release: impact analysis, CAB
  • Request fulfilment, service catalogue, knowledge management
  • OpenText SMAX, ServiceNow, CA Service Desk, Jira, Confluence

Certifications, education & languages

  1. TOEIC Listening & Reading — 940 / 990

  2. ITIL® 4 Foundation

  3. PRINCE2® Foundation

  4. ITIL® Intermediate — Continual Service Improvement

  5. ITIL® V2 Practitioner IPSR

  6. ITIL® V3 Foundation — EXIN

  7. EMC² Technology Foundation (ETF)

  8. EMC Bootcamp Clariion IAS — EMC Corporation, Milford MA, USA

  9. 1998 – 2003

    Vocational Baccalaureate in Microcomputing & Networks, Lycée Louis de Cormontaigne, Metz

Languages: French (native) · English (full professional, TOEIC 940/990) · Bahasa Indonesia and German (elementary).

Contact

Let’s talk service management.

Download the CV (PDF)Message me on LinkedInBeyond the desk