Senior Service Delivery Manager (M/F)

Cloud Temple, SecNumCloud, a major player in the sovereign cloud, helps businesses and public sector bodies to host, transform and outsource their mission-critical applications. SecNumCloud certified, guaranteeing one of the highest levels of security and sovereignty on the market.

To strengthen our support for our strategic customers, we are recruiting a Senior Service Delivery Manager.

You will be responsible for ensuring the satisfaction, loyalty and development of a portfolio of key account customers, some of whom operate in an international context. As the direct contact for your customers, you will be responsible for quality of service, continuity of operations and meeting commitments.

Your tasks:

Managing strategic accounts

• Define the customer roadmap (KPIs, growth targets, technology roadmap).
• Actively participate in the development and implementation of the Strategic Committee with customers.
• Anticipating business needs and proposing high value-added offerings (sovereign cloud, digital transformation, FinOps).

Guaranteeing quality of service and customer satisfaction

• Respect contractual commitments (SLA, KPI)
• Monitor and manage the daily backlog.
• Keeping management tools up to date (dashboards, reporting, documentation).
• Actively participate in the success of contract renewals.
• Supporting customers on FinOps issues with the experts

Excellent communication and interpersonal skills 

• Good interpersonal skills with contacts in the customer portfolio
• Acting as a key contact for decision-makers (CIOs, CTOs, CFOs).
• Unite internal teams around customer needs.
• Accurately and honestly reporting on customer activity at Mornings Meetings

With the help of the technical teams, act as the technical guarantor of its customers' IS and their transformation  

• Managing technical activities in collaboration with the teams to ensure the performance, security and scalability of the IS.
• Provide the operational support set out in the contract
• Steering change management, independently or with a project manager
• Expertise in the customer portfolio's Information System (knowledge of the infrastructure, IS and criticality of the Technical Systems, up-to-date procedures)
• Guaranteeing systems security (patch management, backups, DRP, antivirus EDR in particular)
• Supporting portfolio customers in adopting new services: outsourcing of modernised application architectures (micro-services, CI/CD, infra as code)
• Make proposals to maintain a high level of availability for critical applications

Develop the customer portfolio 

• Guarantee that monthly recurring service billing (IaaS Work Units, Managed Services, public cloud consumptions, licences and all other Work Units) is fair to 100%
• Ensure growth in sales by adding +10%/year
• Providing the technical information needed by the Account Manager and/or Pre-Sales Manager and/or Project Manager to draw up technical and financial proposals.

FinOps & cloud cost optimisation - Work with FinOps experts to analyse consumption, suggest optimisations and improve the customer's TCO.

Technical skills required :

Knowledge of IT service management : 

• ITIL (Information Technology Infrastructure Library) - Senior
• Understanding of service centre management processes (incidents, service requests, problems, changes, etc.)

Infrastructure and technology platforms : 

• Good general knowledge of server, storage, network and cloud infrastructures (IaaS, PaaS, SaaS)
• Familiarity with operating systems (Windows, Linux, etc.)

Service management and monitoring tools : 

• Knowledge of ITSM tools
• Familiarity with monitoring tools (e.g. Nagios, Prometheus, Grafana, etc.)

Cloud Computing : 

• Advanced knowledge of public cloud offerings (AWS, Azure, etc.)
• Experience with cloud deployment models (IaaS, PaaS, SaaS)

Information Security : 

• Basic knowledge of IT security (threats, vulnerabilities, security measures)
• Familiarity with security standards and regulations (e.g. RGPD, ISO 27001, SecNumCloud, etc.)

Integration and Development : 

• Basic knowledge of development (APIs, programming languages, etc.)

Data and Analytics : 

• Understanding of data management concepts (storage, analysis, visualisation)
• Familiarity with data analysis tools (e.g. Power BI)

Automation and Orchestration : 

• Knowledge of automation tools (e.g. Ansible, Terraform, etc.)
• Familiarity with orchestration platforms (e.g. Kubernetes, etc.)

Profile required:

Level of diploma : Bac+3 to Bac+5 in an IT course of study
Expected experience : At least 5 years' experience in an SDM or similar role is essential for this position
Language skills : French: excellent level | English: good level

Expected skills :

• Excellent communication skills: Ability to explain technical subjects in layman's terms to business contacts.
• Excellent team management and leadership skills.
• Ability to solve problems proactively and make informed decisions.
• Strong organisational skills and ability to manage priorities.
• Analytical skills: Structuring and processing qualitative or quantitative data and drawing meaningful conclusions.
• Strategic vision: Anticipating market trends and offering differentiating solutions.
• Proactivity: Identify risks before they have an impact on the customer and respond quickly.
• Influencing: Getting internal teams to adhere to customer requirements.

Why join us?

• A visionary player in the sovereign cloud, with high-impact projects at home and abroad.
• An agile, flat organisation that encourages autonomy, initiative and internal mobility.
• Certifying courses.
• A balanced hybrid way of working to reconcile performance and quality of life.
• A concrete CSR commitment (diversity, sustainable mobility, right to disconnect, etc.).
• And solid benefits: health insurance, luncheon card, RTT, bonuses, profit-sharing, transport reimbursement, etc.

Cloud Temple is proud to promote diversity and inclusion. This position is open to all, including disabled workers, with equal qualifications.