Service Delivery Manager (M/F)

Cloud Temple is offering you the opportunity to join its teams as a Service Delivery Manager. You will be responsible for ensuring the satisfaction, loyalty and development of our customers.

As the operational guarantor, you will be the main point of contact for customers, while promoting the company's technical strategies.

Your mission:

As Service Delivery Manager, you will be responsible for :

1. Guaranteeing quality of service and customer satisfaction

• Ensure that customers are satisfied to an average of over 3 out of 4 (COPIL weather)
• Respect the SLA for each customer at 95%
• Keeping track of the daily backlog for each customer.
• Keeping all the tools needed for effective management up to date (SHIVA, Confluence, PowerBI, etc.)
• Playing a key role in the successful renewal of its customers

2. Excellent communication and interpersonal skills

• Good interpersonal skills with contacts in the customer portfolio
• Have good interpersonal skills with internal contacts, be participative with teams
• Accurately and honestly reporting on customer activity at Mornings Meetings

3. Be the technical guarantor of its customers' IS and their transformation

• Provide the operational support set out in the contract
• Ensuring successful change management, either independently or with a project manager
• Mastering the customer portfolio's Information System (knowing the infrastructure, IS and criticality of the Technical Systems, up-to-date procedures in confluence)
• Guaranteeing the security (patch management, backups, DRP, antivirus EDR in particular) of the Technical Systems entrusted to you
• Supporting portfolio customers in adopting new services: outsourcing of modernised application architectures (micro-services, CI/CD), software development, etc.
• Make proposals to maintain a high level of availability for critical applications

4. Develop the customer portfolio

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

Profile required:

• Higher education in IT (BAC+4/5), from an engineering school or equivalent.
• You have successful technical experience with a minimum of 3 to 5 years in a Service Delivery Manager (SDM) role.

Technical skills required :

Knowledge of IT service management : 

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

Infrastructure and technology platforms :

• 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 : 

• 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.)

Additional information:

Location: Tours and surrounding areas

Teleworking: Hybrid

Why join Cloud Temple?

• A leader in a fast-growing sector: Join a pioneering and visionary company in the sovereign cloud, where every project is an opportunity for growth, both nationally and internationally.
• Tailor-made support: Benefit from the support of our passionate experts who will guide you in achieving your professional goals.
• An agile and innovative organisation: Develop within a dynamic structure that values personal initiative and encourages new career prospects.
• Cutting-edge training: Stay at the forefront of innovation with our advanced development programmes.
• A collaborative environment: Take part in initiatives that build team spirit and encourage synergy.
• Opportunities for mobility and co-option: Find the project that's right for you thanks to a system that facilitates your internal development.
• Commitment to well-being: teleworking, employee services, CSR commitments... Your quality of life is our priority.
• Competitive benefits: Take advantage of a comprehensive range of benefits designed to support your well-being and life balance.

Ready to take on challenges and shape the future? Join Cloud Temple, where your passion, commitment and success aren't just recognised, they're celebrated.

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