Public Cloud SDM

SG Cloud Job Description

Service Delivery Manager Technical Administration Manager

(SDM - TAM)

Service Delivery Manager Technical Administration Manager

(SDM-TAM)

BACKGROUND

Saint-Gobain, the world leader in housing, is one of the world's top 100 industrial

groups. It designs, produces and distributes building materials and employs 170,000

people in 67 countries around the world. Saint-Gobain is a welcoming, safe and open

house to the world, which you enter for a journey.

The Cloud Services / Infrastructure CTO teams of Saint-Gobain's Group Digital &

IT are responsible for defining, streamlining, securing and managing the Group's

critical IT infrastructures through managed hosting services in the Cloud or in the

Datacenter.

It develops, proposes and maintains infrastructure solutions (servers,

storage / backup, etc.) and platforms (Databases and Middleware, Web, SAP, Big

Data, etc.) supporting all SAP (ERP), digital (Web, PIM / DAM, etc.) and business

(finance, HR, logistics, decision-making, CRM, etc.) applications.

In this context, SG Cloud Services is looking for a SDM-TAM.

This mission will take place within the Operation Spring team (16 people made up

of TAM and SDM based in La D fense and India), on a perimeter of about 1500

Windows / Linux / AIX / AS400 servers in Datacenter, managed service in India with Cap

Gemini (around 150 people).

The team is in charge of maintaining Saint-Gobain's critical infrastructures in

DataCenter in operational conditions as well as their evolution (with an internal

project and architect team and the outsourcer). It acts as an interface between Saint-

Gobain's internal competence centers in charge of applications and the outsourcing

company in charge of infrastructure.

PURPOSE OF THE POSITION As a SDM, he supervises the outsourcing company in its mission to maintain

dedicated infrastructures hosting SG applications in operational condition, Ensure the

excellence of operations and governance, and ensure the measurement of the quality

of the service provided by the outsourcing company.

As a TAM, he controls & challenges all technical regular activities, project and

transformation activities and support provider & customer to solve any incident

situation.

ROLE & RESPONSIBILITIES

The missions entrusted to it are :

Ensure operational excellence of the "Manage" and "Faire Faire" type

with the outsourcer, to support and advise our teams and internal

customers,

Handle incidents (communication, monitoring, RCA) impacting the

application contracts under his / her responsability. Support the provider

to solve incident

Ensure continuous improvement of quality of service, processes and

governance

Monitor and challenge the technical solutions or procedures proposed

by the outsourcer

Supervise the adequacy of the resources allocated and used.

Ensure billing validation (WorkUnit, Report Storage & SSEM)

Ensure compliance with SLAs and apply penalties if applicable

Quality of Service Measurement (CSAT)

Participate in the organization of DRP tests, based on his / her contract

application

MAIN ACTIVITIES ACTIVITIES

Ensure the continuous improvement of contracted services, the

optimization of uses and capacity planning (capacity management)

Co-facilitate weekly and monthly meetings with the outsourcer

Ensure communication on the status of changes, incidents and critical

or impacting problems, to management and competence centers if

necessary

Monitors and validates the technical activities planned for his / her

application contracts.

Strengthens the IT service provider's expertise

Ensure the quality of technical documentation

Support the Project Manager or architect in the framing of development

and project requests and the organization of the transition to

production

Ensure the application of the security policy by the outsourcer, the test

plans, monitoring the compliance of the shared infrastructure

ATTACHMENT / MAIN CONTACTS

The SDMTAM reports hierarchically to the Lead Operations of the Spring service line

His activities lead him to be in regular contact with the following interlocutors :

INTERNAL

• The teams of the Cloud services department
• TAMs, SDMs of the service line
• The Lead Architect, the Project Lead and the Product

Lead

EXTERNAL

REQUIRED PROFILE

5 to 10 years of experience in similar functions

Very good level of spoken and written English

TECHNICAL ENVIRONMENT

balancing, ...

LOCALISATION

The position is based at Saint-Gobain's INDEC Office (Mumbai)

REQUIRED SKILLS Technical Skills Personal Skills

(WorkUnit, invoicing, SLA, penalties,

Competence Center & Outsourcing

infrastructures Private & Public Cloud

(Azure)

storage, networking, cybersecurity)

responsiveness, curiosity

communication