Service Delivery Manager - Public Cloud

Roles and Responsibilities : - 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 responsibility. 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 (Work Unit, 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 applicationACTIVITIES : - 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