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 application

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