Cloud & Network Service Delivery Manager

We are seeking an experienced Service Delivery Manager to lead and manage network & cloud operations at Headquarters. The Cloud & Network Operations Manager will be responsible for overseeing the day-to-day operations of our cloud infrastructure and local network in the head quarter. 

This role involves supervising the Level 2 support team (offshore managed service and onsite) and coordinating the efforts of Level 1 support teams to ensure seamless and efficient cloud & network services. The ideal candidate will focus on improving and industrializing network and cloud operations by enhancing processes, RACI (Responsible, Accountable, Consulted, Informed) matrices, monitoring SLAs (Service Level Agreements) and KPIs (Key Performance Indicators), and driving continuous improvement initiatives. Additionally, the cloud & network Operations Manager will work closely with Level 3 support and collaborate with application users within the company. This role is primarily focused on Level 2 support but will occasionally provide Level 3 support as needed. No on-call duty needed. 

Key Responsibilities: 

• Supervision: Lead and manage the Level 2 support team, providing guidance, and mentorship. 

• Coordination: Oversee the work of Level 1 support teams, ensuring effective communication and collaboration. 

• Collaboration: Work closely with Level 3 support to address complex issues and ensure comprehensive cloud & network service management (applications and infra cloud editors, Maintenance in Operational Condition contractors). 

• User Interaction: Collaborate with application users to understand their needs and ensure cloud services meet their requirements. 

• Cloud Operations Improvement: Enhance and industrialize cloud operations by improving processes, implementing RACI matrices, and monitoring SLAs and KPIs. 

• Continuous Improvement: Drive continuous improvement initiatives to optimize cloud performance and service delivery. 

• Incident Management: Respond to and resolve cloud or network related incidents, minimizing downtime and impact on business operations. 

• Performance Monitoring: Monitor cloud & network performance and implement improvements to enhance service delivery. 

• Documentation: Develop and maintain comprehensive documentation for cloud and network operations and procedures. 

• Compliance: Ensure cloud operations comply with industry standards and regulatory requirements. 

• Innovation: Stay updated with the latest cloud technologies and trends, recommending and implementing innovative solutions. 

• FinOps: ensure that Sonepar FinOps framework is properly implemented. Participate to FinOps governance. 

Stakeholder Management: 

• Act as the primary point of contact for all application users and ensure that the quality of service is met and improved. 

• Manage expectations and communicate effectively with stakeholders at all levels of the organization, ensuring transparency and proactive issue resolution. 

Reporting: 

• Report to the HQ Service Desk & Infrastructure Manager 

• Manage an offshore managed service / additional onsite team members. 

What success looks like 

• You get the trust and appreciation from applications users. 

• The SLAs of cloud operations are being met. 

• You are highly creative, find solutions, and are a hands-on problem solver when needed. 

• You provide feedback for continuous improvement of the team 

The experience you bring 

Qualifications: 

Skills & Competencies: 

• Experience: Minimum of 8 years of experience in cloud and/or network operations service delivery management, with a strong track record in service contract and team management 

• Leadership Skills: Strong leadership and team management skills, with the ability to motivate and guide team members. 

• Problem-Solving: Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues. 

• Communication: Effective communication skills, both written and verbal, with the ability to interact with technical and non-technical stakeholders. 

• ITIL standards are known by heart and applied in an industrialized fashion. 

• Fluent English and French 

• Technical Skills will all be considered a plus:  

• Proficiency in Azure cloud platform, cloud management tools, and scripting languages. 

• Technical competences  

• Windows / Linux 

• System management  

• Security  

• System Updates 

• Patch Management  

• Active Directory and User Management - Azure Active Directory (Azure AD): Experience in managing Azure AD, identity management, authentication, and authorization services 

• PowerShell  

• Azure knowledge  

• Significant experience on Azure  

• AZ-900 minimum 

• Azure IaaS  

• Build a VM by integrating it in the Landscape  

• Azure PaaS   

• DevOps  

• Azure DevOps  

• IaC: ARM, Bicep, Terraform 

• CI/CD pipelines setup and management. 

• Cloud Security: Vulnerability management and incident handling 

• Tools: Tenable (Nessus), Rapid7 (R7), Microsoft Defender for Endpoint (MDE), and others. 

• Manage critical incidents 

• Coordinating with the SOC (Security Operations Center) to resolve issues quickly and efficiently. 

• Network engineering and operations experience 

Certifications (Preferred): 

• ITIL certification. 

• Cloud certifications (Azure) 

Personal Attributes: 

• Leadership: Ability to inspire and guide team members towards achieving common goals. 

• Problem-Solving: Strong analytical skills to troubleshoot and resolve complex issues efficiently. 

• Communication: Excellent verbal and written communication skills to interact effectively with both technical and non-technical stakeholders. 

• Adaptability: Flexibility to adapt to changing technologies and business needs. 

• Attention to Detail: Keen eye for detail to ensure accuracy and quality in all aspects of cloud operations. 

• Proactiveness: Initiative to identify and address potential issues before they become problems. 

• Collaboration: Strong teamwork skills to work effectively with various teams and departments. 

• Customer Focus: Commitment to understanding and meeting the needs of application users and other stakeholders. 

• Continuous Learning: Eagerness to stay updated with the latest cloud technologies and industry trends. 

• Integrity: High ethical standards and professionalism in all interactions and decisions. 

Recruitment Process 

• Interview with the Infrastructure Architect

• Interview with the Manager

• Interview with HR 

• Go / No-Go decision