Service Delivery Manager

Join Cloud Temple and help shape the future of the European sovereign cloud

Cloud Temple, a leader in digital sovereignty, helps businesses and public sector bodies to transform, host and outsource their mission-critical applications.

As part of the development of the PAMS (Secure Administration and Maintenance Providers) offering, we are looking for a Service Delivery Manager (SDM) to be responsible for one or more clients.

You will be responsible for ensuring the satisfaction, retention and development of our sponsors. You will the guarantor of service quality and PAMS compliance for delivery within your assigned remit. In accordance with the PAMS framework, this role corresponds to that of a PAMS Contributor: the role involves overseeing delivery without carrying out any administrative tasks themselves.

Mission

As a Service Delivery Manager, you are much more than just a delivery manager: you are your clients’ key partner and the person who coordinates the services provided to them.

Your aim? To build a relationship based on trust, ensure an impeccable standard of service and support your clients as their IT environments evolve, whilst maintaining the highest standards of security.

On a day-to-day basis, you will have the opportunity to:

• Manage service performance and ensure that commitments made to your clients are met.
• To build a close and trusting relationship, understand their challenges and anticipate their needs.
• Coordinate internal teams and bring together the various experts to focus on the client’s priorities and challenges.
• To support the evolution and transformation of their IT systems, whilst actively contributing ideas on the availability, performance and resilience of their environments.
• Working in an environment with high security and PAMS compliance requirements, in close collaboration with our Security teams.
• Identify new opportunities and help develop the services offered to your sponsors.
• To support them in managing and optimising their cloud usage, particularly with regard to FinOps challenges.
• Monitor key indicators, anticipate risks and turn operational challenges into concrete action plans.

What makes the mission interesting
You will play a central, cross-functional role, at the intersection of customer relations, technology, security and business.

You will gain a real insight into your clients’ environments and work on a day-to-day basis with technical teams and experts with a wide range of skills.

Your success will not be measured solely by your compliance with SLAs: it will also be reflected in the trust of your clients, the quality of the relationship you have built with them, and your ability to help their services evolve.

Profile required

You hold a five-year postgraduate degree in IT management and have at least three years’ experience as a managed service manager in a sensitive environment. Knowledge of security practices and ANSSI security guidelines.

Technical skills required:

Knowledge of IT service management:

• ITIL (Information Technology Infrastructure Library) – basic knowledge
• Understanding the management processes of a service centre (incident, service request, problem, change)

Infrastructure and technology platforms:

• General knowledge of server, storage, network and cloud infrastructure (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 standards and regulations (GDPR, ISO 27001, SecNumCloud, PAMS certification requirements)

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.)
• Ability to use LLM languages to improve productivity (analysis, reporting, summarisation)
• Excellent team management and leadership skills.
• Ability to solve problems proactively and make informed decisions.
• Strong organisational skills and the ability to manage priorities.
• Good analytical and interpersonal c