IT Infra Service Delivery Manager

OverviewLocation: Paris, France. Infra SDM is part of Global IS organization. Context: The Industrial Solutions & Projects Business Group separated to Lynxeo. The company focuses on cables and complex solutions for industrial customers with a global reach and 21 sites. The Infra Service Delivery Manager (SDM) ensures service delivery across IT infrastructure services and coordinates with suppliers and regional incident managers to meet SLA/KPI commitments.ResponsibilitiesEnsure KPI and SLA alignment with contract commitments and maintain adequacy with expectations.Monitor supplier billing in accordance with orders and ensure incidents are followed up to obtain appropriate supplier response (in coordination with Regional Incident Manager).Oversee delivery to align with architectural design and contract requirements; support Operations managers for KPI consistency and consolidation.Oversee all IT infrastructure services (network and telecom, datacenter and hosting, digital workplace) to ensure service levels, incident management, and continuous improvements across domains.Areas of Responsibility include contract management, delivery, operation & support, continuous improvement, and knowledge management, with focus on network/telecom, datacenter, digital workplace, and cloud operations.Key ActivitiesContract management: review agreements, publish SLAs/KPIs/penalties, organize governance and financial reporting, ensure minutes and actions are published, coordinate with Lynxeo areas.Delivery: set up and publish standardized SLAs/KPIs, implement reporting templates and dashboards, ensure services meet agreed levels, and enforce supplier governance and penalties when needed.Operations & Support: monitor incidents and changes, escalate as needed, oversee cloud operations (e.g., Microsoft Azure), support production moves for new projects.Continuous Improvement: run monthly/quarterly bandwidth and capacity reviews, share information with stakeholders, drive CSI with SIPs and KPIs/SLAs, review incidents and changes with suppliers, and drive cost optimization.Knowledge management: update documentation across all IT infrastructure services.Required SkillsService Delivery Management: end-to-end service delivery, SLA/KPI management, service reporting, and external vendor management.Incident Management: strong ITIL-based incident/change management capability; lead resolution of complex network issues.Project Management: manage infra-related projects and cross-functional coordination.Technical Expertise: network architecture (LAN/WAN/SDN/datacenter/workplace); experience with Cisco, Microsoft, SSO, MFA, VPN; security tech (firewalls, NAC, WAF, IAM, XDR); QoS and Teams integration.Vendor & Contract Management: performance evaluation, SLA/penalty adherence, cost forecasting and variance analysis.Technical Support & Troubleshooting: Level 1/2 support, VIP support, monitoring tools.Leadership & Communication: leadership of technical teams, reporting to senior management, fluent in French and English (B2+).Tools & Technology: SD-WAN, on-prem and cloud hosting, IAM operations; ITIL tools for incident/change/problem management.Business Acumen: budgeting, cost optimization, alignment with business objectives.Additional: WAN/SD-WAN management for large networks; high-availability environments; cloud-based collaboration platforms.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionInformation TechnologyIndustries: ManufacturingReferrals increase your chances of interviewing at Lynxeo. We’re unlocking community knowledge with insights provided in articles, starting with AI assistance. #J-18808-Ljbffr