Hpc Service Manager

**OUR STORY**:
\uD83C\uDDEA\uD83C\uDDFA Join Scaleway and shape the sovereign cloud of tomorrow

Since 1999, we have been designing secure, sustainable infrastructures aimed at supporting the most ambitious companies.

Historically known for our dedicated servers (Dedibox), we made a strategic shift to cloud computing in 2015. Staying true to our principles of simplicity, flexibility, and technical excellence, we have become one of the leading players in Europe in the sector.

With the rise of artificial intelligence, we have strengthened our commitment, supported by the Iliad Group, which is investing €3 billion to develop a serious, sovereign AI alternative to American and Asian giants.

Every day, thanks to our rich catalog of products and services (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves 38,000 private and public sector clients, from Photoroom to Mistral AI, Golem AI, and ADEME.

\uD83D\uDCCD Our offices are located in **Paris, Lille, Toulouse, Bordeaux, and Lyon.**

**WHY WE NEED YOU ?**

Our growth is driving us to strengthen our Infrastructure Support & Services team to support the structural and operational rollout of our HPC cluster service organization.

Your mission will be to coordinate and maintain our large-scale HPC/AI clusters, acting as the central point of contact for service delivery, escalation management, and vendor coordination to ensure high availability and client satisfaction.

**YOUR FUTURE TEAM**:
We work in a collaborative and international environment where the diversity of Scalers, combined with a spirit of sharing, helps bring new projects to life every day, advancing our ambitions together.

You will be part of a transversal team, acting as the SPOC for both internal teams (HPC, HW Support, SRE, Customer Care) and external vendors (Nvidia, Dell, HPE, amongst others).

The team is currently in the process of structuring its processes to ensure effective and sustainable maintenance of our HPC infrastructures.

**Manager**:Actuellement VP Hardware chez Scaleway, Stéphane DUTILLEUL bénéficie de 19 ans d’expérience dans le service et le support, acquise aussi bien chez des constructeurs comme Sun Mycrosystems et Oracle, que lors de ses 7 dernières années chez Scaleway, où il a contribué activement à la structuration et à l’excellence des services.

**YOUR DAILY ROUTINE**:

- Support the operational rollout of the HPC support organization
- Act as a coordination point between internal teams and hardware/software vendors
- Manage and follow up on hardware/software issues with vendors and data centers
- Track and escalate critical incidents impacting HPC clusters
- Interface with Customer Care and contribute to client satisfaction resolution processes
- Oversee vendor SLAs, support performance reviews and COPILs
- Maintain structured documentation (Confluence) and track activities via JIRA
- Contribute to the definition and tracking of KPIs for service quality
- Ensure the continuous improvement of internal support processes
- Facilitate communication and collaboration across teams and external partners

**ABOUT YOU**:
**SOFTSKILLS**:

- Passionate about cloud computing and hardware
- Strong organizational skills and decision-making capacity
- Ability to synthesize technical and operational information
- Comfortable communicating with both internal stakeholders and clients
- Leadership mindset with a pragmatic, problem-solving attitude

**HARDSKILLS**:

- Excellent command of English
- 5-10 years experience in infrastructure support, ideally HPC/AI cluster environments
- Strong technical understanding of hardware systems (performance, storage, network)
- Previous experience with vendor coordination (Dell, HPE, NVIDIA, etc.)
- Familiarity with support environments using tools like JIRA, Confluence, DC portals
- Experience in escalation management or service/tactical account management

**WHAT YOU WILL FIND AT SCALEWAY ++++**

**Hybrid work**: We offer up to 3 days of remote work per week.

**Offices**:Our offices are spacious, dynamic workspaces with bold design, conveniently located near public transport. Most of our offices feature outdoor spaces (terraces) and bike parking facilities.

**Dining**: Our chef provides a healthy meal service at the headquarters, and breakfast is available across all our sites year-round. Scalers working from regional sites enjoy a Swile card for lunches.

**Well-being commitments**: Whether it’s access to a gym, daycare places, or discounted services for caring services, Scaleway is committed to supporting Scalers in maintaining a balanced life.

International environment: With dozens of nationalities, Scaleway offers a stimulating environment where English is as widely spoken as French.

**Career & Mobility**: Our managers value internal mobility, and opportunities to transition to other entities within the Iliad Group are accessible to all Scalers.

**Why join the Scaleway adventure ?**

**✔ A rich and diverse p