CLOUD SERVICE DELIVERY MANAGER

MAIN RESPONSIBILITIES

* Oversee the end-to-end delivery, ensuring alignment with business objectives and regulatory requirements.

* Act as the primary point of con tact for Cloud & Managed Apps domain, managing both internal teams an d external partners/vendors.

* Monitor and report on service performance, ensuring agreed-upon KPIs and SLAs are met or exceeded.

* Man age Incident resolution with relevant technical teams, make sure root cause analysis are shared on time

* Manage stakeholder communication, expectations, and satisfaction regarding Cloud an d Man aged App Services.

* Ensure compliance with security standards, policies, and best practices.LEAD TASKS

• Monitor incoming demands for Technologies & Infrastructures and ensure solutions are being proposed for functional needs that are not yet covered in line with the overall system coherence,
• Create service catalogue and identify new services,
• Ensure the corrective, evolutionary and technical maintenance of the Technologies & Infrastructures, optimise the system / technology development and performance taking proactive action to ensure stable and secure application and infrastructures to avoid potential service disruption,
• Define and manage the support services and supervise its functioning within the defined standards (define and review KPIs, metrics and SLAs and oversee performance), Coordinate the different experts needed in order to deal with incidents from level 2 and 3, Manage escalations, crises and exceptional situations and define the emergency action plans,
• Participate in the selection of external suppliers as well as the outsourced services contracted, and follow-up on associated governance
• Develop and maintain effective relationships and communication with internal users and/or external suppliers, understanding and managing vendor contracts (Technical, business and Legal aspects), and financial engagements
• Produce documents and templates describing our services, and components to establish compliance with relevant documentation requirement; ensure they are valid and up to date and that functions and features are documented in an appropriate way,
• Coordinate and/or manage the internal/external human resources.
• Track and report on service metrics, preparing regular dashboards and executive reports.
• Lead incident and problem management processes related to Cloud and Managed Apps Domain.
• Collaborate with IT, security, and business teams to understand requirements and deliver enhancements.