Service Delivery Manager

You will be integrated into a systems and applications team, based in France, responsible for "Incident Management" and "Change Management" and work in close collaboration with other Orange Cloud for Business teams located in our Majors Services Centers in India, Egypt, Mauritius.

The Service Delivery Manager :

• Is fully accountable for the global service delivered to a customer(s) whatever the Orange operations teams involved,

• Ensures Service Operation is provided with all information and knowledge required to meet the agreed SLAs.

• Build and owns the Service Improvement Plan and ensure Problem Management action plans are followed and implemented

• Manages and organize the Release and Patch Management implementation and review capacity trends and take action(s) to accommodate the capacity to the forecasted usage.

• Accountable for the capacity management at a cost effective level.

• Close collaboration with Marketing, Sales and engineering when required.– Makes proposals for the evolution and enhancements of the customer services,

REQUIREMENTS

• 4 years minimum University degree in computer science

• Fluency in English is essential for this position (written, read, spoken) French is a plus

• Technical Knowledge: IT service technologies, IT service operation, IT Service Delivery

• Experience of technical projects management and team management

• Windows Server (2K3 / 2K8 / 2K12) and Virtulization Platforms like VMware, Citrix Xenapp, Openstack, Web Services (IIS, Apache) MS SQL, Active Directory

• ITIL, ISO27K, ISO20K

• Experience of customer relationship and service management

• Strong experience to work with International Customers (MNC) and ability to work under pressure