IT Service Delivery Manager

2 months ago

القاهرة, Egypt Orange Business Full time

**Votre rôle**:
**Job Summary**:
We are seeking a highly skilled and proactive Service Delivery Manager (SDM) to oversee and manage the delivery of cloud infrastructure services with a strong focus on Kubernetes-based platforms. As an SDM, you will be responsible for ensuring seamless operation, meeting service levels, and driving continuous improvement within the infrastructure. You will work closely with support teams, clients, and service providers to optimize the performance of our cloud infrastructure, proactively identify gaps, and ensure exceptional service delivery.

**Key Responsibilities**:

- Platform Expertise: Develop a deep understanding of our hosting platform (CAAS CNP), including key stakeholders and operational roles.
- Support Process Optimization: Review and enhance the support process across different support levels, ensuring smooth issue resolution and service continuity.
- Best Practices & SLAs: Guide customers on best practices to prevent outages and maintain infrastructure SLA.
- Customer Collaboration: Build strong communication channels with customers (Application MOE) to understand their needs and implement improvements to the CAAS CNP platform.
- KPI & Performance Monitoring: Create and analyze CAAS CNP infrastructure KPIs to proactively detect gaps and improve system reliability.
- Service Improvement Plans (SIP): Identify improvement actions for any gaps or single points of failure identified in the infrastructure to maintain service continuity.
- Resource Capacity Management: Work closely with support teams and Design Authority to manage CAAS CNP resources, ensuring optimal capacity.
- Resource Utilization Reviews: Periodically review resource utilization and adjust to prevent bottlenecks.
- Communication: Maintain open communication with customers during planned and unplanned outages, providing regular updates.
- SPOC for CAAS CNP: Act as the single point of contact for CAAS CNP infrastructure and liaise with other support entities (Network, Security, GDO, DA).
- Service Provider Enhancement: Continuously review and enhance services provided by DA & GDO to address any detected gaps.
- Proactive Service Improvements: Work closely with DA & GDO to enhance services and avoid disruptions to the infrastructure.

**Votre profil**:

- Professional working experience of 5+ years.
- Technical understanding Kubernetes platforms, including deployment, monitoring, and troubleshooting.
- Knowledge of different cloud infrastructure platforms (AWS, Google Cloud, Azure) and container technologies like Docker.
- Overall knowledge about infrastructure monitoring tools such as Prometheus, Grafana, or ELK Stack.
- Experience as a Service Delivery Manager or similar role is preferred.
- Understanding of ITIL best practices and service management frameworks.
- Understanding of SAFe framework.
- Experience managing service levels (SLAs), key performance indicators (KPIs).
- Excellent communication skills with the ability to collaborate effectively with customers and different stakeholders.
- Ability to handle high-pressure situations, manage multiple priorities, and drive continuous improvement initiatives.

**Education & Certifications**:

- Bachelor’s degree in engineering, Computer Science, Information Technology, or related field.
- Certifications in Kubernetes (e.g., Certified Kubernetes Administrator - CKA) or Cloud (e.g., AWS Certified Solutions Architect) preferred.
- ITIL certification or similar service management certifications are an advantage.
- Perfect English spoken and writen, French is a plus

**Le plus de l'offre**:

- The SDM will work closely with cross-functional teams, fostering a culture of teamwork and open communication to ensure cohesive service delivery.
- Opportunities for training and certifications in cloud technologies and service management frameworks will be provided to support career growth.
- This position plays a key role in driving service excellencein cloud infrastructure services.

**Entité**:
Chief Technology Info Office
- Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business

**Contrat**:
CDI

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