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About the role
- SLA Manager coordinating SLA lifecycle to enhance customer satisfaction and internal productivity at Scaleway. Collaborating across teams in a hybrid work environment.
Responsibilities
- Coordinate the definition, measurement, and application of SLAs across Scaleway’s product portfolio.
- Establish a comprehensive roadmap for SLA management, auditing the current state and defining the target vision.
- Manage the integration of SLA terms into client contracts and oversee the penalty/credit policy in collaboration with Finance and Sales.
- Produce and automate accurate reporting on service levels using tools like Metabase, Grafana, and Redash.
- Collaborate with Engineering and Product teams to define technical standards and incident management protocols regarding SLAs.
- Monitor compliance with SecNumCloud requirements regarding service levels.
- Act as the primary point of contact for all SLA-related inquiries, providing visibility to the leadership team.
- Drive continuous improvement initiatives to enhance operational rigor and business alignment.
Requirements
- Minimum 10 years of experience, with a strong background in SLA management, Incident Management, or Technical Operations.
- Previous experience at a Cloud Provider or in a similar high-scale tech environment is highly preferred.
- Proficiency with engineering and reporting tools such as Grafana, Jira, Redash, and Metabase.
- Strong understanding of Cloud technologies and the ability to bridge the gap between technical metrics and business commitments.
- Familiarity with SecNumCloud standards is a significant plus.
Benefits
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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