SLA Manager
Scaleway
full-time
Posted on:
Location Type: Hybrid
Location: Paris • France
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About the role
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SLA managementIncident ManagementTechnical Operationsreportingcompliance monitoringcontinuous improvement
Soft Skills
collaborationcommunicationleadershiporganizational skills
Certifications
SecNumCloud compliance