Consultant Infra et SDM

Nous recherchons pour l'un de nos clients du secteur industriel et international un Consultant Infra et SDM sur la défense.

Purpose :

The Infra Service Delivery Manager (SDM) ensures

• KPI and SLAs are in line with the contract's commitment and remain adequate with expectations.
  
• Follow suppliers billing in adequation with the order
  
• Services delivered are aligned with the agreed architectural design and contract
  
• Ensure incidents follow-up when they occur (in coordination with Regional Incident Manager) to have the appropriate response from the suppliers
  

The Infra SDM supports the different Operations managers for KPIs consistency and consolidation.

The SDM will be responsible for overseeing all IT infrastructure services, including network and telecom, datacenter and hosting services, and digital workplace services. This includes ensuring service levels are met, incidents are managed promptly, and continuous improvements are implemented across all infrastructure domains

Areas of responsability :

Contract management / follow up

• Review existing agreements associated with the service delivery provider and publish
  
• Share and summarize mains SLAs, KPI, and penalties of our main suppliers and services in a simple manner  
• Organize and support the financial reporting from the provider and the budget process with the different ISP areas 
• Adress issues promptly as they arise

Network & Telecom:

• Ensure that network and telecom services are delivered in accordance with SLAs and KPIs, addressing any issues with suppliers promptly. Here are the main contracts:

Datacenter and Hosting:

• Oversee the availability, performance, and security of all datacenter and hosting services, including on-premises, private cloud, and public cloud environments.
• Manage resource optimization and cost control, ensuring efficient use of hosting platforms.
  
• Coordinate service migrations to cloud-based environments and manage hybrid IT setups.
  

Digital Workplace Services:

• Manage the delivery and support of digital workplace services, including collaboration tools, device management, and virtual desktop environments.
• Ensure that digital workplace technologies are user-friendly, secure, and aligned with business needs.
  
• Drive initiatives aimed at improving the employee experience with workplace technologies.
  

Delivery

• Manage providers delivery performance by setting up standardized and published SLAs and KPIs regularly followed-up 
• Ensure services across network, telecom, datacenter, and digital workplace functions are delivered according to service levels and quality standards. Put in place the governance agreed with the suppliers (frequency depending on signed contracts)
• Ensure proper communication with stakeholders (internal and external)
  
• Ensure that Incident process is fully in place and followed
• Oversee the communication and ensure that Performance is fully shared among users' community

Operation & support

• Support regional operations managers in monitoring ongoing incidents and changes.
  
• Escalate production incidents as needed, ensuring proper resolution.
  
• Oversee cloud operations, especially with services such as Microsoft Azure.
  
• Support the """"""""move to production"""""""" for new projects, ensuring seamless transitions.
  

Continuous Improvement

• Telco run follow-up (bandwidth, etc.)
• Ensure the info is share with all relevant parties and stored in the agreed location
  
• Ensure the follow-up is in place with the suppliers (Nomios, Newlode, Microsoft, HP, Stefanini, Accenture, Zscaler, GlobalSign, Econocom, Okta, Oxya, Orange, I-Tracing, etc. as soon as it is relevant,) and the regional teams 
• Ensure RUN activities follow-up for the managed services contracted.
• Analyze existing processes to optimize operations and reduce costs.

Service Delivery Management:

• Experience in managing end-to-end service delivery processes, including SLA/KPI management, service reporting, and billing.
  
• Ability to manage external service providers and vendors, ensuring service quality and alignment with contractual terms.
  

Incident Management:

• Strong understanding of incident management, including the ability to handle escalations and lead the resolution of complex network issues.
  
• Experience in following ITIL processes for incident and change management.
  

Project Management:

• Ability to manage infra-related projects such as IP Plan, Network segmentation, network infrastructure transitions, service migrations, HCI migrations, DLP integrations, etc.
  
• Proven experience in managing cross-functional teams, coordinating between technical and non-technical stakeholders.
  

Technical Expertise:

• Strong knowledge of network architecture design (LAN, WAN, SDN, Datacenter, Workplace) and hands-on experience with Cisco, Microsoft, SSO, MFA, and VPN technologies.
  
• Proficiency in security technologies such as firewalls (Fortinet, Palo Alto), NAC (Cisco ISE), WAF, Identity Management, XDR, etc.
  
• Knowledge of QoS configuration and optimization, especially in environments with unified communications tools like Microsoft Teams.
  

Vendor and Contract Management:

• Experience in managing third-party vendors and service providers, including performance evaluation and contract negotiation.
  
• Ability to monitor and ensure adherence to SLAs and penalties, particularly in complex infrastructure environments.
  

Technical Support and Troubleshooting:

• Ability to provide Level 1/2 technical support for infrastructure services, including troubleshooting, configuration, and monitoring.
  
• Experience with monitoring tools and protocols.
  

Skills 

• Structured, Self-Driven, Transparence and being reactive.
  
• Experience in managing infrastructure transitions and migrations.
  
• Familiarity with cloud-based communication platforms.
  
• Experience in managing WAN and SDWAN environments for large-scale networks (20+ sites), On-Prem and Cloud Hosting, IAM Operations.
• 
  
• Familiarity with high-availability environments like Datacenters or large corporate networks.
• Fluent English