CDI – Integration Service Delivery Manager – Corporate – H/F/X

About the Job

The Service Delivery Manager is part of the Global Innovation and Transformation team within the Integration department. This role reports to the Build & Run Senior Manager and works closely with the technical teams (Architect, Support teams, Infrastructure). The Service Delivery Manager is responsible for ensuring the stability, availability, and performance of IT services in production for Integration Platforms. This role focuses on operational excellence, incident and problem management, and continuous improvement of service delivery. The SDM acts as an interface between technical teams, business stakeholders, and external vendors to maintain service levels (SLAs, OLAs) and drive operational efficiency.

Location: Neuilly-sur-Seine • Language: English

Impact You Will Create at Chanel

Service Operations Management

• Oversee daily IT operations (monitoring, incident / problem management, service requests, change).
• Ensure SLA and OLA compliance for all production services.
• Track and report on key performance indicators (KPIs).
• Coordinate maintenance activities (corrective, preventive, evolutive) with technical teams.
• Animate Governance regarding Run perimeter.

Incident & Problem Management

• Serve as the escalation point for major incidents (P1/P2) and ensure timely resolution.
• Lead post-incident reviews (RCA – Root Cause Analysis) and implement corrective action plans.
• Drive continuous improvement initiatives (ITIL, Lean IT, DevSecOps practices).

Stakeholder Management

• Communicate service status, incidents, and planned maintenance to internal/external clients.
• Manage support contracts (L2/L3) and ensure vendor performance aligns with commitments.
• Facilitate collaboration between all involved teams – internal and partners.

Continuous Improvement

• Identify opportunities for automation, industrialization, and cost reduction (incl. finops).
• Contribute to the technical roadmap to anticipate changes impacting RUN operations.
• Promote best practices (mainly ITIL) incl. documentation, knowledge base and drive a shift left activity.

Reporting & Governance

• Produce regular reports (monthly, quarterly) on service performance.
• Present KPIs and metrics to IT and business leadership.
• Ensure compliance with security policies and regulations.

Qualifications

• 7+ years in IT service management, with a focus on RUN operations (production, support, maintenance).
• Proficiency in ITIL v4.
• Strong leadership skills and experience managing cross‑functional and offshore teams.
• Thrives under pressure and manages critical situations (major incidents) effectively.
• Clear communication in English (French is a plus).
• Integration platform knowledge (Microsoft Azure, IPaaS, APIM, BizTalk).
• Experience with tools: ServiceNow, Jira Service Management, Dynatrace, ELK stack.
• Technical knowledge: Cloud infrastructure (AWS/Azure/GCP), networking, databases, middleware, containers (Docker, Kubernetes), CI/CD.
• Degree in Computer Science, IT Management, or related field.
• ITIL 4 Foundation/Intermediate certifications.

What Chanel Can Offer You

• Unique opportunity to join a global transformation team at the heart of Chanel's tech strategy.
• Grow leadership skills in a demanding, high‑visibility environment.
• Become part of a culture that values curiosity, collaboration, and individual growth.
• Dedicated to creating an inclusive culture nurturing personal growth and collective progress.