IT Infrastructure Service Delivery Manager

Position Title: IT Infrastructure and Service Delivery Manager

Level: Mid-Level

Department: Information Technology / Managed Services

Location: Mainly Le Meux, France , with weekly/bi-weekly on-site presence in Saint-Malo, France , and possible additional sites in the future

Employment Type: Full-time

Language Requirement: Fluent French and good English

Position Summary

We are seeking a mid-level IT Infrastructure and Service Delivery Manager to manage client-facing IT service delivery for French-speaking accounts. This role serves as the primary point of contact for clients and is responsible for ensuring the smooth delivery of infrastructure services across on-premises and cloud environments.

The successful candidate will coordinate closely with internal infrastructure, SAP, support, and off-shore delivery teams to ensure service quality, timely issue resolution, and strong customer satisfaction. This role requires a strong understanding of IT infrastructure operations, service management processes, stakeholder communication, and escalation handling in an international delivery environment.

Key Responsibilities

• Act as the primary point of contact for French-speaking clients for all service delivery and infrastructure-related matters
• Oversee the delivery of IT infrastructure services , including servers, cloud platforms, networks, and security services
• Coordinate and collaborate with off-shore SAP and infrastructure teams to ensure effective and seamless service delivery
• Manage and drive the resolution of service issues, incidents, and escalations across technical teams
• Work closely with internal teams including infrastructure, SAP, and support functions to ensure consistent and high-quality service performance
• Conduct regular service review meetings with clients and provide clear operational reporting on service performance, incidents, risks, and improvement actions
• Monitor service levels, identify delivery gaps, and initiate corrective actions where required
• Ensure effective communication between customer stakeholders and technical delivery teams
• Support incident, change, and problem management processes in line with ITIL-based service delivery practices
• Build strong relationships with client stakeholders and maintain a high level of customer satisfaction
• Drive continuous improvement across service delivery, communication, and operational coordination
• Travel regularly between Le Meux and Saint-Malo , with flexibility to support additional client sites in the future

Required Qualifications and Experience

• Minimum 5 years of experience in IT Infrastructure Management , Service Delivery , or similar roles
• Strong understanding of IT infrastructure environments , including on-premises infrastructure and cloud platforms such as Microsoft Azure
• Good exposure to working with SAP teams in a service delivery or infrastructure support context
• Solid knowledge of ITIL processes , especially Incident Management, Change Management, and Problem Management
• Experience in managing customer-facing operations and coordinating across multiple technical teams
• Proven ability to handle escalations and drive issues through to resolution
• Experience working in an international delivery model with off‑shore teams is highly desirable

Language Requirements

• Fluent French is mandatory
• Good written and spoken English communication skills

Key Skills and Competencies

• Strong stakeholder management and client communication skills
• Excellent problem-solving and escalation management capabilities
• Strong cross-functional coordination skills
• Ability to work effectively between clients, technical teams, and internal stakeholders
• Strong business communication skills, especially in a client-facing environment
• Structured, service-oriented, and proactive working style
• Willingness to travel regularly for on-site presence and stakeholder engagement

Preferred Profile

• Experience in managed services or outsourced IT delivery environments
• Familiarity with hybrid IT landscapes combining infrastructure, cloud, and enterprise application support
• Experience preparing and presenting service reports, action plans, and service improvement updates to customers
• Comfortable working in multicultural and distributed team environments

Success Measures

Success in this role will be measured by:

• High client satisfaction and strong stakeholder relationships
• Effective coordination across infrastructure, SAP, and support teams
• Timely escalation handling and issue resolution
• Consistent service delivery performance and SLA achievement
• Clear and professional service review reporting
• Continuous improvement in service quality and communication