SLA Manager

Overview

Position to coordinate the entire lifecycle of SLAs across Scaleway’s product portfolio, from definition and measurement to contractual application and reporting, ensuring maximum customer satisfaction and improving internal productivity.

Daily Routine

• 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.

Qualifications

• 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 ability to bridge the gap between technical metrics and business commitments.
• Familiarity with SecNumCloud standards is a significant plus.
• Leadership & Assertiveness : Ability to define standards, hold teams accountable, and drive change.
• Communication : Excellent skills in translating complex technical data into clear business insights for stakeholders.
• Tenacity : Persistent in driving long‑term structural projects.
• Rigor : Analytical mindset and keen eye for detail.
• Product & Tech Culture : Understanding of the operational reality of building and maintaining software products.

Benefits

Hybrid work: up to 3 days of remote work per week. Spacious and dynamic offices with outdoor terraces and bike parking. Healthy meal service and breakfast across all sites; Swile card for lunches at regional sites. Well‑being commitments, including gym access, daycare, and discounted caring services. International environment with English as a common language. Career mobility and opportunities to transition within the Iliad Group.

EEO Statement

At Scaleway, we are committed to building an inclusive and respectful workplace where everyone has a fair opportunity to thrive. All applications are considered with care, regardless of age, gender, sexual orientation, ethnic or social background, religion, disability, or any other characteristic. We believe great ideas come from everywhere, and everyone is encouraged to apply.