Client Delivery Manager (CDM) Hosting

Client Delivery Manager (CDM) Hosting at Sopra Steria in Tunis, Tunisia, Tunisia.

Responsibilities

• Customer relationship management
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• Be the customer's preferred contact for Hosting services.
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• Organize and lead operational and steering committees.
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• Ensure monitoring of contractual commitments and SLAs.
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• Anticipate needs and identify opportunities for continuous improvement.

Monitoring of production and quality of service

• Guarantee the availability and performance of hosted infrastructures.
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• Monitor major incidents and associated action plans.
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• Analyze performance indicators (SLA, availability, capacity, security).
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• Produce and present operational reports.
• Team coordination
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• Coordinate operations, infrastructure, security teams and external partners.
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• Facilitate the resolution of complex problems and arbitrate priorities.
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• Ensure the proper execution of changes and releases into production.
• Financial and contractual management
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• Monitor consumption and costs of services.
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• Participate in the preparation of budgets and forecasts.
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• Identify financial risks and contractual gaps.
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• Contribute to contractual renewals and developments.
• Risk management and continuous improvement
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• Manage service improvement plans (SIP).
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• Follow up on audits and compliance requirements.
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• Identify operational risks and implement preventive actions.
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• Participate in continuity and crisis management exercises.

Requirements

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• Good knowledge of Hosting, Cloud and Datacenter environments.
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• Mastery of ITIL processes (Incident, Problem, Change, Service Level Management).
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• Customer relationship management.
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• Management of service providers and cross-functional teams.
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• KPI analysis and reporting.
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• Communication and management of crisis situations.
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• Bac+5 Computer Science or Telecommunications.
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• Minimum 5 to 10 years of experience in IT or Hosting service management.
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• ITIL certification preferred.
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• Professional English.
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• Excellent communication in French

About the Company

Sopra HR Software, a subsidiary of Sopra Steria, offers complete HR solutions perfectly adapted to the needs of Human Resources Departments and medium and large organizations, in the public and private sectors.

Specialist in HR management, payroll and talent management in a local and international context, Sopra HR supports more than 950 clients, in “on-premise” or cloud mode.

Partner in the success of its clients' digital transformation towards HR 3.0, Sopra HR, a global player in Human Resources, favors Co-innovation, promotes HR performance issues and highlights the employee experience.