CDI - Integration Service Delivery Manager - Corporate H/F - Chanel

ABOUT THE JOBThe 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-SeineLanguage: EnglishWHAT IMPACT WILL YOU CREATE AT CHANELService Operations ManagementOversee 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 perimeterIncident & Problem ManagementServe 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 ManagementInternal/External Clients: Communicate service status, incidents, and planned maintenance.Vendors/Partners: Manage support contracts (L2/L3) and ensure vendor performance aligns with commitments.Technical Teams: Facilitate collaboration between all involved teams -internal & partnersContinuous ImprovementIdentify 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 baseDrive a shift left activityReporting & GovernanceProduce regular reports (monthly, quarterly) on service performance.Present KPIs and metrics to IT and business leadership.Ensure compliance with security policies and regulationsYOU ARE ENERGIZED BYLeading cross-functional teams and collaborating with various stakeholders (internal/external)Improving service stability and operational excellenceManaging critical incidents and driving root cause resolutionPromoting best practices and continuous improvement (ITIL, Lean IT, automation)WHAT YOU WILL BRINGYou will be successful in this role if you:Have 7+ years in IT service management, with a focus on RUN operations (production, support, maintenance)Demonstrate proficiency in ITIL v4Bring strong leadership skills and experience managing cross-functional and offshore teamsThrive under pressure and manage critical situations (major incidents) effectivelyCommunicate clearly in English (French is a plus)Your background typically includes:Integration platform knowledge (Microsoft Azure, IPaaS, APIM, BizTalk)Tools: ServiceNow, Jira Service Management, Dynatrace, ELK stackTechnical knowledge: Cloud infrastructure (AWS/Azure/GCP), networking, databases, middleware, containers (Docker, Kubernetes), CI/CDDegree in Computer Science, IT Management, or related fieldCertifications: ITIL 4 Foundation/IntermediateWHAT CHANEL CAN OFFER YOUThrough this role, CHANEL offers a unique opportunity to :Join a global transformation team at the heart of Chanel's tech strategyGrow your leadership skills in a demanding, high-visibility environmentBe part of a culture that valuescuriosity, collaboration, and individual growthAt Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Chanel.