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Neuilly-sur-Seine, Île-de-France, France
Onsite
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
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
Internal/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 & 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
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
Leading cross-functional teams and collaborating with various stakeholders (internal/external)
Improving service stability and operational excellence
Managing critical incidents and driving root cause resolution
Promoting best practices and continuous improvement (ITIL, Lean IT, automation)
You 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 v4
Bring strong leadership skills and experience managing cross-functional and offshore teams
Thrive under pressure and manage critical situations (major incidents) effectively
Communicate 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 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
Certifications: ITIL 4 Foundation/Intermediate
Through this role, CHANEL offers a unique opportunity to :
Join a global transformation team at the heart of Chanel's tech strategy
Grow your leadership skills in a demanding, high-visibility environment
Be part of a culture that values curiosity, collaboration, and individual growth
At 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.