🛠 Tech Stack

💼 About This Role

You'll coordinate the entire lifecycle of SLAs at Scaleway, a leading European cloud provider. Your core impact is ensuring maximum customer satisfaction while significantly improving internal productivity on SLA management. This high-impact role reports directly to the COO and spans across engineering, sales, finance, product, and customer care.

🎯 What You'll Do

• Coordinate definition, measurement, and application of SLAs across product portfolio.
• Establish comprehensive roadmap for SLA management, auditing current state.
• Manage integration of SLA terms into client contracts and oversee penalty/credit policy.
• Produce and automate accurate reporting using Metabase, Grafana, Redash.
• Act as primary point of contact for all SLA inquiries, providing visibility to leadership.

📋 Requirements

• Minimum 10 years of experience in SLA management, Incident Management, or Technical Operations.
• Previous experience at a Cloud Provider or similar high-scale tech environment.
• Proficiency with engineering and reporting tools such as Grafana, Jira, Redash, and Metabase.
• Strong understanding of Cloud technologies and bridging technical metrics to business commitments.

✨ Nice to Have

• Familiarity with SecNumCloud standards.
• Experience with Jira and Metabase.
• Background in cloud infrastructure or IaaS.

🎁 Benefits & Perks

• 🏢 Hybrid work: Up to 3 days remote per week.
• 🍽️ Meal service: Chef-prepared healthy meals at HQ, Swile card for regional sites.
• 🏋️ Well-being: Gym access, daycare places, discounted caring services.
• 🌍 International environment: Dozens of nationalities, English widely spoken.
• 🔄 Career mobility: Internal mobility and opportunities across Iliad Group.

📨 Hiring Process

Discovery call with recruiter, manager interview, cross-functional team interviews, case study, and HR interview.