Network Service Delivery Manager

Job Description

CHANEL invests significantly to provide to its employees and partners the best environments and technologies in order to improve their productivity, individually and collectively, to carry out their mission effectively, and to contribute to long-term brand equity of La Maison.In this context, Global Infrastructure Services (GIS) team is in charge of the design of all IT infrastructure in accordance with the companys strategy and by maintaining it at the state of the art.Within GIS, the Network Service Line is in charge of the network infrastructures composed of MAN, LAN, SD-WAN, WIFI, IoT and WEB Security technologies to provide secure access to services.The activity concerns all countries covered by CHANEL.Your mission @CHANEL :The purpose of the Network Service Delivery Manager position is to make sure that Network Services are seamless delivered to CHANEL users, that they meet the current business expectations and will cover his future needs.Main missionsCoordination of Activities

• Lead project teams and manage global projects from the initialization phase to the running phase.
• Develop a deep understanding of projects to gain insights into the scope of Network services delivery
• Collect and challenge the needs in its technical domain within the framework of the evolutions and business projects.
• Participate in the definition of the Network and Security road-map by integrating the business and technological components.
• Be a driving force behind the transformation of the companys Network and Security infrastructures in its human and technological dimensions.
• Implement, monitor and deploy the companys strategy in its technical and operational domain.
• Participate in the elaboration of guide lines and recommendations document in his/her domain.
• Manage suppliers, control contractual and financial commitments, manage budgets.
• Take ownership of critical incidents, coordinate with teams, and establish effective communication between stakeholders for post-incident reviews.
• Set up and ensure the management of contracts in his/her domain, their performance and associated reports.
• Be responsible for the documentation in his/her domain and ensure that it is consistent, available, maintained, up-to-date, distributed and applied.

Service Level Management

• Guarantee the quality of service by ensuring the implementation and compliance with benchmarks and performance and quality indicators.
• Manage the outsourcers in his/her domain and ensure compliance with contractual commitments.
• Implement and maintain the necessary tools and processes.
• Define the performance and service quality indicators, monitor and communicate them.
• Ensure that standards and recommendations are followed.
• Ensure the management of incidents/changes/issues in his/her area.

Animation and Communication

• Share with internal IT partners the evolution of services in his/her domain (design, catalog, performance....)
• Lead governance meetings with regional IT partners.
• Build and enrich the service catalog by federating the global IT community

A little about you :Quantitative objectives :

• Keep up-to-date and monitor the Network Services Dashboards (Define and Maintain KPIs).
• Keep up-to-date the Network Services Catalogue.
• Manage evolution projects according to the needs and in compliance with the constraints and planning.
• Write Documentation on evolutions and new projects

Qualitative objectives :

• Communicate both verbally and in writing, complete information in a clear and transparent way.
• Collaborate with transversal teams in an international context.
• Manage and develop the services, including solutions and external partners. Share the vision and roadmaps of the activity.
• Engage the Regional Service Owners on a worldwide scale by sharing the vision, roadmaps and strategic plans in order to onboard them as a global team.
• Be a genuine Team Player
  • Work together with CHANEL IT communities.
  • Work collaboratively with the sourcing department to define the sourcing strategy for the domain and co-drive the relationships with the key partners and providers.

Line ManagerThe Network Service Delivery Manager reports to Network Service Line Owner.Other relationshipsInternal

• Digital Workplace teams in GIS
• Project managers (Business IT)
• Application management teams
• Infrastructure business partners
• Support teams
• IT regions, countries
• Local support team on-site
• Sourcing, legal and finance teams
• Cybersecurity team

External

• Service Providers, Operators
• Hosting services providers
• Outsourcers
• Software solutions Editors
• Vendors
• Maintenance providers
• Integrators
• Consultants

Job characteristics

• Team management: 0 internal people, external if necessary
• Position Status: ?Cadre?
• Workplace location : Neuilly Sur Seine
• Full time

Qualifications and Education/Certification

• Education: Computing Engineer formation
• 7+ years of experience in Network technologies : WAN / MAN / SDWAN / Campus LAN / WLAN / LAN Datacenter / WEB Security
• Required experiences in ITIL processes (ITSM tool ServiceNow knowledge appreciated)
• Crisis management experience required.
• Network and Security support coordination experience required (WAN/LAN/WiFi/PROXY/Security/Cloud).
• Required experiences in global project management.
• Very good knowledges and required experiences in Cloud architecture (AWS, Azure).
• Very good knowledges in Security solutions (Firewalling, Authentification, web proxy)
• Knowledge of supervision and administration tools.
• Ability to challenge technologies and suppliers.
• Languages: English fluent.
• Availability : ASAP

Complex criteria to evaluate

• Strong commitment to services delivery. Able to manage stress.
• Ability to bridge, onboard, explain, adapt his/her communication according to the situation and according to his/her interlocutors even for non-expert people.
• Rigor, agility, empathy and respect of good practices
• Ability to positively challenge technologies and ways of doing things.
• Keen curiosity, open-mindedness.
• Autonomy and strong technical/economical proposal to onboard his/her interlocutors.
• Ability to say no and defend one?s point of view with calm and open-mindedness when necessary.
• Rigor and ability to measure and manage risks.
• Agility in communication and persuasive in dealing with his/her interlocutors.

Keyskills :