Cloud Infrastructure Service & Demand Manager

Description du poste:

The Cloud Infrastructure Service & Demand Manager is a dual-hat role sitting at the crossroads of demand governance and service delivery excellence. You are both the trusted partner of business and IT stakeholders for all Cloud infrastructure requests, and the guarantor of service quality, continuity, and performance across the Cloud portfolio.

The Team
You will join the Platform & Operations team. It is a dynamic, collaborative, and supportive environment bringing together expertise in operations, cloud, managed applications, governance, and transformation. The team works on visible and meaningful topics, with strong interactions across stakeholders and domains, offering a great opportunity to contribute to service performance, continuous improvement, and the evolution of key operational practices. It is a place where you can have a real impact, share ideas, and grow within a team that values cooperation, ownership, and innovation.

Details of the mission
1/ Demand Management
Collect, qualify, and centralize all Cloud infrastructure service requests from business and IT teams.
Assess technical and financial feasibility in collaboration with Cloud architects and engineers
Maintain a structured, prioritized, and transparent demand backlog
Facilitate demand review boards and prioritization committees with key stakeholders
Contribute to the evolution of the Cloud service catalog and self-service capabilities

2/Service Delivery Management
Own end-to-end service delivery for Cloud infrastructure Managed Application services, ensuring SLA/OLA compliance across all managed domains
Serve as the primary escalation point for service issues, incidents, and service degradations
Coordinate with Cloud Operations, Engineering, and Security teams to ensure service continuity and quality
Lead service review meetings (weekly, monthly, quarterly) with internal customers and providers
Drive continuous service improvement plans based on performance data and stakeholder feedback

3/ Stakeholder & Vendor Management
Build and maintain strong relationships with internal customers, Cloud providers, and strategic partners
Manage vendor performance through regular service reviews and contractual SLA tracking

4/ Documentation & Process Management
Create, structure, and maintain operational documentation and process materials.
Ensure documentation is up to date, accessible, and aligned with governance needs
Maintain collaboration spaces and knowledge repositories such as Confluence. Standardized templates, reports, and process documentation where relevant

5/ Continuous Improvement
Identify bottlenecks and inefficiencies across the demand-to-delivery lifecycle
Champion automation and standardization initiatives to accelerate service provisioning
Promote a DevOps and platform engineering culture within the teamc

Mandatory Skills & Experience
Technical / Functional Skills
* Good knowledge of IT service management principles and governance practices
* Solid understanding of Cloud architectures (IaaS, PaaS, SaaS)
* Experience with reporting tools such as Power BI or equivalent
* Understanding of CMDB / data quality management is a strong plus
* Budget follow-up and cost control awareness is a plus
* Experience with SAP BASIS, Infrastructure and Cloud environments

* Interest in leveraging new technologies and innovative solutions to improve service delivery, reporting, governance, and operational efficiency
Soft Skills
* Strong organizational and coordination skills
* Strong sense of ownership and accountability
* Excellent communication and stakeholder management skills
* Ability to work with both operational and management-level stakeholders
* Proactive and solution-oriented approach
* Continuous improvement mindset
* Team spirit and collaborative way of working
* Ability to propose new ideas and pragmatic innovations to simplify, optimize, and improve run activities
* Curiosity and openness toward new technologies, new ways of working, and service improvement opportunities

Language:
Professional English (written and spoken) is mandatory for daily collaboration in this international role.

Nice to Have skills
* Strong ownership of service quality, demand management and operational governance
* Reliable follow-up of actions, risks, issues, and performance indicators
* Clear and structured communication with stakeholders and partners
* Ability to maintain service stability while driving improvements
* High level of rigor in documentation, reporting, and process execution
* Flexibility to support transversal operational topics and projects when required