Cloud Service Delivery Manager

The Global Infrustructure & Operation Department (GIO) was created to enable high speed execution of the Groups IT transformation projects and to run global services. GIO is part of the Air Liquide IT legal entity. It delivers infrastructure services to our BIS (Business Information System) customers world wide.
The Americas Hub team within GIO is responsible for ensuring the delivery of all GIO services to its customers across all the Americas (through the 3 Clusters : North America, Latin America, Airgas) and their respective Entities, encompassing more than 25,000 employees.

Within the GIO entity, Cloud Services in the Americas Hub covers the following activities. Demand Management, Virtualization, Service Delivery, Automation & Reliability and Cloud Engineering.

The Virtualization team helps bring flexibility and performance with lowest costs for client applications which need high response time, are frequently updated or are used by a large number of users.

Applications can then be centrally managed by business owners, with no need for complex deployment strategy, and for end-users, no need to look for the latest application update. PaaS relies directly on the Service Delivery service offerings to support and provide their offers to the different BIS.

Reporting to the Automation and Reliability Service Manager, the Service Delivery Expert-Virtualization is responsible for leading the team handling the Engineering and Operating of the PaaS Virtualization solutions of GIO. This includes the Architecture of the solution and its implementation and support throughout the run chain (incident and problem management, change management, supplier management, configuration management, and release management).
The geographical focus of this role is the Americas Hub however with the ability to foster collaboration with Global Cloud Services teams across the Air Liquide Hub’s in order to promote convergence and improvement of standards, processes and best practices.Responsibilities

• Service definition and readiness management

• Understanding business and technical requirements to develop specifications using

• Managed Platform as a Service (PaaS) using Citrix Virtual Apps & Desktops and AWS Workspaces & Appstream

• Working with the different business units to develop the engineering design to support the business and operational requirements in one or more of the following areas:

• Citrix Application Delivery Controller (ADC) / NetScaler

• Citrix Studio, Storefront, Delivery Controller, Director, Universal Print Server

• Citrix Virtual Apps and Desktops

• AWS Appstream and Workspaces

• Thin Client and Zero Client devices

• AWS cloud, Citrix cloud, Azure cloud, Active Directory, DNS, Windows Server 2012 or newer operating system environments, network, and infrastructure systems

• Engineer solutions for new systems and enhancements to existing systems.

• Drives up-front planning, scheduling, and successfully deploying releases to production environment in a controlled and systematic way so as to meet service levels and avoid any impacts on existing services

• Ensure that an overall approach for service validation is defined at the outset of all solution delivery projects

• Ensure appropriate operational service documentation is created & accepted by stakeholders prior to the introduction of a new service

• Develop service readiness & risk plan & ensure that transition risks are identified and mitigated

• Plan, direct and coordinate service validation process activities

• Coordinates efforts and roadmap elaboration with other GIO Hubs towards global synergies and convergence of virtualization services

• Service monitoring & reporting

• Report and review current performance of services

• Serve as point of escalation, review and approval for key issues and decisions for all Service Management domains

• Control Asset and configuration elements are managed according to rules and guides

• Present service performance /metrics data in a way which is understandable, actionable and adds value

• Oversee daily production schedule across all platforms. This includes the prioritization and resolution of issues or change requests

• Develop the event categorization framework to qualify events and determine remediating actions. Correlate events to understand impact on business service

• Ensure all events are monitored and appropriate control actions are taken to address the events

• Ensure service provisioning in line with existing and new or amended standards and service agreements that result from new services

• Operations management

• Get involved in the resolution of critical incidents (coordination with the various support teams, the quality team, user information).

• Coordinate, in the context of changes, releases into production and evolutions (applications and infrastructures).

• Represent Cloud Services to the different CABs (Change Advisory Board)

• Ensure that the activities of the different support teams are executed and monitored in accordance with the commitment levels (SLA & KPI)

• Analyze the indicators in order to suggest improvements and help in decision-making in order to sustainably improve our performance vis-à-vis our BIS clients.

• Be the point of contact for our customers (BIS) and our partners as part of the collaboration with the various Cloud Services teams

• Capacity & Availability management

• Manage the day-to-day capacity and availability of services

• Ensure customer requirements are correctly translated into realistic capacity and availability goals

• Ensures that all risks to capacity and availability are identified and appropriately handled

• Drive production and maintenance of an up-to-date capacity plan

• Assist with diagnosis and resolution of capacity and availability related incidents and problems

• Supplier Relationship Management

• Manage the day-to-day supplier performance and service issues

• Track and analyze SLAs and KPIs

• Verify service performance with supplier against stated operational level agreements

• Conduct regular supplier review meetings and request improvements

• Manage any escalations across Cloud Services in order to deliver and maintain a nominal level of quality.

• Assist in identifying potential service improvement opportunities

• Ensure service usage is metered and reported accurately as per the usage terms and conditions

• People Management

• Ensure Activities are performed by following Group Safety procedures

• Manage, develop and lead a team of Solutions Experts

• Allocate capacity to right activities & plan for additional resources required

• Manage, coach, and mentor team members. Provide specific, timely, and constructive performance feedback

• Establish vision, direction, and specific objectives for team efforts; encourage collaboration

• Follow HR policies and procedures in people management activities

• Manages skills development

• Promote customer-orientation mind in the team

Competencies and Profile

Education Requirements

• Bachelor’s degree in Computer Science, Management Information Systems or other relevant area (or equivalent experience)

General Requirements

• 7 - 10 years of experience in IT Service Management & Operations, Configuration/Asset management, Capacity/Availability management in large multinational companies

• 3 - 5 years of Supplier relationship management

• 3 - 5 years Team management, including large outsourcing teams

Knowledge and know-how specific to the position

• Experience including hands-on with Windows Operating Systems and Virtualization

• Proficiency including hands-on experience in implementing, deploying or supporting Citrix Virtual App and Desktops

• Extensive and Proven working experience with at least 5 of the following: Windows Server (2003, 2008, 2012, 2016, and above), VMware, Microsoft Active Directory, DNS, VPNs, VEEAM backup & replication, Firewalls, Routers

• Experience managing TCP/IP, DNS, DHCP, services in enterprise infrastructure

• Strong background with Roaming Profiles, Group Policy, Active Directory

• Knowledge of AWS and Azure Cloud environments

• Knowledge and experience with IP networks, servers, SANs and other infrastructure

• Citrix Virtual Apps Service on Microsoft Azure (CC-VAD-MA) certification is optional

• Citrix Certified Professional - Virtualization CCP - V certification is optional

• Citrix Certified Associate - Virtualization CCA - V certification is optional

• Good understanding of the architecture of the IT production system and how it works

• Good understanding of service management tools for event management, provisioning, and monitoring

• In-depth knowledge of production methods and standards (ITIL)

• Incident Management

• Change / Request Management

• Problem Management

• Knowledge of asset management

• Experience of assets and logical CMDB methods.

• In-depth knowledge of ITSM with a preference to Service Now

• Proficiency in managing service providers, outsourcing companies

• Fluency in English mandatory in a multicultural environment. French or Spanish is a Plus

Critical competencies

• Strong appetite for the latest cloud technologies, trends, standards, products, & applicability

• Able to think creatively & exploit opportunities

• A demonstrated ability in successful problem-solving and management of multiple tasks/priorities. Ability to effectively manage a crisis situation (technical problem)

• Autonomy and organization in order to better manage its perimeter

• Proven interpersonal, analytical, presentation, and organizational skills

• Effective communication skills

• Ability to evolve easily, foster collaboration and consistency within teams across multiple organizations and countries (including major outsourcers)

• Responsiveness and availability to ensure good service to users

• Listening and dialogue to understand needs and problems encountered by users

• Qualitative and quantitative analytical skills with ability to collect and correlate information and data.

• Highly efficient written skills (documenting standards, process and procedure guides, runbooks)

What's Next:

If you are excited about thriving in a collaborative and challenging work environment, then please apply with your resume. For further information, please visit www.Airgas.com

Qualifications
EOE AA M/F/Vet/Disability