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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Operations And Reliability Manager W - M H/F - **Company:** Bienvenue Chez Lesaffre - **Location:** Marcq-en-Barœul, France - **Contract:** Permanent contract - **Skills:** SAP Cloud, Amazon Web Services, JIRA, Microsoft Azure, Software as a Service, Cloud Computing, Code Coverage, Information Systems, Data Centers, DevOps, Disaster Recovery, Monitoring of Systems, Information Technology Operations, Machine Learning, SAP (Applications), Snowflake, Grafana, Mttr, SAP Business Technology Platform, Cloud Optimization - **Published:** October 22, 2026 - **Apply:** https://www.hellowork.com/fr-fr/emplois/84682502.html ## About the Role Required Skills & Experience:Experience: 12+ years in IT production, SRE, or IT operations management within a multi-vendor Cloud environment.Observability: Hands-on experience with OpenTelemetry and Grafana (or equivalent) for collecting, correlating, and visualizing production signals.ITSM Practice: Practice of ITIL processes (Incident, Problem, Change Management) in an environment with several distinct support teams.FinOps: Cloud FinOps: consumption monitoring and analysis, cost steering, tagging policy (AWS, Azure, Snowflake). FinOps Practitioner certification appreciated.ITSM Platform: Jira Service Management.SAP Awareness: Experience in an environment with SAP in production: understand the availability stakes and escalations without being the technical expert.Coordination: Proven ability to operate an ITSM model across multiple teams: hand-offs, escalations, arbitration of cross-team priorities without hierarchical authority.Vendor Management: Experience steering MSP partners or complex managed-service contracts: SLA tracking, gap management, contractual negotiation.Communication: Ability to build operational and financial reporting legible by non-technical audiences, and to remain calm and decisive during major incidents.Languages: Fluent in English and French (written and spoken) is mandatory for local collaboration and global documentation.Nice-to-Have Skills :FinOps Practitioner certification or equivalent cloud cost-management credential.Background as a hands-on SRE, DevOps, or infrastructure engineer.Experience structuring or refounding ITSM processes in a federated support model.Familiarity with SAP Cloud cost tracking (SAP BTP, BTC).There is no such thing as a perfect' candidate. Lesaffre is a place where you can grow and in which whatever background you come with will be a plus. If you feel excited about the position, we strongly encourage you to apply even if you meet only two thirds of the requirements., * Experience: 12+ years in IT production, SRE, or IT operations management within a multi-vendor Cloud environment. * Observability: Hands-on experience with OpenTelemetry and Grafana (or equivalent) for collecting, correlating, and visualizing production signals. * ITSM Practice: Practice of ITIL processes (Incident, Problem, Change Management) in an environment with several distinct support teams. * FinOps: Cloud FinOps: consumption monitoring and analysis, cost steering, tagging policy (AWS, Azure, Snowflake). FinOps Practitioner certification appreciated. * ITSM Platform: Jira Service Management. * SAP Awareness: Experience in an environment with SAP in production: understand the availability stakes and escalations without being the technical expert. * Coordination: Proven ability to operate an ITSM model across multiple teams: hand-offs, escalations, arbitration of cross-team priorities without hierarchical authority. * Vendor Management: Experience steering MSP partners or complex managed-service contracts: SLA tracking, gap management, contractual negotiation. * Communication: Ability to build operational and financial reporting legible by non-technical audiences, and to remain calm and decisive during major incidents. * Languages: Fluent in English and French (written and spoken) is mandatory for local collaboration and global documentation. Nice-to-Have Skills : * FinOps Practitioner certification or equivalent cloud cost-management credential. * Background as a hands-on SRE, DevOps, or infrastructure engineer. * Experience structuring or refounding ITSM processes in a federated support model. * Familiarity with SAP Cloud cost tracking (SAP BTP, BTC). ## Description Steer the Run: Drive the overall quality of the Run across the information system: track availability, performance, and reliability indicators of the services in production (major applications such as SAP, AWS Cloud environments, etc.). - Observability: Deploy and run the Group observability chain (OpenTelemetry, Grafana, system monitoring tools): collect, correlate, and make legible the signals from every team, for both engineering teams and management (KPIs to be established). - Crisis Command: Take the lead during major cross-team operational incidents; delegate technical coordination to the Group Infrastructure lead when the incident is localized on that scope. - Cross-Team Coordination: Coordinate the Support, SAP, Infrastructure, and Platform teams on hand-offs, escalations, and arbitration of cross-team priorities. - Post-Incident Learning: Run post-incident analyses together with the teams involved and follow the corrective action plans through to closure. - Continuous Improvement: Drive a continuous improvement approach to the Run together with the teams concerned: identify priority areas, build the action plan, and follow it through to closure. - Executive Reporting: Produce a quarterly Run health report: major incidents, SLA adherence, trends, costs, and corrective actions in progress. - Technical Committees: Take part in the various technical committees with the teams in charge and the associated service providers. - Maintenance Planning: Contribute to the planning of major maintenance operations involving several teams. - Subsidiaries & Regions: Coordinate maintenance activities with the subsidiaries and regions. Resilience & Operational Continuity - Operational Resilience: Build and maintain a clear view of how critical technology can keep operating under major disruptions (data center outage, regional cloud failure, loss of connectivity or supply). - Geopolitical & Sovereignty Risk: Anticipate scenarios where access to key technologies or providers could be constrained (geopolitical restrictions, politically blocked access to AI models or SaaS) and define credible fallback options. - Continuity Planning: Work with the Infrastructure, SAP, and Platform teams to ensure disaster recovery and business continuity plans are defined, tested, and kept current. - Robustness by Design: Promote architectural and operational choices that reduce single points of failure and critical vendor lock-in. ITSM Governance - Common Processes: Propose and align common ITSM processes (Incident, Problem, Change) across all teams: set a frame of operational stability while preserving the agility of the delivery teams. - Escalation Rules: Contribute to establishing, with each team, the cross-team escalation rules: who receives what, within what time, at what priority level. - Standards & Tooling: Run and operate the ITSM standards (Jira Service Management) for your own team: workflows, categorizations, SLAs, reporting. Contribute to their adoption by the other teams. - Service SLAs: Contribute to defining the service SLAs between Engineering & Infrastructure and its internal customers: local IT, Business Units, and business functions. FinOps & Cost Control - Consumption Steering: Ensure the monitoring, analysis, and steering of Cloud consumption (AWS, Azure, Snowflake) and of hosting partners (OXYA and others), in coordination with the teams concerned. - Budget Alerts: Configure budget drift alerts and escalate any overrun to the Head of Engineering. - Optimization Policy: Drive and ensure the implementation of a Cloud cost optimization policy: build the action plan, coordinate its rollout with the teams, and measure the gains. - Licensing: Manage software licenses: optimization, renewals, and control of usage compliance. - Tagging Policy: Define and drive the adoption of a Cloud resource tagging policy across the whole information system, to ensure traceability and allocation of spend. - FinOps Reporting: Build and share consolidated FinOps reporting for engineering teams and management. MSP Partner Governance - Contract Governance: Ensure the contractual governance of MSP partners in collaboration with the teams concerned: steering committees, KPI and SLA tracking, application of penalties, and negotiation of amendments and renewals with Procurement. Financial Management - Run & Operations Budget: Steward the Run and operations budget scope (Cloud, hosting, observability, MSP), owning the consolidated financial view rather than the day-to-day FinOps execution. - Vendor Value: Assess the cost-versus-value of MSP and hosting contracts and feed this into renewals and negotiations led with Procurement. - Investment Cases: Build business cases for reliability, observability, and continuity investments (tooling, redundancy, DR capabilities), quantifying risk reduction and expected savings. Performance Measurement & Reporting - Reliability Metrics: Define and maintain Run-health and reliability metrics (availability, MTTR, SLA adherence, incident recurrence) across the federated support model. - Cost & Continuity KPIs: Track FinOps and continuity indicators (cost trends per scope, DR test coverage) and surface them in consolidated dashboards. - Executive Reporting: Report Run health, reliability posture, and cost trends to the Head of Engineering & Infrastructure and senior stakeholders, and communicate the ROI of operations initiatives.