SLA Manager

🇪🇺 Join Scaleway and shape the sovereign cloud of tomorrow !

Since 1999, we have been designing secure, sustainable infrastructures aimed at supporting the most ambitious companies.

Historically known for our dedicated servers (Dedibox), we made a strategic shift to cloud computing in 2015. Staying true to our principles of simplicity, flexibility, and technical excellence, we have become one of the leading players in Europe in the sector.

With the rise of artificial intelligence, we have strengthened our commitment, supported by the Iliad Group, which is investing €3 billion to develop a serious, sovereign AI alternative to American and Asian giants.

Every day, thanks to our fast-growing portfolio of cloud and AI products (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves thousands of customer across the private and public sector, from corporations like France Télévisions or Hachette Livre, to fast-growing startups like Photoroom and Biolevate, to institutions like the City of Copenhagen.

📍 Our offices are located in Paris, Lille, Toulouse, Rennes, Rouen, Bordeaux and Lyon.

Our growth is driving us to strengthen our Operations team to centralize and elevate our Service Level Agreement (SLA) strategy.

Your mission will be to coordinate the entire lifecycle of SLAs—from definition and measurement to contractual application and reporting—in order to ensure maximum customer satisfaction while  significantly improving internal productivity on this topic.

We work in a collaborative and international environment where the diversity of Scalers, reporting combined with a spirit of sharing, helps bring new projects to life every day, advancing our ambitions together.

You will be part of the Lead Operations team, composed of 7 experts. This is a high-impact role with a total scope over SLA topics, requiring you to work transversally with most teams across the company, including Engineering, Sales, Finance, Product, and Customer Care.

Manager information: You will report directly to Albane Bruyas, COO.

- Coordinate the definition, measurement, and application of SLAs across Scaleway’s product portfolio.

- Establish a comprehensive roadmap for SLA management, auditing the current state and defining the target vision.

- Manage the integration of SLA terms into client contracts and oversee the penalty/credit policy in collaboration with Finance and Sales.

- Produce and automate accurate reporting on service levels using tools like Metabase, Grafana, and Redash.

- Collaborate with Engineering and Product teams to define technical standards and incident management protocols regarding SLAs.

- Monitor compliance with SecNumCloud requirements regarding service levels.

- Act as the primary point of contact for all SLA-related inquiries, providing visibility to the leadership team.

- Drive continuous improvement initiatives to enhance operational rigor and business alignment.

- Minimum 10 years of experience, with a strong background in SLA management, Incident Management, or Technical Operations.

- Previous experience at a Cloud Provider or in a similar high-scale tech environment is highly preferred.

- Proficiency with engineering and reporting tools such as Grafana, Jira, Redash, and Metabase.

- Strong understanding of Cloud technologies and the ability to bridge the gap between technical metrics and business commitments.

- Familiarity with SecNumCloud standards is a significant plus.

- Leadership & Assertiveness: Ability to define standards, hold teams accountable, and drive change.

- Communication: Excellent skills in translating complex technical data into clear business insights for stakeholders.

- Tenacity: You do not give up easily and are capable of driving long-term structural projects.

- Rigor: You have an analytical mindset and a keen eye for detail.

- Product & Tech Culture: You understand the operational reality of building and maintaining software products.

Hybrid work: We offer up to 3 days of remote work per week.

Offices: Our offices are spacious, dynamic workspaces with bold design, conveniently located near public transport. Most of our offices feature outdoor spaces (terraces) and bike parking facilities.

Dining: Our chef provides a healthy meal service at the headquarters, and breakfast is available across all our sites year-round. Scalers working from regional sites enjoy a Swile card for lunches.

Well-being commitments: Whether it’s access to a gym, daycare places, or discounted services for caring services, Scaleway is committed to supporting Scalers in maintaining a balanced life.

International environment: With dozens of nationalities, Scaleway offers a stimulating environment where English is as widely spoken as French.

Career & Mobility: Our managers value internal mobility, and opportunities to transition to other entities within the Iliad Group are accessible to all Scalers.

✔ A rich and diverse product offering: Scaleway offers over 100 public cloud products in IaaS, PaaS, and AI.

✔ A cutting-edge technical environment: Scaleway provides modern infrastructures, including high-performance bare metal servers, to tackle exciting technical challenges.

✔ Commitment to responsible cloud: Scaleway is dedicated to a more responsible cloud, with data centers powered solely by renewable energy since 2017, minimizing our ecological footprint and holding top-level certification.

Discovery call with a recruiter (30 min)

Manager Interview with Albane Bruyas to understand your experience and approach to the role (45 min)

Team Interviews with Jon Riguero (Product) and Antoine Millet (Engineering) to validate your cross-functional fit (1h)

Case Study (SLA Instances) to demonstrate your practical expertise and strategic thinking (1h)

HR Interview to tour our offices and meet your future colleagues