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

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

📌 Cloud Infrastructure Service (Madrid)
🏢 L'Oreal
📍 Madrid