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Job description / Role
About the role
Job Purpose:
Head of Service Desk is responsible to Develop the operational plan needed to support OCB customers' transformation and Drive sustainable growth for the business; and to Lead the Service Desk team to Provide a best-in-class customer E2E cloud service experience.
Key Activities & Deliverables:
Planning & Organizing
Accountable for supporting the objective of the strategic plan by
- Translating the strategic goals into SMART objectives ;
- Developing Concrete Operational Plan for the execution
- Creating potential-based Talent Map for efficient resource allocation
- Developing Succession Plans for talent development and internal mobility
Motivating
Responsible for Developing the right motivation strategies by
- Creating a Positive Atmosphere
- Establishing a Team Portfolio highlighting the individual motivators
- Supporting Personal Development plans
Controlling
Responsible for Driving sustainable improvements by Continually evaluating the Team Performance, and deliverables
- Ensure optimized operation: consistent outcomes, boosted productivity, and simplified processes
- Define Clear Role Profiles, Performance Standards, and Targets
- Develop a continual improvement Strategy to address the revealed performance gaps
- Ensure the SD readiness for new customers and services
- Ensure team development and upskilling to the latest OCB service portfolio.
Requirements
About you
Education and Experience:
- Bachelor's degree in Engineering or equivalent experience
- Min. 5 years related work experience (Customer Support)
- Relevant experience with leading complex, large scale, IT/technical/engineering programs is a plus
Technical Knowledge
- Solid knowledge on any of the following topics ITIL, 6 sigma, Prince2, COBIT, PMP is a plus
- Solid understanding of Orange Business Services solutions
- Understanding of corporate governance within complex organizations
- Good technical background in different technology such systems, applications, storage, backup, etc... is a plus
Soft Skills and Abilities:
- Proficient English, and French
- Clear Communication Skills with ability to use positive language
- Excellent customer service skills
- Excellent Interpersonal & Collaboration skills.
- Good time management, organizational and leadership skills
- Good Presentation and Communication skills
Department
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
About the Company
Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.