JOB DESCRIPTION / ROLE
About the role
- Accountable to achieve and exceed the agreed set of operational KPIs individually and collectively.
- Manage the day-to-day activities of the Managed Applications Team and Application Specialists.
- Ensure performance tracking and visibility to local management, and to the function lead on a regular basis, including a review of the team members' performance.
- Ensure the team skills is under continuous development, by understanding/anticipating the customer demands and responding with the appropriate training and development plans.
- Ensure productive utilization of the team resources by encouraging and participating in efficiency and automation initiatives.
- Working closely with OCB management teams, Engineering, CSMs, SDMs, Incident Managers, Process Owners, operational teams inside/outside OCB; and the support functions
- Ensuring fluid interlocks are in place between the Service Desk team and the rest of the organization.
Ensure customer satisfaction is continuously achieved and maintained.
- Ensure the highest quality level is delivered to our customers during the incident and change lifecycle.
- Own or contribute to the service improvement plans internally or externally; on the customer context or the process level.
- Work closely with the service delivery and operational teams to ensure team readiness from the build to the run.
- Ensure a high level of autonomy for the team members in managing the customer context
- Review and maintain a strong and resilient team structure
REQUIREMENTS
About you
- BSc degree in Engineering or equivalent.
- ITIL foundation or intermediate certified or equivalent.
- Strong customer focus.
- Strong and agile team player.
- Strong reporting and tracking experience.
- Ability to balance between business and people requirements.
- French is huge plus for this role
- Strong knowledge on System and middleware applications is also required due to the complexity of the Team scope.
- Proven Experience with big international customers in such domains.
- Proven successful experience in team management.
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.
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