Reporting to the Head of Department, the incumbent will be expected to lead and manage a wide range of technical teams (connectivity services) managed by Orange Business Services for France Business Operations.

The role:

Reporting to the Head of  Department, the incumbent will be expected to lead and manage a wide range of technical teams (connectivity services) managed by Orange Business Services for France Business Operations. The ideal candidate will be having strong  technical skills as well as  people management skills.

Responsibilities:

Technical  responsibilities:

• Demonstrate strong sense of business ownership and business acumen capable of responding and collaborating with International Business partners / process owners & business owners

• Providing leadership and direction to the service desk specialists team and ensure all service levels are met or exceeded

• Ensuring clarity around priorities and goals for the entire functional area.

• Managing network operations team's activities to ensure customer platforms are kept serviceable, available and supportable 24/7/365

• Serve as point of escalation for team for technical matters.

• Developing initiatives to improve customer service results and to drive continuous improvement to enhance the level of the service desk for resolution of support requests and production incidents.

• Participating actively in operational governance at all levels and be of high value added to major operational decisions.

• Able to report problems, issues & success to the head of department effectively and participate in decision making

• To maintain a high standard of service to our customers with the management of Delivery Desks Specialists including Managing Delivery Desk Managers.

• Ensure adequate service delivery as per agreed KPIs from client.

• Ensure that all teams work effectively to improve and deliver value to the client.

• Managing incidents, requests, change and problems that occur within the organization

• Implement best practices to ensure that the teams work as effectively as possible.

• To take the lead in managing highly escalated cases and to resolve them by deploying the right resources

People Management responsibilities

• Empowering line managers to ensure that they acquire the necessary management skills to motivate their team (service desk specialist) so as they are productive and competent to perform their job effectively.

• To drive improvement plans on employee engagement and motivation

• To perform training needs analysis and define teams’ and own professional development

• To monitor and guide team towards compliance to procedures, performance targets and overall KPIs set for the department, GPOs and CS&O

• To review employee performance on a regular basis and ensure that necessary development plans/coaching are implemented for directly reporting staff to enhance staff competency, performance, motivation and retention.

• To contribute to enhancement and optimization of operational procedures to meet organizational business objectives

• To define interlocks for each team with external entities to promote work and teamwork on a daily basis

• To provide a conducive working environment for employees by promoting team cohesion and team spirit and by empowering line managers

Education, qualifications, and certifications

• Degree/Equivalent experience in Telephony, telecommunications, Engineering, Management fields

• MBA/Master’s degree or equivalent education is an added advantage

• ITIL, Six sigma, ISO knowledge a plus

Experience:

• At least 5 years working experience and at least 2 years in direct people management

• Customer Service and Telecommunications experience, highly desirable

• A solid background and experience of working as a service desk manager managing multiple teams

• Experience of managing services/products across Virtualization, storage, backup technologies, end user computing + more

• Solid technical background and profound technical knowledge of managed LAN/WAN & global networking