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.

Mission : 

 Reporting to the Head of Customer Indian Ocean Customer Support (IOCS), the Senior Manager will lead and manage technical teams over various solutions & services proposed by Orange Business Services worldwide customers.

Role & Responsibilities

• The Senior Manager should be capable of:
• - Providing leadership & guidance to direct reports, typically comprising of networking and SDWAN solutions and services to effectively perform their jobs and responsibilities in their day-to-day management
• - Leading complex solutions / projects (Connectivity / Network) where analysis of situations or data requires an in-depth evaluation of multiple factors.
• - Applying deep and broad technical background and knowledge of industry trends to operate several critical or high-risk technology areas/customer groups
• - Developing and implement initiatives to improve expertise and customer service results in continuous improvement plans and agile methodology
• - Having a good understanding of business cost structure budget, staff and other associated costs
• - Integrating new ways of working in a framework to drive digital transformation (agile approaches)
• - Consolidating feedback on customer satisfaction and internal service performance to foster continual improvement.
• - Providing leadership and direction to the team and ensure all service levels are met or exceeded
• - Participating actively in operational governance at all levels and be of high value added to major operational decisions
• - Being accountable and has the ability to report problems & issues & success to the head of department effectively and participate in decision making
• - Ensure that all teams work effectively to improve and deliver value to the client
• - Implement best practices to ensure that the teams work as effectively as possible
• - perform training needs analysis and define teams’ and own professional development for multiskilled competences
• - contribute to customer satisfaction
• - drive improvement plans on employee engagement and motivation
• - to monitor and guide team towards compliance to procedures, performance targets and overall KPIs set for the department
• - 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 daily
• - to provide a conducive, agile working environment for employees by promoting team cohesion and team spirit

- Minimum of 10 years’ experience in global IT/Telecom

- A solid background and experience of working as a managing multiskilled domain

- Experience of managing services / products across network and IT domains

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

- Solid experience in providing support to customers / end-users or IT decision makers

- Master’s degree in the following fields - IT / MBA or equivalent

- Certifications: ITIL / CCNA / PMP / SAFe or any relevant certifications pertaining to this domain

- Project Management Skills

- Excellent Communication Skills

- People Management Skills

- Leadership Skills

Behavioral skills (targeted advanced level required):

• Flexibility
• Performance and results-oriented
• Effective communication
• Ability to lead and persuade stakeholders

Professional skills (targeted advanced level required):

• Customer oriented
• Operational and financial excellence
• Global leadership effectiveness
• Customer service orientation

Global Customer Services 

Orange Business Services 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.

Orange Business is an Equal Opportunity Employer. We are committed to a diverse workforce and do not discriminate on the basis of age, gender, race, ethnic origin, sexual orientation, gender identity or gender expression, religion/belief, national origin, marital status, disability or veteran status.