Join us at Orange Business!
We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

Job description

The Service Management Process Owner oversees key ITSM processes—Knowledge Management, Request Fulfillment, Problem, and Change Management—to ensure value delivery, risk mitigation, and alignment with organizational goals. This role involves process design, governance, driving adoption, and fostering continuous improvement. The ideal candidate has deep ITIL expertise, hands-on ServiceNow experience, and strong stakeholder management skills.

Key Responsibilities

Process Design & Governance

• Design and optimize ITSM processes for efficiency and scalability.
• Develop documentation, workflows, standards, and governance frameworks; ensure accessibility and understanding.
• Lead audits, compliance checks, and continuous improvement initiatives.
• Define and monitor KPIs, dashboards, and audit metrics.
• Govern third-party content, tooling, and integrations; participate in UAT and validate releases.

Request Fulfillment

• Define scope, policies, and standards; establish governance models for request handling.
• Develop request workflows, automation, and self-service portals.
• Monitor KPIs (fulfillment time, user satisfaction, request volume) and drive improvements.
• Ensure seamless integration with other ITSM processes.
• Govern request catalog management, access controls, and prioritization.
• Lead process audits and service reviews.

Problem & Change Management

• Define and govern Problem and Change processes, including risk assessment models and approval workflows.
• Establish RACI matrices and decision rights; integrate with request, release, and configuration management.
• Lead CAB/ECAB governance; ensure risk-based decision-making and schedule adherence.
• Drive proactive problem management through trend analysis and root cause analysis (RCA); prioritize based on impact.
• Standardize RCA methodologies; enable training and process consistency.
• Manage Known Error and workaround repositories; ensure reuse and quality.
• Maintain a process improvement backlog and roadmap; manage risks, segregation of duties, and audit controls.
• Govern vendor/outsourcer adherence to policies and OLAs; participate in UAT and validate releases.

 

Skills & Qualifications

• 7+ years of experience in IT Service Management, process design, governance, or related roles.
• Bachelor’s degree in Computer Science, Information Technology, or a related field; advanced degree preferred.
• Deep knowledge of ITIL processes for Knowledge, Request Fulfillment, Problem, and Change Management.
• Hands-on experience with ServiceNow (knowledge module, problem/change configuration, risk models, reporting); certifications a plus.
• Proven ability to lead process design, governance, and continuous improvement initiatives.
• Excellent organizational, communication, and stakeholder management skills.
• Fluency in English; French language skills are a plus.
• Certifications such as ITIL, PMP, Agile/Scrum are preferred.
• Strategic thinker with the ability to develop process roadmaps, define objectives, and ensure compliance.
• Strong collaborator, capable of bridging technical details with business needs and fostering a culture of governance, knowledge sharing, and continuous improvement.

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.


• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).


• Professional Development: training programs and upskilling/re-skilling opportunities.


• Career Growth: Internal growth and mobility opportunities within Orange.


• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.


• Reward Programs: Employee Referral Program, Change Maker Awards.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.