IT Customer Service Management

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.

The IT Customer Service Management team is part of Digital Operations and is dedicated to ensuring business satisfaction with the usage and performance of digital technology applications. The team proactively communicates Quality of Service (QoS) indicators and insights to business partners and functions, focusing on supporting and enhancing their experience. By fostering strong alignment with the business, the team guarantees the quality of service for digital technology applications through active communication, attentive listening, and continuous improvement.

Key Responsibilities

• Ensure proactive communication of Quality of Service (QoS) indicators and insights to business partners, fostering transparency and building trust.
• You will serve as the primary liaison between IT and business functions, aligning service delivery closely with evolving business needs.
• You will analyze application performance and user satisfaction data to identify opportunities for continuous improvement.
• You will lead initiatives aimed at enhancing the digital technology experience for business users, driving greater engagement and efficiency.
• You will coordinate closely with technical teams to promptly and effectively resolve any service issues, ensuring seamless operations.

Skills & Qualifications

• Bachelor’s degree preferred in Computer Science, Information Technology, or a related field.
• 10+ years of proven experience in IT service delivery, operations, or related roles, with a focus on governance of outsourcer or partner-delivered services.
• Strong expertise in ITIL, ITSM, Agile, and project management methodologies. Experience with ServiceNow ITSM platform.
• Excellent partnership, stakeholder, and vendor management skills.
• Excellent communication skills
• Strong analytical, reporting, and governance capabilities.
• Fluent in English; French language skills are a must.
• Certifications such as ITIL, PMP, Agile/Scrum are preferred.

You bring rigor, passion for challenges, and determination. You seek the opportunity to expand your expertise, achieve your goals, and thrive.

• 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.