IT Customer Service Management
About this role
Publication date : Jun 24, 2026, 12:00AM
Contract duration :
Orange Business is here!About usJoin 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.
About youKey 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.
What we offer• 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.
At Orange, only your skills matter.
Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.
Company at a glance
In a world that never stands still, possibility is everywhere. New technologies open doors every day, for our customers, for the communities we serve, and for you.
Across 65 countries, our experts bring together connectivity, cloud, cybersecurity, AI and data to turn complexity into progress. We make the ambitious possible and the complex clear, for our customers and for society.
What makes us different is our people. Diverse backgrounds, cultures and expertise come together every day to solve real problems, share knowledge and create lasting impact. We don't just deliver technology. We work side by side with our customers to bridge the gap between ambition and execution, turning "what if" into "what is.“
At Orange Business, possibility isn't something you wait for. You build it. Each of us has a role to play in that journey: learning a new skill, leading a project, making a real difference every day. Whether you're working with teams across the globe or deepening your expertise in the technologies of tomorrow, you'll find here the space to grow, take initiative, and leave your mark.
Because when people and technology move forward together, possibility becomes progress.
Possibility starts with tech you trust. Orange Business is here.
Top Benefits
- Flexible working hours
- Hybrid work environment
- Training programs
- Upskilling and reskilling opportunities
- Internal career growth
- Health and well-being programs
- Diversity and inclusion initiatives
- Employee referral program
- Change maker awards
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