Manager – Reporting, Strategic, Quality & Performance

Publication date : Jul 07, 2026, 12:00AM

Contract duration :

Orange Business is here!

About us

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.

About the role

1. Role Purpose

The Manager – Reporting, Strategic, Quality & Performance is responsible for driving data-driven governance, performance excellence, and strategic visibility across the NSOC (Network & Security Operations Center).

This role ensures that operational performance, service quality, risk exposure, and transformation progress are clearly measured, analyzed, and communicated to internal leadership and clients (e.g., Air Liquide).

The position acts as a central bridge between operations and leadership governance, enabling fact-based decision-making and continuous improvement.

2. Key Responsibilities

A. Reporting & Dashboard Governance

Design, develop, and maintain operational and executive dashboards
Consolidate data from multiple tools (e.g., ServiceNow, Zabbix, CMDB, etc..)
Ensure accuracy, consistency, and automation of reporting
Deliver:

Daily operational reports (bilan)
Weekly performance dashboards
Monthly service reports
COPIL (Steering Committee) presentations
Standardize reporting templates across Mauritius, Malaysia, Brazil

B. Performance Management

Define, track, and monitor KPIs and SLAs across NSOC
Analyze:

SLA compliance
Backlog trends
Escalation quality
Ticket quality (QA framework)
Identify performance gaps and improvement opportunities
Produce scorecards and ranking models (engineer / team level)
Support TOMs and GSMs with actionable insights

C. Strategic Planning & Transformation

Support the Head of NSOC in defining and tracking strategic initiatives:

Build-to-Run transformation
AI and automation roadmap
Process standardization
Cost optimization
Maintain a strategic roadmap dashboard
Track progress against:

Milestones
KPIs
Business outcomes
Provide data-backed recommendations for decision-making

D. Quality & Continuous Improvement

Integrate reporting with:

QA audit frameworks
Incident & Change audit results
Identify:

Recurring issues
Process deviations
Skill gaps
Drive continuous improvement initiatives
Measure impact of improvement plans

E. Risk & Service Health Management

Develop and maintain risk dashboards
Highlight:

SLA breach risks
Critical vulnerabilities
Major incident trends
Operational weaknesses
Provide early warning signals to:

TOMs
GSMs
Head of NSOC

F. Client Governance & Communication

Prepare and deliver:

Monthly service reports
Executive summaries
Assist in COPIL presentations
Translate operational data into business insights
Ensure clear, concise, and impactful storytelling
Support client-facing discussions with:

Trends
Risks
Improvement plans

G. Automation & Data Evolution

Drive automation of reporting processes
Collaborate with technical teams to:

Automate data extraction
Improve data quality
Integrate tools
Introduce:

Predictive analytics (SLA risk, incident trends)
AI-assisted reporting (summaries, insights)

3. Key Deliverables

NSOC Performance Dashboard (Daily / Weekly / Monthly)
Executive Dashboard for Head of NSOC
Engineer & Team Scorecards
Risk & Service Health Dashboard
Strategic Roadmap Tracker
Automation & Reporting Maturity Plan

Key KPIs

KPITarget

SLA reporting accuracy100%
Report delivery timeliness100% on schedule
Data accuracy=99%
Dashboard automation rateContinuous improvement
Performance insights adoptionHigh usage by leadership
Reduction in manual reportingYear-on-year reduction
Improvement actions tracked100% visibility

About you

Skills & Competencies

Technical

•Strong knowledge of:
oServiceNow (SNOW)
oMonitoring tools (Zabbix, NMS)
oSIEM / Security tools
•Data visualization tools:
oPower BI / Tableau / Grafana / Microsoft PowerPoint
•Advanced Excel / Data analytics
•Understanding of:
oITIL processes
oSOC/NOC operations
oCMDB and asset management

Analytical

•Strong data analysis and interpretation skills
•Ability to identify trends, anomalies, and risks
•KPI design and performance modeling

Strategic

•Ability to translate data into business decisions
•Strong understanding of service delivery and operations governance
•Experience in transformation and continuous improvement

Communication

•Executive-level presentation skills
•Ability to simplify complex data
•Strong storytelling and reporting narrative

Leadership

•Ability to influence TOMs, GSMs, and leadership
•Strong ownership and accountability

6. Experience & Qualifications

•5–10 years experience in:
oMultinational Service delivery / NSOC / SOC / NOC/ CyberSOC environment
oReporting / performance management / governance
•Experience in multi-country operations is a strong advantage
•Background in network or security operations preferred
•Certifications (nice to have):
oITIL
oPMP / Agile
oData analytics certifications

7. Success Profile

A successful candidate will:

•Turn data into decisions
•Move NSOC from reactive reporting ¿ predictive intelligence
•Enable leadership with clear, actionable insights
•Drive a culture of performance, accountability, and continuous improvement

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

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.

Only your skills matterRegardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, 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.

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.