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

Job Description:We are seeking a Service Desk Partner Manager to oversee the first-level support operations provided by our partner. This role emphasizes incident management, request fulfillment, and continuous service improvement to ensure high customer satisfaction and adherence to SLAs.

About you

Key Responsibilities:

• Manage the relationship with the service desk partner responsible for first-level support, ensuring compliance with SLAs, ITIL standards, and governance policies.
• Monitor and analyze service desk performance metrics, identifying opportunities for process improvements.
• Ensure prompt incident resolution and request fulfillment, maintaining high levels of QoS and customer satisfaction.
• Lead continuous improvement initiatives, leveraging data, feedback, and Agile practices to optimize support processes.
• Facilitate effective communication between the service desk and internal stakeholders.
• Use ServiceNow or similar ITSM tools to track, report, and analyze performance data.
• Conduct regular service review meetings, escalate issues as needed, and implement corrective actions.

Skills & Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degree preferred.
• 7+ years of experience managing first-level support or service desk operations.
• Strong knowledge of ITIL incident, request, and problem management processes.
• Proficiency with ServiceNow or similar ITSM platforms.
• Experience applying Agile methodologies to support operations.
• Excellent reporting, analytical, and stakeholder management skills.
• Fluency in English; French language skills are a plus.
• Certifications such as ITIL, PMP, Agile certifications are preferred.

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 matter

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.