Service Process Manager

Votre rôle

Key Responsibilities

• Define, maintain, and implement support chains using standard models across the Digital Technology scope.
• Establish, monitor, and improve service level commitments with both customers (SLAs) and suppliers (OLAs).
• Design, digitalize, and automate processes to increase efficiency and ensure scalability.
• Assess new IT environments and propose innovative agreement and governance models aligned with Orange Business priorities.
• Contribute to the Corporate Digital Service Catalog by structuring services, maintaining high data quality, and ensuring consistency across tools.
• Drive component registration and urbanization in OrangeCarto and maintain up-to-date service information.
• Support business importance scoring and reporting to enhance service prioritization and decision-making.
• Represent the team in cross-entity meetings, ensuring alignment and promoting the adoption of best practices.
• Report on activities and contribute to knowledge sharing within the team and the wider QOS organization.

Votre profil

Required Skills & Competencies

• Bachelor’s degree in Computer Science, IT, Engineering, or related field.
• 5 years in IT, Quality assurance, Process management or Project management roles.
• Strong customer orientation with a focus on service quality.
• Proactive& visionary mindset, able to coordinate between multible teams in different locations.
• Strong project management skills: prioritization, time management, and multitasking.
• Excellent communication skills in English (written and spoken), French is a big plus.
• Strong analytical and synthesis abilities.
• Knowledge in Incident Management processes.
• Understanding of Orange Business organization and ecosystem.

Entité

Digital Technology

Contrat