Head of OCD Service Desk

Votre rôle

Job Purpose:

As Head of OCD Service Desk you will be leading a growing team responsible for providing Front-Line Support for Orange Cyberdefense customers, and you will be fully accountable for the achievement of relevant business and operational targets.

Key Tasks and Responsibilities :

• Ensure execution and achievement of OCD business and operational objectives.
• Operational Management
  • Oversee day-to-day operations of OCD SD Team, ensuring timely and efficient issue resolution.
  • Manage and monitor ticket queues to ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met or exceeded.
  • Develop and enforce standard operating procedures for incident and request management.
  • Regularly review and improve processes to enhance efficiency and user satisfaction
• Team Leadership and Management
  • Recruit, train, mentor, and supervise service desk staff,
  • Conduct performance reviews by setting clear and measurable objectives for them and provide coaching and constructive feedback to achieve their business and operational objectives.
  • Foster a positive team environment and address conflicts or challenges.
  • Ensure team members are equipped with up-to-date knowledge and skills, including training on new tools or systems.
• Customer Support and Relationship Management
  • Take ownership of escalated customers' critical and strategic problems. Manage efficient resolution of customer's issues and complaints and ensure follow-through to conclusion.
  • Communicate effectively with customers and stakeholders, providing updates on critical incidents or major outages.
  • Build and drive customer–focused and quality-centric culture within the teams to ensure operational excellence, and maximum customer’s satisfaction.
  • Collect and analyze feedback to identify areas for improvement in service delivery
• Incident and Problem Management
  • Oversee the incident management process, ensuring incidents are logged, prioritized, and resolved efficiently.
  • Lead root cause analysis for recurring issues and work towards permanent solutions.
  • Coordinate with other resolution groups to resolve complex or cross-departmental issues.
• Reporting and Metrics
  • Generate regular reports on Service Desk performance, including SLA compliance, ticket trends, and team productivity.
  • Analyze data to identify patterns and recommend improvements in processes or resource allocation.
  • Present reports and insights to senior management, making data-driven recommendations.
• Resource and Capacity Planning
  • Plan and allocate resources and skillsets to meet demand, including staffing for peak periods.
  • Manage budgets for the service desk, including tools, training, and staffing costs
  • Ensure adequate coverage for 24/7 support operations.
• Collaboration and Stakeholder Management:
  • Collaborate with other operations teams across the support chain (L2,L3), to ensure seamless support.
  • Reinforce collaboration with other organization units and verticals (OCD,OB/GDO/CSU, ….) to improve business and customer operations end-to-end.
• Continuous Improvement
  • Drive initiatives to develop, plan, and implement, programs, policies, and workflow changes to maximize services quality, efficiency, such as automation or self-service options.
  • To keep up to date with emerging security trends, threats, best practices, and standards (internal and external), regulations, and security enhancing technologies.
  • Identify and mitigate risks in service delivery, ensuring business continuity
• Compliance and Governance
  • Ensure adherence to organizational policies, industry standards, and regulatory requirements.
  • Manage security and confidentiality of customer and organizational data.
  • Conduct audits and reviews to ensure compliance with IT governance practices.
• Any other duties and responsibilities commensurate with this role.

Votre profil

Professional Experience

You are a mature professional with at least 6 years of experience in IT/Telecom, and + 2 years of proven management/leadership experience in multinational environment ; preferably in security domain or in customer service industry.

Educational background and qualifications :

• Computer, Comm., or Electronics B. Eng, B.Sc. degree.
• Relevant professional accreditation in security management, IT Service Management ,operations management, and business management will be strongly considered.

Your key skills:

• Technical Knowledge :
  • Knowledge of IT systems, networks, software, and hardware commonly used in the industry.
  • Familiarity with frameworks like ITIL (Information Technology Infrastructure Library).
  • Expertise in diagnosing and resolving IT issues and understanding escalation protocols.
  • Proficiency in service management tools (e.g., ServiceNow, ..).
• Leadership and people management skills, with strong coaching skills and a passion for developing and leading high-performance teams.
• Strong customer focus, able to respond quickly and effectively to customers’ issues and opportunities, and able to adapt to a fast-changing customer landscape and challenges.
• Sound Decision-making capabilities. Ability to quickly solve the problems, make decisions under pressure and take responsibility for the outcome.
• Analytical and Problem-Solving Skills.
• Strategic Thinking: Plan for future challenges and opportunities in IT service delivery.
• Strong focus on delivering results, ability to think out of the box and beyond your typical area of responsibility and help to solve problems across departments and business verticals.
• Experience working with virtual and remote team members and stakeholders in large multinational organizations.
• Effective communication skills at all levels.
• Excellent organizational and time management skills.
• Excellent verbal and written English language skills,
• French language is a strong Plus.

Entité

Global Delivery & Operations

Contrat