Orange is the next generation operator in the Belgian Telecom market. We are continuously investing in our IT department and maybe your talent is the one we are currently looking for!
Sounds good?
Then you might be glad to know that we are looking for a passionate IT Service Assurance Manager , to join our IT Department.
Your mission
Ensure the IT operational efficiency and quality of service by having an active role on IT operations (hot & cold loop follow up, performances monitoring, processes, tools, governance)
Lead Quality & Performance initiatives of key Products, Services and Processes to improve efficiency and quality of service, and to enable value for Customer’s experience while keeping costs under control.
Define, implement and manage SLAs for assigned services and ensure services that meet the business needs to agreed levels.
Mentor and coach the services team and handle customer service interactions, reports, and repairs. The ITSA-manager ensures excellent customer service and maintains strong relationships with customers and third-party vendors.
The ITSA-Manager defines the Service Assurance Roadmap.
As IT Service Assurance Manager, you:
Support IT Service Assurance director in his mission to reach the operational excellence by having an active role on different processes (incident, change, problem), on governance (processes, SLA, organization), on tools & monitoring and on communication
Act in collaboration with IT Service Assurance director as a relay between IT operational organization and main Orange Stakeholders (Exco, Sales & MKT business, Customer Service). Act as main interface in IT department with Orange Service Management Center (leading incidents and change) and Customer Service
Are responsible to lead a (virtual) team of Service Assurance experts hosted in Orange and at suppliers of Managed Services.
Define fit for purpose end-to-end Service Assurance framework aligned with best practices to help the organization improving Customer experience, Simplification, Digitalization and prepare the organization for moving towards an IT Silent Operations strategy and structure.
Lead enhancements to Preventive Maintenance by organizing continuous improvements in Service observability, monitoring, preventive ticketing, daily checks, and housekeeping to prevent incidents.
Enforce that Service Assurance activities are duly applied in delivery governance in order that new projects meet the requirements of operational readiness (OMM, Service Guides), integrity and compliance with operational policies.
Own Problem Management Process across divisional teams, leads governance meeting involving Technical Service Managers, organizes tickets quality reviews, controls that problems MTTR (Mean Time to Resolve) meets SLA.
Lead Performance Reporting for in live E2E Services across partners in collaboration with Technical Service Managers.
Lead Quality “Audits” to ensure that Partners are correctly applying contracts, practices, operational standards, and reporting.
Coach and train Technical Service Managers and Project Leaders to ensure awareness, buy in and implementation of Service Assurance models, policies, and documentation.
Manage improvement plans and coordinate task forces across different domains to improve the operational quality delivered to the Business.
Specific expertise required:
Broad Technical knowledge in several disciplines.
Strong knowledge of the functioning of an IT operations service: ITIL processes , IT infrastructure & applications landscape
Knowledge in Telco environment - very good knowledge of the existing and emerging telecom ecosystem
Nice to have: knowledge on operations observability & automation
Managing IT teams
Preferably Multi-Cloud experiences
Your profile
You have a University Degree or equivalent by experience with at least 5 years professional experience in a similar position.
Leadership experience with helicopter view recommended to manage transversal projects
Communication and listening skills
Ability to quickly develop relationships with multiple stakeholders
Coaching skills
Persuasiveness and presentation skills
Quality driven, customer and service oriented
Analytical and figures-oriented mindset, as well as strong planning skills
Fluent in English – any good knowledge of French or Dutch is a plus.
What are we offering:
A dynamic working environment where you have every opportunity for personal development. Moreover, you can look forward to the following compensation and benefits package: a market competitive salary, a company car, performance bonus, meal vouchers, 32 holidays per year, pension provision, life assurance and accident cover, and medical insurance.
Inspired? Then we would like to hear from you! If there’s a match in the making, we’ll invite you for a first interview.
