Orange Luxembourg is looking for a dynamic colleague to join our teams as a Technical Back Office Manager (M/F) on a permanent contract. Perhaps your talents are exactly what we are looking for!
📌Main Mission
The Technical Back Office Manager is responsible for managing a team of IT professionals, on site and remotely, with a strong on-site presence, ensuring high-quality service delivery to external customers. This role involves organizing, steering, and continuously improving the Back Office domain and Operational Services, while driving performance and fostering a culture of accountability.
🎯 Key responsabilities
- Lead, motivate, and coach a diverse team of IT professionals, ensuring effective 24/7 support in resolving customer issues
- Optimize the Back Office domains by implementing and enhancing a sourcing model (e.g., Nearshore extended teams abroad)
- Develop and upskill team members to align with evolving customer expectations
- Take ownership of major incident management (P0/P1), coordinating crisis resolution for both B2C and B2B customers
- Deliver accurate and timely weekly/monthly operational and management dashboards for the Executive Committee
- Maintain regular communication with Business departments regarding incident status, workarounds, resolution timelines, and proposed solutions
- Ensure compliance with security and regulatory frameworks (ISO 27001, DORA, NIS2, and others) by documenting processes and actions in line with standard recommendations
- Participate in and organize on-call duties to ensure operational continuity and crisis responsiveness
Tools & systems
- Comarch (preferred)
- IT Service Management tools (ITSM)
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Dashboarding and reporting tools (e.g., Power BI, Tableau, Excel)
Profile sought
- Proven experience in the telecommunications sector, managing technical back-office or IT operations teams in a multinational environment
- Strong leadership and coaching skills, with the ability to drive motivation and performance
- Solid expertise in Telecom incident and crisis management or IT or related industries
- Excellent communication and senior stakeholder management skills (both technical teams and business leaders)
- Ability to provide concise decision-making information and confidently manage potential crises with executive stakeholders
- Willingness to perform on-call duties (requirement) as part of operational responsibilities
- Fluent in French and English
📣 Discover Our Offer
Orange is a bold challenger in the Luxembourg telecommunications market 🚀.
Inspired? Then apply now!
