<p><strong>Publication date :</strong> Jan 20, 2026, 12:00AM</p>Orange Business is here!<p ><iframe src="//www.youtube.com/embed/wKOvRVIoi0s?controls=0" width="560" height="314" allowfullscreen="allowfullscreen"></iframe></p>About us<p style='font-size:16px'>Join us at Orange Business!<br>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.<br>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.</p>About the role<p><p class="MsoNormal"><strong>Job Description:</strong><br>We are seeking a <strong>Service Desk Partner Manager</strong> 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.<o:p></o:p></p></p>About you<p><p class="MsoNormal"><strong>Key Responsibilities:</strong><o:p></o:p></p><ul><li class="MsoNormal" >Manage the relationship with the service desk partner responsible for first-level support, ensuring compliance with SLAs, ITIL standards, and governance policies.<o:p></o:p></li><li class="MsoNormal" >Monitor and analyze service desk performance metrics, identifying opportunities for process improvements.<o:p></o:p></li><li class="MsoNormal" >Ensure prompt incident resolution and request fulfillment, maintaining high levels of QoS and customer satisfaction.<o:p></o:p></li><li class="MsoNormal" >Lead continuous improvement initiatives, leveraging data, feedback, and Agile practices to optimize support processes.<o:p></o:p></li><li class="MsoNormal" >Facilitate effective communication between the service desk and internal stakeholders.<o:p></o:p></li><li class="MsoNormal" >Use ServiceNow or similar ITSM tools to track, report, and analyze performance data.<o:p></o:p></li><li class="MsoNormal" >Conduct regular service review meetings, escalate issues as needed, and implement corrective actions.<o:p></o:p></li></ul><p class="MsoNormal"><strong>Skills & Qualifications:</strong><o:p></o:p></p><ul><li class="MsoNormal" >Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degree preferred.<o:p></o:p></li><li class="MsoNormal" >7+ years of experience managing first-level support or service desk operations.<o:p></o:p></li><li class="MsoNormal" >Strong knowledge of ITIL incident, request, and problem management processes.<o:p></o:p></li><li class="MsoNormal" >Proficiency with ServiceNow or similar ITSM platforms.<o:p></o:p></li><li class="MsoNormal" >Experience applying Agile methodologies to support operations.<o:p></o:p></li><li class="MsoNormal" >Excellent reporting, analytical, and stakeholder management skills.<o:p></o:p></li><li class="MsoNormal" >Fluency in English; French language skills are a plus.<o:p></o:p></li><li class="MsoNormal" >Certifications such as ITIL, PMP, Agile certifications are preferred.<o:p></o:p></li></ul></p>
<p></p>What we offer<p><p style=font-size:16px><strong>• Global Opportunities:</strong> Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world. <br><strong>• Flexible Work Environment:</strong> Flexible working hours and possibility to combine work from office and home (hybrid ways of working). <br><strong>• Professional Development:</strong> training programs and upskilling/re-skilling opportunities. <br><strong>• Career Growth:</strong> Internal growth and mobility opportunities within Orange. <br><strong>• Caring and Daring Culture:</strong> Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events. <br><strong>• Reward Programs:</strong> Employee Referral Program, Change Maker Awards.
</p></p>Only your skills matterRegardless 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.<p > Only your skills matter
</p> <p > Regardless of your age, gender, origin, religion, sexual orientation, neurodiversity, disability, or appearance, we actively encourage diversity within our teams, as it is both a collective strength and a driver of innovation. Orange is a disability-friendly company: please feel free to let us know about any specific needs you may have.
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