Job Title

About the roleMission / Role Purpose ContextOrange Business manages and integrates the complexity of international communications, freeing customers to focus on the strategic initiatives that propel their business. Orange extensive experience and knowledge in global communication solutions, together with understanding of multinational business and local support in 166 countries and territories, ensure that customers receive a consistent, global solution wherever they do business. Orange Business is implementing a major IT Business transformation program for its service management, called Unify Monitoring The purpose of this program is to federate Orange Business “I use I need Help” customer journey with an end–to-end multi channel and digital experience within a common IT solution leveraging Service Now platform. The scope is covering all Orange Business entities and support chains for standard customers including Data modelling, Service Management processes, digital channels Integration with customer internal ecosystems. This ServiceNow solution based mainly on TSM and other key modules is answering Customer Orange Business requirements: • Capture process customer’s requests, incidents, technical changes problems. Capitalize on knowledge Management. • Native features around data discovery, Integration, AI, Automation, Virtual assistant, low code process configuration. • This solution will be the basis for further innovation for Operations with RPA / AI / Gen AI features. This new solution will be a focal service now instance where existing ITSM legacy solutions (homemade and snow instances) will be migrated and rationalized for all desk operations in several countries, France, India, Egypt, Brazil, Madagascar and Mauritius. The IT program team is based in different locations (India, Egypt, France) The business transformation level will be a key factor as: • Gathering and gap analyzing existing processes vs Snow standards processes and workflows • Processes revamping and harmonization • Ensure adoption by operations and agents • Get advanced snow features to leverage ops optimization and simplification The program will be led under SAFe governance.Role Purpose We are looking for a Technical Delivery Manager to oversee overall IT Business transformation program with Service Now. The Technical delivery manager oversees the effective delivery of program The manager ensures that the delivery is completed on time, within budget, and to the required quality standards. The Delivery Manager manages the delivery process from start to finish, including planning, scheduling, risk management, resource allocation, and communication with stakeholders. They are responsible for tracking progress and adjusting to keep the delivery on track. In addition to managing the delivery process, the technical delivery manager is ensuring that the technical aspects of the delivery are completed efficiently. The candidate should have an understanding of technical concepts and systems and effective project management skills. You will act as a point of contact for the system integrator to Orange regarding budget, readiness, launch, quality, training. This opportunity enables and promotes career growth as a skilled expert in service delivery operations The main mission of the Technical Delivery Manager: • Building and committing the overall program roadmap • Planning and scheduling the delivery process, project scope, milestones, and timelines. Continuous improvement plan supports operational efficiency and improved customer experience. • Managing the budget and resources of the delivery • Identifying and managing risks to the delivery, including developing contingency plans to mitigate potential issues. • Communicating with stakeholders, team members, clients, and other stakeholders, to ensure that everyone is informed about the progress of the delivery. • Tracking progress and making adjustments as needed to keep the delivery on track. • Providing guidance and mentorship to team members to ensure that they have the skills and support they need to complete their tasks. • Working with clients or other stakeholders to meet their needs and expectations.About youMain expectations/skill from Technical Delivery Manager are: • Effective teambuilders • Great negotiators and influencers • Adept at conflict resolution • Creative problem solvers • Experienced planning, resource, and stakeholder manager • Able to see the bigger picture and sell their vision • Planning and monitoring program execution • Project coordination and managing project interdependencies • Creating and managing a budget • Cross-project resource management • Identifying and addressing problems and risks • Program documentation • Stakeholder communications, negotiations, and problem-solving • Aligning or realigning deliverables with program outcomesKnowledge and Abilities 15+ years in strategic program management IT, with work experience in telecom organization. Solid experience in Agile mode and SAFe practices Experience in migration project/program of ITSM tooling to ServiceNow (CSM module is required). Knowledge on security aspects within ServiceNow and integration with multiple tools will be required. Exposure to all stages of Software Development Life Cycle (Agile methodology: Scrum) Good interpersonal skills, responsibility, result-oriented, earnest with a quest and zeal to learn new technologies (micro-services, cloud native, data analysis) and undertake challenging tasks. Ability to understand Functional Requirements and creation of Design Documents (Technical Architecture Document). Intercultural skills Must have experience in people management and keep team motivated. Good written and verbal communication skills, fluent English Customer centric approach Problem solving and investigation capabilitiesKey result / Decision areas (outcomes) • End to End Delivery with internal external 3rd parties • End to End contributors management • End to End solution design • End to End Quality of Services • End to End technical and functional Support improvement plan. • Overall documentation • End to End applications security • Responsible for any technical or security related audits • Deliver the program on time, scope and budget. • Committed overall roadmap • Project plan • Communication Plan