Head of Unified Service Management
Orange Business Services
Slough, UK
1d ago

about the role

The core mission of the head of Unified Service Management team is to prepare tomorrow’s IBO service management in a multi-service context, by defining the long-term strategy and by implementing it.

It includes the transformation of the skills and way of working in UCE in this area.

The evolution from network services towards multi-service requires to develop the collaboration with a wider range of stakeholders, all across OBS organization, mainly with business units in OGBS, with IB and CMI, as well as affiliates delivering products like OCB, OCD or OCWS.

The overall purpose is to define the evolution of the Service Management, therefore contributes to the strategy of CSO and OBS on this domain at a worldwide level, taking into account the growing number of multi-service customers.

This includes the definition of new operational models for Service Management, the development of new roles and their value propositions and identifies the required new skills for the future.

He / she leads a team dedicated to Service Management, owning the processes for service management, and drives the transformation of its way of working and of its deliverables, on all aspects : processes, tools , roles, evolution of offers & product development.

He / she keeps updating the long term direction of the team as the context evolves.

With an agile approach, he / she proposes new ideas, foster innovation and launches new initiatives to transform the service management domain.

He / she develops the needed transversal collaborations across OBS, with the business units, the sales / presales teams and with any entity supporting products outside of CSO.

Based on the interlocks with all the stakeholders, he / she identifies the new questions to be addressed, raises the problem statement in collaboration with them and elaborate solutions.

She / he leads and revises the governance between the UCE MS Run team and the service management community in the IBO regions and MSCs.

In particular, his / her team defines the relevant performance measurements for them, as well as service management costs, with the appropriate data analytics tools (e.

g. new productivity, unit costs, process performance).

His / her team owns the processes and the tool strategy for the customer service management domain, and provides support on these processes & associated tools at a global IBO level to the operational teams.

He / she drives the simplification or the redesign of the processes, with an end-to-end perspective, ensuring all product domains are covered.

He / she contributes to the IBO MBR and to the IBO budget for Service Management.

She / he represents the Service Management domain in CSO (e.g. IBO Leadership call, CSO Ops committee, etc.) and also globally within OBS OGSB, CMI and IB and set the proper governance with these stakeholders.

about you

Ability to drive changes in teams

Leadership skills in an uncertain and complex environment, and ability to adapt quickly in a changing context

People management skills, with people development and skill transformation

Transversal management and ability to develop collaboration with multiple stakeholdesrs in OBS

Ability to lead a team on a wide scope of activities

Ability to influence stakeholders

Ability to define a strategy and to design new frameworks

Very good communication skills

Fluent in English - Fluent in French is a plus.

additional information

key accountabilities

key result / decision areas (outcomes)

Service Management evolution strategy

Identified new topics and launch of new projects to address them.

Overall strategy for the evolution of the service management in IBO, and associated presentation up to CSO strat board

New roles & new operational models documented, with their value proposition, and new skills required.

Process ownership & community animation

Revised or new processes, best practices, communication for the service management community

Training paths for the SM community

Automation & tooling

voice of the service management in front of IT

IT budget requests for Service Management

tool requirements & trainings to support the Service Management community

Governance with the service management stakeholders

New interlocks in place with all entities outside of IBO to support service management for all products

Agreed roles & responsibilities on Service Management across the teams

Governance with the regions & MSCs

Updated governance with the regions & MSCs

Relevant metrics & data analytics for the operational teams (productivity, unit costs)

Lead improvement plans when requiring a global approach.

supports presales for the IBO run

operational model and sizing for service management for each request for presales support, when not done in regions.

Team management & tranformation

New ways of working in the team

new initiatives and project leadership

Represents the IBO UCE MS Service Management

Presentation in various steercos or CSO governance.

Budget for the Service Management in IBO


Customer Services & Operations


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