Head Of Global Service Desk
6 days ago
About the Role
Orange Cyberdefense, an Orange Group company, is one of the world's leading cyber security services and solutions providers and enjoys 25 years’ experience in the field of global information security, providing products and services for leading organizations in over 160 countries.
We are building a safer digital society, protecting individual and corporate freedom across geographies.
Working as the Head of Global Service Desk
Orange Cyberdefense specializes in the design, implementation, and support of the most reliable and innovative security solutions and services. Our focus and experience in Managed Security Services provide security and continuity to safely enable our customers’ businesses to grow. Our philosophy is very simple: we empower organizations to protect themselves in an increasingly online world so that they can maintain the trust and confidence of their customers. Put simply, we safely enable business.
The role of the Head of Global Service Desk is responsible for managing all the service desks L0/L1 within OCD with a high degree of standardization and automation across our different delivery hubs. Reporting to the VP Global SOC and working closely with colleagues Heads of SOC to ensure the delivery of Global SOC.
Key Responsibilities:
Strategic
1. Put one organization in place that can support direct customer and indirect channel customers on service desk activities.
2. Ensure that the organization has a single view on all SOC related tickets and can distribute the workload towards the SOC entities.
3. Drive a transformation project to consolidate the different delivery hubs ensuring we have the right amount of teams in the right place for a 24x7 eyes on screen EU and global delivery model.
4. Drive a continuous improvement mindset constantly leveraging automation to drive operational efficiency and excellence.
Tactical / Operational
1. Capacity management - ensure that we have the right numbers of resources in place.
2. Follow up of the quality of the service.
3. Actively follow up on Service Improvements Plans impacting the service desk.
4. Regular operational follow up on key KPIs.
People Management
1. Service desk team leaders within Global Operations.
2. Service desk team managers within Global Operations (+/- 70 persons in 4 countries).
Why Are We Talking to You?
1. Understanding of customer service organization.
2. People management skills to be able to manage a larger organization.
3. International mindset and culture understanding.
4. Leading large transformation projects in a multi-culture and multi-geographical environment.
5. Leading digital transformation, automation, and AI projects driving operational excellence and efficiency.
6. Fluent language skills in English, written and verbal.
What You Can Expect From Us
1. Never Stop Learning - We want to be the best in what we do and therefore we provide training, certifications, and learning opportunities for every employee so you continuously enrich your skills.
2. Transparency - Communication is key So we organize company and team meetings on a regular basis so everyone is informed properly.
3. Do What You Love - Enjoy flexibility with offices in Brussels, Antwerp, Ghent & Rotselaar, a variety of events, and lots of activities. We spend more time at work than we do at home, that is why it is important that everyone feels at home. And we make sure you do
4. Snack to Your Heart's Desire - At Orange Cyberdefense we keep it healthy. So, you can enjoy an assortment of fresh fruit and healthy snacks. For those with an occasional sugar dip, there are sweet snacks available.
5. Reputable Brand - You will join an internationally growing company with over 25 years of experience in the industry. This makes us experts in what we do. We have an international presence and yet local teams to assist our customers.
6. The Good Life ...
Are You Interested? Then Jump In
Orange Cyberdefense is an equal opportunities employer, welcoming applications from all people, regardless of their race, sex, disability, age, religion, or sexual orientation.
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