Head of Global Operations

4 days ago


Malmo, Skåne, Sweden Orange SA Full time
Key Responsibilities

Strategic:

  • Establish a unified organization to support direct customer and indirect channel customers on service desk activities.
  • Ensure a single view on all SOC related tickets and distribute the workload towards SOC entities.
  • Drive a transformation project to consolidate delivery hubs, ensuring the right amount of teams in the right place for a 24x7 EU and global delivery model.
  • Promote a continuous improvement mindset, leveraging automation to drive operational efficiency and excellence.

Tactical / Operational:

  • Capacity management: ensure the right numbers of resources are in place.
  • Monitor the quality of the service.
  • Actively follow up on Service Improvements Plans impacting the service desk.
  • Regularly review key KPIs.

People Management:

  • Service desk team leaders within Global Operations.
  • Service desk team managers within Global Operations (+/- 70 persons in 4 countries).


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