
Global Service Delivery Director
4 days ago
At Orange Cyberdefense, we are building a safer digital society, protecting individual and corporate freedom across geographies. As the Head of Global Service Desk, you will play a pivotal role in achieving this vision.
About UsWe are one of the world's leading cyber security services and solutions providers, with 25 years of experience in the field of global information security. Our expertise spans over 160 countries, where we provide products and services for leading organizations. We empower organizations to protect themselves in an increasingly online world, enabling them to maintain trust and confidence with their customers.
The RoleThe Head of Global Service Desk is responsible for managing all service desks L0/L1 within Orange Cyberdefense, with a high degree of standardization and automation across our different delivery hubs. Reporting to the VP Global SOC, you will work closely with colleagues Heads of SOC to ensure the delivery of Global SOC.
Key Responsibilities- Strategic:
- Promote a unified organization that supports direct customer and indirect channel customers on service desk activities.
- Ensure a single view on all SOC related tickets and distribute workload towards the SOC entities.
- Drive transformation projects to consolidate delivery hubs, ensuring the right teams are in place for a 24x7 eyes-on-screen EU and global delivery model.
- Cultivate a continuous improvement mindset, leveraging automation to drive operational efficiency and excellence.
- Tactical/Operational:
- Capacity management: Ensure the right resources are in place.
- Quality of service follow-up.
- Active follow-up on Service Improvement Plans impacting the service desk.
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