Orange Luxembourg is looking for a dynamic colleague to join our teams as a Technical Back Office Manager (M/F) on a permanent contract. Perhaps your talents are exactly what we are looking for!
📌Main Mission
The Technical Back Office Manager is responsible for managing a team of IT professionals, on site and remotely, with a strong on-site presence, ensuring high-quality service delivery to external customers. This role involves organizing, steering, and continuously improving the Back Office domain and Operational Services, while driving performance and fostering a culture of accountability.
🎯 Key responsabilities
Lead, motivate, and coach a diverse team of IT professionals, ensuring effective 24/7 support in resolving customer issues
Optimize the Back Office domains by implementing and enhancing a sourcing model (e.g., Nearshore extended teams abroad)
Develop and upskill team members to align with evolving customer expectations
Take ownership of major incident management (P0/P1), coordinating crisis resolution for both B2C and B2B customers
Deliver accurate and timely weekly/monthly operational and management dashboards for the Executive Committee
Maintain regular communication with Business departments regarding incident status, workarounds, resolution timelines, and proposed solutions
Ensure compliance with security and regulatory frameworks (ISO 27001, DORA, NIS2, and others) by documenting processes and actions in line with standard recommendations
Participate in and organize on-call duties to ensure operational continuity and crisis responsiveness
Tools & systems
Comarch (preferred)
IT Service Management tools (ITSM)
Dashboarding and reporting tools (e.g., Power BI, Tableau, Excel)
Profile sought
Proven experience in the telecommunications sector, managing technical back-office or IT operations teams in a multinational environment
Strong leadership and coaching skills, with the ability to drive motivation and performance
Solid expertise in Telecom incident and crisis management or IT or related industries
Excellent communication and senior stakeholder management skills (both technical teams and business leaders)
Ability to provide concise decision-making information and confidently manage potential crises with executive stakeholders
Willingness to perform on-call duties (requirement) as part of operational responsibilities
Fluent in French and English
📣 Discover Our Offer
Orange is a bold challenger in the Luxembourg telecommunications market 🚀.
Inspired? Then apply now!