Head of OCB Service Desk
ref :577381 | 24 Jan 2024
apply before : 23 Apr 2024
Egypt Cairo - Egypt
about the role
Job Purpose: Head of Service Desk is responsible to Develop the operational plan needed to support OCB customers’ transformation and Drive sustainable growth for the business; and to Lead the Service Desk team to Provide a best-in-class customer E2E cloud service experience.
Key Activities & Deliverables:
Planning & Organizing Accountable for supporting the objective of the strategic plan by
Translating the strategic goals into SMART objectives; Developing Concrete Operational Plan for the execution Creating potential-based Talent Map for efficient resource allocation Developing Succession Plans for talent development and internal mobility
Motivating
Responsible for Developing the right motivation strategies by
Creating a Positive Atmosphere Establishing a Team Portfolio highlighting the individual motivators Supporting Personal Development plans
Controlling
Responsible for Driving sustainable improvements by Continually evaluating the Team Performance, and deliverables
Ensure optimized operation: consistent outcomes, boosted productivity, and simplified processes Define Clear Role Profiles, Performance Standards, and Targets Develop a continual improvement Strategy to address the revealed performance gaps Ensure the SD readiness for new customers and services Ensure team development and upskilling to the latest OCB service portfolio.
about you
Education and Experience: Bachelor's degree in Engineering or equivalent experience Min. 5 years related work experience (Customer Support) Relevant experience with leading complex, large scale, IT/technical/engineering programs is a plus
Technical Knowledge
Solid knowledge on any of the following topics ITIL, 6 sigma, Prince2, COBIT, PMP is a plus Solid understanding of Orange Business Services solutions Understanding of corporate governance within complex organizations Good technical background in different technology such systems, applications, storage, backup, etc... is a plus
Soft Skills and Abilities:
Proficient English, and French Clear Communication Skills with ability to use positive language Excellent customer service skills Excellent Interpersonal & Collaboration skills. Good time management, organizational and leadership skills Good Presentation and Communication skills
Only your skills matter
Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company: don't hesitate to tell us about your specific needs.
4,21/5 is the candidate experience in France, in the category of companies with over 1,000 employees
