Head of Customer Integration

About us

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

Key responsibilities

• Business Alignment: 
• Key Outcomes: 
  • Responsible for onboarding of Large International customers as per goals agreed for 2026
• Adoption:
  • Recognize adoption roadblocks such as proper training, lack of capabilities, integration issues and plan to remediate them through training and clear communication via chosen team members. 
  • Select adoption champions to act as the connection between vendors, IT and the end-users. Start picking potential candidates from employees who are excited about the new approach, and are eager to adopt.
  • Build adoption champion community to encourage knowledge sharing among themselves, and with vendors and external partners. Foster use of social platforms in the organization to communicate.

• Migration Strategy: 
  • Collaborate with GDO team to understand the business objectives and ensure alignment with service management team. 
  • Ensure migration plans are aligned with Digital transformation objectives of growth and efficiency. 
  • Apply human-centered design thinking to incorporate feedback from all groups that are going to use the service. Although, mapping user experience won’t resolve all of their issues.
  • Automation: 
  • Help Enable identify system and tactical automation opportunities 
  • Collaborate with teams in as is process and proposed process, identify areas of opportunities for generic automation and workflow automation help customers with speedier delivery process 
  • Enable AI Adoption where applicable.

• Stakeholder Engagement: 
  • Engage with key stakeholders across GDO, Digital Technology, Global Design Authority and other relevant teams globally to ensure alignment and support for migration activities.
  • Manage sensitivity, Gain trust from GDO, wider Digital Technology teams, Design Authority and SI Partners
• Governance and Communication:
  • Agree on the right governance model and ensure Digital Technology, Marketing, OBF and GDO’s are kept updated on the progress.
  • Facilitate regular communication with business units to gather feedback, address concerns, and ensure that IT services meet business needs.
  • Present service performance metrics and improvement plans to senior management, highlighting the impact of IT services on business outcomes
• Governance, Security & Compliance
  • Establish best practices for code quality, testing, and change control in network automation.
  • Collaborate with Security, Compliance, and Risk teams to ensure all network changes follow enterprise policies and regulatory frameworks.
  • Define metrics, observability standards, and SLAs for network automation performance.
• Change Management: 
  • Change is always accompanied with challenges across the organization.
  • Develop and execute change management plans to ensure smooth transitions and adoption of new service management practices across the organization.
  • Challenge the status quo and convince teams on productivity improvements with changes processes, workflows and integrations.
• Quality & Risk Management: 
  • Oversee quality assurance and risk management processes to ensure that the migration is delivered on time, within scope, and to the highest standards.
  • Ensure E2E Quality testing in place, support UAT and production deployment. 
• Continuous Improvement: 
  • Post initial rollouts, lead initiatives to reflect and drive improvements iteratively.
  • Lessons leant should be documented and shared with wider stakeholder

About you

Essential role related knowledge, skills, certifications, and experience

• 15+ years of experience in networking or infrastructure domains.

Experience

• Minimum 5 years in a senior or leadership role in transformation programs delivering automations for large customers.

• Proven track record of delivering large-scale network automation and transformation programs.

Technical/Automation Skills

• Understanding of L1/L2/L3 processes, SDN, BGP, MPLS, VPN, routing protocols, firewalls, and load balancers across LAN, WAN, SDWAN, Voice and Security products.

• Understanding of cloud networking (AWS, Azure, GCP) and hybrid/multi-cloud environments.

• Demonstrated success in delivering large-scale automation initiatives.

• Strong leadership, communication, and stakeholder engagement skills.

• Solid understanding of CI/CD practices applied to infrastructure.

• Solid understanding of SOM/ROM and Config tools.

• Experience in automating workflows across heterogeneous vendor environments and across domains - LAN, WAN, SDWAN, Voice and Security products.

• Thorough Knowledge on all Service Assurance journeys

• Deep Knowledge of ITIL functions like Case Mgmt, Incident Mgmt, Change Mgmt, Service Request Mgmt and Problem Mgmt. Monitoring and Observability. CMDB

• Good understanding of change automation use cases such as Adding CoS policy, add data traffic policy, LAN interface, update CMDB with network changes etc.

• Good understanding of change catalogues 

AI-Driven Observability & Incident Detection

• Leverage AI/ML algorithms to proactively detect anomalies, predict failures, and reduce MTTR (Mean Time to Resolution).

• Integrate with AIOps platforms to automate root cause analysis across network events.

Cloud Platforms:

• Deep understanding of cloud computing environments (e.g., AWS, Azure, Google Cloud, private clouds) and the specific considerations for migrating to these platforms.

• Knowledge of cloud-native services and how to leverage them during the migration process.

Continuous Improvement: 

• Post initial migrations lead initiatives to reflect and drive improvements in migrations iteratively.

Budget Management: 

• Manage the budget for the migration project, ensuring cost-effectiveness and financial oversight.

• Maintain and publish current and forecasted spend on periodic/monthly basis.

• Optimize costs on every opportunity across license costs, resource costs and Infrastructure costs.

Change Management and Training: 

• Change is always accompanied with challenges across the organization.

• Develop and execute change management plans to ensure smooth transitions and adoption of new service management practices across the organization.

• Challenge the status quo and convince teams on productivity improvements with changes processes, workflows and integrations.

• Play a key role in UAT and ensure proper hands-on training. Create and integrate initial training material to help operations service desk teams to understand how the ServiceNow implementation will change their processes and workflow. Improve engagement with the material through videos, quizzes, social media and gamification.

• Take training beyond the traditional classroom to resolve issues in applying knowledge. Non-classroom training activities can expand the knowledge base and practical skills of employees, motivating self-structured training in your organization.

Quality & Risk Management: 

• Oversee quality assurance and risk management processes to ensure that the migration is delivered on time, within scope, and to the highest standards.

• Ensure E2E Quality testing in place, support UAT and production deployment. 

• Manage RAID logs and help support in Risk Mitigation , Highlight risks and take necessary Digital Technology and escalate where support needed

Leadership Skills

• Demonstrated ability to build, mentor, and lead high-performance engineering teams.

• Strong communication and stakeholder engagement capabilities.

• Comfortable navigating across engineering, operations, security, and leadership layers.

Problem-Solving and Troubleshooting:

• Strong problem-solving skills, with the ability to diagnose and resolve issues that arise during migration, such as data discrepancies, system incompatibilities, or performance bottlenecks.

• Experience with root cause analysis and developing corrective actions.

• Should have good articulation skills to explain problems/challenges to relevant stakeholders, present solutions and get wider agreement on solutions. 

Project Management:

• Should have experience leading large migration programs with extensive experience in service management across Incident, Problem, Integration and Project management.

• Experience working with internal and external employees from system integrators and external consultants.

• Knowledge of project management principles and methodologies (e.g., Agile, Waterfall) to plan, execute, and monitor migration projects.

• Ability to manage timelines, resources, and risks, and to communicate effectively with stakeholders.

• Clear business outcome oriented as per agreed migration plans

Behavioral Skills:

• Should be experienced to work with new and wider stakeholders from both technology and business.

• Should be proactive in taking initiatives to drive teams for better performance. 

• Should have experience in handling challenges in transformation programs and handling complex technical problems with out of box thinking.

• Should have ability to work with highly proficient technical teams, collaborate across teams to drive migration and win their confidence.

• Should have financial acumen to manage budget and drive optimization. 

• Should be proficient in international English, French is a plus

You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.

What we offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).• Professional Development: training programs and upskilling/re-skilling opportunities.• Career Growth: Internal growth and mobility opportunities within Orange.• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.• Reward Programs: Employee Referral Program, Change Maker Awards.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status 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 and equal opportunity employer: don't hesitate to tell us about your specific needs.