Technical back office manager (m / f)

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 B2 C and B2 B 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