Manager – Reporting, Strategic, Quality & Performance

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

• Role Purpose

The Manager – Reporting, Strategic, Quality & Performance is responsible for driving data-driven governance, performance excellence, and strategic visibility across the NSOC (Network & Security Operations Center).

This role ensures that operational performance, service quality, risk exposure, and transformation progress are clearly measured, analyzed, and communicated to internal leadership and clients (e.g., Air Liquide).

The position acts as a central bridge between operations and leadership governance, enabling fact-based decision-making and continuous improvement.

• Key Responsibilities
• Reporting & Dashboard Governance

Design, develop, and maintain operational and executive dashboards

Consolidate data from multiple tools (e.g., ServiceNow, Zabbix, CMDB, etc..)

Ensure accuracy, consistency, and automation of reporting

Deliver:

Daily operational reports (bilan)

Weekly performance dashboards

Monthly service reports

COPIL (Steering Committee) presentations

Standardize reporting templates across Mauritius, Malaysia, Brazil

• Performance Management

Define, track, and monitor KPIs and SLAs across NSOC

Analyze:

SLA compliance

Backlog trends

Escalation quality

Ticket quality (QA framework)

Identify performance gaps and improvement opportunities

Produce scorecards and ranking models (engineer / team level)

Support TOMs and GSMs with actionable insights

• Strategic Planning & Transformation

Support the Head of NSOC in defining and tracking strategic initiatives:

Build-to-Run transformation

AI and automation roadmap

Process standardization

Cost optimization

Maintain a strategic roadmap dashboard

Track progress against:

Milestones

KPIs

Business outcomes

Provide data-backed recommendations for decision-making

• Quality & Continuous Improvement

Integrate reporting with:

QA audit frameworks

Incident & Change audit results

Identify:

Recurring issues

Process deviations

Skill gaps

Drive continuous improvement initiatives

Measure impact of improvement plans

• Risk & Service Health Management

Develop and maintain risk dashboards

Highlight:

SLA breach risks

Critical vulnerabilities

Major incident trends

Operational weaknesses

Provide early warning signals to:

TOMs

GSMs

Head of NSOC

• Client Governance & Communication

Prepare and deliver:

Monthly service reports

Executive summaries

Assist in COPIL presentations

Translate operational data into business insights

Ensure clear, concise, and impactful storytelling

Support client-facing discussions with:

Trends

Risks

Improvement plans

• Automation & Data Evolution

Drive automation of reporting processes

Collaborate with technical teams to:

Automate data extraction

Improve data quality

Integrate tools

Introduce:

Predictive analytics (SLA risk, incident trends)

AI-assisted reporting (summaries, insights)

• Key Deliverables

NSOC Performance Dashboard (Daily / Weekly / Monthly)

Executive Dashboard for Head of NSOC

Engineer & Team Scorecards

Risk & Service Health Dashboard

Strategic Roadmap Tracker

Automation & Reporting Maturity Plan

Key KPIs KPI Target

SLA reporting accuracy 100%

Report delivery timeliness 100% on schedule

Data accuracy =99%

Dashboard automation rate Continuous improvement

Performance insights adoption High usage by leadership

Reduction in manual reporting Year-on-year reduction

Improvement actions tracked 100% visibility

About You Skills & Competencies Technical

• Strong knowledge of:
• ServiceNow (SNOW)
• Monitoring tools (Zabbix, NMS)
• SIEM / Security tools
• Data visualization tools:
• Power BI / Tableau / Grafana / Microsoft PowerPoint
• Advanced Excel / Data analytics
• Understanding of:
• ITIL processes
• SOC/NOC operations
• CMDB and asset management

Analytical

• Strong data analysis and interpretation skills
• Ability to identify trends, anomalies, and risks
• KPI design and performance modeling

Strategic

• Ability to translate data into business decisions
• Strong understanding of service delivery and operations governance
• Experience in transformation and continuous improvement

Communication

• Executive-level presentation skills
• Ability to simplify complex data
• Strong storytelling and reporting narrative

Leadership

• Ability to influence TOMs, GSMs, and leadership
• Strong ownership and accountability
• Experience & Qualifications
• 5–10 years experience in:
• Multinational Service delivery / NSOC / SOC / NOC/ CyberSOC environment
• Reporting / performance management / governance
• Experience in multi-country operations is a strong advantage
• Background in network or security operations preferred
• Certifications (nice to have):
• ITIL
• PMP / Agile
• Data analytics certifications

________________________________________

• Success Profile

A successful candidate will:

• Turn data into decisions
• Move NSOC from reactive reporting ¿ predictive intelligence
• Enable leadership with clear, actionable insights
• Drive a culture of performance, accountability, and continuous improvement

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

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.