Head Of Customer Integration

Publication date : Apr 23, 2026, 12:00AM

Orange Business is here!
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

At OB, Digital Technology’s purpose is “To be a trusted technology business partner, delivering outstanding digital experiences that amaze our customers, partners and employees”

Keeping customer at the center of this digital transformation, we are simplifying and standardizing processes/ways of working and migrating service desks to Service Model 2.0 – ITSM (ServiceNow including Service Bridge), Monitoring (Ciena UAA) and Observability (Splunk), CMDB (API4Business), Customer Portal(Vibe), Start of art Reporting and Dashboarding and Agentic AI helping customers to accelerate Digital Transformation. Customer Onboarding Head of French Large Customers is to lead the above transformation for large French Customers starting with discovery existing services desks, existing service management and Service Assurance applications, share security requirements specific to customers and local data regulations, design innovative strategies to collaborate with service desks, design out of box training and adoption strategies etc with Global Delivery and Operations teams with inclusive governance.

Migration plan should cater to challenging legacy processes, minimal impact to inflight projects, cutover plans, future ready architecture, stable data migration, leverage automation and AI with clear roles and responsibilities of all stakeholders such as Digital Technology, GDO, Technology and Architecture, Customers (various teams in customers including Service managers, process Owners, Technical teams etc), SI partners and product vendors.

Develop a trust relationship with the internal stakeholders and customers based on common objectives and plan, build the partnership from the current support model and drive business based on future proof technology and effective cost structure.

Work in partnership with the selected System Integrator and Product vendors to build a strong reliable ecosystem for the internal stakeholders and customers, collaboration for the roadmap delivery, transforming the teams and address the difficulties that will appear on the way.

Head of French Large Customers should work closely with Head of Service Management Migration and Business Engagement like 3 in a Box model to ensure successful migration delivering business outcomes.

Being part of Digital technology and working collaboratively with stakeholders, this role/migration plays a strategic role in OBS Digital transformation journey. This will enable OBS to simplify, modernize, automate legacy processes and provide digital services to B2B customers, further supporting the revenues growth and IT services development, co-driving GDO digital roadmap.

About you

Experience

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

At Orange, only your skills matter.

Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.