Technical Customer Service Manager

Orange Business is the Orange Group entity dedicated to businesses and organizations. Our unique history as a telco operator and now an IT services company enables us to support the sustainable digital transformation of enterprise businesses worldwide.

The experience and diversity of our 30,000 employees, experts in B2B challenges around the world, are our greatest assets.

We defend an ethical, responsible, and inclusive vision of digital technology, while helping businesses reimagine their services. This is how we create a positive impact for our customers, our employees and the planet.

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The Technical Customer Service Manager role is a technical, customer-facing role responsible for ensuring service quality and operational excellence for SDWAN and IP network services across assigned enterprise customer accounts. The role requires strong experience with Cisco SDWAN or Fortinet SDWAN, and involves leading support engagements, managing service changes, and ensuring SLA compliance. You will need excellent communication skills to liaise effectively with clients, along with a problem-solving mindset focused on customer satisfaction and continuous improvement.

Key Responsibilities

• Act as the primary point of contact for enterprise customers regarding operational issues, incidents, and service performance of SDWAN and IP network services.
• Generate and deliver monthly reports tracking SLA metrics : performance, quality, change requests, and network capacity.
• Manage change requests involving SDWAN configurations (e.g., QoS, policy, tunnels) and conduct acceptance testing for service modifications.
• Coordinate end-to-end testing and validation of newly deployed or upgraded SDWAN services with internal teams and customers.
• Lead technical review meetings with customers to discuss incidents, trends, improvements, and service evolution.
• Work closely with project management, engineering, and field operations teams to ensure aligned service delivery and quick resolution of escalated issues.
• Maintain detailed service documentation, configuration records, and network design archives for operational handover.
• Identify service gaps and proactively recommend or initiate improvements to meet or exceed customer expectations.
• Ensure compliance with Service Level Agreements (SLAs) and manage incident escalation paths.
• Support capacity planning, network optimization discussions, and planning workshops with customer and account teams.
• Validate billing against service inventory to ensure accuracy and contractual compliance.

Requirements

Experience :

Certifications (Preferred) :

Technical Skills & Competencies :

Soft Skills & Language Requirements :

You have unique experiences, skills and passions. Why not bring them all to Orange?

Here, you can experience a rich, rewarding career and lifestyle that will surprise you with its breadth and potential. Imagine the excitement and satisfaction of what you can do, where you can go, and the difference you can make here at Orange.

We value our employees through various recognition programs at country and region and global level.

Orange Business is an Equal Opportunity Employer. We are committed to a diverse workforce and do not discriminate on the basis of age, gender, race, ethnic origin, sexual orientation, gender identity or gender expression, religion / belief, national origin, marital status, disability or veteran status.