Head of ITSM Transformation

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

Head of ITSM Transformation
Location: Cairo, Egypt
Reporting to: Head of Digital Operations
Organization: Orange Business / Digital Technology

Role overview

Orange Business is reshaping how IT services are designed, delivered, and experienced. We are looking for a Head of ITSM Transformation to define and drive the next generation of IT service management for our 30,000 internal employees.

This role is not about incremental improvement. It is about rethinking ITSM to make it faster, more customer-centric, more data-driven, and ready for the future of digital operations.

Reporting to the Head of Digital Operations, you will lead the transformation of ITSM processes, tools, governance, and performance management across the organization. You will lead a team of approximately five people covering ITSM processes, tooling, and transformation initiatives, and you will work transversally across all Digital Operations and partner teams.

You will be expected to combine strong strategic vision with hands-on execution, delivering measurable results quickly while shaping a sustainable long-term ITSM model.

Key responsibilities

• Shaping the future of ITSM
  Define the target vision for ITSM at Orange Business, aligned with the future of digital operations and employee experience
  Translate this vision into a pragmatic, phased transformation roadmap
  Drive the evolution from reactive support to proactive, predictive, and value-driven service management
• ITSM transformation & execution
  Redesign ITSM processes (incident, request, problem, change, knowledge, governance) to improve speed, quality, and scalability
  Reorganize and align processes with the operating model, organizational structure, and tooling
  Ensure transformation initiatives are delivered on time, with clear ownership and measurable impact
• ServiceNow as a transformation platform
  Drive effective usage of ServiceNow as a core enabler of the ITSM future state
  Ensure process-first, data-driven use of the platform, limiting unnecessary customization
  Leverage ServiceNow to enable automation, standardization, transparency, and improved user experience
• Leadership & transversal influence
  Lead and develop a high-performing ITSM transformation team
  Act as a thought leader and change agent across Digital Operations
  Influence senior stakeholders without direct authority to drive alignment and adoption
  Lead strategic, transversal initiatives that cut across organizational and functional boundaries

About you

Profile & experience

Required experience

• 10+ years of experience in ITSM, IT operations, service delivery, or digital operations roles
• Proven experience leading ITSM or service transformation initiatives in complex, multi-team environments
• Strong background in process redesign, operating model alignment, and governance
• Hands-on experience with ServiceNow in a transformation or enterprise-scale context
• Experience defining and using KPIs to steer performance and change

Skills & competencies

• Strong delivery mindset with the ability to move fast and execute reliably
• Strategic thinker with a clear vision of where ITSM is heading
• Excellent influencing, communication, and stakeholder management skills
• Ability to operate credibly at both operational and executive levels
• Comfortable leading ambiguity and driving cultural change

Education & languages

• Master’s degree in engineering, IT, business, or equivalent
• MBA or executive management education is a strong plus
• Fluent in English and French

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 or 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.