Senior Program Manager - Service Management
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
Role Overview:
The Senior Manager – Service Management is a senior technical expert responsible for designing, implementing, and optimizing Telco Service Management solutions on the ServiceNow platform. This role focuses on delivering enterprise-grade Service management capabilities, including IT Asset Management (ITAM), sovereignty compliance, and on-premises deployments, ensuring scalable, secure, and efficient service delivery aligned with business needs.
Key Responsibilities
Solution Design & Architecture
- Lead the design of Telco Service Management solutions on ServiceNow, ensuring alignment with enterprise architecture standards.
- Develop scalable, secure, and compliant architecture models for on-premises ServiceNow deployments.
- Integrate ServiceNow with existing systems, APIs, and third-party tools to enable seamless workflows.
- Implement best practices for data sovereignty, privacy, and security within the platform.
Technical Leadership & Implementation
- Provide technical guidance during the deployment of ServiceNow modules related to Telco Service Management, ITAM, strategic portfolio management & FSM.
- Customize and configure ServiceNow to meet complex business requirements, including scripting, Flow Designer, and integrations.
- Lead technical workshops, reviews, and validation sessions with stakeholders and development teams.
Governance & Standards
- Establish technical standards, governance frameworks, and best practices for ServiceNow implementations.
- Ensure solutions adhere to security, compliance, and regulatory standards, especially related to sovereignty.
Continuous Improvement & Innovation
- Stay current with ServiceNow product updates, industry trends, and emerging technologies like Agentic AI, AI control tower, Workflow data fabric etc.,
- Identify opportunities for automation, process optimization, and platform enhancements.
- Drive innovation initiatives to modernize and optimize Telco service management capabilities.
Stakeholder Collaboration
- Act as a trusted technical advisor to business leaders, project teams, and vendors.
- Translate business requirements into technical solutions and architecture blueprints.
- Support project teams with technical expertise during implementation phases.
About you
Qualifications & Skills
- Extensive experience (10+ years) in ServiceNow architecture, development, and implementation.
- Deep expertise in Telco Service Management, ITAM, sovereignty, and on-premises & sovereign ServiceNow deployments.
- Strong scripting skills (JavaScript, Glide), API integrations, and Flow Designer.
- Proven ability to design scalable, secure, and compliant platform solutions.
- Knowledge of enterprise architecture standards and best practices.
- Relevant certifications (e.g., ServiceNow CMA, CTA, CIS, CAD ) are preferred.
Success Metrics
- Successful delivery of scalable, secure ServiceNow solutions aligned with enterprise standards.
- Seamless integration and automation of Telco service workflows.
- High platform stability, security, and compliance adherence.
Positive stakeholder feedback on solution effectiveness and innovation
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.
