Manager – Reporting, Strategic, Quality & Performance

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

1. 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.

2. Key Responsibilities

A. 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

 

B. 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

 

C. 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

 

D. 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

 

E. 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

 

F. 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

 

G. 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)

 

3. Key Deliverables

NSOC Performance Dashboard (Daily / Weekly / Monthly) Executive Dashboard for Head of NSOCEngineer & 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 scheduleData accuracy    =99%Dashboard automation rate    Continuous improvementPerformance insights adoption    High usage by leadershipReduction in manual reporting    Year-on-year reductionImprovement actions tracked    100% visibility

 

About you

Skills & Competencies

Technical

•    Strong knowledge of: o    ServiceNow (SNOW) o    Monitoring tools (Zabbix, NMS) o    SIEM / Security tools •    Data visualization tools: o    Power BI / Tableau / Grafana / Microsoft PowerPoint•    Advanced Excel / Data analytics •    Understanding of: o    ITIL processes o    SOC/NOC operations o    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 6. Experience & Qualifications

•    5–10 years experience in: o    Multinational Service delivery / NSOC / SOC / NOC/ CyberSOC environment o    Reporting / performance management / governance •    Experience in multi-country operations is a strong advantage •    Background in network or security operations preferred •    Certifications (nice to have): o    ITIL o    PMP / Agile o    Data analytics certifications________________________________________7. 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.

Responsibilities

1. 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.
2. Key Responsibilities
A. 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
 
B. 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
 
C. 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
 
D. 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
 
E. 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
 
F. 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
 
G. 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)
 
3. 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