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/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.
