Head Of Customer Integration

Role overview

Head Of Customer Integration at Orange Business

Adoption:Recognize adoption roadblocks such as proper training, lack of capabilities, integration issues and plan to remediate them through training and clear communication via chosen team members.

Responsibilities

• Business Alignment.
• Key Outcomes:Responsible for onboarding of Large International customers as per goals agreed for 2026.
• Select adoption champions to act as the connection between vendors, IT and the end-users.
• Start picking potential candidates from employees who are excited about the new approach, and are eager to adopt.
• Build adoption champion community to encourage knowledge sharing among themselves, and with vendors and external partners.
• Foster use of social platforms in the organization to communicate.
• Migration Strategy:Collaborate with GDO team to understand the business objectives and ensure alignment with service management team.
• Ensure migration plans are aligned with Digital transformation objectives of growth and efficiency.
• Apply human-centered design thinking to incorporate feedback from all groups that are going to use the service.
• Although, mapping user experience won’t resolve all of their issues.
• Automation.
• Help Enable identify system and tactical automation opportunities.
• Collaborate with teams in as is process and proposed process, identify areas of opportunities for generic automation and workflow automation help customers with speedier delivery process.
• Enable AI Adoption where applicable.
• Stakeholder Engagement:Engage with key stakeholders across GDO, Digital Technology, Global Design Authority and other relevant teams globally to ensure alignment and support for migration activities.
• Manage sensitivity, Gain trust from GDO, wider Digital Technology teams, Design Authority and SI Partners.
• Governance and Communication:Agree on the right governance model and ensure Digital Technology, Marketing, OBF and GDO’s are kept updated on the progress.
• Facilitate regular communication with business units to gather feedback, address concerns, and ensure that IT services meet business needs.
• Present service performance metrics and improvement plans to senior management, highlighting the impact of IT services on business outcomes.
• Governance, Security & ComplianceEstablish best practices for code quality, testing, and change control in network automation.
• Collaborate with Security, Compliance, and Risk teams to ensure all network changes follow enterprise policies and regulatory frameworks.
• Define metrics, observability standards, and SLAs for network automation performance.
• Change Management:Change is always accompanied with challenges across the organization.
• Develop and execute change management plans to ensure smooth transitions and adoption of new service management practices across the organization.
• Challenge the status quo and convince teams on productivity improvements with changes processes, workflows and integrations.
• Quality & Risk Management:Oversee quality assurance and risk management processes to ensure that the migration is delivered on time, within scope, and to the highest standards.
• Ensure E2E Quality testing in place, support UAT and production deployment.
• Continuous Improvement:Post initial rollouts, lead initiatives to reflect and drive improvements iteratively.
• Lessons leant should be documented and shared with wider stakeholder.
• Essential role related knowledge, skills, certifications, and experience. 15+ years of experience in networking or infrastructure domains.

Required qualifications

• Minimum 5 years in a senior or leadership role in transformation programs delivering automations for large customers.
• Proven track record of delivering large-scale network automation and transformation programs.
• Technical/Automation Skills.
• Understanding of L1/L2/L3 processes, SDN, BGP, MPLS, VPN, routing protocols, firewalls, and load balancers across LAN, WAN, SDWAN, Voice and Security products.
• Understanding of cloud networking (AWS, Azure, GCP) and hybrid/multi-cloud environments.
• Demonstrated success in delivering large-scale automation initiatives.
• Strong leadership, communication, and stakeholder engagement skills.
• Solid understanding of CI/CD practices applied to infrastructure.
• Solid understanding of SOM/ROM and Config tools.
• Experience in automating workflows across heterogeneous vendor environments and across domains - LAN, WAN, SDWAN, Voice and Security products.
• Thorough Knowledge on all Service Assurance journeys.
• Deep Knowledge of ITIL functions like Case Mgmt, Incident Mgmt, Change Mgmt, Service Request Mgmt and Problem Mgmt.
• Monitoring and Observability.
• CMDB.
• Good understanding of change automation use cases such as Adding CoS policy, add data traffic policy, LAN interface, update CMDB with network changes etc.
• Good understanding of change catalogues.
• AI-Driven Observability & Incident Detection.
• Leverage AI/ML algorithms to proactively detect anomalies, predict failures, and reduce MTTR (Mean Time to Resolution).
• Integrate with AIOps platforms to automate root cause analysis across network events.
• Cloud Platforms.
• Deep understanding of cloud computing environments (e.g., AWS, Azure, Google Cloud, private clouds) and the specific considerations for migrating to these platforms.
• Knowledge of cloud-native services and how to leverage them during the migration process.
• Continuous Improvement.
• Post initial migrations lead initiatives to reflect and drive improvements in migrations iteratively.
• Budget Management.
• Manage the budget for the migration project, ensuring cost-effectiveness and financial oversight.
• Maintain and publish current and forecasted spend on periodic/monthly basis.
• Optimize costs on every opportunity across license costs, resource costs and Infrastructure costs.
• Change Management and Training.
• Change is always accompanied with challenges across the organization.
• Play a key role in UAT and ensure proper hands-on training.
• Create and integrate initial training material to help operations service desk teams to understand how the ServiceNow implementation will change their processes and workflow.
• Improve engagement with the material through videos, quizzes, social media and gamification.
• Take training beyond the traditional classroom to resolve issues in applying knowledge.
• Non-classroom training activities can expand the knowledge base and practical skills of employees, motivating self-structured training in your organization.
• Quality & Risk Management.
• Oversee quality assurance and risk management processes to ensure that the migration is delivered on time, within scope, and to the highest standards.
• Manage RAID logs and help support in Risk Mitigation , Highlight risks and take necessary Digital Technology and escalate where support needed.
• Leadership Skills.
• Demonstrated ability to build, mentor, and lead high-performance engineering teams.
• Strong communication and stakeholder engagement capabilities.
• Comfortable navigating across engineering, operations, security, and leadership layers.
• Problem-Solving and Troubleshooting.
• Strong problem-solving skills, with the ability to diagnose and resolve issues that arise during migration, such as data discrepancies, system incompatibilities, or performance bottlenecks.
• Experience with root cause analysis and developing corrective actions.
• Should have good articulation skills to explain problems/challenges to relevant stakeholders, present solutions and get wider agreement on solutions.
• Project Management.
• Should have experience leading large migration programs with extensive experience in service management across Incident, Problem, Integration and Project management.
• Experience working with internal and external employees from system integrators and external consultants.
• Knowledge of project management principles and methodologies (e.g., Agile, Waterfall) to plan, execute, and monitor migration projects.
• Ability to manage timelines, resources, and risks, and to communicate effectively with stakeholders.
• Clear business outcome oriented as per agreed migration plans.
• Behavioral Skills.
• Should be experienced to work with new and wider stakeholders from both technology and business.
• Should be proactive in taking initiatives to drive teams for better performance.
• Should have experience in handling challenges in transformation programs and handling complex technical problems with out of box thinking.
• Should have ability to work with highly proficient technical teams, collaborate across teams to drive migration and win their confidence.
• Should have financial acumen to manage budget and drive optimization.
• Should be proficient in international English, French is a plus.
• You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.
• 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.
• 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.

Employment details

• Location: BANGALORE [KARNATAKA] [INDIA], BANGALORE [INDIA]

About the employer

• Join us at Orange Business!

Additional role details

• Publication date : Aug 06, 2026, 12:00AM.
• 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.