Senior Product Manager on Managed Observability

Part of the “Communication Services Business line”, the Global Professional Services department mission is to develop and maintain innovative, sustainable and transversal Digital and Professional Services offers and capabilities¿ to support all types of telco/digital integrated solutions shaped in the zones in alignment with Orange Business Strategic Value Propositions.¿

Product Manager missions will be to develop value, revenues and margin for professional services offers for France and international customers. 

Product Portfolio:

• Our offers portfolio covers the full spectrum of Professional Services, including Consulting, Implementation Services (project management, expertise) and Service Management (Incident, Problem, Crisis, Change, Success Management, etc...).
• We address the digital journey and portals of our offers. We design SLA.
• We own flagship offers on innovative service management: Observability & AIOps, and MSI (multi-sourcing integration).

2025-2026 stakes:

• simplifying our portfolio by reducing the number of offers (in Fr)
• shifting our portfolio to a platform approach, allowing our customers to self-manage their solution digitally, with the ability to buy advanced, premium and à la carte services along their lifecycle, with a focus on business outcomes and proactive advise
• Innovating, leveraging on monitoring, observability, AIOps, automation, digital workflows
• Improving our time-to-market and margin through composable product modelling
• Continuous incremental delivery for faster time-to-market and shorter learning cycles
• Internal: shifting to SAFe portfolio management and offer development with the rest of Orange B.
• Internal: Revenue assurance

Service Model 2.0 context:

In the Context of the Service Model 2.0 Enterprise Epic, we need to develop the right offers, to ensure our customers can get the best service with autonomy, flexibility, speed and scalability to support their Business needs with our platforms. 

Our observability managed service will have to provide abilities for our internal teams and for our customers :

• To detect the user experience degradation, business service impacts (and especially leveraging well-known issues)
• To troubleshoot user experience degradation, service degradation or interruption
• To anticipate the trends in order to help decision (for example to prevent issues)
• To automate the the well-known remediation 
• To anticipate and prevent issues, leveraging weak signals from Machine Learning and prevention recommandations
• To boost efficiency of the services we deliver (especially those included into Evolution Platform) and  the business services of our customers (availability, performance and user experience)

As Product Manager on Observability managed service, you will have to provide value-add features to be developed by the IT teams to deliver continuous improvements towards our customers and internally on the previous listed elements. AI must be at the heart of our observability service to maximize relevance, quality and proactivity. 

As GPS has a strong ambition of composability and modularity, this managed service will be composed of numerous indutrialized use cases to be delivered as standards. As part of the Product Management team for the Observability managed service, and in order to allow parallel development, you will be Product Manager for some of the use cases to be developped, according to the prioritization defined in the strategy by the lead Product Manager.

The current prioritized use cases are :

• Employee experience observability (critical application off-the-shelf such as Microsoft Teams, SAP, …)
• IT observability and AIOps for infrastructure operations
• Contact Centers observability

Main missions, in consistency with the Observability strategy defined by the current Product Management team leading the vision of the service, you will have to:

• Manage offers development and evolutions from creation to launch,
• Define use cases vision, roadmap and features considering customers and sales channels inputs and feedbacks,
• Take into account customer journey, digital journey, SLA
• Ensure the value is released on time, with the support from a project manager,
• Manage the offers lifecycle,
• Propose, contribute and enforce our marketing strategy allowing to reach our objectives in terms of revenues, customer satisfaction and operational improvements. 

Main activities:

• Anticipate market evolutions (customer needs, competition, etc…),
• Benchmark with our competitors,
• Contribute to marketing strategy and propose offers evolutions that will be in line with revenues expectations and BU profitability.
• Focus on customer needs with modern methods such as Design Thinking,
• Develop new offers (or offers evolution) in line with SAFe methodology, and in coordination with other marketing teams, IT (CTIO) and operations (GDO).
  • Identify the Business Hypothesis and build the Lean Business Case,
  • Define the product vision, value proposition, high-level roadmap
  • Right SAFe Epics, Features, and User Stories,taking the role of PO (Product Owner) and/or PM(Product Management)
  • Prioritize the product backlog based on SAFe methodologies (WSJF),
  • Coordinate with Sales channels to align on priorities,
  • Participate in the Product Increment Planning,
  • Develop the MVP and learn from the ground to pivot or persevere.
• Anticipate economic and financial performances of our offers, by building-up the Business Case with finance,
• Manage offers economic piloting (budget follow-up, profitability, gap analysis, proposal and improvement plans),
• Support and animate operations and channels