Operations and Quality Manager - N

About Proximus NXT

Proximus NXT Luxembourg supports all organizations in their digital transformation, by providing holistic ICT & Telecommunication solutions, as well as tailored managed services. With our partners and customers, we co-create opportunities and enable growth in a secure and sustainable manner. As a result of our unique expertise in next-gen IT services, mobile and advanced connectivity, we help our customers achieve their ambitions and realize their vision.

Together with them and our partners we implement sovereign and trusted solutions that make people work smarter.– www.proximusnxt.lu

Your mission :

The Operations and Quality Manager is responsible for the operational governance, service quality, delivery coordination, and continuous improvement of the infrastructure and network managed services delivered within the scope of the organization.
The role ensures operational stability, service performance, compliance with contractual obligations, and alignment between operational squads, architects, DevOps teams, service delivery management, and customer expectations.
The Operations and Quality Manager acts as the central operational coordination authority for daily service delivery activities, incident escalation management, quality assurance, operational planning, and service governance across infrastructure domains including network, firewall, DNS, reverse proxy, load balancing, remote access, cloud connectivity, and supporting services.
The role combines operational leadership, quality governance, ITIL process ownership, resource coordination, and service improvement responsibilities.

Key Responsibilities
• Operational Governance
• Coordinate operational activities across all infrastructure and security service teams.
• Ensure operational continuity, stability, and service availability.
• Supervise daily operational execution and service delivery performance.
• Ensure operational priorities are aligned with customer expectations and contractual commitments.
• Monitor operational effectiveness through KPIs, SLAs, OLAs, quality indicators, and operational dashboards.
• Ensure operational readiness for planned changes, interventions, migrations, and maintenance activities.
• Drive operational consistency and standardization across squads and managed services.

Quality and Compliance Management
• Ensure operational deliverables comply with internal standards, security policies, contractual requirements, and regulatory obligations.
• Enforce operational quality controls and validation mechanisms.
• Coordinate corrective and preventive actions when quality deviations are identified.
• Ensure operational documentation, procedures, and runbooks remain accurate and maintained.
• Support audit activities and operational compliance reviews.
• Promote continuous service improvement and operational excellence practices.

Operational Planning and Resource Coordination
• Coordinate workload planning with Team Leaders, Product Owners, Architects, and Service Delivery Managers.
• Ensure operational teams have sufficient capacity to deliver services within agreed timelines and quality expectations.
• Participate in resource planning and operational staffing activities.
• Coordinate allocation of DevOps and operational resources for projects, transitions, and critical activities.
• Anticipate operational bottlenecks, resource shortages, and delivery risks.

Incident, Problem, and Change Management
• Act as escalation manager for major operational incidents and critical service disruptions.
• Coordinate communication during incidents, maintenance windows, and service interruptions.
• Ensure proper execution of Incident Management, Problem Management, and Change Management processes.
• Lead operational coordination during crisis situations and major service outages.
• Ensure root cause analysis and corrective action plans are produced and tracked.
• Ensure lessons learned and operational improvements are integrated into procedures and processes.

Service Desk and On-Site Operations
• Overall responsible for Service Desk operational performance.
• Ensure efficient request fulfilment, incident handling, escalation, and customer communication processes.
• Supervise on-site intervention coordination and field operation activities.
• Ensure operational teams maintain responsiveness and service quality. Cross-Service Operational Coordination
• Collaborate with other Operations Managers and managed service providers to ensure operational coherence across interconnected services.
• Coordinate dependencies between infrastructure domains, cloud services, network services, security services, and supporting platforms.
• Share operational best practices, governance improvements, and service management methodologies.
• Support integration of new operational models, automation capabilities, and DevOps practices.

Reporting and Governance
• Produce operational, technical, and management reports.
• Present operational status, risks, quality indicators, and improvement plans to management and customers.
• Maintain visibility on operational risks, service degradations, recurring incidents, and capacity concerns.
• Support governance meetings, service reviews, and operational steering committees.

Your profile :

Required Experience
• Minimum 10 years of experience in IT infrastructure, network, security, or managed services environments.
• Proven experience managing large-scale operational teams and service delivery activities.
• Experience in managed services operations and operational governance.
• Experience coordinating multi-disciplinary technical teams.
• Strong experience in Incident, Problem, and Change Management processes.
• Experience working in complex enterprise or multi-provider environments.

Technical Knowledge
Good understanding of:
• Enterprise network infrastructure
• Firewall and security operations
• DNS, reverse proxy, and load balancing services
• Remote access and VPN technologies
• Cloud and hybrid infrastructure environments
• Monitoring and observability platforms
• ITIL service management processes
• DevOps and automation principles
• Service governance and operational reporting

Soft Skills
• Excellent organizational and planning skills
• Strong leadership and coordination capabilities
• Excellent communication and stakeholder management skills
• Strong operational decision-making abilities
• Ability to work under pressure during critical incidents
• Strong analytical and problem-solving mindset
• Strong attention to detail and quality
• Customer-oriented mindset
• Ability to drive operational improvements and operational maturity

Languages
• English: mandatory (written and spoken)
• French: desirable

Typical KPIs
• SLA compliance rate
• Incident resolution time
• Major incident recurrence rate
• Change success rate
• Operational backlog evolution
• Operational quality compliance score
• Service availability indicators
• Customer satisfaction indicators
• Escalation handling efficiency
• Automation adoption rate
• Operational documentation coverage

Positioning within the Organization
The Operations and Quality Manager work closely with:
• Team Leaders
• Product Owners
• Service Delivery Managers
• Architects
• DevOps teams
• Compliance teams
• Project Managers
• Customer operational representatives
• External managed service providers

The role acts as the operational coordination bridge between governance, delivery, operations, and quality assurance functions.

Our offer :

A professional and stimulating work environment in the IT & telecom sector. Multiple career opportunities within the Proximus Group at national and international level, cutting-edge training in new technologies, a wealth of recognized expertise. We also offer an attractive salary package and many other benefits.

Our company is an equal opportunity employer, valuing diversity in all its forms. We firmly believe that each individual brings a unique richness to our teams, and we are committed to creating an inclusive environment where every voice counts.

If at the end of the process your application is successful, you will be asked to provide an extract from your criminal record. Your personal information will be handled in compliance with applicable data protection laws.