Enterprise Support System (ESS) Manager – Tunisia (Onsite)

About the role

We are seeking an experienced Enterprise Support System (ESS) Manager to lead the end‑to‑end operations of our telecom ESS applications in Tunisia. The role will ensure high availability, optimal performance and strict SLA compliance across a portfolio that includes in‑house Java front‑end channels, web portal, e‑shop, CRM, Radius and cloud platforms.

Key responsibilities

• Own and manage the full lifecycle of Telecom ESS applications, guaranteeing service availability and performance.
• Coordinate between IT teams, vendors and business stakeholders to deliver seamless service.
• Define, implement and govern ITIL‑based processes such as Incident, Problem, Change, Release, SLA and Service Reporting.
• Drive automation, process optimisation and continuous improvement initiatives.
• Forecast resource needs, lead recruitment, onboarding and skill development of support teams.
• Monitor and report operational KPIs, SLAs, OLAs and take corrective actions.
• Lead major incident management, root‑cause analysis and preventive actions.
• Manage vendor contracts, performance and compliance with telecom regulations, security standards and audit requirements.
• Prepare operational dashboards, performance reports and budget forecasts for senior management.

Required profile

• Bachelor’s degree in Telecommunications, IT, Business Administration or a related field.
• Proven experience managing large, multi‑skilled teams in a telecom environment.
• Strong understanding of Telecom ESS ecosystems (CRM, sales channels, middleware, etc.).
• Experience with ITIL/service management frameworks; certification preferred.
• Excellent stakeholder management, negotiation and conflict‑resolution abilities.

Required skills

• Java (in‑house application development)
• CRM platforms
• Radius authentication systems
• Cloud platforms
• ITIL process implementation
• Databases and reporting tools
• Enterprise application operations