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About the Role

To have overall accountability for the quality of solutions provided to multinational customers, measuring service against defined Service Level Agreements (SLAs).

Service Level Management
Prepare and publish Program Plan (including Program Structure, Roadmap, Governance Matrix) of Customer Service Strategy; ensure all internal and external stakeholders agree and understand roles and responsibilities.
Ensure full compliance of agreed solutions and services to meet customer needs; proactively monitor agreed SLAs to deliver exceptional service and acknowledged customer value, focusing on beating the target.
Ensure successful program management through coordinated management of a portfolio of projects/activities.
Ensure the customer sees and feels Orange Business Services delivery as a seamless team, irrespective of internal/third-party structures; manage account resources per service.
Identify and mitigate risks (failure or delay); ensure appropriate levels of business contingency/continuity are in place.
Present monthly service reviews and Service Improvement Program actions; manage customer expectations; interpret high-level dashboard of all operations to customer (sponsor/service director).
Provide customers with informed industry benchmarks (e.g., Gartner, Telemark); propose service enhancements that continually position Orange Business Services as best in class.
Proactively review overall service requirements with business users; identify gaps and opportunities, and help users articulate needs.
Help customers upscale existing contracts; help visualize the enhanced value and assist AGM/ECT in building the business case/sales presentations.
Develop innovative proposals (e.g., new platforms) to maximize the customer business strategy.
Present monthly high-level dashboard of all operations to Customer Operations Director; highlight trends and value generation opportunities.
Win trusted status as the extended member of the customer’s service team.
Prepare, monitor, and advise on Customer Performance Scorecard.
Identify and create additional customer value.
Continually review the efficiency of Orange Business Services processes to ensure delivery of world-class innovative solutions.
Optimize operational processes to match the economic balance between Orange Business Services industrialized processes (factory deliverables) and customized requirements.
Contribute thought leadership to Orange Business Services’ Centre of Excellence of customer/industry requirements to ensure Orange Business Services leads the market.

Change Management
Manage in/out of scope requests and agree on any change/release management (CM).

Financial Management
Financial management of the Services P&L.
Peer review monthly customer billing; ensure bill accuracy.
Accountable for resolution of billing issues and assist AGM in escalated cases.
Ensure billing remains consistent with contract and client expectations – no surprises.

About You

• Customer Service and Service Management Experience.
• 6 to 9 years of experience with at least 3-4 years of work experience in customer-facing organizations within the telecom or IT industry.
• Virtual team management experience.
• Good level of practiced technical knowledge of Networks, Voice, Security, etc., with market understanding.
• Language Skills: English (if not mother tongue, fluent written and verbal), local language.
• Bachelor of Engineering/Diploma in Information Tech preferred.
• Technical Skills: good knowledge of Network, IT Services, Security (Palo Alto - Nextgen), Mobility, Voice, and/or integration solutions and technologies, CCNA - Voice, CCIP.
• Soft Skills: good communication, negotiation, presentation, and organization skills.
• Fully empowered to coordinate all entities involved in the technical performance of our solutions.
• Can work independently, shows initiative and proactivity.
• Can work well under pressure and handle escalations calmly and competently.
• Sound knowledge of IT Infrastructure Library concepts (ITIL V4) - foundation certification.

Department

Global Delivery & Operations

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.