About Us

Join us at Orange Business!

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.

About The Role

To lead overall accountability for the quality of solutions provided to multinational customers & ensure delivery of value to the customers, measuring service provided against defined Service Level Agreements & Customer Experience metrics.

Service Level Management

Prepare and publish Program Plan (including Program Structure / Roadmap / Governance Matrix) of Customer Service value delivery 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; proactive monitoring of agreed SLAs to deliver exceptional service and acknowledged customer value; focus on beating the set target
Ensure successful program management through coordinated management of a portfolio of projects / activities
Ensure that customer sees and feels Orange Business Service Delivery & Assurance as a seamless team irrespective of internal / third party structures; manage Account resource 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 customer with informed industry benchmarks e.g. Gartner, Telemark; propose service enhancements which continually position Orange Business as best in class
Proactively review overall service requirements with business users; identify gaps and opportunities, help users articulate needs
Help customer upscale existing contracts; help visualize the enhanced value and assist AGM / ECT build 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 customer's service team
Prepare, monitor and advise on Customer Performance Scorecard
Identify and create Additional Customer Value
Continually review efficiency of Orange Business processes to ensure delivery of world-class innovative solutions
Optimize operational processes to match economic balance between Orange Business industrialized processes (factory deliverables) and customized requirements
Contribute thought leadership to Orange Business Centre of Excellence of customer / industry requirements to ensure Orange Business leads the market
Leading customer senior management interactions to identify pain areas with a potential of converting the problems as opportunities to enhance customer experience, value delivery and even increasing Orange Business footprint with the customer

Change Management

Manage in / out of scope requests and agreeing any change / release management (CM)
Focused approach to identify and lead effective scope change management
Leading CM/RM activities to ensure timely upgrade of devices & configuration items to avoid impact to customer due to potential known bugs and vulnerabilities
Steering vulnerability management activities with a strong focus on IT Security Management to avoid/minimize impact to customer business
Leading customer engagement

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 case
Ensure billing remains consistent with contract and client expectations – no surprises

About You

Customer Service and Service Management Experience
8 to 12 years of experience with at least 3-4 yrs of work experience in customer-facing organizations within the 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 will be preferred
Technical Skills: good knowledge of any of the following domains: Networks, SDWAN, SDx, IT Services, Security (Palo Alto, Fortinet), Elisity, Wired-NAC, Cisco ISE, Mobility, Voice & ITSM tools like: Service Now (SNOW); preference shall be given to candidates with relevant certifications
Soft Skills: Excellent communication, negotiation, presentation, organization skills
Ability to act as coordinator of all entities involved in technical performance of our solutions
Can work independently, takes initiatives proactively
Can work well under pressure and can handle escalations calmly and competently
Sound knowledge of IT Infrastructure Library concepts with ITILv4 foundation certification, at the minimum

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

What We Offer

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.

Only Your Skills Matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.

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