Operations Manager(Service Delivery Manager)

Orange Business Services

Mumbai

10-17 Years

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Posted 17 days ago
Over 500 applicants

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Job Description

Role & responsibilities

Manage Escalation process, including coordination of the meetings, review of escalation file content and closure.
Manage the analysis, selection and assignment of escalated, critical and flagged accounts on a global basis.
Experience with multi-vendor product escalations
Co-ordination with internal Support Delivery Managers, Critical Situation Managers & Technical Support Engineers.
Drive Asset Management & Vendor management. Timely basis reporting and cordination.
Ensure high-quality customer service with emphasis on timely resolution and through problem definition and identification.
Person must have exceptional writing and oral communication skills be able to synthesize complex and confusing information into crisp exec summaries for a variety of audiences.
Should also possess good communication skills. In addition, they are responsible customer requirement.
Ensures timely closure of escalation cases.
Cordinated for the RCA and submit the same to the customer.
Good Communication skills and ability to coordinate with customer stakeholders.
Call Logging with Vendor.
Call Monitoring & Escalation
Contract Monitoring Hardware & Software
Reports and MIS

More Info

Job Type:

Permanent Job

Industry:

IT Management

Role:

Operations Manager, Manager - Service Delivery

Function:

Operations, Customer Service/Call Centre/BPO

Employment Type:

Full time

Open to candidates from:

Indian

About Company

Orange Business Services

We are making business life easier, every day and all around the world

As a global IT and communications services provider, Orange Business Services helps companies collaborate more effectively, operate more efficiently and engage better with their customers – connecting their people, sites and machines securely and reliably.

Through a unique combination of robust network and IT infrastructure, managed services and professional, reliable people, we do everything we can to offer an outstanding customer experience - helping to change business life for the better.

Some facts & figures:
- we have nearly 28,500 staff in 100 countries & territories
- our network, the world's largest, reaches 220 countries and territories, including 88 Russian regional subdivisions and 200 Chinese cities.

about our customers:
- 3,000 multinationals
- 2/3 of top global 100 companies
- 70% of Fortune 500 financial services companies
- 8 million business mobile users

Our mobile operations span 26 countries and serve 207 million mobile customers, including 8 million business customers. As a founding member of the FreeMove Alliance, our mobile coverage spans 80 countries and serves +500 million customers.

Job ID: 117218957

Jobs by Skill - IT