To have overall accountability for the Quality of solutions provided to multinational Customers. (measure service provided against defined Service Level Agreements)
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; proactive monitoring of agreed SLAs in order to deliver exceptional service and acknowledged customer value; focus on beating the target
- Ensure successful program management through coordinated management of a portfolio of projects / activities
- Ensure customer sees and feels Orange Business Services delivery 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 Services 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 Services processes to ensure delivery of world-class innovative solutions
- Optimize operational processes to match 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 agreeing any change / release management (CM)
Financial Management
- Financial management of the Services PL
- 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
- 6 to 9 years of experience with at least 3-4 yrs 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 will be 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, organization skills
- Is fully empowered to coordinator of all entities involved in technical performance of our solutions
- Can work independently, shows initiative and proactivity
- Can work well under pressure and can handle escalations calmly and competently.
- Sound knowledge of IT Infrastructure Library concepts - ( ITIL V4 )-foundation certification.
