Job Description

about the role To have overall accountability for the quality of any insourced or outsourced services provided to multi-national customer measured against service level agreements Leadership of all Service governance activities To ensure full compliance to customized /outsourced Service Management product definition To be the customer\'s primary senior point of contact within Orange Business Services, for all escalated service delivery & operational related issues To lead management of customer service improvement plans in order to increase customer satisfaction. To ensure adequate and timely reports which include measurements against customer SLA\'s on quality, change, and performance of the services provided to the customer. Overall ownership of maintaining customer information is current in the relevant databases and repositories. To lead regular customer service review meetings at corporate & executive levels both with the customer & internal within Orange Implement and lead a vendor management structure for outsourced Services for assigned customer To assist in additional services contract negotiation in parallel with Account Director & customer team where applicable. To assist in Service proposed solutions and provide pre-sales presentations to customer when required To maintain adequate knowledge of Orange products and services. Interface with the customer at senior management level on a regular basis and conduct periodic executive service reviews. To validate and maintain customer service level agreements for assigned customer where required. To assist SM team in developing services revenue opportunities on new business. Management of services staff within sub region who are assigned to customer about you Degree level or equivalent (Business or Science Degree) Service Management Certification (ITIL) Proponent of Agile methodologies Strong Customer Service, Project & Program Management Experience 5-10 years of work experience in customer-facing organisations within the Communications / IT services industry Vendor management & Consultancy experience Budget & cost management experience Leadership, matrix & remote team management experience High level of practiced technical knowledge Very strong communication, negotiation, presentation, organisation & management skills additional information Possess a confident and professional image to successfully interface with all aspects of the business. Ability to communicate clearly and effectively both one-on-one and to groups in a variety of business situations. Ability to operate at a senior executive level with customers, vendors, partners & internally Strong management skills in accumulation, preparation, interpretation and dissemination of customer technical information and the applicability of all related products & services to address requirements. Experience in developing and recommending customer services solutions outside of normal product sets and assessing ability to deliver and manage cost implications. Management & Leadership experience of both local & remote diverse team members within service & project management department Global Delivery & Operations L\'ambition d\'Orange Business est de devenir l\'int grateur r seaux et num rique de r f rence en Europe, en nous appuyant sur nos forces autour des solutions de connectivit nouvelle g n ration, du cloud et de la cybers curit . Nos 30 000 femmes et hommes pr sents dans 65 pays, dont chaque voix compte, sont tous anim s par la m me d termination et le m me esprit d\' quipe, pour construire les solutions digitales d\'aujourd\'hui et de demain et cr er un impact positif pour nos clients, pour leurs salari s et pour la plan te. Nous offrons des opportunit s passionnantes gr ce des projets innovants dans la data et le digital, le cloud, l\'IA, la cybers curit , l\'IoT, ou encore le digital workspace etle big data. Venez vivre cette aventure avec nous!

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