Job Description

about the roleJob Purpose:To lead the team of service implementation staff to manage the delivery of customers RFCs on time and right first time meeting all constrains ( resources, quality, cost, time,\xe2\x80\xa6)Key Tasks and Responsibilities:Manage and develop resources and team members to perform efficiently and effectively.Provide strong leadership to the staff members in order to be able to manage their performanceMonitor and measure the KPI of the team and ensure delivery of all RFCs as per the agreed SLA with the customerAct an escalation point in service transition.Recruitment of team members.Manage the service improvement plan related to the team.Represents the team in the customer meeting & service reviews.Define clear SMART goals, objectives and career development plans to all team members, and responsible for the team performance management.Contribute to the \xe2\x80\x9cService Transition process & procedure improvements\xe2\x80\x9d to increase the team\xe2\x80\x99s productivity and lower the number of incoming escalations within his/her team.Schedule staff training, leaves requests, rosters and fulfill overall staff administrative requirements.Auditing the team member\xe2\x80\x99s performance and quality of work in order to enhance the global management performance for the team.Coach the team to assess, develop & plan implementation schedules to ensure the best service quality offered.Assist the team to overcome day to day work problems or complications that might arise.Ensure that the team is well equipped with all basic knowledge & technical skills required needed to perform tasks assignedEnsure that the team meets or exceeds the targets set by the management with regards to:Customer SatisfactionLead-time to deliverTDD/CDD (Target/Committed Delivery Date) and LTC (Lead Time to Connect)Overdue OrdersQualityEnsure that process & procedures are well developed & properly communicated to the staff membersEnsure that all processes, procedures appliedEnsure that proactive Order Management of the team work to reduce escalations and performance issues.Undertakes other similar or related tasks as signed by departmental management.Key Accountabilities:Communications Management:Internal and external communications and management reporting.Provided visibility into the status and progress of activities and dependencies across the organization.Risk ManagementEnsure early capture of risks and preparation of mitigation planDecision Making, Authority:Full accountability for all elements within the team.Works autonomously to ensure service implementation within committed timeframes and meeting major milestonesDemonstrates initiative in proactively identifying and resolving problems that can potentially jeopardize team performance.Escalation Authority empowered to escalate to higher levels of managementJob Contacts:Within Orange Business Services:Customer Implementation Management entitiesOrder Delivery ManagerBundle Delivery ManagerField ServicesCarrier vendor managementSourcingSupply chain managementProject ManagementTIM teamsOutside Orange Business Services:Local CustomerPartners & vendorsCarriers & ASPsHQ customerCustomers project managers.Job Dimensions:People management: Leader coordinating / managing a number of individuals in support of an account. Provide day-to-day guidance and mentoring to new and existing staff. Manage project specific teams as requiredFinancials: the team manager is committed to control expenditures improve profitablity and meet project budgetabout youCandidate Profile:Skills / Qualifications:For the Detailed Skills and Abilities required and their proficiency level, please refer to the Service Implementation Competency MatrixKnowledge & Abilities:Communicate, organize face to face customer meetingManage a team with different profiles and specific skillsUnderstand network architecture and componentsCritical Required skills :Fluent EnglishComputer Skills (MS office, MS project, MiniTab\xe2\x80\xa6)Excellent Project Management SkillsSimplicity, Agility, Flexibility, Adaptability and AutonomousResults DrivenCustomer Service OrientationKnowledge & DevelopmentTeam working & NetworkingDecision MakingIntegrity/HonestyPrioritization, Balance & time managementProblem SolvingMulti Cultural understanding (diversity)Communication (Oral, Written) & Networking SkillsNegotiation SkillsOrganizational Skills (Planning & coordination)Relationship Building / ManagementOrange Values and Do\'sMandatory required skills :Fluent second languageFinance planning / managementProcess managementProblem managementCreativity & InitiativeDecision MakingIntegrity/HonestyPrioritization, Balance & time managementPresentation skills (Oral and Written)Problem SolvingLeadershipMatrix managementConflict managementEmotional intelligencePerformance ManagementEmpowerment and delegationInterviewing & recruitmentService Delivery Provisioning Tools (Fileade, OPAS, SESAM, MachX\xe2\x80\xa6)Standard Network Services (IPVPN, Ethernet,)New Network Services (SDWAN, VMS,..)Project ManagementNetwork EngineeringReportingGlobal EffectivenessCreativity & InitiativeDecision MakingPrioritization, Balance & time managementOrganizational Skills (Planning & coordination)Relationship Building / ManagementPresentation skills (Oral and Written)Desirable skills :Technical Job related Certificates (CCNA, CCNP, Avaya, Technical related)Previous position OBS/FT Group/knowledge of company culture, applications and processInt. Service Delivery Commercial Tools (GOLD, Qouto...)Service Delivery Provisioning Tools (Fileade, OPAS, SESAM, MachX\xe2\x80\xa6)Education , qualifications , and certifications:Degree/Equivalent in telecommunications fieldA degree or diploma or Project Management Institute (PMI) certification or equivalent ( Desirable )additional informationExperience:5 to 7 years experience in delivery management of service towards multi-national corporations (Desirable )Solid understanding of Orange Business Services solutions (Desirable )Extensive expertise of Orange Business Services tools and systems (Desirable )Understanding of corporate governance within complex organizations (Desirable )departmentGlobal Delivery & OperationsOrange 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 businesscontractRegular

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