22 Jul
Unavailable
Mumbai
Orange Business is here!
About us
Orange Business is 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 have overall accountability for the Quality of solutions provided to multinational Customers.
(measure service provided against defined Service Level Agreements)
Service Level ManagementPrepare 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 responsibilitiesEnsure 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 targetEnsure successful program management through coordinated management of a portfolio of projects / activitiesEnsure customer sees and feels Orange Business Services delivery as a seamless team irrespective of internal / third party structures; manage Account resource per serviceIdentify 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 classProactively review overall service requirements with business users; identify gaps and opportunities, help users articulate needsHelp customer upscale existing contracts; help visualize the enhanced value and assist AGM / ECT build the business case / sales presentationsDevelop innovative proposals e.g. new platforms to maximize the customer business strategyPresent monthly high level dashboard of all operations to Customer Operations Director; highlight trends and value generation opportunitiesWin trusted status as the extended member of customer’s service teamPrepare, monitor and advise on Customer Performance ScorecardIdentify and create Additional Customer ValueContinually review efficiency of Orange Business Services processes to ensure delivery of world-class innovative solutionsOptimize operational processes to match economic balance between Orange Business Services industrialized processes (factory deliverables) and customized requirementsContribute thought leadership to Orange Business Services’ Centre of Excellence of customer / industry requirements to ensure Orange Business Services leads the market
Change ManagementManage in / out of scope requests and agreeing any change / release management (CM)
Financial ManagementFinancial management of the Services P&LPeer; review monthly customer billing; ensure bill accuracyAccountable for resolution of billing issues and assist AGM in escalated caseEnsure 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.
Additional information
* Need to perform Customized reporting.* Global/Multinational Service Management experience preferred.
Only your skills matter
Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, 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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