Job description / Role
About the role
Overall CSD Responsibilities
- To have overall accountability for the quality of solutions provided to multi-national Customers. (measure service provided against defined Service Level Agreements).
- Increase the value that Orange delivers to a customer, and deliver continual service improvement.
Service Level Management
- To be the Customer's primary senior point of contact within Orange, for all escalated Service related issues.
- Ensure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed Service levels in order to deliver exceptional service and acknowledged customer value; focus on beating the target.
- Engagement in organic growth orders / upgrades if there is no CPD / PM assigned and/or the process is not working smoothly
- Ensure customer sees and feels Orange Business Services delivery as a seamless team irrespective of internal / third party structures.
- 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 up-scope existing contracts; help visualize the enhanced value and assist AGM / ECT build the business case / sales presentations.
- To ensure availability of adequate and timely reports which include measurements against Customer SLAs on Quality, Change and Performance of the services provided to the Customer
- Present monthly high-level dashboard of all operations to Customer Operations Director; highlight trends and value generation opportunities.
- Identify and create Additional Customer Value.
- Continually review efficiency of Orange Business Services processes to ensure delivery of world-class innovative solutions.
- Lead the post sales service managers assigned to the account and ensure all are working together to bring a high level of customer satisfaction.
- Continually develop service improvement actions to identify opportunities to provide additional value to the customer.
- To lead regular Customer service review meetings at Corporate levels.
- To assist in Service Management Contract negotiation in parallel with Account Manager/Director where requested.
- To assist in RFP solutions and provide pre-sales presentations to customers when required.
- Interface with the customer at Senior Management level on a regular basis and conduct periodic executive service reviews.
Financial Management
- Perform financial management according to the service sold to the customer. Responsible for service management P&L....
- 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.
- To assist CSM Management team in developing Service Management revenue opportunities on new business.
Requirements
About you
- Degree level or equivalent (Business or Science Degree);
- ITIL intermediate certification is a must
- 7-10 yrs of work experience in Global Service Transition / Operations; general technical understanding of network-based services
- Customer Service Excellence / face-to-face customer interaction
- Multi-disciplinary experience in customer-facing roles
- Proven track record in managing multiple Service Management teams / third party vendors
- Excellence in project management (performance, risk and cost control); ITIL or Six-Sigma qualification desirable
- Proven leadership skills with virtual teams
- Fluency in English is a must
Department
Global Delivery & Operations
Orange 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 business.
About the Company
Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.