Practice Management Partner - Project Management

Job description / Role

about the role

Customer Business Management Europe (CBME) is the voice of the customer within Orange, enabling sustainable customer partnerships and business growth. Within this group is the Practice Management team which facilitates continuous improvement and performance visibility.

The Practice Management Partner - Project Management is a senior role with the following responsibilities.
- Continuous improvement & digitalisation
- Ensure we have PM CX survey feedback, and that is used to drive European CX improvement, working with relevant teams (eg GDO, Global PM Practice, etc)
- Drive account based continuous improvement
- Seek opportunities to digitalise, and enable the rollout/evangelisation of digital tools
- Support the roll-out of corporate programs as appropriate
- Learning organisation
- Create and animate communities to share best practice & resolve issues, acting as a servant leader
- Orchestrate teams to find the information they need when they need it, including the provision of best practice documentation and lessons learned
- Performance visibility
- Deliver clear and relevant reporting, supporting the implementation of targets as required
- Monitor & benchmarking KPIs to drive improvement
- Agility and seamless end-to-end processes
- Enable Agile teams and an agile mindset
- Work within Europe, with other entities and with GPOs to deliver end-to-end customer processes
- Voice of the European customer
- Represent European needs to GPOs, Global Practices, corporate programs and other.
- Provide expert mission support. These may include:
- Account audits & assessments, design and implementation of ad-hoc solutions
- Specific contract events (crisis, renewals, ...)
- Special projects or engagement such as piloting of new methodologies and projects
- Pre-sales support.
- Coaching both of CMBE and non-CBME staff with the intention of strengthening OB contract execution capabilities
- Develop best-practice approaches for pre-sales, including contributing to customer facing materials

Requirements

About you
- Extensive Project Management experience in senior customer facing roles, for large contracts in complex environments which enable:
- A deep understanding of Project Management practices
- An understanding of the full customer journey.
- Ability to as a problem-solve and change maker across teams and geographies to transform the way we work.
- Customer focused with strong interpersonal & negotiation skills.
- Active listener to understand the evolution needs of the customers and account teams in terms of contract execution
- Strong ability to innovate to and find improved or optimized ways of working
- Leadership and management skills
- Ability to translate complexity problems into pragmatic steps in order to deliver value
- Excellent Prioritization, co-ordination and communication skills
- Good understanding of key methodologies or frameworks, such as Agile, Six Sigma, PMP/Prince 2, ITIL, DevOps, Quality Management
- Deep knowledge of OBS products, organization, processes & tools as required
- Strong understanding of the telecoms and IT industries
- Strong financial background, ability to manage and optimize costs
- Excellent knowledge of written and spoken English language
- Sound knowledge of the MS Office suite
- Data management skills
- Experience working with customers and teams across different geographies

Department
International Zone

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.