Service Excellence Supervisor - ICT Services and Products

Job description / Role

Job Purpose:

As a Service Excellence Supervisor within our organization focusing on ICT Services and Products, your role is crucial in supporting the Service Excellence Manager in maintaining the highest standards of quality and performance. You will assist in evaluating service delivery, coordinating assessment activities, and driving continuous improvement initiatives. Your proactive attitude and dedication to excellence will contribute significantly to our mission of delivering exceptional ICT services and products to our valued customers.

Key Responsibilities:
- Assist the Service Excellence Manager in evaluating the quality and performance of ICT services and products delivered to customers.
- Support in the development of evaluation plans and methodologies to maintain service excellence.
- Coordinate assessment activities and oversee execution to ensure adherence to standards and regulations.
- Collaborate with cross-functional teams to identify areas for improvement in service quality and customer satisfaction.
- Assist in the development of corrective action plans and drive continuous improvement initiatives.
- Provide guidance and support to team members to ensure effective execution of assessment processes.
- Analyze performance data and customer feedback to identify trends and opportunities for enhancement.
- Assist in the implementation of strategies and initiatives to enhance service delivery and customer experience.
- Communicate regularly with stakeholders to gather feedback and address concerns related to service excellence.

Requirements

Qualifications:
- Bachelor's degree in a relevant field such as Business Administration, Information Technology, Engineering, or a related discipline.
- A Master's degree or equivalent certification (e.g., Six Sigma, Lean Management) is preferred but not required.
- 3-5 years of experience in a similar role within the ICT industry, focusing on service excellence, quality management, or related areas.
- Demonstrated understanding of ICT services and products, including telecommunications, network infrastructure, software solutions, etc.
- Experience conducting assessments or evaluations to ensure service excellence and adherence to quality standards.
- Familiarity with industry standards and regulations relevant to ICT services and products (e.g., ISO standards, ITIL framework).
- Proficiency in data analysis tools and techniques to analyze performance data and identify trends and opportunities for improvement.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
- Excellent organizational and project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Proactive attitude with a results-driven approach to problem-solving and continuous improvement

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.