Supervisor, Digital Solution Service

Egypt

Ref: LP539-2313

Job description / Role

Job Type
Full Time

Job Location
Egypt

Nationality
Any Nationality

Salary
Not Specified

Gender
Not Specified

Arabic Fluency
Not Specified

Job Function
General Management

Company Industry
Telecoms

About the role

Purpose of the job

Responsible for digital services channels projects. This covers the main web channel for self-service and the mobile application serving both mobile and fixed (DSL) customers as well as CP tools (web and app), and other various digital services.

Duties and responsibilities

Responsible for digital transformation projects, through working closely with various departments to collect requirements, like customer service, HR, sales, IT and marketing teams to achieve higher revenues and better customer experience.

Conduct business analysis and solution architecture to ensure logical connection and arrangements between system components internally, between digital system and the rest of ecosystem for all digital services and channels.

Abide by the standards, best practices of digitalization and provide solutions that will cater any digital based service or project that are dynamic and scalable to allow future developments.

Perform project management activities, like scope, budget, schedule and resources management since the kick-off of the project till the launch and post deployment monitoring.

Run steering committees for key initiatives, converting business requirements to detailed technical documents to be used for software development, testing and validation afterwards.

Handle vendor management for all digital suppliers that support the digital portfolio, ensure design and delivery according to the specs within the digital transformation journey and support the needed roadmap.

Support the vendor management actions in the technical specs, integration alignments, contracts validation, negotiations and solution assessment.

Responsible for the digital services and channels operations and support, ensure the resolution of critical issues that would impact the digital products and services like system capacity, tickets resolution, customer complaint handling and SLA reporting.

Responsible for assessing emerging trends, technologies and potential partnerships that allow us to deliver innovative experiences that simplify customer experience.

Lead junior PMs, BAs and SAs to deliver the right high-quality projects from all aspects of management and architecture through coaching and mentoring.

Manage the production of analytical reports on digital traffic and trends to identify opportunities of enhancements.

Develop a dashboard to reflect all KPIs that monitor and analyze trends on all digital based services, platforms and trend of growth or decline on each channel per service.

Prepare for executives and board the achievement and performance of the various digital services to report different performance KPIs on regular basis.

Job specification

Education

BSc in communication engineering, computer engineering, computer science or electronics

Experience

2 - 4 years experience in telecom field specifically in data broadband products and services

Knowledge of telecom and digital environment and protocols

Knowledge of project management methods

Good general IT background

Skills and abilities

Fluent English and Arabic is a must

Ability to work in a fast-paced, dynamic environment, handling multiple concurrent tasks

Very good interpersonal skills and teamwork

Good leadership skills

Comfortable with pressure and changing business requirements

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.

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