Customer Service Delivery Manager

Job description / Role

About the role

The SDM is a key customer facing role:
- Responsible for building, running and continuously improving the end-to-end delivery model for the customer portfolio of service
- Act as single point of contact for the progress of all the activities related to the customer such as RUN, implementation, handover, etc...
- Leads the following activity domains during the post-sales solution lifecycle: technical domain, service domain and operational domain

Key Activities & Deliverables

Customer Experience:
- Accountable for the customer satisfaction, Improving the Customer Experience & ensuring compliance to the COG
- Build trust and strong relationship with the customer
- Schedule Periodic Business Review with the Account team
- Participate to the customer SteerCo meeting and provide all the required support when needed
- Conduct Service Targets (SLAs) reporting

Technical Management:
- Lead the operational team to proactively solve service performance issues, and conduct the required technical audits
- Schedule a Monthly service review to trigger the needed technical Improvements for the service relying on the customer technical lead, technical operation owner, and solution Experts
- Work closely with the operations teams on the release management and the service rollout

Operations Management
- Trigger the needed operational Actions on behalf of the customer
- Follow up on day-to-day activities and provide all the required support when needed
- Follow up with Service/Application Referent on the Capacity Management Plan
- Act as a validator during CAB meetings
- Follow up on the incident reviews (internal + customer) are done weekly
- Act as crisis Manager during crisis incidents by ensuring the well actions are done by L1, L2, TOO and IM
- Provide monthly dashboard for obsolescence

Cost & Scope Management:
- Identify the opportunities to reduce costs without affecting the customer experience through Capacity Mgmt. & Service Operation Simplification
- Build the Handover to operation checklist and follow-up on the activity

Governance & Continuous Improvement:
- Manage Customer Dissatisfaction & Improve the QoS relying on the Process Managers
- Review the operational performance, and trigger the customer service improvement plan whenever needed
- Schedule weekly meeting with the SDM Leader to sync together, get the required consultations and share all the updates such as RUN activities, KPIs, etc
- Provide to SDM Leader the required risks assessments, bottlenecks anticipations and critical issue to maximize the business value

Education and Experience:
- Min. 5 years related work experience (Customer Support)
- Certificate is a plus: VCP / EMC / NETAPP
- Relevant experience with leading complex, large scale, IT/technical/engineering programs is a plus

Technical Knowledge:
- ITIL, Prince2, COBIT, PMP is a plus
- Solid understanding of Orange Business Services solutions
- Understanding of corporate governance within complex organizations
- Good technical background in different technology such systems, applications, storage, backup, etc...

Soft Skills and Abilities:
- Proficient English, and French is a must
- Clear Communication Skills with ability to use positive language
- Excellent customer service skills
- Excellent Interpersonal & Collaboration skills.
- Good time management, organizational and leadership skills
- Good Presentation and Communication skills

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.