Job description / Role
about the role
The Head COE's, in OTB Egypt is a senior management position, leads the worldwide Internal optimization projects activities in Cairo as well as the Build & RUN activities for all the VSAT Customers. He/she guarantees a strong interaction with the different OINIS stakeholders (Migration Factory & Satellite Factory) as well as different business units.
Operational Implementation Management of Network Services in line with the guidelines and targets from GDO Global Process Owners and management.
Management of the AOM/NORF COE & VSAT COE in Cairo.
Share Orange Business strategic guidelines and inputs with his/her managers and their teams
Propose and provide service enhancements and solutions where needed to improve the solutions and the service quality delivered by GDO.
People:
Manage day to day operations for OTB delivery processes (for AOM/NORF COE), staff and line managers.
Manage day to day operations for VSAT BUILD & RUN processes, staff, and line managers.
Review resourcing requirements on a regular basis to optimize efficiency, improve productivity and ensure compliance to budget.
Develop technical skills and competency of resources to match both current and future customer delivery requirements.
Motivate teams to deliver best in class quality services to our customers and driving towards excellence in customer satisfaction.
Ensure appropriate levels of monitoring of all resources and performance are set.
Customer:
Own customers VSAT Projects/Orders and act on the implementation of services per the contractual delivery targets.
Represent the OTB (VSAT) at required customers meetings, service reviews and support as focal point during customers visits for VSAT Services domain.
Act as management escalation contact for customer queries.
Communicates and manages expectations of the Customer during the service implementation.
Develop strong relationship with the main stakeholders and customers.
Own service improvement plans (SIP) to ensure execution till customer satisfaction.
Operational:
Analyzes and reviews service delivery performance against the KPIs.
Agree and initiate appropriate actions to maintain and improve performance.
Develop guidelines for specific work activities for each team and develop team targets.
Own and support with Change and Release Management to evaluate all Changes, to establish the effect on capacity and performance.
Ensure monitoring of escalation procedures and escalation management.
Support and work with Service Operations to ensure the appropriate actions are being taken for smooth hand over to operations.
Leadership & General:
Share Orange and OBS strategic guidelines and inputs with his/her managers and their teams, ensuring strong local and global collaboration and teamwork.
Manage Disaster Recovery Plans (DRP) and crisis situations whenever applicable.
Undertake any other reasonable and professional task as required.
On-Call assumption and Stand-by may be required.
about you
Fluent English (French and / or other foreign languages is a plus)
Excellent interpersonal, team-build and communication skills
Excellent Leadership skills
Good exposure to an international, multi-cultural environment.
Team Building Skills
Conflict Resolution
Ability to deal with different cultures and behaviors.
Decision-Making techniques
Excellent Presentation skills
Proactive, self-motivated, and determined attitude
Strategically focused and customer oriented
Excellent understanding and experience of BUILD operations and QTB processes.
PMP Certification (or equivalent) is a plus.
proactive, self-motivated, and determined attitude.
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.