Senior Service Implementation Expert

Job description / Role

About the role

Process senior service implementation expert "SIE" missions

In the scope of orange business offers development, the senior SIE is a key actor of service development projects. He/she designs and adapts the processes & tools in order to deploy new products or product evolutions within the operational entities. Moreover, the process SIE ensures the delivery of the projects on time and on budget while ensuring end-to-end quality of the customer and operational journeys.

The senior SIE is responsible for the following quote-to-bill processes:
- Commercial ordering
- Service transition
- Service operation including customer service
- Billing

A part of a project team the senior SIE:
- Understands the business requests and analyzes the requirements so to co-construct the service with other stakeholders; especially with business processes design and it development or evolution requests
- Manages the contribution and involvement of the various experts for his/her areas of responsibility
- Create the appropriate deliverables for the evolution of existing processes and tools
- Ensures the proposed solution is in line with the orange business global process strategy and positioning

Activities:
- The SIE is in charge of following activities :
- Be the primary point of contact in regards to his/her area of expertise towards marketing, along project duration
- Contribute to product business case definition by consolidating costs related to processes adaptation
- Analyze impacts of new product introduction on processes, operational teams & organization and tools; propose related adaptation and seek for process owners approval
- Define operational business requirements, consolidate arguments to justify required processes & tools adaptation
- Harmonize new products & services conception within commercial and technical catalogs
- Define, closely with it stakeholders, end-to-end test plans; lead and/or execute testing phase, define corrective actions in order to guarantee proper tools set-up as defined to final end users
- Document product related processes up to working instructions level (migration plan, user guidelines, detailed procedures...
- Build training modules, lead & conduct training sessions to ensure operational teams are in position to operate new product
- Be involved in product launch phase, be in support of operational teams during first customers set-up and implementation (including pilot phase)
- Build and finalize formal handover towards lifecycle manager at the end of the project phase
- All along the project duration, in accordance with the project manager, provide expected deliverables depending on defined project methodology (planning, process work stream description, risk management, activity reporting, etc.)

Job role specificities:
- Work in a multi-cultural environment, interacting with a large diversity of actors/contributors/stakeholders (product marketing, process owner, operational teams, engineering, it, etc.).
- To ease the offer creation anticipation, the SIE might be involved in bpa role (business process architect), consisting in estimating process impacts, cost impacts, risks, feasibility during pre-project phase (demand management). This, to ease decision making to launch projects.
- It is a plus to be curious and being able to understand the technical aspects of the new product development projects.

- The SIE role requires ability to anticipate business needs, bring ideas and be in position to appreciate major stakes for OBS.
- He/she will demonstrate a high level of autonomy, being able to take initiatives and also organize working groups with various stakeholders in project mode frameworks.
- Ability to understand complex services and identify manageable sub-components
- Good technical and it knowledge in telecom environment
- Team spirit oriented and communication skills in multicultural environments
- Fluent english
- A good knowledge of orange business services process and tools will be appreciated.
- Certifications : ITILv3, SYNERGY, PMP or equivalent, Finance basics, any other technical certifications.

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.