Service Delivery Manager - Senior

• 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:

• 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 COMOP meeting and provide all the required support when needed
• Conduct Service Targets (SLAs) reporting

• 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

• 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

• 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

• 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

• 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

• 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 Preferably Big Data (Hadoop)

• 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

• Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
• Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working)
• Professional development: training programs and upskilling/re-skilling opportunities
• Career growth: Internal growth and mobility opportunities within Orange
• Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events
• Reward programs: Employee Referral Program, Change Maker Awards

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