Head of Local Delivery Managers for UK & Nordics

• Operational Implementation Management of Network Services in line with the guidelines and targets from GDO management and practice owners.
• Management of the Delivery Mangers teams in Cairo, mainly UK & Nordics.
• Responsible for driving delivery managers to achieve service delivery targets.
• Share OB strategic guidelines and inputs with his/her managers and their teams
• Build and maintain a strong governance over the delivery targets, including promoting best practices, and setting enhancement plans for scenarios/cases where targets are not achieved or quality is not meeting the standard.
• Define and execute service delivery strategies aligned with company goals.
• Serve as the senior escalation point for service delivery issues.

• 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.
• Approve recruitment of operational team members.

• Ensure customer satisfaction with the service delivered in terms of lead time and quality.
• Own customers Projects/Orders and act on the implementation of services per the contractual delivery targets.
• Represent the OTB/LDM at required customers meetings, service reviews and act as focal point during customers visits.
• 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.

• Analyze and review 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.
• Escalate to our Carriers/suppliers orders not meeting SLAs with coordination with Carrier Vendor and supply chain management.
• Work with Change and Release Management Team 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.

• Share Orange Business strategic guidelines and inputs with his/her managers and their teams, ensuring strong local and global collaboration and teamwork.
• Undertake any other reasonable and professional task as required.
• On-Call assumption and Stand-by may be required.

• 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.
• Ability to work under pressure and deal with multiple tasks.
• 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.

• Computer, Comm., or Electronics B. Eng, B.Sc. or B.A/MIS degree.
• Business & management studies (Service/Operation management, project management, process lean management, ITIL Foundation, etc...) are a plus.
• Management Diploma or MBA is a plus.

• At least 2 years of management/leadership experience.
• At least 3-4 years of Delivery/OTB operations and/or NS technical experience.

• 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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